Trainer/Coach– Customer Service/Contact Centre

Job Ref: DJKG1274
Job Title: Trainer/Coach– Customer Service/Contact Centre
Location: Hammersmith, London (occasional travel to other locations)
Salary: £23k to £25k (plus outstanding holidays and benefits)
Employment Type: Permanent

A company with a truly customer centric culture is looking for a Trainer/Coach to join their customer service contact centre due to expansion. You will need to have experience working in a Customer Care environment and have been involved in the teams’ training and coaching programmes.

The Trainer/Coach will:
• Develop and maintain training materials for new starters and existing team members
• Onboard new starters providing full induction to the Company and Contact Centre Team
• Create workshops and individual training sessions
• Engage leaners at all levels a deliver training through various methods
• Liaise with management and senior staff to identify individual agents’ skills and gaps in knowledge
• Maintain and update training records.

This position would be suitable for a Team Leader/Team Manager that has been involved in team training and coaching within a customer centre/contact centre environment. They are looking for someone with energy and enthusiasm to see people develop and who are happy to travel from London to their other site in Lincolnshire on occasions.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Bid Manager

Job Ref: DJMA1797
Role: Bid Manager
Location: London with travel
Salary: £50-60,000 and bens
Job Type: Permanent

Opportunity for a commercially minded Bid Manager to join this global brand and business. Working within their European solutions team, a willingness to travel across Europe will be required. A second European language would be advantageous (French/German/Spanish etc). You will work with the wider bid and account management teams to support the sales process, managing the creation of compelling bids within the business development and bidding phase. Targeted to win contracts you will own the complete bid process from start to signature.

Some of the key responsibilities will include:
• Preparation and timely delivery of compelling commercial and technical responses to tender invitations or requests for proposal, with inputs from multiple internal and external subject matter experts
• Preparation of commercial packages for bids including all relevant internal and external negotiations
• Quality assurance of bids, to include commercial/contractual, technical and project delivery reviews with management stakeholders

If you are interested in applying for this role, you will be a proven bid manager, with a strong commercial acumen and experience working within a customer focussed delivery environment. Any recognised industry qualifications across bid management and proposal management would be advantageous.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter any discussions or offer any assistance regarding sponsorship.

Partner Manager/Contract Manager/Performance Manager

Job Ref: DJMA1790a
Role: Partner Manager/Contract Manager/Performance Manager
Location: South East (mix of HOME/Office Base – London)
Salary: £35-42,000 base, bonus and bens
Job Type: Permanent

This is an opportunity to join this membership-based organisation for an experienced customer service and operations professional who is used to working with third party partners, outsourced, or third-party suppliers to ensure the successful contract management.

This is a proactive role for an individual who has excellent stakeholder management and communication skills, able to use Excel to develop robust and insightful reporting.

You will be responsible for the delivery, management and continuous improvements of the contracts, KPI’s SLA’s and service delivery.

By taking a proactive empowered approach, you will identify areas which can be enhanced, and performance increased and work with internal and external stakeholders to develop and drive change to deliver these outcomes.

You will be responsible for delivering activities and services, maximising operational success through proactive planning and forecasting activities. Implementing improved workflows to support successful

You will be the primary point of contact to and from the service providers, joint ventures, shareholders and customers. Act as the primary business partner to the business units/departments and stakeholder when required and ensure that all customer expectations are met.

You will be responsible for implementing a strategic, commercially focused and service driven approach; ensuring continual service and financial improvements are realised, measured and shared.

Regularly review service level agreements against performance, identifying areas for improvement and working with key stakeholders to deliver agreed SLA objectives.

Effectively run the contract governance, assuring all contractual obligations, regulatory and statutory requirements are observed and met.

Own the communication process and ensure timely, concise and effective communication with the business for service outage, interruption and/or service improvement.

If you are interested in applying for this role, you will need to have previous experience in dealing with contract management, ensuring SLA’s and KPI’s are achieved. You will be an excellent communicator and influencer, able to drive change and continuous improvement through the development of business case and insight.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter any discussions or offer any assistance regarding sponsorship.

Head of Recruitment and Development

Job Ref: DJMA1794
Job Title: Head of Recruitment and Development
Location: Barcelona – Relocation opportunity
Salary: Circa 50-60,000 (base plus bonus and some relocation assistance and benefits)
Job type: Permanent

We have a fabulous opportunity for an experienced Head of Recruitment to work with a fast growth performance focused contact centre operation who will be willing to relocate to Barcelona; a vibrant cosmopolitan city where nothing is far away. Working for an award-winning international organization, who strives for a reward, recognition culture, which delivers great employee engagement and customer service delivery for their customers.

You will take responsibility for the attraction and recruitment of talent, development and retention across all levels of the organisation. Working with senior stakeholders you will understand the operational plans, priorities and objectives to help create and implement talent acquisition, recruitment and L&D (Learning and Development) strategies.

Building and managing a recruitment, talent acquisition and training team, you will be responsible for and oversee attraction, resourcing, recruitment and talent development trams and lead on the overarching strategy.

You will provide strategic direction on recruitment, acquisition, talent, learning, career and leadership development to ensure the business attracts, recruits, onboards, engages and retains diverse, skilled talent, delivering excellence for all employees.

You will lead in the cultural development of the organisation to ensure demonstrable values of inclusivity, responsiveness and innovation. Driving best practice and working collaboratively to build strong partnerships and relationships with internal and external stakeholders.

If you are interested in applying for this position, you will need to have proven recruitment, internal, or agency background, with team leadership experience, or, HR Generalist background, talent management and development experience, covering, attraction, recruitment, onboarding training and development, ideally within a contact centre environment. You will have excellent communication skills and stakeholder management. Able to work in an empowered fast growth operation.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

CRM Executive / Marketing Executive

Job Ref: DJEM1005
Job Title: CRM Executive / Marketing Executive
Location London – South East
Salary: £24k to £28k (plus performance bonus at 20% and outstanding benefits)
Employment Type: Permanent

This award-winning company are looking for an enthusiastic CRM or Marketing Executive that has experience working with multi-marketing campaigns. This organisation has been established since 2001 and are market leaders in technology within the entertainment industry.

Responsibilities:
• Execution of all reactive and planning marketing campaigns against the campaign plan
• Track activity and core campaign stats with the marketing team
• Create an integrated communication plan using various marketing channels
• To plan, execute and analyse campaigns that are live
• End to end campaign management
• Working alongside the campaign executive to plan, brief and deliver campaigns

Skills and Experience:
• CRM experience, preferably Adobe, Salesforce, Pardot etc
• Campaign management tool experience
• HTLM and CSS experience
• 12 months experience as a CRM Executive or Marketing Executive
• Experience using Adobe or Mailchimp is a strong advantage
• Preferably have worked within a fast paced and energetic environment and wanting to be a part of an exciting and driven team

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

CRM Manager / CRM Lead

Job Ref: Ref DJEM1004
Job Title: CRM Manager / CRM Lead
Location: Central London
Salary: £40,000 – £44,000 plus 20% bonus
Job Type: Permanent

A well established online based company are looking for a CRM Manager to join their team to develop and manage the current CRM system and technologies.

Role Responsibilities:
• Understand and implement the needs of the CRM team
• Provide solutions to improve campaign efficiency
• Optimise technology and processes through the organisation
• Marketing campaigns
• Data unity across all customer lifecycles
• Bridging the gap between marketing, products and technology

What are we looking for:
• CRM Tooling experience
• Working from a technical and operational support background
• Adobe campaign experience

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Collections Team Member – Contact Centre Collections Advisor – Debt Recovery Specialist

Job Ref: DJJM1211
Job Title: Collections Team Member – Contact Centre Collections Advisor – Debt Recovery Specialist
Location: London – South East
Salary: £28k – £30k
Job Type: Permanent

An opportunity for an experienced Collections Team Member – Contact Centre Collections Advisor to take responsibility for the collections and credit control for customers who have missed a payment date, it is a multi-channel, digitally aligned operation within a rapidly growing organisation.
The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As a collections team member, you will work with the collections team manager to identify vulnerable customers and work with them to resolve outstanding debt and any outstanding payments. This is a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your customer base, supporting them through the process and arranging payment plans specific to the customers situation and needs to ensure that the outstanding debt is properly managed and ultimately repaid in a fair and compassionate way.
The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties and responsibilities for the – Collections Team Member – Contact Centre
Collections Advisor will include:
• Delivering strong debt collection skills in an operational environment
• Positively influence and contribute to the team culture
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Collections Advisor, working within a team of collection advisors across phone, email and live chat and be able to show a clear understanding of FCA regulations. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Client Onboarding Team Manager

Job Ref: DJJM1210
Job Title: Client Onboarding Team Manager
Location: London – Greater London – South East
Salary: £25,000 – 35,000 plus bens
Job Type: Permanent

An opportunity for an experienced Client Onboarding Specialist to take responsibility for onboarding new clients to a business to business function within a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Client Onboarding specialist will be able to bring responsible for Onboarding new clients, performing risk assessments and act as a KYC and SIRA expert, performing due diligence and overseeing the identification of high risk applicants, aiming to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Client Onboarding Specialist, you will work within the B2B part of the business working closely with heads of department and other senior customer management team to identify and develop best practice.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements will be part of your responsibilities.

Some of the duties will include:

Risk assessment of new applications, taking and uncovering information and documentation
Conducting Due diligence using methods and practise such as CIFAS and SIRA.
Positively influence and contribute to the team culture along with sharing best practice
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Drive continuous improvement ethos within the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Client Onboarding Specialist to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Resource Planning Manager

Job Ref: DJJM1209
Job Title: Resource Planning Manager
Location: London, Twickenham, Slough
Salary: £35,000 – £45,000 per annum
Employment Type: Permanent

This is an exciting opportunity for a Resource Planning Manager to make the planning function their own. You will manage a small team of specialists to ensure that the right people are in the right place at the right time and ensure excellent customer service can be achieved at all times.

Some of the Responsibilities include:
• Accountable for the forecasting and scheduling of resource for the contact centre, ensuring KPI’s and SLA’s are met on a daily, weekly and monthly basis.
• Responsible for the execution of the contact centre scheduling and demand management plan each day.
• Support the Operations team with data and insight to make Real Time intraday decisions to ensure a positive impact on the business service objectives.
• Produce and develop MI/BI reports

If you are interested to apply:
• An understanding of customer service and contact centre methodologies and processes
• Previous operational within a large scale multi-site contact centre
• Previous experience in both a hands on Planning and MI business analyst role
• Strong Excel experience
• Working experience of using a WFM tool

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.