Contact Centre Manager (Collections)

Job Ref: DJJM1173
Job Title: Contact Centre Manager (Collections)
Job Location: Midlands
Salary – up to £35,000 + bens

Reporting to the Director of Operations, this collections role is with an exciting and expanding company operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• Managing the day to day workflow and performance of the Collections team in order to meet business KPI targets.
• To consistently review people and process to deliver operational efficiencies and customer excellence
• To work closely with and ensure the performance of an outsourced collections team.
• Develop and maintain effective working relationships will all internal / external stakeholders
• To provide first-class training, coaching and on-going support to department in order to ensure consistently high levels of service, operational performance and staff engagement.

The ideal candidate will be a proven leader who has a target driven, commercially aware mind-set, twinned with a commitment to delivering great customer service in all client interactions. Individuals who can evidence previous experience in a commercial collections environment.

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.

Contact Centre Manager

Job Ref: DJJM1172
Job Title: Contact Centre Manager
Job Location: Midlands
Salary: £40k + Benefits

Reporting to the Operations Director, this role is with an exciting, expanding organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure first-class customer experience in all interactions
• Performance management of Team Managers
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders
• To Drive customer satisfaction through effective management of staff ensuring that all KPI’s are met if not exceeded on a regular basis

The ideal candidate will have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing and delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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.

Field Based Planning Manager

Job Ref: DJPF1188
Role: Field Based Planning Manager
Location: Warwick
Salary: up to £50,000 + Car and benefits

My client is looking for an experienced planning manager to lead a team of Planners to coordinate engineer servicing and breakdown activities throughout the UK.

As Planning Manager you will coordinate and manage the activities of circa 230 engineers, maximising their effectiveness and delivering exceptional customer service.

What will you be doing?
• Analysis to find best fix for the needs of the business and the implementation and management of the solutions.
• Analyse negative effects on the KPIs to find root cause and to recommend and implement solutions to reduce/remove problematical issues.
• Ownership of Planning tools across the company and provide advice and guidance to all users.
• Manage database and ensure correct governance applied
• Manage the planning team to ensure effective use of resources – employed and sub contract

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.

Customer Support Operations Manager

Job Ref: DJKG1234
Job Title: Customer Support Operations Manager
Location: Stoke
Salary: £40k to 50k

My client is an innovative and forward thinking company that thrives on its success through their customers and employees.

The Role:
This role is to put the customer at the heart of everything you do and to focus on customer engagement and experience whilst developing the team and the business.

Key Responsibilities
• Manage Team Managers approximately 4 Team Leaders with an overall fte in cira of 60
• Improve customer experience and engagement
• Enhance process and procedure whilst ensuring customer service is at the heart of the operation
• Work closely with the senior management team to ensure the delivery of business goals and objectives.
• Be an effective Change Manager and lead a team through periods of change.
The Candidate

This team is a 24/7 operation and you will have Team Leaders managing these shift patterns, however flexibility is important for this hire. They are looking for someone that has shown innovation and creativity within their previously roles and who can explore new ideas and challenges.

This role is very much people focused so experience in providing outstanding team motivation and performance is paramount.

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.

Customer Insights Manager

Ref: DJRL1015
Role: Customer Insights Manager
Location: East Midlands
Salary: £47,000 + Benefits

Our client is dedicated to achieving effortless customer experiences and are now looking for someone to lead a new team and be the specialist for the Group on customer data, insight and analytics. This is a brand new position for the company and it will be focused on helping the Group collect, use and understand the data they have about their customers to ensure delivery of their corporate objectives.

You will report to the Director of Customer Services and you will be expected to facilitate and expedite the companies strategic aims for digital self-service, which is both effortless for customers and ultimately reduces their service costs. You will develop a reliable and consistent method of capturing customer feedback across all frontline services to map and understand their journey.

The ideal candidate will have extensive experience in research and intelligence so you are able to hit the ground running and develop the team. You will have practical experience of producing analytical data, research design and customer segmentation. You will be able to understand the minutia of data and will have the ability to explain it in layman’s terms.

To be successful in this role, you will be able to manage multiple initiatives, meet conflicting demands and be able to handle pressures of meeting targets and deadlines. This is a new role which offers the opportunity to create and shape a brand new team and influence the future of our customer offer.

The successful candidate will have:
• Practical knowledge of producing analytical data, research design and customer segmentation.
• Proven experience in the application of statistical and analytical techniques.
• Experience of prioritising, planning and organising workloads to manage expectations and deadlines.
• Excellent Numeracy skills and data rational with the ability to interpret and present information accurately and appropriately.
• Excellent written and verbal communication skills with the confidence to convey information in a concise and persuasive style.

Our client offers a competitive salary and a number of excellent benefits, including excellent holiday entitlement of up to 33 days, agile working arrangements, private medical, pension scheme etc.

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.

Senior Customer Experience Analyst

Job Ref: DJJM1166
Job Title: Senior Customer Experience Analyst
Job Location: Midlands
Salary – Up to £35,000+ bens

Reporting to the Senior Customer Experience Manager, my client is looking for a senior analyst to help shape future customer journeys, providing strategic insights to facilitate the delivery of world class customer service. This role is within a highly regarded organisation operating within an evolving and competitive market sector.

Key responsibilities
• Complete complex data analysis with a variety of purposes for the business
• Provide specifications for reporting
• To perform analysis of data in order to assess customer journeys and make improvements.
• To update, distribute and create new MI reports for the management team, including identifying and fixing errors in reports.

What experience will I have?
• A high level of numeracy and the ability to extract and analyse data
• The ability to use MS Excel and MS Access to an advanced level
• Power BI, MS Azure ML and SQL Transact
• Experience of communicating the processes of complex analysis to an audience with varying levels of understanding.
• Experience of writing specifications and performing quality assurance on work of other data analysts.

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.

Team Leader

Job Ref: DJKG1231
Job Title: Team Leader
Location: Derby
Salary: £22k to £25k plus bonus

My client is looking for an outstanding Team Leader to join their team that can help support and guide then through changes and processes.

The Role
You will report to the Head of Customer Services and your main responsibility is to manage, develop and motivate the CSA’s in order to meet KPI’s and SLA’s. You will work as part of the operational management team and contribute to the broader business objectives.

• Manage the team performance in unity with the Company’s process and procedures
• Implement new processes, motivate and lead the team
• Conducting team meetings on a regular basis
• Under take other projects in the wider business
• Dealing with any escalated complaints
• Understanding of basis HR function in running a small team
• To drive customer strategy and change

The Candidate
Previous experience as a Team Leader working within a contact centre environment. Ideally, they are looking for someone from the Retail or FMCG space that has both sales and service 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, 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.

Marketing Manager

Job Ref: DJHC4265
Job Title: Marketing Manager
Location: Midlands/ Home Based
Salary: Up to £50k salary

I have an exciting opportunity for a Marketing Manager, with a professional B2B organisation in the technology space.

Some responsibilities for the role will include:

• Responsible for implementation and achievement of yearly and quarterly Marketing Communication Plan.
• Full budget management for the Marketing function
• Oversee product launches – including P.R., press and marketing communication
• Plan and implement Channel Marketing Strategy
• Manage all company events and exhibitions, including design and delivery
• Management of third party suppliers
• Development of organisation brand awareness.
• Responsibility for website management, including: content, Google Adwords and SEO performance management
• Bi-quarterly sector quarterly e-newsletter
• Management and development of customer database systems

If you are interested in applying for this position you will need proven experience of achieving great results by leading a marketing function in a business to business environment.

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.

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

Business Development Manager

Job Ref: DJHC4264
Job Title: Business Development Manager
Job Location: Midlands/ Home Based
Salary: Up to £80k basic + OTE

I have an exciting opportunity for a Business Development Manager, with a professional B2B organisation in the technology space.

Some of the role responsibilities and requirement include:

• Field based role selling professional solutions into the utilities sector
• Development and execution of sales strategy to include
target customer and Channel partner development
• Support the company accredited partner program and Channel development strategy
• Work with marketing to complete quarterly marketing and
lead generation program
• Attend quarterly business review presenting sales and strategy performance, strategy and business plan achievements
• Communicate target customer, sector trends and competitor activity back to senior management
• Completion of weekly forecasts
• Attendance of monthly sales meetings
To be considered for this opportunity you will need proven business development experience within a business to business environment.

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.

Team Manager

Job Ref: DJJM1165
Job Title: Team Manager
Location: Midlands
Salary: £25k

I am looking for an experienced Team Manager to join a well-established organisation who are based in The Midlands.

Some of the responsibilities will include:
Motivate and develop team members as well as minimising absence and attrition
Ensure the team are compliant with all regulatory requirements as well as internal policies and procedures.
Maintain strong communication links internal and external stakeholders
Host or attend team meetings to support business requirements and organisational priorities
Ensure your continued professional development is undertaken and be proactive in keeping up to date with industry developments
Support and deputise for other members of the Management Team
Manage the productivity and performance of the team against agreed Key Performance Indicators/ SLAs through effective leadership, coaching mentoring and development activity;

If you are interested in applying for this position, you will need to have a proven track record leading teams who manage and deliver service based activity.

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, 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.