Team Leader (Customer Experience)

Job Ref: DJHC4274
Job Title: Team Leader (Customer Experience)
Location: Midlands
Salary: Up to £30k salary
Job Type: Permanent

I am looking for an innovative and independent Team Leader, that can manage customer service agents through change, and take ownership of the team, driving best practise and creating a culture of excellence.

In return for effectively taking your team on a huge transformational journey, you will receive a real investment from the company into your future, through industry relevant qualifications!!

Responsibilities:
• Operational Leadership and day to day management of the customer experience team (10FTE)
• Drive customer centric change within the team, promoting this across the rest of the business
• Evangelise customer experience excellence internally and externally
• Use insight and MI to collaboratively drive customer experience and performance
• Identify training needs and then coach and mentor your team in line with the business culture and objectives

Key behaviours:
• A strong Team Manager who can both manage and lead from the front
• Customer centric and somebody who always looks for the best customer outcomes
• Resilient through periods of transformation, and able to take customer service agents on a journey

If you are interested in applying for this position, you will need to have a proven track record of working in a contact centre environment, in a management capacity.

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 in to any discussions or offer any assistance regarding sponsorship.

Customer Experience Manager – Digital Channels

Job Ref: DJRL1051
Role: Customer Experience Manager – Digital Channels
Location: Coventry, West Midlands, Warwickshire
Job Type: Permanent
Salary: Up to £50,000 + Excellent Benefits

A leading Midlands organisation are looking for an experienced Customer Experience Manager who has the experience to lead the transformation of the digital and omni-channel services, overseeing the quality of their end to end digital customer experience, right across the business. They are looking for someone who can increase online customer engagement through constant improvements and innovations.

You will be responsible for ensuring that all services offer an outstanding digital first experience where appropriate, aligning this to both non-digital channels and operational processes for a seamless experience for t he customer. You will need to work across both operational and technical teams to oversee the process from developing their requirements and vision, right through to the practical delivery of online services.

You will be responsible for leading and motivating a small team and will play a key role in championing their digital services as well as an outstanding overall customer experience and customer-driven culture.

As Customer Experience Manager you will own the end to end online customer experience including quality, consistency and compliance. You will develop an approach to digital service management that ensures that they use data, information and insight to understand the performance and quality of existing online services.

The successful candidate will have:
• A good understanding of the dynamic world of customer contact centres, CSAT, omni-channel customer service, root cause analysis and customer experience.
• Experience of developing, improving and managing digital services to a wide range of customer groups.
• Excellent understanding of how to design a digital first process.
• Excellent problem solving and data analysis skills.
• The ability to build strong relationships across the business and influence a range of stakeholders to support the delivery of business goals.
• Excellent people management skills.

In return the company will offer excellent opportunities to progress within the company. They offer a competitive salary and benefits package including: Group incentive scheme up to 15%, Pension, Medical Cover, Life Assurance and a range of flexible benefits.

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/Team Manager

Job Ref: DJKG1271
Job Title: Team Leader/Team Manager
Location: Stoke (Staffordshire)
Salary: £28k
Employment Type: Permanent (shift patterns are during Monday to Sunday – 40 hours a
week)

This is a fantastic opportunity to join an award winning, fast-paced, energetic and innovative company. As a Team Leader/Team Manager, you will need to have outstanding people leadership and management skills. This is a 24/7 – 365 operation.

As a Team Leader/Team Manager some of your responsibilities will be:

• Take ownership for running a successful team and shift
• Review and analyse performance and KPIs
• Direct the team through a multichannel contact centre
• Work to company’s policies and procedures
• Ensure outstanding customer service and experience

This role may suit someone that is used to dealing with complaints or collections as you will be dealing with some difficult customer cases at times. This is a highly regulated environment. Ideally, they would like someone from an online, technology driven company. Delivering strong leadership, coaching and development is paramount for this 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 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.

Commercial Bid Manager

Job Ref: DJRL1042a
Role: Commercial Bid Manager
Location: South East, South Midlands (Northamptonshire, Oxfordshire, Berkshire)
Salary: Circa £47,500 + Company Car + benefits + Free Parking
Job Type: Permanent

This is a great opportunity for a Commercial Bid Manager to develop new business opportunities and be responsible for bid / tender submissions and the management of pipeline opportunities. The ideal Commercial Bid Manager will also support the senior management team in other commercial elements regarding price management and margin initiatives. You will report directly into the National Account Controller.

You will be responsible for the management of all bids, proposals, submissions for potential new customers, scorecard and cost model analysis. You will support the National Account Controller to identify new business opportunities and follow through to tender process. You will work with the National Account Management team with margin controls, price increase and movement. You will oversee all efficiency and margin initiatives.

As Commercial Bid Manager you will ideally have an excellent knowledge of the foodservice market. You will have a proven track record of successfully writing and managing tenders. You will be analytical and have an organised approach to work. You will have a good understanding of all MS Office applications with minimum level 2-3 in Excel.

The ideal candidate will be –

• Able to show a proven track record of successfully writing and managing tenders.
• Highly professional and well organised and have excellent communication skills.
• Able to build strong relationships internally and externally and have a passion for customer service.
• Able to work under pressure and to tight deadlines.
• Able to travel UK Wide.
• Experienced in supplier negotiations.

In return you will receive a competitive salary and excellent benefits including excellent annual leave entitlement, health care scheme, pension, free parking, company car and discretionary bonus scheme.

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.

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.

Solutions & Bid Director

Job Ref: DJHC4271
Job Title: Solutions & Bid Director
Location: UK
Salary: Up to £150k + car + bonus
Job type: Permanent

This is an opportunity for a proven senior executive in the BPO space to join an exciting well established and forward thinking organisation.

Some of the duties will include:
• Onshore/ offshore and multi channel customer solution design
• Innovation including customer experience and digital experience
• Cross functional working with Business Development, Account Management and commercial teams
• Develop solutions and manage large scale and complex bid processes
• Liaise with clients and potential clients identifying opportunities and building strong business relationships
• Delivering complex customer projects through your own team and by leveraging relationships cross functionally
• Create commercially viable and differentiated customer proposals
• Customer Experience journey mapping and improvement

If you are interested to apply for this position then you will need proven experience as a senior executive in the BPO space, building large scale customer solutions across voice, digital, and multi channel, and managing commercial and client relationships.

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.

Resource Planning Manager

Job Ref: DJPF1245
Job Title: Resource Planning Manager
Location: Derby, Nottingham, Sheffield
Salary: £40,000 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.

Contact Centre Operations Manager/Team Manager

Job Ref: DJMA1792
Job Title: Contact Centre Operations Manager/Team Manager
Location: Barcelona
Salary: Circa 30-40,000 (base bonus relocation assistance and benefits)
Job Type: Permanent

Hola……We have a fabulous opportunity for an experienced Operations Manager/Team Manager within a fast growth performance focused contact centre from the UK willing to relocate to Barcelona; a vibrant cosmopolitan city where nothing is far away. Working for an award winning international organisation, who strives for a reward, recognition culture, which delivers great employee engagement and customer service delivery for their customers.

The position will work with a large growing team of Team Leaders and Agents in an inbound sales, loyalty and customer service campaign to include team leadership, development and performance, as well as being a point of contact for the client campaign and reporting on financial and resource issues and developments. You will have responsibility for the leadership, coaching and development of the team and for achieving operational delivery, as well as the success and growth of the account. The successful candidate will also prepare and present financial reports so a good level of Excel will be required.

An overview of the role and responsibilities are below:

• Ensure that productivity, service levels and quality outcomes are consistently delivered to client’s expectations whilst maintaining a positive culture and high levels of team morale.
• Lead successfully, coach, develop, monitor and build a team or teams.
• Ability to challenge and identify better ways of working
• Report metrics to the client and offer recommendations whenever possible, in a pro-active fashion.
• Be an ambassador and act as a role model to other team members.
• Ensure that the team is focused on achieving and exceeding set targets.
• To assess and review teams and individual performance, introducing performance management and improvement measures to maintain and improve overall performance.
• To ensure that development of team members is paramount, through appropriate use of performance reviews, monthly 121s and appraisals.

If you are interested in applying for this position, you will need to have proven contact centre team management experience, have good communication skills and be able to use Excel to deliver reports and analytics. You will be able to work in a performance focussed environment and get the best from your team and stakeholders.

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: DJJM1205
Job Title: Contact Centre Manager
Job Location: Midlands
Salary: Up to £50,000+ Bens and Bonus
Job Type: permanent

Reporting to the Customer Service Director, this role is with a fast-growing 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 a first-class customer experience in all interactions
• To review and enhance customer contact strategy
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Agree service delivery plans and monitor service output
• Provide lead on contact centre change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for understanding customer needs and be able to evidence first-hand experience of developing & 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.

Head of International Sales

Job Ref: DJHC4268
Job Title: Head of International Sales
Location: Midlands / South East
Salary: Up to £100k + 20% bonus
Job Type: Permanent

I am looking for an innovative and results driven Head of International Sales, who has experience of driving sales through people, across international locations.

Spoken languages will be beneficial! Particularly Spanish.

This is a senior role with a very popular and immediately recognisable brand!

Responsibilities:
• Operational Leadership and day to day management of the telesales and Account Management teams, of approx. 20FTE
• Own & develop the sales strategy & business plan for the international business
• Increase revenue and market share by setting objectives and driving performance
• Build strong relationships internally and externally (B2B clients)
• To demonstrate operational management and improvement in a telesales environment

Key behaviours:
• A Leader who can performance manage and develop sales teams to a very high standard
• A customer advocate who will always look at how to achieve best outcomes for the customer
• A strong influencer of people who can work effectively cross functionally internally and externally

If you are interested in applying for this position, you will need to have a proven track record of leading high performance sales teams in a multi channel environment, across international markets.

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 in to any discussions or offer any assistance regarding sponsorship.