Head of Customer Service / Customer Service Manager

Job Ref: DJKG1290
Job Title: Head of Customer Service / Customer Service Manager
Location: Warwickshire (with travel to with travel to London and Swindon
Salary: £50k to £60k (car allowance of £4500)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Head of Customer Service or experienced Customer Service Manager to join a well-established logistics and distribution company who are going through significant transformation.

This role reports to the Director of Customer, with the focus around development and delivery of their ongoing Customer Service Strategy.
As the Head of Customer Service or Customer Service Manager some of your responsibilities with be:
• Create a vision and strategy across multiple customer service centres
• Be accountable for the proactive engagement of the SME clients, reducing churn and attrition
• Monitor KPI’s to ensure customer expectations are met
• Improve quality levels across various sites
• Work closely with the Director of Customer through the transformation strategy

This position would suit a Customer Service Manager who is looking for a step-up or a Head of Customer Service that has recently moved into this post or has been seconded to this position. You will need to have managed multiple sites with approximately 100fte and be able to travel to sites in the South West, London and Scotland.

To apply for this position please forward a copy of your CV to us. 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 Global Recruitment

Job Ref: DJMA1820
Job Title: Head of Global Recruitment
Location: Europe. (The role will be based outside of the UK and will require a permanent relocation)
Salary: Base salary base plus bonus and some relocation assistance and benefits
Employment Type: Permanent

We have a fabulous opportunity for an experienced Head of Global Recruitment to join a fast growth global technology provider, with a large international customer contact operation, as well as a growing head office and support function requirement, this role will be required to permanent relocate outside of the UK

You will take strategic responsibility for the attraction of talent, recruitment process and development for all levels of the organisation. Working with senior stakeholders you will understand the operational plans, priorities and recruitment objectives for the short and long term to create recruitment strategies, partnerships and activities which ensure the onboarding and successful hire requirements.

You will build develop and lead a team of internal recruitment partners who will work in partnership with the wider business functions to gain a true understanding of business needs and future requirements and develop the best attraction strategies for an international, multi-lingual workforce.

You will provide strategic direction on recruitment strategies to ensure the business attracts, engages and retains diverse, skilled talent which will allow the business to continue to innovate and scale.

If you are interested in applying for this position, you will need to have a proven internal recruitment background at a senior/managerial level, or you may work as a recruiter in a RPO or large scale high volume recruitment environment. You will be used to recruiting a wide variety of roles but exposure to the customer contact centre requirements would be advantageous.

You will have excellent communication skills and stakeholder management. Able to work in an empowered fast growth environment, a can do attitude, with the ability to drive effective change.

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, Customer Success, 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 Training and Development

Job Ref: DJMA1819
Job Title: Head of Training and Development
Location: Europe. (The role will be based outside of the UK and will require a permanent relocation)
Salary: Base salary base plus bonus and some relocation assistance and benefits
Employment Type: Permanent

We have a fabulous opportunity for an experienced Head of Training and Development to join a fast growth global technology provider, with a large international customer contact operation, as well as a growing head office and support function requirement, this role will be required to permanent relocate outside of the UK

You will take strategic responsibility for the successful on-boarding, development and retention of new and existing talent. Working with senior stakeholders you will understand the operational plans, priorities and long-term objectives to establish a successful learning and development, training function which helps engage, develop and enrich the skills, development, growth, progression and experience of all levels of personnel across this global business.

You will build develop and lead a team of training and learning professional partners who will work hand in hand with the wider business functions to gain a true understanding of business needs and future requirements, writing, designing and delivering effective training and tools, utilising the most effective channels to develop and improve hard and soft skills, behaviours, product and service knowledge.

You will provide strategic direction and hands on leadership for training and learning and development strategies to ensure the business on boards, engages and retains diverse, skilled talent which will allow the business to continue to innovate and scale.

If you are interested in applying for this position, you will be an experienced Manager, Head of, or Director of a training team. Used to working ideally with a fast growth large, possibly international business.

You will have excellent communication skills and stakeholder management. Able to work in an empowered fast growth environment, a can do attitude, with the ability to drive effective change adding value and enhancing performance.

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, Customer Success, 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 (Outbound Contact Centre)

Job Ref: DJKG1289
Job Title: Team Leader / Team Manager (Outbound Contact Centre)
Location: Stoke-on-Trent
Salary: £28k to £30k (plus bonus and benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Team Manager or Team Leader to join an innovative and forward-thinking digitally lead organisation. The Team Manager or Team Leader will manage a team of up to 30 outbound customer service agents looking after the VIP/Loyalty customers.
This role requires you to be able to work closely with the Customer Service Manager and you will be responsible for delivering and monitoring the day to day responsibility of the team.

As the Team Manager or Team Leader some of your responsibility will be to:
• Take ownership and responsibility for delivering exceptional customer service
• Ability to drive the team forward in focusing on goals and culture change
• Motivate and coach the team / being part of the department’s succession plan
• Work collaboratively with all members of the team and the wider organisation

If you are interested in applying for this position, you will need to have managed a team within an outbound contact centre setting. They are looking for someone that is passionate about delivering exceptional customer service with a strong influencer skills and a collaborate leadership style. They would like someone that wants to go on the journey with them and be part of the succession plans they are putting in place. This role would ideal for someone that has experience in retaining/upselling/cross selling services or campaigns.

To apply for this position please forward a copy of your CV to us. 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 Director/Head of Contact Centre

Job Ref: DJMA1817
Job Title: Contact Centre Operations Director/Head of Contact Centre
Location: Permanent relocation required to a large European city (non UK).
Salary: to Circa 100,000 EUROS negotiable dep on candidate and experience (base, bonus, benefits, small relocation package)
Job Type: Permanent

This role is being advertised across the UK to attract an individual who would be interested in the opportunity to relocate to a large European City for a permanent role.

The position will lead a large team within contact centre operations, in a sales through service, retention, loyalty or service environment.
This is a fast growth outsourced environment and the business will be looking for individuals who can build and develop motivated, highly engaged, performance focussed teams. You will be used to managing a P&L and developing influential relationships with internal and external stakeholders. Developing client relations to ensure the ongoing success, improvement and future retention and growth of accounts.
The Head of Contact Centre will oversee client campaigns and have full relationship management responsibility, as well as owning the operational delivery, recruitment, onboarding, planning, process improvements etc to achieve SLA’s and KPI’s across sales and service for a multi disciplines, multi-lingual, multi-channel operation.

A senior leader you will have the gravitas, influence and operational, commercial experience to take full P&L responsibility, drive the strategic vision and own sales and service with many blue chip and award winning brands for UK, European and a global customer base. The role will include team leadership, development and performance, as well as being the primary point of contact for the external stakeholders on a strategic level.

If you are interested in applying for this position, you will need to have proven Head of Contact Centre/Account Director/Client Services Director level experience gained at a strategic level working within a third-party supplier management, outsource, or BPO 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, 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.

Contact Centre Operations Director/Managing Director Contact Centre

Job Ref: DJMA1811
Job Title: Contact Centre Operations Director/Managing Director Contact Centre
Location: Permanent relocation required to an international coastal location
Salary: £100-120,000 UK Equivalent (Paid in local currency) negotiable dep on candidate and experience, up to 50% bonus, relocation assistance, benefits.
Job Type: Permanent

This role is being advertised across the UK to attract an individual who would be interested in the opportunity to relocate to a large international coastal location for a permanent role senior, strategic role within a large contact centre operation (1000 Plus FTE)

The role will be tasked with shaping the future of the operation by ensuring the delivery of an efficient and effective client experience through the delivery of consistently high-quality service delivery to customers.

This is a fast growth outsourced environment and the business will be looking for individuals who can build and develop motivated, highly engaged, performance focussed teams and grow and develop strategic level client partnership operations.

You will be used to managing a P&L, developing budgets and financial forecasts. Building and developing influential relationships with internal and external stakeholders. Developing client relations to ensure the ongoing success, improvement and future retention and growth of accounts.

If you are interested in applying for this position, you will need to have proven experience gained at a strategic level working within a third-party supplier management, outsource, or BPO 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, 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.

Compliance Manager (Trade)

Job Ref: DJMA1812
Job Title: Compliance Manager (Trade)
Location: Anglia/South East/South Midlands (Cambridgeshire/North Essex/Northamptonshire/Peterborough/Milton Keynes/Bury St Edmunds)
Salary: to £60,000 – 67,000 (base and car allowance, plus bonus and benefits)
Job Type: Permanent IMMEDIATE START AVAILABLE

This is a newly created opportunity for an experienced Trader Compliance Manager to help build and develop this new function to deliver a highly effective international trade function, with regards to quality, compliance, logistics, systems, process and procedures.
Working for a global business, the role will require occasional international travel.
As one of the senior members of the team this role will be a subject matter expert and work internally and externally to develop excellent stakeholder relationships and promote the importance of trade compliance across the business.
The role will be responsible for a small team who will ensure global compliance with international trade regulations supporting the provision of a world class level of service to their customers, driving continuous improvements.
Liaising with all legal bodies and be focused on delivering compliant, on time delivery of products to customers, distributors and facilities.
Manage all Group customs activities as well as develop and drive the Group Trade Compliance strategy and all related Logistics and Supply Chain compliance needs.
If you are interested in applying for this role, we will be looking for an experience Trade Compliance Manager who is looking for a new challenge, any experience of dangerous goods would be 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, 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.

IT Support Administrator

Job Ref: DJEM1012a
Job Title: IT Support Administrator
Location: Newcastle-under-Lyme
Salary: up to £35,000 plus Bonus & Benefits
Employment Type: Permanent

This is an excellent opportunity for an experience Systems Support Administrator to join a brand-new team within the Customer Operations function based in Newcastle-under-Lyme. They are looking for someone who comes from a technical background who can support and maintain the tools that support their Customer Support teams.

Responsibilities include:
• Evaluating, designing, configuring, delivering, and maintaining the tool that support for team
• Keep up to date and function as the Subject Matter Expert (SME) on tools, integrations and delivery – your focus will be on improving the support experience for the advisors and players
• Troubleshooting existing workflows, integrations and other channels

Experience required:
• Strong troubleshooting and analytical skills
• Experience with Zendesk and Oracle is desirable
• Come from a technical background that has provided support to a function previously
• Previous experience with CTI and API integrations

Overall, if you are a driven to help teams succeed, possess strong troubleshooting and analytical skills, and have the ability to dive deep into a new product and learn it inside out, please get in touch to discuss the opportunity further.

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 (Customer Experience)

Job Ref: DJHC4284
Job Title: Team Leader (Customer Experience)
Location: The Midlands
Salary: Up to £30k Salary (Pro Rata – 34 hour week)
Shifts: 2pm until 11pm/ Wednesday to Saturday
Employment Type: Permanent

I am looking for an innovative and modern thinking 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 (15FTE)
• 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 into any discussions or offer any assistance regarding sponsorship.

Customer Service Director

Job Ref: DJMA1815
Job Title: Customer Service Director
Location: South Midlands/South East (commutable from Northamptonshire, Oxfordshire, Berkshire, Wiltshire, Warwickshire, Bedfordshire, Gloucestershire)
Salary: £80k base plus bonus bens.
Job Type: Permanent

Opportunity to join a well-established successful business at an exciting time in their development, with recent investments enabling a platform for significant future growth and an opportunity to transform their customer service strategy to best in class.

As part of the senior leadership team, you will need the gravitas and ability to effectively communicate with a wide range of internal and external stakeholders, as the face and voice of the customer.

Through insight and analytics, you will define and develop the strategy and vision for the future of customer service and develop a continuous improvement culture to achieve a brilliant customer experience.

Fully responsible for a team of Managers and Advisors, you will lead from the front and be a hands on manager, able to immerse yourself within the operations to drive a transformation in culture, behaviour and process, leading from the front you will ensure a robust effective service delivery is achieved in an environment of some significant change programmes.

If you are interested in applying for this position, you will need proven customer service leadership experience, across a varied and complex operation, ideally with some B2B exposure. You will be a proven highly effective manager or great customer service teams and have delivered change projects and programmes which have enhanced the customer experience in a growth 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, 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.