Customer Experience Consultant (3 months possibly extending to 6 month contract)

Job Ref: DJMA1805
Job Title: Customer Experience Consultant (3 months possibly extending to 6 month contract)
Location: CZECH REPUBLIC
Salary: £300-500 per day to include expensed dep on candidate and experience.
Employment Type: INTERIM CONTRACT

You will play a pivotal part in helping the business continue to grow and scale, whilst achieving its goal of being the No 1 service provider for customer service across their sector.

As a Subject Matter Expert Customer Experience Consultant, you will have a good level of strategic level experience within a senior Customer Experience position covering Product Management, Start-up or fast growth scaling operations, Technology, design and innovation, alongside corporate strategy building and high level consulting. Experience within the travel and or hospitality industry will be advantageous.

They will be looking to appoint an individual who can nurture, coach and motivate future CX leaders, offering consultancy and strategy on end to end customer journey design and strategy.

Other responsibilities include:
• Development of a strategic capabilities roadmap
• Ability to use customer analytics to determine customer preferences, needs & behaviours
• Using channel analytics to track the CX across various channels such as IVR, Web, Call / Chat / Email, Voice AI, Social Media and bringing the customer analytics and channel analytics together to developed multichannel customer experience strategies (self service focused)
• Build business cases and calculating ROI on customer strategy initiatives
• Work on cross channel programs and help building a consistent, cross channel CX
• Customer survey development, creation & analytics expertise

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.

Vendor Manager

Job Ref: DJMA1804
Job Title: Vendor Manager
Location: Permanent relocation required to the CZECH REPUBLIC – RELOCATION OPPORTUNITY FOR UK/EU EX PAT, relocation assistance available
Salary: £dep on candidate and experience. (Paid in CZK)

You will play a pivotal part in the business achieving it’s goal of being the No 1 service provider for customer service across their sector.

The Vendor Manager will work as part of Vendor team overseeing a number of global partner supplier in the provision of both front and back office customer contact services. This is a fast paced and constant change environment and as such a robust, analytically minded, excellent communicator will be required to ensure optimum success and performance within this role.

You will be tasked with working with the global, multi lingual global partner suppliers to help deliver a customer experience strategy which will not just satisfy but wow their customers, look at the end to end customer journey and customer experience, across multiple channels of contact and a global contact centre estate to identify continuous improvement and enhance quality and contractual performance.

They are looking for a diligent, robust customer contact professional with an open mind and willingness to jump in to a very dynamic and growing environment. (this is not a traditional customer contact centre environment)

If you are interested in applying for this exciting opportunity, you will need proven experience working in a customer contact centre, within a BPO, Outsourcing or Vendor, contact management capacity. The ability to communicate and influence at all levels will be key, as will an enquiring mind and the ability to act.

The ability to produce and interpret data and identifying when strategic intervention or change is required, coupled with excellent people and stakeholder manager you will be a natural leader, process and detail orientated.

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.

Head of Complaints/Complaint Manager (Contact Centre)

Job Ref: DJMA1802
Job Title: Head of Complaints/Complaint Manager (Contact Centre)
Location: North East
Salary: to £65k plus bens
Contract: Permanent

This is an opportunity for an experienced customer contact centre professional to help deliver a wide reaching cultural transformation and a more customer focussed, efficient and performance focussed complaints management function for this well known business.

Leading a large contact centre inhouse and outsourced operation, you will work with your team to win the hearts and minds of the team and drive continuous improvement across process and people. There is significant change to come and this role will require someone who is used to developing and embedding transformation change which positively impacts your people and your customers.

You will define the Customer Experience in line with the requirements to reduce customer effort and maximise speed to resolution
Translate customer insights and performance metrics to develop a department improvement plan
Monitor performance and measure critical processes to clearly demonstrate how targets link to business plans and any areas that need to be addressed or improved
Ensure that all work areas are aligned with legal and regulatory constraints
You’ll provide leadership and direction to a team of Service professionals empowering them to show great leadership skills and deliver for the business
Improve customer experience through the adoption of digital capabilities (i.e. web chat, online tracking)
Deliver the strategy that effectively balances customer requirements with operational efficiency
If you are interested in applying for this role, we will be looking for an experience Head of Customer Contact and or Senior Manager, with experience of managing complaints teams in a regulated environment. A proven change manager, you will have evidence of delivering large scale change and business transformation.

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 Director/Head of Contact Centre

Job Ref: DJMA1800
Job Title: Contact Centre Operations Director/Head of Contact Centre
Location: Permanent relocation required to a large European city.
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.

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.