Category Archives: North West

Resource Planning Manager

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Job Ref: DJPF1290
Job Title: Resource Planning Manager
Location: Greater Manchester, North West
Salary: up to £45,000 per annum
Employment Type: Permanent

This is an exciting opportunity for a Resource Planning Manager to set up a planning and MI function from Scratch. 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 role
• Strong Excel 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.

Service Operations Manager – Utilities

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Job Ref: DJHB1034
Role: Service Operations Manager – Utilities
Location: Manchester / Glasgow
Salary: up to £45,000 per annum + benefits
Job Type: Permanent

Are you experienced in the delivery of back office operations within a larger business operation?

Have you led a busy operation through periods of change, transformation or technology implementation?

Do you have experience within the Utilities space?

I’m working with a business who are going through a huge transformation and are embarking on the development of their team structures to further support their overall customer experience. As a result, a newly created position has evolved to look after the Utility clients for this business who are growing rapidly.

Responsibilities will include:
• Guiding the business to operational excellence.
• Ensuring that the business unit is performing at the same standard of higher than other business units across the business.
• Managing the service delivery across the function with the customer’s experience at the forefront of the operation’s mind.
• Engaging, growing and developing an existing team

You will ideally:
• Be an experienced people leader.
• Have an analytical mind and the ability to identify and resolve issues before they become a problem where possible.
• Have an excellent knowledge of the Utilities sector – specifically settlements and metering.
• Be experienced in the delivery of back office operations within an ever-evolving environment.
• Able to cope with digital change with a fast-paced environment.
• Happy to travel to additional site locations as part of the 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.

Motor Claims Manager – Claims Operations Manager – Claims Manager

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Job Ref: DJJM1242
Job Title: Motor Claims Manager – Claims Operations Manager – Claims Manager
Location: Madrid
Salary: 35,000 – 40,000 euro plus bens
Job Type: Permanent

We have an opportunity for an experienced Claims Manager who has experience and knowledge of Motor Insurance claims to take responsibility for a wider Claims assessment function looking at continuous improvement and identifying trends and root cause to improve operational process, liaising and managing key stakeholders where appropriate.

The Claims Manager will be responsible for refining operational processes, procedures and customer journeys to make sure the overall claims process is as lean, fast and efficient as possible. You will share technical expertise, advice and guidance with the management team.

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

As the Claims Manager, you will work across all claims departments, working closely with the team as well as heads of department and other senior customer management team to identify and develop best practice.

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

Some of the duties will include:
• Assessment of process, procedure and policies, driving lean methodologies to create the most efficient operation.
• Conducting Due diligence using methods and practice.
• Positively influence and contribute to the team culture along with sharing best practice
• Provide exceptional customer experience by reviewing customer journey and root cause analysis
• Drive continuous improvement ethos within the team and the wider business
• Define and develop opportunities to improve processes, procedures and a better service proposition to customers

If you are interested in applying for this position, you will need a proven track record within Motor Claims management, you will need to have worked at a senior level previously and experience within a regulated environment is essential, however the ability to think differently, challenge the status quo whilst encouraging those around you to do the same will be key to this exciting role.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused 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.

Resource Planning Manager

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Job Ref: DJPF1287
Job Title: Resource Planning Manager
Location Manchester, North West
Salary: Up to £45,000 + Benefits
Employment Type: Permanent

We are currently recruiting for a Resource Planning Manager who will be responsible for building a high performing scheduling team, creating processes and infrastructure. You will motivate, inspire, and prepare the scheduling team for long-term success.

Some of the Responsibilities include:
• Complete ownership of WFM tool including configuration maintenance, managing licences, and controlling user access.
• Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments and optimise wastage/Influx.
• Leads weekly staffing review meetings detailing previous and current week’s performance and forecasted performance of remainder of current week and next 2-3 weeks, while also identifying risks.
• Liaise with the Forecast Analyst to ensure that all forecasted factors have been considered before the creation of staffing schedules.
• Create long and medium term staffing schedules that are legally compliant; that adequately meet the challenges of matching forecasted factors with agreed service levels; that adequately meet the work/life balance requirements of our staff; and are available for staff a minimum of one month in advance.
• Produce and analyse the variances between the forecasted demand and the resource availability to establish the accuracy by which the demand is being forecasted and the resource being allocated, and make or recommend changes, where appropriate, to meet the demand.
• Manage and process holiday requests in a fair and reasonable manner on behalf of staff. Maintain all records of holiday allowances. Schedule appropriate items such as meetings, training, 1-2-1’s and other development time that meet the needs of our staff and our clients.
• Responsible for the onboarding of new recruits into scheduling system. Liaise with Human Resources to ensure staffing schedules are available within an adequate time-frame for new recruits and other support departments, incl. Payroll to ensure accurate recording of paid and unpaid time of all staff.
• Manage, Review and Process requests for shift changes, liaising appropriately with Operations and HR.
• Identifying own development needs in relation to current role, future plans and own personal development objectives in line with personal, departmental and company development plan.

If you are interested to apply:
• Experience in Contact Centre support role required.
• Experience of Aspect WFM tool.
• Knowledge of complexity of scheduling & intraday management in a multi skill, multi-channel, environment.
• Management Skills – delegation, communication, motivation and managing a cross site team
• Demonstrated experience and success in WFM or Operations oriented projects in Contact Centres.
• Analytical and strong communication skills are essential to be successful in this role
• Advanced skills using Microsoft Excel in a business environment
• Performance Management experience to drive effective real-time service level delivery
• Good relationship skills to collaborate with key operational 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.

Resource Planning Analyst

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Job Ref: DJPF1286
Job Title: Resource Planning Analyst
Location: Manchester, North West
Salary: £24,000 Per annum
Employment Type: Permanent

This is an exciting opportunity for a Resource Planning Analyst to join a newly created resource planning team. This is a great opportunity for the right business and customer focused individual to join a team to further support growth across all call centre teams.

Some of the Responsibilities include:
• Work with the operation teams to create and evolve department level schedules, including internal shrinkages.
• Influence and guide Team managers across the business to assist with delivery and performance through detailed analysis and reporting.
• Maximise the use of workforce management tool to ensure that effective resource plans are developed.
• Provide detailed analysis for “what if” scenarios.
• Manage the process and provide impact assessment of business changes.

If you are interested to apply:
• Experience of Contact Centre Planning and scheduling
• Must have experience of workforce management systems
• Excellent written and verbal communication skills
• Advanced excel skill
• Ability to translate complex data into management information

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.

CRM Manager

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Job Ref: DJEM1020
Job Title: CRM Manager
Location: North West
Salary: up to £38,000
Employment Type: Permanent

This is an excellent opportunity for an experienced CRM Manager to join a well-known retail brand.

Responsibilities include:
• Managing CRM campaigns and driving best practices across the business for email, push notifications and SMS message.
• Manage a team of CRM Executives (5 FTE)
• Support the Head of Marketing with test and learn programs and work cross functionally on ROI improvements.
• Improve profitability of campaigns through best utilising available targeting and segmentation tools.
• Managing and cleaning the customer database.
• Understand the customer lifecycle and optimise communications across all channels.
• Developing key campaigns cross functionally.
• Work with the Head of CRM monitoring group targets and cost.
• Working cross functionally to plan promotional email campaigns promoting brand messages and key product areas.
• Continued competitor analysis.
• Continuously improving site and content performance.
• Manage 3rd party relationships.
• Own the organisations NPS feedback mechanism, striving to improve month by month.

Experience required:
• Experience of CRM programs is required
• Strong stakeholder management
• Digital analytics
• Practical
• Able to challenge the team
• Strong influencing skills
• Strong organisational skills and a good multi-tasker is essential

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.