Inhouse Senior Recruiter

Ref: DJKG1203
Job Title: Inhouse Senior Recruiter
Location: London
Salary £35k to £38k

An exciting new position has become available for an internal senior recruiter to work for a well-established outsourcing company in London. You will report to the HR Manager and be part of the HR team.

The Role
This role will focus on sourcing for a variety of job opportunities for this outsourcer and working closely with the team to ensure process and procedures are followed through.

• Help support the management of the PSL report
• Sourcing candidates through different resourcing methods
• Liaising with other team members and departments and supporting the HR Manager

The Candidate
This role would ideally suit someone that understands the inhouse recruitment process and can show impeccable IT skills. They would like someone that is innovative at looking at new ideas to entice candidates as well as working with the job boards. If this is you, please sent your CV in to apply 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 organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

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

Customer Service Manager (inbound)

Ref: DJKG1201
Job Title: Customer Service Manager (inbound)
Location: London
Salary £37k to £40k plus bonus

An exciting new position has become available for Customer Services Manager. You will have 2 direct reports, who in turn will manage a team of 15 to 20 inbound customer service agents.

The Role
This role will focus on B2C customers and the main remit is to grow and develop this bilingual and trilingual department. You will be a visual contact with internal and external stakeholders and lead and develop the Team Managers.

• Full responsibility of the client reporting, P&L management and leadership and management of Team Managers
• Cross functional collaboration with other departments and teams
• Regular meetings with internal and external stakeholders
• Working with the departments KPI’s and SLA’s
• Ensuring the development, training and coaching of Team Managers and the inbound team

The Candidate
I am looking for someone that has previous experience in managing a B2C inbound contact centre. Someone that is used managing a department that can be dealing with sensitive issues, queries or complaints, so empathy is essential. You must have a proven track record in performance and achieving targets with exceptional leadership and organisational skills.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

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

Client Services Manager

Ref: DJKG1200
Job Title: Client Services Manager
Location: London
Salary £37k to £40k plus bonus

An exciting new position has become available for a Client Services Manager. You will have 2 direct reports who in turn will manage a team of 25 to 30 sales through service agents.

The Role
This role will focus on B2B existing customers and your main remit is to coach and develop the team leaders and be a visual contact for internal and external stakeholders and the contact centre.

• Full responsibility of the client reporting, P&L management and leadership and management of Team Managers
• Cross functional collaboration with other departments and teams
• Regular meetings with internal and external stakeholders
• Working with the departments KPI’s and SLA’s
• Ensuring the development, training and coaching of Team Managers and the outbound team

The Candidate
I am looking for someone that has previous experience in managing a B2B outbound contact centre. You must have a proven track record in performance and achieving targets with exceptional leadership and organisational skills.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

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

Chief Operating Officer

Job Ref: DJMA1741
Job Title: Chief Operating Officer
Location: South East
Salary: £120-150,000 base plus bonus bens and equity incentives

The Chief Operating Officer will play a pivotal role in the continued growth and development of this fast growth, early stage development, digital marketplace. You will be tasked with developing and delivering robust operational foundations to realise expected double digit growth throughout the coming years.

This exciting aspirational business are looking for an experienced, entrepreneurial, operational leader, with experience of delivering profitable, growth within a scalable digitally focused business.

As a key member of the senior management team you will work with an experienced team of investors and support the CEO in the delivery of company strategic and operational goals.

With responsibility for service excellence and delivery across operations, the role requires a customer focused, commercial, entrepreneurial and practical approach to help this business achieve their ambitions and operational objectives, whilst experiencing significant growth in business, staffing volumes and operational reach.

Through effective data analysis and the assessment of operational and performance metrics, you will identify growth potential and drive business efficiencies through the use of technology, whilst also enhancing our products and services to our customers.

If you are interested in applying for this role, you will require first-rate communication and presentation skills with the ability to motivate, develop and lead staff.

You will have previous experience leading a VC, or PE backed, digitally focused business through significant growth. You will also need to evidence the ability to scale an operation efficiently and effectively whilst maintaining and delivering a best in class customer proposition.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, 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 Customer Experience

Job Ref: DJMA1740
Job Title: Head of Customer Experience
Location: South East – Central London
Salary: £60-80,000 base plus bonus bens and equity incentives

This is an opportunity to take the lead on the development and delivery of the customer service and customer experience within this fast growth, ambitious digitally led business.

In their early stages of development but with strong VC backing and investment, this business are already the market leader, profitable and are experiencing double digit growth which is expected to continue for the coming years.

They are looking for a hands-on, strategic leader to join the senior management team, working as the customer champion and to take what is initially a smaller customer service function to deliver best in class customer experience to a dual customer in a digital

Some of the responsibilities will include:
• Set the strategic vision for customer service and the wider customer experience in a digital user environment.
• Recruit, train and develop a high performance, highly engaged team.
• Set the tone of voice and communication strategy across a multi-channel contact environment, with a focus on digital.
• Set and deliver best in class customer service.
• Develop continuous improvement, recommending and implementing process, tools and technologies which will deliver an enhanced digital and customer experience.

If you are interested in applying for this role you will be a commercially, customer focused leader, ideally within a digitally led customer operation, or with exposure to a high level of digital users and have experience of defining the digital customer journey and experience. You will also need to evidence the ability to scale an operation efficiently and effectively whilst maintaining and delivering an excellent customer proposition.

This role is leading a small team but will require a great deal of influence and strategy development and delivery, so a strategic thinker with a hands-on approach to ensure the strategy is fully implemented, embedded and delivers the required results will be required.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, 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.

Business Development Manager

Ref: DJAD1030
Role: Business Development Manager
Location: South East (Field based role)
Salary: £50,000 + company car + bonus

A global manufacturing company are looking for a Business Development Manager to join their field sales team, covering the South East. The role will be responsible for targeting and influencing specification managers in the specification chain to introduce their products. It will involve targeting a mixture of new and existing customers using information provided on Barbour ABI.

Duties include:
• Build, manage and convert a rolling 12 – 18 month pipeline for your territory through identification of key business opportunities (existing and new) within Commercial industry sectors.
• Develops and builds business and journey plans based on strong knowledge of the key commercial sectors.
• Lead and manage customer relationships, understanding key issues and opportunities, building collaborative relationships across all levels and functions
• Diagnose customer needs and build ranging, pricing and after sales proposals. Propose and quantify solutions, generate ROI models
• Build monthly forecast based on pipeline conversion and share with national account team to drive accuracy in demand planning process
• Communicate internally across relevant functions robust market, customer and competitor feedback to drive knowledge and inform commercial decision making

The successful candidate will:
• You must have at least two years’ experience working within a field sales based role or within a channel role.
• Knowledge of Barbour ABI and using it to create a pipeline is highly advantageous.
• Experience selling into the commercial specification area of construction is a must.
• Skilled in Excel, PowerPoint, Word and Outlook.

In return you will receive a competitive basic salary, a company car, performance related bonus (individual and departmental), and finally an excellent working environment with fantastic development opportunities.

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 Resource Planning – 6 MONTHS FIXED TERM CONTRACT

Job Ref: DJPF1137a
Role: Head of Resource Planning – 6 MONTHS FIXED TERM CONTRACT
Location: South East
Salary: £85k FTC (or up to £600 per day)

My client is looking for a Head of Resource Planning who will be responsibility for effective capacity planning and insight creation in order to improve Customer Experience, Revenue performance and operational effectiveness of Customer Centres – covering circa 700 employees, handling circa 2.5M contacts per annum across inbound & outbound telephony, email chat media and back office operations. THIS ROLE IS FOR AN IMMEDIATE START.

The successful candidate will have experience of leading a planning team across a multi-channel contact centre operations. They will have extensive knowledge of end to end planning and MI.

The specific responsibilities of the team include contact forecasting, employee scheduling, adherence and real-time management as well as being responsible for optimisation of the Customer Centre telephony including Voice Response and call routing. The team is responsible for Business Performance reporting, regular report production (Operational performance, Customer Satisfaction, People engagement), revenue forecasting & targeting and developing new reporting tools and databases. In addition, expert support Insight is provided to the Customer division.

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 Manager (Client Service Manager)

Job Ref: DJMA1738
Job Title: Customer Service Manager (Client Service Manager)
Location: South East, (North London)
Salary: £35-45,000 base and car plus bonus bens

This is a stand-alone customer management position to oversee and take responsibility for the highly effective customer proposition, development and delivery between this business and one major B2B client customer.

You will work on-site, within the internal function/operations and externally across departments, acting as a conduit between the client and your organisation to ensure learning, development and delivery of a great customer service, which will impact both parties.

Excellent presentation and communication skills will be required as you work with a variety of stakeholders both internally and externally from Director and board level to Agent and field based personnel.

You will need to use your communication, interpersonal influence and negotiation skills to win the hearts and minds of your peers, colleagues and partner companies to develop and implement a strategy which delivers increased customer service and satisfaction, putting the voice of the customer at the heart of all operational delivery. Developing, co-ordinating and managing any internal, or external training, coaching and initiatives.

You will play a pivotal part in the business achieving its goal of offering a differentiated service to its customers and partner companies.

If you are interested in applying for this position, you will have a passion for the customer and have previously worked in a Customer Service function, ideally within a B2B environment, or working with external partner companies, you will need a strong skill set across relationship development, stakeholder management and driving effective customer change.

The role will require some travel to field and other operational locations.

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.

Customer Service Director

Job Reference: DJHC4249
Job Title: Customer Service Director
Location: South East – National Travel
Salary: Up to £85k salary + bonus (£100k OTE)

I am looking for an influential and dynamic Customer Service Director to drive transformation across a regional and therefore multisite customer service operation.

If you are looking for the next step in your career, are passionate about the customer, and are experienced in instigating and driving large scale customer centric transformation, then this role could be for you!

Some of the responsibilities will include:
• Redesign of the customer service operating model, including structure, technology, and process
• Influence key stakeholders to gain buy in for significant transformation across the customer organisation, demonstrating customer experience improvements and return on investment
• Engage the employee and customer base to create an industry leading customer experience
• Modifying the sales and service strategy, putting the customer at the fore
• Implement effective processes and process management across the customer function
• Design and own the credit control process, with a focus on diminishing aged debt
• Manage the customer service teams, across multiple UK sites

This role requires significant transformation management and implementation, and so you must be able to demonstrate an ability to drive change through others. Knowledge of customer service in a retail and/ or regionalised environment will be 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 Customer Service

Job Ref: DJMA1737
Job Title: Head of Customer Service
Location: South East, (North London, Northern Home Counties/Hertfordshire).
Salary: £60-70,000 base plus bonus bens

The Customer Proposition is in its early stages of development within this fast-growing utility services company. As the Head of Customer, you will lead on the customer strategy to build and manage effective systems, process and a culture which puts the customer front and centre of all activities, to deliver a first-class customer experience, through partners as well as direct contact.

Reporting to the CEO, you will be part of the senior leadership team. You will need to use your communication, interpersonal influence and negotiation skills to win the hearts and minds of your peers, colleagues and partner companies to develop and implement a strategy which delivers increased customer service and satisfaction

As the voice of the customer you will build and gather insight and analytics from large amounts of data to present a compelling story and need for change, highlighting risk, reward, compliance and opportunities for future strategy development.

You will be responsible for developing a robust service management mandate which can be monitored for compliance and performance across internal and external partners and developing an effective on-going training and development plan to drive customer service thinking across all business areas.

You will play a pivotal part in the business achieving its goal of offering a differentiated service to its customers and partner companies.

If you are interested in applying for this position, you will have proven experience leading a customer proposition and strategy, ideally from within a utilities environment, building services, facilities management and or construction business. Alternatively, evidence of working with third party partners in a B2B contract capacity to achieve a performance uplift and enhanced customer service and experience, could also be considered.

This role is leading a small team but will require a great deal of influence and strategy development and delivery, so a strategic thinker with a hands-on approach to ensure the strategy is fully implemented, embedded and delivers the required results will be required.

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.