Trainer/Coach– Customer Service/Contact Centre

Job Ref: DJKG1274
Job Title: Trainer/Coach– Customer Service/Contact Centre
Location: Hammersmith, London (occasional travel to other locations)
Salary: £23k to £25k (plus outstanding holidays and benefits)
Employment Type: Permanent

A company with a truly customer centric culture is looking for a Trainer/Coach to join their customer service contact centre due to expansion. You will need to have experience working in a Customer Care environment and have been involved in the teams’ training and coaching programmes.

The Trainer/Coach will:
• Develop and maintain training materials for new starters and existing team members
• Onboard new starters providing full induction to the Company and Contact Centre Team
• Create workshops and individual training sessions
• Engage leaners at all levels a deliver training through various methods
• Liaise with management and senior staff to identify individual agents’ skills and gaps in knowledge
• Maintain and update training records.

This position would be suitable for a Team Leader/Team Manager that has been involved in team training and coaching within a customer centre/contact centre environment. They are looking for someone with energy and enthusiasm to see people develop and who are happy to travel from London to their other site in Lincolnshire on occasions.

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.

MI Analyst / Management Information Analyst

Job Ref: DJEM1006
Job Title: MI Analyst / Management Information Analyst
Location: Colchester
Salary: £25,000
Employment Type: Permanent

Working as a key member of the Operations Team you will be working alongside colleagues to deliver a range of reports and data processes to a number of key stakeholders. You will be responsible for the design, creation, improvement and updating of operational MI suites as needed.

Some of the Responsibilities include:
• Contribute to enhancing the functionality of existing reports to increase efficiency and effectiveness
• Maintenance and production of the current BAU reporting schedules
• Develop real-time, daily analytical reporting for departmental managers
• Analysis of service data to identify trends and areas for improvement
• Identify more effective methods of data management and the production of MI

If you are interested to apply you will need:

• Advanced Excel skills
• An analytical mind-set with the ability to see solutions rather than problems
• Highly numerate and IT literate
• Autonomous with ability to manage own workload to meet tight deadlines
• Good communication skills and the ability to present data in a user-friendly way to all levels of the organision.

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.

Marketing Manager

Job Ref: DJKG1273
Job Title: Marketing Manager
Location: West Sussex
Salary: £40k (pro rata)
Employment Type: 6 to 9 Month Contract

This is a fantastic opportunity to join an established and innovative business within the transport industry who have a reputation for industry leading marketing and product development.

As a Marketing Manager on this fixed term contract, some of your responsibilities will be:

• Experience in planning multi-media promotions and campaigns
• Dealing with some media enquiries
• Presenting marketing plans, preparing and controlling budgets
• Identifying target markets and new ways to engage with the customer

This role will suit someone that is available immediately and can demonstrate expertise and delivery in Digital Marketing. Experience in managing a small marketing team is important along with providing high quality, attractive services that focus on retaining and attracting customers through effective communications and promotions.

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.

Bid Manager

Job Ref: DJMA1797
Role: Bid Manager
Location: London with travel
Salary: £50-60,000 and bens
Job Type: Permanent

Opportunity for a commercially minded Bid Manager to join this global brand and business. Working within their European solutions team, a willingness to travel across Europe will be required. A second European language would be advantageous (French/German/Spanish etc). You will work with the wider bid and account management teams to support the sales process, managing the creation of compelling bids within the business development and bidding phase. Targeted to win contracts you will own the complete bid process from start to signature.

Some of the key responsibilities will include:
• Preparation and timely delivery of compelling commercial and technical responses to tender invitations or requests for proposal, with inputs from multiple internal and external subject matter experts
• Preparation of commercial packages for bids including all relevant internal and external negotiations
• Quality assurance of bids, to include commercial/contractual, technical and project delivery reviews with management stakeholders

If you are interested in applying for this role, you will be a proven bid manager, with a strong commercial acumen and experience working within a customer focussed delivery environment. Any recognised industry qualifications across bid management and proposal management would be advantageous.

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 any discussions or offer any assistance regarding sponsorship.

Implementation Consultant (Contact Centre Technology)

Job Ref: DJPF1249
Role: Implementation Consultant (Contact Centre Technology)
Location: South East with UK Travel
Salary: £37,000
Job type: Permanent

This is an exciting role for someone who has a passion for Contact Centre Technology and wants to work for one of the fastest growing Technology organisations in the UK. The successful candidate will deliver outstanding client solutions. Your role will include scoping client requirements, uncovering what customer experience problems need solving, and managing multiple project delivery with the added opportunity of global travel. You will also provide solution implementation services, integration development, training, and associated consulting.

What will I be doing?

• Create, review and manage project direction, approach and key deliverables
• Lead and direct the project implementation activities
• Perform remote and on-site application configuration and support
• Identify and pro-actively manage key risk areas.
• Perform application discoveries, solution design, and product configuration to customer specific requirements.
• Train customers in the use of product.
• Performance of all duties to maximise client satisfaction.

What experience and skills do I need?

• The ability to perform in a fast pace environment and possess the organisational skills to manage multiple projects with tight deadlines effectively.
• Strong analytical and decision-making skills that can be applied in a fast-moving environment.
• Excellent written and verbal communication skills.
• Excellent Presentation skills.
• Experience of training.
• High level of proficiency in Microsoft Office, ideally inclusive of Visio.
• Ability to complete administrative tasks consistently and on time

Desired Experience:
• Experience of working as an implementation consultant deploying software solutions
• Knowledge of Contact Centre Software such as Automatic Call Distribution, Call Recording, Management Reporting and Workforce Management
• Knowledge of Salesforce CRM, Contact Centre Operations, Cloud technologies, SaaS solutions, VoIP.

This role is an excellent opportunity for someone who is looking to take a step into contact centre technology and is looking for a new challenge. It is offers the chance to work alongside some leading organisations within the contact centre World.

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.

Partner Manager/Contract Manager/Performance Manager

Job Ref: DJMA1790a
Role: Partner Manager/Contract Manager/Performance Manager
Location: South East (mix of HOME/Office Base – London)
Salary: £35-42,000 base, bonus and bens
Job Type: Permanent

This is an opportunity to join this membership-based organisation for an experienced customer service and operations professional who is used to working with third party partners, outsourced, or third-party suppliers to ensure the successful contract management.

This is a proactive role for an individual who has excellent stakeholder management and communication skills, able to use Excel to develop robust and insightful reporting.

You will be responsible for the delivery, management and continuous improvements of the contracts, KPI’s SLA’s and service delivery.

By taking a proactive empowered approach, you will identify areas which can be enhanced, and performance increased and work with internal and external stakeholders to develop and drive change to deliver these outcomes.

You will be responsible for delivering activities and services, maximising operational success through proactive planning and forecasting activities. Implementing improved workflows to support successful

You will be the primary point of contact to and from the service providers, joint ventures, shareholders and customers. Act as the primary business partner to the business units/departments and stakeholder when required and ensure that all customer expectations are met.

You will be responsible for implementing a strategic, commercially focused and service driven approach; ensuring continual service and financial improvements are realised, measured and shared.

Regularly review service level agreements against performance, identifying areas for improvement and working with key stakeholders to deliver agreed SLA objectives.

Effectively run the contract governance, assuring all contractual obligations, regulatory and statutory requirements are observed and met.

Own the communication process and ensure timely, concise and effective communication with the business for service outage, interruption and/or service improvement.

If you are interested in applying for this role, you will need to have previous experience in dealing with contract management, ensuring SLA’s and KPI’s are achieved. You will be an excellent communicator and influencer, able to drive change and continuous improvement through the development of business case and insight.

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 any discussions or offer any assistance regarding sponsorship.

Operations Manager

Job Ref: DJRL1050
Job Role: Operations Manager
Location: Brighton, East Sussex, South East
Job Type: Permanent
Salary: Up to £70,000

A market leading financial services company are looking for an experienced Operations Manager to join their leading contact centre. The successful candidate will be responsible for the day to day delivery of the operational plan and putting the Customer First. You will be coaching and supporting teams to drive performance through behaviours and great conversations.

You will report into the Head of Site and will be responsible for the Team Leaders of the Contact Centre. The aim of the role is to lead the culture, pace and tone of the environment by coaching and mentoring future leaders as opposed to managing people via tasks, targets and processes. You will be driving a culture of achievement, positive support and motivation. As a successful Operations Manager, you will contribute to the high performance and continuous improvement across the Contact Centre through sharing learnings and best practice and creating an effective feedback loop to bring improvements.

As Operations Manager, you will need to know your people, recognise potential, understand strengths and development areas and coach and support the Team Leaders to grow their leadership capability.

The successful candidate will have:
• Excellent stakeholder management skills.
• Strong leadership skills with excellent communication.
• Excellent negotiation and influencing skills.
• Knowledge of operational management and best practice.
• Strong external networking skills.
• Proven experience to deliver results to time and targets, managing KPIs to continuously improve performance.

In return the company will offer excellent opportunities to progress within the company. They offer a competitive salary and benefits package.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Contact Centre Manager

Job Ref: DJJM1213
Job Title: Contact Centre Manager
Job Location: Southampton / Bournemouth / Portsmouth
Salary: Up to £50,000+ bens
Job Type: Permanent

Reporting to the head of operations, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure first-class customer experience in all interactions
• Performance management of both team managers and team members, including driving a coaching culture and planning training programmes
• Driving engagement and loyalty of employees, through development of reward schemes and recognition
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Provide lead on contact centre change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff through cultural change, have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Commercial Bid Manager

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

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

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

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

The ideal candidate will be –

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

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

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

Follow us on Twitter @callcentrejobs1

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

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

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