Customer Services Manager

Ref: DJRL1031
Role: Customer Services Manager
Location: Bournemouth, Dorset, South West
Type: Permanent
Salary: Circa £40,000 + Benefits

A rapidly growing fast paced company are looking to recruit a Customer Services Manager to their office in Bournemouth. This is an exciting new opportunity to join a fantastic team. You will be based in the centre of Bournemouth, only a few minutes walk to the beach.

The successful Customer Services Manager will take full ownership of managing internal and external stakeholders and making sure a positive and proactive relationship is maintained. You will be working at both a B2B and B2C level, effectively leading the teams to deliver outstanding customer experiences and ensuring happy and supportive client relationships.

You will report directly into the Customer Services Director and will have responsibility for 80FTE. You will be responsible for driving performance and people to ensure delivery of KPIs. They are looking for a Customer Services Manager who can manage, support and develop Team Leaders through performance reviews, coaching and engagement. You will need to evaluate and enhance processes to ensure a culture of continuous improvement. As Customer Services Manager you will manage costs in-line with budgetary constraints.

The successful candidate will:
• Have at least 2 years’ experience of a senior leadership role, preferably gained in the customer service / contact centre environment.
• Have a deep knowledge in customer experience processes, tools and systems will be essential, with the ability to analyse metrics and provide insight into current and future needs, adapting and improving the service in an agile and responsive way.
• Have experience of driving performance in a target-orientated environment and challenging team members to deliver against objectives/targets.
• Have experience of using positive reinforcement to ensure team members feel valued in their role.
• Demonstrate and promote a ‘can do’ attitude to motivate and inspire others to achieve.

In return the company will offer excellent opportunities to progress within the company and will support this with a training and development programme. They offer a competitive salary and benefits package. The offices are professional and modern with recreation spaces. On site canteen with free hot drinks, free fresh fruit and games table.

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.

Compliance Manager

Ref: DJRL1027
Role: Compliance Manager
Location: Wiltshire
Salary: c£47,000 + Benefits including 27 days holiday, flexi working, pension
Type: Permanent

Our client is a leading company going through a period of growth and are based in Wiltshire. They are currently looking to recruit a Compliance Manager to lead all aspects of an efficient, effective and customer focused compliance service ensuring that it meets all legislative and code of practice requirements alongside key customer, financial and performance targets, to include gas, asbestos, fire, water, electrical and mechanical safety, sewage treatment, renewables, radon, lifts and alarm systems.

Will you be responsible for managing a team of 7 people which you will provide leadership to, ensuring that the team is professional, proactive and customer focused. You will take ownership of all aspects of the compliance service and provide a visible lead across the organisation on all aspects of compliance. As Compliance Manager you will ensure that agreed standards and behaviours are met and exceeded.

You will also need to ensure that all compliance programmes meet their legal, code of practice and regulatory requirements and that processes and procedures and regularly and comprehensively reviewed to ensure their continuing relevance and that they meet sector best practice.

The successful candidate will have:
• A building related qualification.
• Proven experience in managing construction / maintenance projects.
• Knowledge of health & safety at work and CDM.
• Budget management experience.
• The ability to work on own initiative and as part of a team.
• Excellent communication 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 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.

Digital Communications Executive

Ref: DJRL1026
Role: Digital Communications Executive
Location: Ilminster, Somerset, South West
Salary: £25,000 – £30,000 + Excellent Benefits
Type: Permanent

A market leading company are a leading provider in the South West. They are currently looking to recruit a Digital Communications Executive to take responsibility to develop and deliver digital communications to ensure that the business’s digital presence across all platforms is as impactful as possible.

As Digital Communications Executive you will lead the production of creative digital campaigns to support the businesses communication plan by developing relevant and exciting content and digital assets that inspires the audience. You will work closely with the Marketing Communication Managers to create and deliver high quality, engaging and accurate content across a range of digital channels to support communications and marketing campaigns. You will be a dynamic technical expert in being able to make a difference with SEO.

The successful candidate will:
• Take responsibility for analytics, reporting to the head of communications in order to use this insight to continually optimise their performance.
• Be able to manage the businesses overall social media presence, increase internal engagement with ongoing training and development and maximise reach.
• Have a passion for digital measurement and attribution and have a good ability to interpret and communicate information digitally.
• Have a strong knowledge of major search and social platforms, strong analytical capability and the ability to convert that knowledge into compelling campaign content.
• Have experience of working in social media management, email marketing, digital advertising and content marketing with a passion for optimisation and improvement.
• Be a technical expert with strong people and communications skills.

The company invest heavily into their staff and the wellbeing of their employees. They offer an extensive benefits package which includes: Contributory Pension, Private Healthcare, 26 days holiday entitlement + bank holidays, Possible agile working and Flexi Time and Free parking.

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/Client Delivery Manager

Job Ref: DJMA1767
Job Title: Contact Centre Manager/Client Delivery Manager
Location: Barcelona
Salary: Circa 35,000- 50,000 EUROS (base and bonus) relocation assistance and benefits
Employment Type: Permanent

Hola……We have a fabulous opportunity for an experienced Contact Centre Manager from the UK to relocate to Barcelona; a vibrant cosmopolitan city where nothing is far away. Working for an award winning international organisation, who strives for a reward, recognition culture, which delivers great employee engagement and customer service delivery for their customers.

The position will have full responsibility for an inbound sales through service campaign to include team leadership, development and performance, as well as being the primary point of contact for the customer. You will have full responsibility for the operational delivery, as well as the success and growth of the account. The successful candidate will also prepare and present monthly and quarterly reports to internal and external stakeholders.

An overview of the role and responsibilities are below:

Converting enquiries in to sales, where every sale counts and the lead the team to meet sales targets.
Maintenance and development of client relationships, including regular meetings to review performance of the operation, both financially and against KPIs agreed.
To provide executive summaries and provide appropriate recommendations to clients based on KPI’s and Trends.
Hands on management and accountability for operational delivery through Operations Managers, Team Managers and Real Time analysts.
To monitor and control budgets, driving sales and profit targets are met.
To be able to forecast Sales, Gross Profit and People’s cost figures on a monthly / quarterly / yearly basis
Deliver Profit & Loss summary on a weekly basis to BUD/OD
Take ownership for own continuous personal development, undertaking relevant training as and when appropriate.

If you are interested in applying for this position, you will need to have proven contact centre management, with account management or client service management experience, within a sale through service environment. You will be able to work in a performance focussed environment and get the best from your team and stakeholders.

If you are interested in applying for this position, you will need to have worked in a customer service environment in a senior and strategic role, where you have a proven track record in driving customer experience improvements. Have excellent communication and stakeholder 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 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 Communications Manager

Ref: DJRL1025
Role: Marketing Communications Manager
Type: Permanent
Location: Somerset
Salary: £30,000 + Excellent Benefits

A market leading company are a leading provider in the South West. They are currently looking to recruit a Marketing Communications Manager to manage relationships with internal clients to identify and deliver creative communications campaigns supporting business.

As Marketing Communications Manager you will build relationships with internal clients to gain a thorough understanding of their business, business objectives and communications requirements. You will manage and implement PR and marketing campaigns from extracting initial brief through to drafting content, media planning, managing media relations and campaign evaluation. As Marketing Communications Manager you will use a digital first approach and provide end to end project management for campaigns ensuring projects meet both deadlines and budgets.

The successful candidate will:
• Be able to engage and build relationships with national, trade and regional journalists and relevant stakeholders and devise creative story angles to publicise and general interest in the company.
• Be able to develop and maintain an in-depth knowledge of the company and the wider sector to ensure that communications activity is relevant, innovative, dynamic and competitive.
• Have the ability to manage campaigns through work flow and deliver them to time, budget and quality.
• Have a proven track record in creating and delivering integrated communication campaigns.
• Have excellent communication skills with the ability to nurture key client and stakeholder relationships.
• Be a team player who can work as part of a team developing good working relationships across the business.
• Have experience or relevant CIPR or CIM qualifications.
• Have specialist knowledge of direct marketing, digital channels, analytics and campaign planning.
• Excellent communication skills and a strong consultative approach.

As Marketing Communications Manager, you will work with the Head of Communications to ensure that the communications team is a high performing, motivated, values based team through leading, coaching and developing both individuals and the team as a whole to reach their full potential. You will have management responsibility for one individual.
The company invest heavily into their staff and the wellbeing of their employees. They offer an extensive benefits package which includes: Contributory Pension, Private Healthcare, 26 days holiday entitlement + bank holidays, Possible agile working and Flexi Time and Free parking.

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/Client Delivery Manager

Job Ref: DJMA1759
Job Title: Contact Centre Manager/Client Delivery Manager
Location: Barcelona
Salary: Circa 40,000 EUROS (base and bonus) plus relocation assistance and benefits

Hola……We have a fabulous opportunity for an experienced Contact Centre Manager from the UK to relocate to Barcelona; for sun, sangria, a vibrant cosmopolitan city where nothing is far away. Working for an award winning international organisation, who strives for a reward, recognition culture, which delivers great employee engagement and customer service delivery for their customers.

The position will have full responsibility for an inbound sale through service campaign to include team leadership, development and performance, as well as being the primary point of contact for the customer. The successful candidate will also prepare and present monthly and quarterly reports to internal and external stakeholders.

An overview of the role and responsibilities are below:

Converting enquiries in to sales, where every sale counts and the lead the team to meet sales targets.
Maintenance and development of client relationships, including regular meetings to review performance of the operation, both financially and against KPIs agreed.
To provide executive summaries and provide appropriate recommendations to clients based on KPI’s and Trends.
Hands on management and accountability for operational delivery through Operations Managers, Team Managers and Real Time analysts.
To monitor and control budgets, driving sales and profit targets are met.
To be able to forecast Sales, Gross Profit and People’s cost figures on a monthly / quarterly / yearly basis
Deliver Profit & Loss summary on a weekly basis to BUD/OD
Take ownership for own continuous personal development, undertaking relevant training as and when appropriate.

If you are interested in applying for this position, you will need to have proven contact centre management, or client service management experience, within a sale through service environment. You will be able to work in a performance focussed environment and get the best from your team and stakeholders.

If you are interested in applying for this position, you will need to have worked in a customer service environment in a senior and strategic role, where you have a proven track record in driving customer experience improvements. Have excellent communication and stakeholder 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 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.

Legal Advisor

Ref: DJRL1003a
Role: Legal Advisor
Location: Wiltshire
Salary: Competitive Salary + Benefits including 27 days holiday, flexi working, pension

Our client is a leading Housing Association based in Wiltshire. They are currently looking to recruit a Legal Advisor to provide and manage legal advice. You will be supporting all areas of the organisation in all matters concerning land ownership, acquisition, disposal and land / property management, safeguarding and protecting the companies’ interests. You will manage and administer the Housing Association’s property interests including licenses, wayleaves, easements etc. You will also co-ordinate and deliver the right to buy/right to acquire shared ownership and leaseholder services.

As the Legal Advisor you will act as first point of contact across the group for all legal matters relating to land ownership and promptly answer all queries, detailing all options available and providing advice on preferred way forward.

The successful candidate will be:
• A qualified Legal Executive or Solicitor.
• Experienced and hold at least one year PQE.
• Experienced in drafting legal documents including: licenses, easements, leases, section 20 notices, deeds of covenant, deeds of release, witness statements, deeds of indemnity, statutory declarations and all other legal agreements.

In return, the company will offer a competitive salary and benefits including 27 days holiday, flexible working and pension.

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 Manager – Contact Centre

Ref: DJAD1053
Role: Team Manager – Contact Centre
Location: Bristol
Salary: £32,000 + bonus

A market leading service organisation are currently looking to recruit experienced Team Managers to lead a team of multi skilled specialists in their Sales & Service Contact Centre.

Your team will work across inbound and outbound channels in order to achieve exceptional levels of performance and behaviours.

Displaying role model behaviours, you will need to develop the leadership abilities of Senior Agents to support their talent progression, while actively contributing to the ongoing career progression of the whole team and centre.

Role purpose

Outcomes –
• Contribute towards the design and implementation of the department plan and achieve the budgets for acquiring and retaining customers, revenue and discounting
• Implement high standards of operational performance and achieve the budgets for Shrinkage and Average Handling Time
• Ensure the management of individuals operational performance in order to meet the agreed commercial budgets and standards of quality for customer service and compliance
• Set individuals personal objectives and manage standards of performance, implementing HR policies and procedures including performance capability, attendance and conduct

Key responsibilities – People
• Challenge individuals to achieve their best through exceptional levels of performance, ensuring you are effectively coaching and developing your team to deliver performance improvements.
• Lead a results and people focused culture through visibly driving performance whilst coaching individuals/teams
• Support and develop team members through the career progression framework and effective PDP conversations and rectify individual`s underperformance through agreed HR policies
• Positively influence attrition to ensure we retain the right skills and performance

Key responsibilities – Quality
• Ensure products are sold in a compliant manner, and that we `treat customers fairly` in all our activities

Key responsibilities – Money
• Support and deliver continuous improvement procedures/projects across the Contact Centre

Skills, Knowledge and qualifications
• Experience of leading teams in a multi-functional, fast paced Contact Centre across both inbound and outbound to achieve business performance targets across a multi-product portfolio and metrics
• Ability to communicate effectively with all levels of stakeholders
• Good working knowledge of regulatory and compliance procedure
• Commitment to improve leadership capability through completion of Team Manager Apprenticeship L3

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.