Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager – Project Manager

Job Title: Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager – Project Manager
Location: Swindon – South West
Salary: Up to £45,000 plus bens
Job Type: Permanent

An opportunity for a Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager – Project Manager to take responsibility for a multi-channel, digitally aligned and ever evolving customer experience operation.

As the Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager – Project Manager within customer service, you will work with the Continuous Improvement team to identify and develop the best customer journey through every channel, using insight, data and market intelligence to drive a positive Customer Journey and have a positive impact on NPS/CSAT scores.

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 outcomes.

Some of the duties and responsibilities for the Customer Experience Manager – Customer Journey Manager will include:

• Champion the design and implementation of the customer journey over every customer channel.
• To build and maintain solid long-term relationships with internal stakeholders
• To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
• Drive continuous improvement ethos within the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager – Project Manager working with a team of customer service professionals to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

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.

Project Manager

Job Ref: DJRL1047
Job Role: Project Manager
Job Type: Permanent
Location: Yeovil, Somerset, Bristol, South West
Salary: Up to £40,000 + Excellent Benefits + Flexible part home working

A South West based not for profit charitable organisation are currently looking to recruit a Project Manager who can ensure the successful delivery of agreed, specified projects, through robust project management within the defined project management framework.

You will provide dedicated support and service on all specific projects. You will ensure all allocated projects are designed and managed across all key stages of the project delivery life-cycle, in accordance with the defined project management framework.

As Project Manager you will effectively build and manage key relationships with key project stakeholders to ensure effective and successful management of projects. You will effectively monitor and review project progress in order to identify when and what appropriate remedial action is required. You will provide accurate and timely project reporting to the programme manager as required in order that the board and leadership team are aware of progress.
The role is either based in Yeovil or their Bristol office. There is also a possibility of agile working.

The successful candidate will:
• Be able to bring a successful track record in multi disciplined project management. Stakeholder management and collaboration shills.
• Have the ability to manage projects within budget.
• Have a proven ability to build relationships across the business as well as great leadership, communication and influencing skills.
• Be able to demonstrate the companies values.
• Have the relevant project management qualification and have the ability to work with project management software, advanced excel skills.
• Have experience of successfully managing projects across varied disciplines, experience of working within a programme management environment.

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.

Programme Manager

Job Ref: DJRL1046
Job Role: Programme Manager
Job Type: Permanent
Location: Yeovil, Somerset, South West
Salary: Up to £50,000 + Excellent Benefits + Flexible part home working

A South West based not for profit charitable organisation are currently looking to recruit a Programme Manager who can build and maintain a clearly defined project management framework. This person needs to support and guide project managers across the organisation.

As Programme Manager you will be experienced with a great record of managing multi-disciplined projects in a dynamic environment. This is a new role which will provide an opportunity to establish a new approach towards enhanced programme oversight.
You will be proactive in your approach when providing timely and accurate MI programme reporting to the board ensuring all aspects of project management governance is in place.

The successful candidate will:
• Be able to lead the development of a formal project management approach across the business, developing systems, tools, policies and an over-arching framework to ensure project management excellence.
• Be able to provide advice, guidance and support to the project sponsor and project lead to ensure an effective project plan is developed.
• Ensure accurate project management governance is in place with a single corporate oversight at any time in order that the status of any given project is transparent.
• Be able to provide timely and accurate MI programme reporting statistics and status updates to the board as required.
• Be able to identify and understand any opportunities, interdependencies and linkages between projects that could affect individual or overall delivery in order that there is effective project planning.
• You will have excellent project and programme management skills with the ability to lead on projects and provide oversight on others.
• Have the ability to build relationships across the business.
• Have great communication skills and have the ability to engage stakeholders.
• Have experience of successfully managing a PMO in a dynamic environment.
• Have experience of building successful relationships with key project stakeholders.

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.

Forecasting Analyst

Job Ref: DJPF1244
Job Title: Forecasting Analyst
Location South West/Midlands
Salary: £27,000
Employment Type: Permanent

As the Forecasting Analyst, you will Support the Operations ensuring they have the right people in the right place with the right skills, delivering a quality service that delights the customer. You will be responsible for Forecasting the Contact Centre demand.

Some of the Responsibilities include:
• Conduct analysis of historical data
• Produce forecast and capacity plans for a multi-channel Contact Centre
• Perform basic modifications in the scheduling system of daily and weekly projected trends and volume
• Monitor trending of average handling time (AHT) and real-time volume, making changes to forecasting as necessary

If you are interested to apply:
• Intermediate knowledge of Microsoft Word and Excel
• Experience with data analysis
• Knowledge of forecasting methods and their applications
• Understanding of Contact Centre Planning theory (Erlang and simulation) and how to apply that without the use of a WFM tool

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 Manager

Job Ref: DJPF1243
Job Title: Resource Planning Manager
Location South West/Midlands
Salary: £40,000
Employment Type: Permanent

As the Resource Planning Manager, you will Support the Operational Strategy by ensuring the business has the right people in the right place with the right skill, delivering a quality service that delights the customer. You will manage the Resource Planning team to ensure delivery of long, medium and short term plans.

Some of the Responsibilities include:
• Deliver an innovative workforce agility strategy that ensures optimal schedule effectiveness while also supporting enhanced employee satisfaction, minimisation of external attrition and delivering year on year Cost Per Minute reductions
• Direct line management responsibility for Planning Specialists, delivering coaching and performance management on a regular basis, both face to face and using remote methods
• Support the creation and delivery of alternative operating model scenarios covering two to five year window, including recommendations on resourcing, technology investment and location of services
• Act as SME in the use of the company’s WFM tools, suggesting and driving future changes/enhancements

If you are interested to apply:
• Extensive experience in WFM in a fast paced customer focused environment
• In depth knowledge of WFM methodologies and technology
• Strong working knowledge of management reporting tools and processes within the contact centre industry (ACD, CRM, e-mail etc.)
• Advanced IT skills, specifically MS Excel
• Excellent influencing and relationship building / interpersonal 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.

Contact Centre Operations Manager/Team Manager

Job Ref: DJMA1792
Job Title: Contact Centre Operations Manager/Team Manager
Location: Barcelona
Salary: Circa 30-40,000 (base bonus relocation assistance and benefits)
Job Type: Permanent

Hola……We have a fabulous opportunity for an experienced Operations Manager/Team Manager within a fast growth performance focused contact centre from the UK willing 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 work with a large growing team of Team Leaders and Agents in an inbound sales, loyalty and customer service campaign to include team leadership, development and performance, as well as being a point of contact for the client campaign and reporting on financial and resource issues and developments. You will have responsibility for the leadership, coaching and development of the team and for achieving operational delivery, as well as the success and growth of the account. The successful candidate will also prepare and present financial reports so a good level of Excel will be required.

An overview of the role and responsibilities are below:

• Ensure that productivity, service levels and quality outcomes are consistently delivered to client’s expectations whilst maintaining a positive culture and high levels of team morale.
• Lead successfully, coach, develop, monitor and build a team or teams.
• Ability to challenge and identify better ways of working
• Report metrics to the client and offer recommendations whenever possible, in a pro-active fashion.
• Be an ambassador and act as a role model to other team members.
• Ensure that the team is focused on achieving and exceeding set targets.
• To assess and review teams and individual performance, introducing performance management and improvement measures to maintain and improve overall performance.
• To ensure that development of team members is paramount, through appropriate use of performance reviews, monthly 121s and appraisals.

If you are interested in applying for this position, you will need to have proven contact centre team management experience, have good communication skills and be able to use Excel to deliver reports and analytics. You will be able to work in a performance focussed environment and get the best from your team and 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.

Team Manager – Real Time Analyst team

Job Ref: DJMA1785
Job Title: Team Manager – Real Time Analyst team
Location: Czech Republic
Salary: 40-45000 CZK per month (relocation assistance offered) Please see cost of living difference with UK and CZK.
Contract Permanent

Have you been thinking about your future with a longing to experience new countries and cultures but want to continue with developing your professional career? Working within a fast paced English speaking environment, so no second languages are required, in a vibrant large city with a number of ex pats due to the growth of international business in the location.

This is an opportunity for a senior analyst or proven manager, team manager, or team leader to join this exciting well-established organisation, based in the Czech Republic.

This role will be responsible for a team of Real Time Analysts who work to support a large, multi lingual, multi-location (inhouse and outsourced), multi-channel; phone, email, chat, contact centre. Working with the Contact Centre Managers and Team Manager you will lead, motivate and develop your team to deliver an effective real time delivery, taking into account all changes in demand, emergency situation and managing any peaks or intraday changes against the outlined schedules.
In addition, you will work with the team and wider stakeholders to identify any change, or improvements which will enhance the real time and wider contact centre activities to ensure better performance and a great customer service to all their customers across all channels.

Some of the responsibilities will include:
• Leading the team responsible for the monitoring of incoming contacts from customers
• Selection of new team members, their onboarding and training, shift planning
• Building processes for Real time analytics
• Building reports for Operations and Outsource partner relationships
• Secure that Real Time Analyst’s feedback, reporting to operational manager, carrying out reviews, recommendations and insight for further Data Analysis and reporting.

If you are interested in applying for this role, you will need good Excel skills and an understanding, or experience of real time analytics. You will need to be willing to relocate to an overseas location.

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.
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Contact Centre Manager (Senior Contact Centre Manager)

Job Ref: DJMA1783
Job Title: Contact Centre Manager (Senior Contact Centre Manager)
Location: Gloucestershire (South West/Midlands)
Salary: £55-65,000 base including car allowance, bonus, bens, life, pension etc
Job Type: Permanent

An opportunity for a creative, professional contact centre leader who is looking to move and function beyond a traditional contact centre manager role. This role will require a customer operations leader who can not only develop, nurture and empower their team, being there for them as a mentor and leader but also someone who can identify, develop and present a persuasive business case for continuous improvement and transformational change to board and director level.

This is a multi-disciplined, financially regulated contact centre, dealing with sales, service, complaints, loyalty and retention in a front and back office environment.

The Contact Centre Operations Manager will lead a large team through Managers and have responsibility for the development, performance and growth of the contact centre and team members, ensuring that targets are achieved across both sales and service objectives.

The successful individual will lead by example, driving engagement the nurturing and embedding the right team behaviours to develop and support future strategies, collaboration, continuous improvement and adaptable, capable operation.
You will take a lead role ensuring the delivery of a compliant customer operation and delivering customer service, complaints and strategic performance.
Recruit, develop and motivate the team to improve overall capability and performance providing effective talent, succession planning and performance management.
Prepare and present reports based on insight and analytics, work with senior leaders and colleagues, through your excellent communication skills ensure understanding of strategic goals are clear and can be successfully implemented.
To drive contact centre best practice, ensuring the right tools, processes and procedures to maximise each opportunity, with proven experience managing a contact centre, driving and developing highly effective change, whist delivering against performance targets and objectives.

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.