Contact Centre Manager (Sales)

Job Ref: DJJM1123
Job Title: Contact Centre Manager (Sales)
Job Location: Yorkshire
Salary – £40k to £50k + Bens

Reporting to the Director of Field Sales, this role is within an exciting and expanding company within a high growth and competitive market sector. The post-holder will play a pivotal role in the acquisition of new contracts with clients and ultimately the on-going success of a B2B sales function, effectively delivering robust and compliant sales success in order to maximise all business opportunities.

Some of the responsibilities will include:
• Provide lead on contact centre change programmes focusing on sales through service
• To ensure a first-class customer experience in all interactions, building Client relationships and securing business
• Performance management of both team managers and team members, including driving a coaching culture and planning training programmes
• 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 a cultural change, 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 through change and can evidence a strong sales background where they have continuously exceeded target 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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Customer Complaints Officer

Job Ref: DJJM1127
Job Title: Customer Complaints Officer
Location: Yorkshire
Salary: To 20K + bens

Reporting to the Team Manager, this role carries responsibility for the management of complaints handling, tasked with delivering an outstanding level of service and effective complaints resolution across multiple channels within a regulated industry environment.

Some of the responsibilities will include:
• Management of a Complaints handling process, managing targets / KPI’s in accordance with departmental objectives
• To deliver an effective complaints resolution service in accordance with appropriate regulatory compliance and legal guidelines
• To actively contribute to the development of ‘complaints management strategy’ in conjunction with the senior leadership team
• To instil and maintain a customer-centric approach, ensuring a positive customer journey across both B2C and B2B operations
• To work collaboratively with the wider management team, in pursuit of corporate objectives and delivering of an outstanding customer experience across all interactions

The ideal candidate will be able to give evidence the successful performance of complaints resolution within a contact centre / call centre operation. Individuals with a proven track record within the financial services sector (FCA / CCA regulated), with first-rate communication skills 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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Resource Planning Manager

Job Ref: DJPF1130
Role: Resource Planning Manager
Location: East Midlands – Commutable from South Yorkshire
Salary: £40,000 – £50,000 Dependent on experience

This is an opportunity for a proven Resource Planning Manager to join an exciting well-established Multi-Channel Contact Centre based in the Midlands.

This role will be responsible for end to end planning within the Contact Centre. Some of the duties will include:

• Lead and develop a workforce team of circa 8 direct reports
• Strategic support
• Forecasting, sizing, capacity management
• Overseeing shift planning and real-time management in order to reach optimal staffing levels
• High-level reporting – definition of reporting needs, analyses for overall process improvement
• Driving efficiency through detailed analysis of real-time activities
• Collaborate and form solid relationships with several key departments
• Own and be an expert in our WFM technology, leading knowledge development within the business to optimise use of functionality

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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Contact Centre Manager

Ref: DJKG1183
Job Title: Contact Centre Manager
Location: Leeds
Salary £35k to £40k

Working for a well-established company that due to internal promotions are looking for a dynamic and successful Contact Centre Manager.

This well-established distribution company is looking for a strong Contact Centre Manager that can lead and manage an overall fte of 40 with 8 direct reports. This company has award winning with their customer experience.

The Role:
The successful person with take full ownership of the customer service department, working on a B2B and B2C level. You will effectively manage and lead the department to achieve the needs of the business on all levels. You will report to the Head of Client Services.

• To manage the delivery outstanding customer experience and service
• Identify areas of improvement through best practice
• Addressing client complaints and escalations in a timely manner
• Identifying training needs throughout the department
• Explore growth opportunities
• Responsible for achieving KPI’s and SLA’s for the department

The Candidate
My client is looking for someone that is already experienced as a Customer Service Manager or Contact centre Manager, showcasing outstanding people management skills. Some client visits may be required on occasions, so a car owner and driving licence is essential.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.
Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Head of Resource Planning

Job Ref: DJPF1114
Job Title Head of Resource Planning
Location: Czech Republic
Salary: Up to 50k

This is an opportunity for a proven Head of Resource Planning to join an exciting well established organisation, based in the Czech Republic.

This role will be responsible for end to end planning within the contact centre. Some of the duties will include:
Lead and develop a workforce team of circa 18 direct and indirect reports
Strategic support to C-level
Forecasting, sizing, capacity management
Overseeing shift planning and real-time management in order to reach optimal staffing levels
High-level reporting – definition of reporting needs, analyses for overall process improvement
Driving efficiency through detailed analysis of real-time activities
Collaborate and form solid relationships with several key departments
Ensure all documentation within the department is kept up to date and in line with expectations, inclusive of 121’s, coaching’s, meeting notes, performance plans & reviews

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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Head of Customer Experience

Job Ref: DJMA1723
Job Title – Head of Customer Experience
Location CZECH REPUBLIC – RELOCATION OPPORTUNITY FOR UK/EU EX PAT

The Cost of Living in the Czech Republic can be significantly less than here in the UK, please contact us for more information.

Reporting directly to the Chief Customer Officer, the Customer Experience Head has full accountability for improvement of this fast moving, disruptor brand services to ensure they are doing all they can as a company to not only satisfy our customers needs but to wow them.

Acting as the voice of the customer and our employees, the Head of Customer Experience will transform the data points into tangible feedback which can then be leveraged into actionable items, driving customer experience to the forefront of our business model and helping this ambitious organisation to become No1 in the next 5 years.

They are looking for a senior professional with an open mind and willingness to jump into a very dynamic and growing environment. Experience within the travel, online, or airline industry would be a distinct advantage.

Some of the responsibilities
• Direct management and development of our Operations Managers who lead the Quality, and Complaints departments
• Responsible for 70+ team and experience of thousands of customers every single day
• Responsible for the Engagement team, act as the voice of the employees and customer. Driving key initiatives to improve employee satisfaction
• Educate, promote and engage the business in the true voice of the customer
• Stay ahead of the curve with customer experience and technologies/trends
• Ownership of all customer feedback channels, inclusive but not limited to, social media (complaints only), Trustpilot, partner escalations, internal escalations and CSAT
• Collate all relevant reporting into a clear format giving valuable insight into how our customers perceive our service and implement action plans/projects to drive continuous improvement and efficiency gains
• Align all quality, complaint and customer feedback documentation and processes in line with COPC framework and our Customer Support Values
• Help us drive global awareness of our brand and excellent service offering by supporting us in our quest to be awarded for world class industry recognition
• Full accountability of cost control and team budgets
• Collaborate and form solid relationships with several key departments inclusive of Operations, Workforce, Training, Outsource Partners, Business Transformation Unit, HR, Data, Marketing and Product teams

If you are interested in applying for this exciting opportunity, you will need good solid customer experience exposure from a fast growth, large, travel, services, online, retail, or airline background. With the ability to come up with solid data reporting models and draw action plans based on them. An experienced people manager (teams of 50+) you will be a natural leader, process and detail orientated.

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.