Senior Web Analyst

Job Ref: DJEM1025
Job Title: Senior Web Analyst
Location: South East
Salary: up to £40,000
Employment Type: Perm

An excellent opportunity for an experienced Senior Web Analyst to join a growing team to help advance their capabilities.

Responsibilities include:
• Creating online reporting and insight, experience using Adobe Analytics & SessionCam is essential for this role
• Web development changes to improve insight e.g. site data layer & tagging
• Improving online customer ID’ing levels
• Spec’ing offline data feed provided using SQL analysts
• Uploading and managing offline data
• Providing insight into the effectiveness of online tests
• Exporting data for use in offline analysis & modelling
• Training SQL analysts
• Sharing online analytics best practices with other web analysts across the business
• Cross-training SQL analysts in online analysis
• Creating online MI & Reporting for marketing campaigns

Experience required:
• Demonstrable web analytics skills
• Adobe Analytics (or equivalent)
• Knowledge of tag management solutions like Adobe’s DTM & Google’s GTM
• Session recording using tools like SessionCam (or equivalent)
• A/B testing and personalisation using tools like Adobe Target (or equivalent)
• Email marketing experience
• Understanding of digital and direct marketing
• Strong Excel skills
• Coding experience desirable (e.g. javascript, SQL)

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: DJPF1288
Job Title: Resource Planning Manager
Location North East
Salary: Up to £38,000 + Bonus and Benefits
Employment Type: Permanent

We are currently recruiting a Resource Planning Manager for an exciting brand based in the North East. You will manage and motivate a team of Planning Specialists within a contact centre environment.

Some of the Responsibilities include:
• Produce accurate demand forecasts using multiple drivers taking into account trends, outliers, expected and future business performance & strategy
• Pro-actively drive most efficient supply v demand plan, presenting recommendations to senior stakeholders to gain buy in
• Ensure required governance is in place to support all planned activity being accounted for within latest plans
• Takes the lead on complex, multi-functional change activity
• Produce strong insights to raise awareness of current risks to plan and influence key business decisions at senior/Head/Director of level
• Manage the end to end process from initiating shift review through to sign off and notice issued to go live, ensuring all scheduling changes to shifts & annual leave amendments are made accurately
• Manage relationship with Regional heads-of & partners to deliver right customer and people outcomes relating to shift and people coverage.
• Look for continuous improvement through external benchmarking & best practice sharing

If you are interested to apply:
• Strong analytical & MS Office skills
• Advanced knowledge of workforce management system (ideally IEX)
• Strong stakeholder management, influencing and communication skills
• Strong planning & organising skills
• People Management

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 / Customer Service / Operations Manager

Job Ref: DJKG1303
Job Title: Contact Centre / Customer Service / Operations Manager
Location: Essex and Greater London
Salary: £35k to £40k
Employment Type: Permanent: Monday to Friday

I am looking for a Contact Centre Manager / Customer Service Manager or Operations Manager that has managed contact centre teams through change and transformation. This well-established client may be able to start the successful person immediately if available.

You will be part of a team of Contact Centre Managers who report to the Head of Customer Services and have 3 Team Leaders with the overall contact centre running at 150fte.

This is a pivotal role within this organisation. The main remit for this role is to reshape and upgrade processes, procedures and systems of the busy contact centre along with looking at training and development within the team.

• Provide direct line leadership and management for the team leader
• Empower the team leader through training and development and execute outstanding customer service
• Promote processes to the team leaders around 121’s, timekeeping, training etc to implement within the contact centre
• Have experience working within a contact centre that is undergoing change and transformation around culture, people, processes and technology

This is a fast paced organisation that can deal with vulnerable people and situations, so an element of empathy and ability to act efficiently is paramount. This role would suit someone that understands the challenges of taking people through transformation in all areas of a contact centre and can really get involved and promote the changes to the team leaders and wider functions of the contact centre.

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

Job Ref: DJKG1294
Job Title: Team Manager
Location: Harlow
Salary: £25k to 30k
Employment Type: Permanent

An opportunity for an experienced Team Manager to join this well-established organisation, working in a high touch, quality led customer service function. This business will be undergoing significant transformation and change, and you will play a key part in enabling, coaching and developing your team to adapt and thrive to deliver an exceptional customer service.

This is a key role within this organisation. The main remit for this role is to manage the day to day delivery of customer service in a high volume, changing environment, helping implement change and transformation, and up skilling your advisors to develop a truly multi skilled team.

As a hands-on Team Manager, you will be great with people and the development, growth and engagement of your team. Through 121’s and coaching, you will help the team thrive and adapt to deliver a great customer experience.

Where necessary you will deal with any escalated issues for both the team management and customer complaints.

• Provide direct line leadership and management of the team
• Empower the team through training and development and execute outstanding customer service
• Help implement and support short- and long-term change plans whilst ensuring quality standards and continuous improvement is delivered
• Working closely with internal and external stakeholders

The team will be working 8am to 8pm on a 6-day working week, so some shifts and flexibility will be required to ensure the hours are covered with your colleagues.

We are looking for a strong experienced Team Manager/Team Leader, within a customer service environment. An individual with a great deal of people, culture and customer skills.

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

Follow us on Twitter @callcentrejobs1

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

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

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

CRM Executive

Job Ref: DJEM1024
Job Title: CRM Executive
Location: South East
Salary: up to £26,000
Employment Type: FTC 12months

An excellent opportunity for an experienced CRM Executive to join the Marketing function of a growing business.

Responsibilities include:
• Creating multi-channel marketing campaigns using Adobe campaign
• Planning & building multi-channel customer journeys
• Planning, Designing and Executing data selections for mail and email activity
• Ensuring data is flowing correctly on campaigns, the customer journey is working as per expectations and analyse the campaign performance
• Analyse data and implement findings for use in marketing campaign

Experience required:
• Previous direct marketing experience
• Experience in running data checks
• A/B testing and analysis
• Managing multi-channel marketing campaigns
• Experience managing different stakeholders
• Experience using Adobe Campaigns
• Good Excel 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.

Team Leader (Customer Experience)

Job Ref: DJJM1244
Job Title: Team Leader (Customer Experience)
Location: Midlands
Salary: Up to £30k salary, plus shift allowance
Employment Type: Permanent

I am looking for an innovative and independent Team Leader, that can manage customer service agents through an exciting period of growth, and take ownership of the team, driving best practise and creating a culture of excellence.

This role is with an exciting FinTech organisation!

Shifts are Monday to Saturday, 9am until 7pm, with the possibility of introducing Sunday working hours.

Some Role Responsibilities:
• Operational Leadership and day to day management of the customer experience team (10FTE)
• Drive customer centric change within the team, advocating best practise
• Drive a supportive and collaborative culture within your team
• Use insight and MI to collaboratively drive customer experience and performance
• Identify cross sell and upsell opportunities, maximising on each customer contact
• Identify training needs and then coach and mentor your team in line with the business culture and objectives
• Develop and onboard new recruits, building knowledge and confidence, to achieve performance outcomes
• Drive ongoing quality improvements ensuring that high quality service is achieved
• Work cross functionally ensuring harmony across the many projects associated with a fast paced, exciting, and growing business
• Ensure that regulatory and compliance requirements are always adhered to and monitored

Key behaviours:
• A strong Team Manager who can both manage and lead from the front
• Customer centric and somebody who always looks for the best customer outcomes
• Resilient through periods of transformation, and able to take customer service agents on a journey

If you are interested in applying for this position, you will need to have a proven track record of working in a contact centre environment, in a management capacity.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Customer Service Team Manager – Contact Centre Team Manager – Call Centre Team Manager

Job Ref: DJJM1243
Job Title: Customer Service Team Manager – Contact Centre Team Manager – Call Centre Team Manager
Location: Cardiff
Salary: £30,000 – 35,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Service Team Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Customer Service Team Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award-winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Customer Service Team Manager, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Team to deliver a positive, engaging environment, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

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 service levels. Input into strategy, development of continuous improvements and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:
• Forecasting, daily planning and delivering great people leadership.
• Delivering strong people leadership skills in an operational environment
• Positively influence and contribute to the team culture
• Motivate, coach and develop staff in the Contact Centre
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• Drive continuous improvement ethos within the contact centre and 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 Customer Service Team Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused 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.

Commercial / Pricing Analyst

Job Ref: DJEM1023
Job Title: Commercial / Pricing Analyst
Location: Kent
Salary: up to £30,000
Employment Type: 11 month FTC

An excellent opportunity for a Commercial Analyst to help support a travel function of a business. They are willing to provide training to anyone with the enthusiasm to learn if you feel you lack in skills. A unique opportunity for someone who is looking at breaking into the commercial market.

Responsibilities include:
• Pricing for all holiday products to ensure that optimal profitability is achieved
• Delivering campaign, price and product activity
• Support maximising sales and assist the purchasing team in promoting destinations and product
• Work with the Product Managers & Purchasing Managers to provide insightful data for product negotiations
• Assist with regular rolling forecasts
• Support delivering actions and strategies for each of the destinations
• Analyse weekly reports and make necessary pricing and yield decisions

Experience required:
• Excellent understanding of pricing processes, commercial issues and impact on wider business
• Ability to monitor trends and patterns in business performance
• Knowledge or interest in the Travel industry – Desirable, no essential
• Ability to set and follow through clear targets
• Good IT & understanding of Microsoft Office
• Ability to work under pressure and to tight deadlines
• Strong interpersonal skills
• Excellent communication skills
• Persuasion, negotiation, reasoning and problem-solving skills
• Initiative, diplomacy, tact and sound judgement

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

Follow us on Twitter @callcentrejobs1

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

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

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

Head of Customer Service Operations – 6 month FTC

Job Ref: DJHB1032
Role: Head of Customer Service Operations – 6 month FTC
Location: London
Salary: up to £100,000 per annum plus benefits
Job Type: 6 month FTC

An exciting opportunity has arisen for an Interim Head of Customer Service to join an established organisation.
Reporting to the Customer Services Director, you will be responsible for the delivery and performance of the customer service operation for the business and will be required to lead and drive the operational customer service strategy for the organisation of around 100FTE.

Working within a dynamic team, you will be responsible for:
• Taking ownership of the delivery on the customer service department with a particular focus on the development of the people and scale up process.
• Delivering and implementing the operational strategy for the consistent performance of the customer service team.
• Developing the internal customer service team to create future leaders and a strong succession plan within the business.
• Driving an evolving culture to continually improve processes and procedures to benefit the customer journey.

You will ideally be:
• Experienced in managing a team at Head of level, reporting directly into board level.
• Able to demonstrate the ability to lead a department to continually improve through the development of a changing environment experiencing continual growth.
• Able to lead and mentor Senior leaders to achieve.
• Experience within a scale up business would be a huge advantage.

This is an exciting Senior level position within an established organisation who are driving change, positive culture and development of the team internally. You will be required to manage teams onsite and will be the inspirational leader within this growing brand.

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.

Customer Insight Manager/Lead

Job Ref: DJEM1022
Job Title: Customer Insight Manager/Lead
Location: Gloucester
Salary: up to £55,000
Employment Type: Permanent

An excellent opportunity for a Customer Insight Lead to develop and lead an insight capability to enable the wider team to understand product performance, and customer challenges, needs, and desires to drive product and service improvement and innovation.

Responsibilities include:
• Developing a framework that monitors customer insight and product performance.
• Creating a monitoring processes across our digital channels to ensure effective monitoring.
• The central point for data collection on product performance.
• Working with existing customer engagement functions, such as customer experience managers and the User Experience Team.
• Ensuring feedback and intelligence is understood and actioned.
• Work alongside customer experience managers, the User Experience Team, the Strategy Manager, product managers, and product owners to ensure that customer needs are being addressed.
• Promoting data-driven prioritisation.
• Establish reporting mechanisms using our CRM system.
• Create performance dashboards and reporting functionality on customer behaviour and product performance, using technologies such as Power BI.
• Contextualise customer behaviour and identify potential new behaviours as a result of shifts in these areas.
• Ensuring that strategic initiatives and exploration have a full and clear understanding of the current and future customer behaviour, and that appropriate customer monitoring is in place for new initiatives.
• Form insight on future customer trends, challenges and user behaviours.

Experience required:
• Experience of using SAS, Python and Power BI is desirable
• Previous experience working from a Market/Customer Insight background
• Analytical
• Someone who can action their insight
• Naturally inquisitive
• Able to work with multiple teams
• Strong organisational skills and a good multi-tasker 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 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.