Team Leader – Complaints (Call Centre)

Job Ref: DJRL1043
Job Role: Team Leader – Complaints (Call Centre)
Location: Nottingham, Nottinghamshire, East Midlands, Midlands
Job Type: Permanent
Salary: c £27,000 + Benefits

A market leading financial services company are looking for an experienced Team Leader to join their leading contact centre. The successful candidate will be really focused on leadership and developing their team to engage them and promote a customer first attitude.

You will report into the Operations Manager and will be responsible for up to 15 Advisors. The aim of the role is to develop and empower teams to deliver an excellent customer journey to their customers every time, ensuring first contact resolution where possible, addressing the primary reason for the customer contact using all their skills and knowledge. Leading, coaching and engaging their teams in achieving their performance metrics and balancing the sales and service focus of each team member. This role will be part of their Complaints team so experience in Complaint handling is essential.

The successful candidate will:
• Have experience of driving performance 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.
• Have experience of managing people and associated ‘people’ processes.

In return the company will offer excellent opportunities to progress within the company and will support this with extensive management training / coaching. They offer a competitive salary and benefits package.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Team Manager – Junior Project Manager – Project Manager – Team Leader (12 Month Fixed Term)

Job Ref: DJJM1201
Job Title: Team Manager – Junior Project Manager – Project Manager – Team Leader (12 Month Fixed Term)
Location: Birmingham – Midlands
Salary: £25,000 – £30,000 plus bens
Job Type: Temporary

An opportunity for a Junior Project Manager or a Team Manager level individual looking to develop their career, the role is to work within a wider project team for a multi-channel, digitally aligned Customer, change and transformation project managing a number of different strands within a change and transformation project.

The Junior Project Manager will be able to bring passion, rigor and the ability to learn and develop their key skills within a scaling change and transformation project. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this brand apart from the competition.

As the Junior Project Manager within the customer service department, you will work with the Senior Project Managers as well as heads of department and other project specialists to identify and develop, a large-scale change and transformation project, driving the project whilst making sure that the project is running efficiently, on time and within budget.

You will take ownership and responsibility for certain criteria essential to the running of a change and transformation project, developing skills and taking on coaching from within the existing team to deliver a positive, engaging and efficient programme. 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, meet deadlines and manage a project against budget is essential, you will be heavily involved with stakeholders so stakeholder management and the ability to communicate with all streams within the business is a must.

Responsibilities:
• To act as an authority in the particular topic or area.
• Be responsible for sharing knowledge and information and communicating it clearly and concisely to relevant stakeholders in order to contribute to the programme’s overall objectives / deliverables.
• Highlight relevant information to stake holders in order to influence decision making within the programme team.
• Ensure any issues identified regarding process and policy is escalated to the relevant people.
• Take responsibility for deliverables by ensuring they are technically sound by utilising your expert knowledge.

If you are interested in applying for this position, you will need a proven track record in a customer operation within a contact centre environment at a Team Manager level. A passion to learn and develop Project Management skills, having experience of managing to deadline and budget to develop an improved customer service offering. 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 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, 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 Service Consultant

Job Ref: DJJM1198
Job Title: Customer Service Consultant
Location: London – Greater London – South East
Salary: £20,000 – £23,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Service Consultant to take responsibility to respond to consumer calls on a wide range of financial issues, thinking about the customers experience and going the extra mile to resolve the issue at hand.

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

As a Customer Service Consultant, you will work within the B2B or B2C part of the business working closely with other members of the team to deliver exemplary customer service, a good understanding and previous experience of FCA guidelines and have worked within a contact centre are essential as well as a previous record or meeting deadlines and KPI targets.

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 will be part of your responsibilities.

Some of the duties will include:

• Responding to consumer calls on a wide range of financial issues
• Liaising with other members of staff to resolve complex queries
• Drafting written correspondence
• Using judgement to absorb, interpret and summarise large quantities of information
• Identifying and escalating cases where there is a risk
• Working in a team to meet department and FCA goals
Essential Skills

• Excellent spoken and written communication skills, including active listening and using simple language
• An investigatory mind-set, knowing how to find answers
• An ability to make judgement-based decisions, using analytical skills to clarify situations
• Excellent relationship building skills, building rapport, adapting to and empathising with others
• Resilient, able to work to KPI’s even when under pressure
• Positive, composed, impartial and productive

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, 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.

Distribution Team Manager/Home Delivery Manager

Job Ref: DJKG1246
Job Title: Distribution Team Manager/Home Delivery Manager
Location: Slough, North West London
Salary: £30k plus £150 monthly bonus
Employment Type: Permanent

This is a fantastic opportunity for an experienced Distribution Team Manager/Home Delivery Manager to join this growing service led organisation. The Distribution Team Manager will be tasked with hands on management of developing a team and improving performance through training and motivational leadership style.

The department has recently undergone departmental change to improve performance and delivery service to its customers.

The main responsibility is to champion a positive team culture of within the department and lead them in providing an excellent delivery service. You will report to the Distribution Manager and you will have direct and indirect reports.

The Distribution Team Manager/Home Delivery Manager will be a strong coach and developer of people. You will have a hands-on approach, whilst looking to deliver better performance, identifying and driving continuous improvement.

If you are interested in applying for this position, then you will need to have a proven background in management and leadership ideally within a Home Delivery Service with around 5 years experience

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.

Resource Planning Analyst

Job Ref: DJPF1236
Job Title: Resource Planning Analyst
Location: Stockport, Manchester
Salary: Up to £24,000 Plus Benefits
Employment Type: Permanent

My Client is looking for an experienced Resource Planning Specialist who will form part of the team and be responsible for the optimisation of the customer contact strategy. You must have an excellent understanding of inbound / outbound / back office forecasting and planning techniques & technologies. You should also be able to demonstrate how successful deployment can deliver excellent customer experience and operational efficiency.

Some of the Responsibilities include:

• Support the design & development of standard planning models to support various business areas in delivery of performance targets. (Forecast models, Capacity Plans, Recruitment Plans, and Planning Packs etc.)
• To capture and understand the needs of internal / external departments for all aspects of forecasting, planning, resourcing, systems configuration and insight Reporting.
• Create accurate analytical and predictive models and effectively present them in readable format using visualisation methods.
• Work with MI to create new reports which combine and summarise data from multiple sources to generate meaningful information, knowledge and insight.
• Creation and accountability of monthly, weekly, daily and interval level forecasting for all Front & Back Office Departments, ensuring variances are within tolerance.
• Maximise the use of workforce management tool to ensure that effective resource plans are developed.

If you are interested to apply:

• Experience of Contact Centre Planning & Forecasting
• Must have experience of workforce management systems
• ACD, IVR, WFM, Customer Satisfaction, Quality Monitoring,
• Excellent written and verbal communication skills
• Advanced excel skill
• Ability to translate complex data into management information

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 Analyst

Job Ref: DJPF1203
Job Title: Resource Planning Analyst
Location London
Salary: £30,000 + Excellent Benefits
Employment Type: Permanent

As a Real-Time Analyst you will be part of a New Resource Planning Function and will be responsible for the intraday management of resources ensuring the correct number of agents are deployed within a multi-channel Contact Centre. The successful candidate will also be responsible for monitoring back office workstreams.

Some of the Responsibilities include:
• Coordinating the deployment of the appropriate staffing levels so that the Contact Centre can achieve its Service Level (SL) and Key performance Indicators (KPI’s).
• Adjusting intraday forecasts dependent upon information received (Sickness, Over Time request) and changes to business drivers (Marketing, System stability etc.) as the day/week progresses. Once the new projection has been established, adjusting staffing levels by leveraging break Times, Overtime, Meetings, 1 to 1s etc.
• Monitoring all incoming volumes across all queues to ensure the most appropriate staffing levels are set so that SL and KPI are balanced and aligned to agreed targets.
• Invoking action plans where unexpected events affect volumes.
• Running and analysing reports throughout the day. Making recommendations based upon those reports about actions that are needed to achieve SL and KPIs where it is likely to be missed. Instigating actions to maximise SL and KPIs when they can’t be achieved. Adjusting staffing levels according to where the analysis shows over achievement (Ad hoc meetings, Cancelling Overtime etc.).

If you are interested to apply:
• A good knowledge of Contact Centre metrics and their calculation.
• A good knowledge of Work Force Management software and its application in the contact Centre.
• Strong interpersonal skills.
• Good stakeholder management skills at a variety of levels.
• Intermediate Excel skills (able to create macros, create pivot tables and apply common excel functions i.e. Vlookup, Index and Match etc.)

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/ Team Manager – Contact Centre

Job Ref: DJAD1068
Job Title: Team Leader/ Team Manager – Contact Centre
Location: Bourne, Lincolnshire, East Midlands
Salary: £26,000
Employment Type: Permanent

A company with a truly customer centric culture is looking for a Team Manager to join their contact centre due to expansion. The successful candidate will use their proven experience in a Customer Care environment and natural leadership skills to manage a team of up to 12 full and part-time Customer Care Agents on a 4on 4off working pattern. Day to day, you are responsible for their well-being, conduct and performance.

The Team Manager will:
• Relate to and adapt to the different personalities and management styles required of your team.
• Ensure policies and procedures are adhered to at all times
• Organise teams daily, weekly and monthly OKR’s, weekly team meetings and weekly one on one consults
• Contingency planning and the management of operational shortcomings
• Assisting with performance reviews, hiring, absences, holiday planning and rostering
• Responsible for budgetary reimbursements awarded by your team
• Provide data-based reports to stakeholders regarding the performance of your team.
• Be the biggest advocate for your team in a proactive and positive manner, whether via pushing for reduced contacts via web deployments or improved communication with other teams.
• Manager call-backs will be handled professionally and in a timely manner such that your reputation of doing what’s right for the customer precedes you and is demonstrable to your team.

If you are interested to apply and have experience managing a contact centre team, are truly driven by delivering best in class customer service and can commit to the 4 on 4 off shift pattern please do get in touch. Zendesk experience would be advantageous.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Recruitment Consultant

Ref: DJRL1030
Role: Recruitment Consultant
Location: Lichfield, Staffordshire, Midlands
Salary: Competitive Salary + Uncapped Commission

Why not work in one of the most beautiful and historic Cities in the UK, with beautiful architecture including the three spired cathedral and a plethora of resturants and bars.

Based right in the centre of this stunning City, Douglas Jackson are an independently owned, boutique recruitment consultancy who offer a professional, high quality recruitment consultancy and executive search services for permanent, or fixed term contract for mid and senior management level appointments across the customer landscape.

We have an opportunity for an individual who will be focussed entirely on developing new and existing relationships to identify leads and opportunities within this predominantly more technical skill set environment, placing skilled individuals on a permanent and fixed term contract level.

Working closely with the existing team to manage and nurture existing and new accounts to ensure the best level of customer service is realised. Supporting the team and customers; clients and candidates, to achieve successful recruitment solutions and the provision of a professional, quality led service.
In return we offer a professional, friendly and fun team, who provide specialist recruitment consultancy services at a mid, senior and executive management level, on a contingent and retained basis and are proud to work with some of the UK’s leading organisations and globally recognised brands.

The role will offer a competitive basic salary and uncapped commission of up to 50% of billings and attractive benefits. We have weekly, monthly and quarterly incentives which give you the opportunity to finish work early, meals out and much more.

Our offices are situated just 5 minute walk from Lichfield Train Station which is just 40 minutes from Birmingham New Street or Stoke on Trent stations.

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.