Client Onboarding Specialist

Job Ref: DJJM1184
Job Title: Client Onboarding Specialist
Location: London – Greater London – South East
Salary: £25,000 – 30,000 plus bens
Job Type: Permanent

An opportunity for an experienced Client Onboarding Specialist to take responsibility for onboarding new clients to a business to business function within a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Client Onboarding specialist will be able to bring responsible for Onboarding new clients, performing risk assessments and act as a KYC and SIRA expert, performing due diligence and overseeing the identification of high risk applicants, 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 Client Onboarding Specialist, you will work within the B2B part of the business working closely with heads of department and other senior customer management team to identify and develop best practice.

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:
• Risk assessment of new applications, taking and uncovering information and documentation
• Conducting Due diligence using methods and practise such as CIFAS and SIRA.
• Positively influence and contribute to the team culture along with sharing best practice
• 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 Client Onboarding Specialist 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.

Compliance / Health & Safety Assistant

Ref: DJRL1034
Role: Compliance / Health & Safety Assistant
Type: Permanent
Location: London, Greater London, South East
Salary: Up to £30k + Benefits

A leading and forward thinking national Housing company are looking to recruit a highly motivated and confident Compliance Assistant for their London office. They are looking for someone who has a background in property and experience of working within compliance or Health & Safety in the Housing or Property Sector.

This newly created role is responsible for supporting the Audit and Governance Manager with the day to day maintenance of all relevant policies, with ensuring that the Compliance Directorate is acting in line with the companies own code of practice around good records management and with ensuring that their risk register, audit log, and safeguarding action tracker is kept up to date.

This market leading property company are looking for a Compliance Assistant and within this role you will assist in the preparation and ongoing maintenance of the Compliance Directorate`s policies and procedures. You will also need to maintain an up to date register of review dates for the Compliance Directorate`s policies and procedures. You will also need to ensure that the Compliance Directorate`s risk register and associated action log is up to date and current.

The role will include you following up on actions associated with the Compliance Directorate`s risk register. You will need to maintain an up to date register of recommendations arising from audit activity and to ensure that these are being progressed as appropriate. You will also maintain an up to date register of recommendations arising from incident investigations and to ensure that these are being progressed as appropriate. To maintain a repository of membership and terms of reference for any governance related meetings within the Compliance Directorate.

The successful candidate will:
• Demonstrable experience within the field of Risk, Governance or Policy Development.
• Have experience of working in a Compliance role within the Housing or Property market.
• Have a willingness to develop expertise in fields which one has no previous experience of.
• Demonstrable experience of servicing meetings.
• Have strong communication, presentation and report writing skills and experience.
• Have knowledge of relevant legislation and governance for the sector.
• Be IT computer literate.
• Be educated to degree standard or equivalent experience.

In return, our client will provide you with an excellent and unique Benefits package that can be adapted to suit each individual. They offer employees the opportunity to choose from a wide variety of benefits which includes Health and Well-being Programme, Employee Assistance and discounts with multiple retailers and many more. They also offer an impressive Pension Scheme and 28 days holiday, with the ability to buy and sell up to 5 days.

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.

Real-Time Analyst

Job Ref: DJPF1217
Job Title: Real-Time Analyst
Location Leeds
Salary: £25,000
Employment Type: Permanent

As Real-Time Analyst you will support the operational business to flag issues, patterns and opportunities relating to performance and achievement against SLAs/KPIs. The role will focus on day-to-day issue identification and resolution.

Some of the Responsibilities include:
• Effective management of work queues, across all customer channels
• Drive operational activity & performance
• Drive Intraday/real-time issue resolution and planning
• Identify & escalate issues around shift & schedule adherence
• Review, analyse, and report on various elements of planning & performance

If you are interested to apply:
• Previous experience in a planning
• WFM systems
• MS Excel
• Good knowledge of workforce management processes and principles
• Strong numerical background
• Ability to build relationships and networks at all levels
• Good understanding of call centre type statistics and systems

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.

Team Leader / Team Manager (Contact Centre)

Ref: DJKG1251
Job Title: Team Leader / Team Manager (Contact Centre)
Location: Stoke-on-Trent
Salary: £28k (plus bonus and benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Team Manager or Team Leader to join an innovative and forward-thinking digitally lead organisation. The Team Manager or Team Leader will manage a team of up to 12 customer service agents.

This role requires you to be able to work closely with the Customer Service Manager and you will be responsible for delivering and monitoring the day to day responsibility of the team.

As the Team Manager or Team Leader some of your responsibility will be to:

• Take ownership and responsibility for delivering exceptional customer service
• Review and analyse performance and KPI’s with relevant key stakeholders
• Develop the team focusing on key motivators to enhance the team and individual achievements and success
• Work collaboratively with all members of the team and the wider organisation

If you are interested in applying for this position, then you will need to have managed a team within a contact centre setting. They are looking for someone that is passionate about delivering exceptional customer service along with strong influencing skills and a collaborate leadership style.

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.

Contact Centre Manager (Sales and Service)

Ref: DJKG1250
Job Title: Contact Centre Manager (Sales and Service)
Location: Chester, Crewe, Warrington, Cheshire
Salary: £28k to £30k (depending on experience)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Contact Centre Manager or Team Manager to join an innovative and forward-thinking organisation. The Contact Centre Manager or Team Manager will be tasked with ensuring the small running of the Contact Centre.

This role requires you to be able to work closely with the Head of Contact Centre and you will be responsible for delivering and monitoring the day to day running of the team leaders.
As the Contact Centre Manager/ Team Manager some of your responsibility will be to:

• Manage and lead the telephony teams within the contact centre
• Driving and encouraging a fun and energetic environment
• Maximise team efficiency to achieve optimum return on investment
• Maintain a high sales culture environment

If you are interested in applying for this position, then you will need to have managed a contact centre within a sales driven environment. This role would also suit someone who is a strong Team Leader/Team Manager that is looking to step-up.

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.

Team Leader

Job Ref: DJMA1757a
Job Title: Team Leader
Location: Kent
Salary: £28-32,000 plus bonus bens
Employment Type: Permanent

Opportunity for an experienced Team Leader/Team Manager to take responsibility for a multi-channel and administration focussed customer contact operation.

The organisation offers a friendly, fun and positive environment, where personal development is encouraged.

You will work with the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Customer Service Advisors to enhance their skills 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.

Some of the duties will include:

Full line management responsibility for all the team including objective setting, performance appraisals, coaching, training and development
Act as an escalation point for internal and external customers
Develop and maintain relationships with internal and external customers and stakeholders
Support projects and developments which will drive continuous improvements and change
Work with the Customer Service Manager to senior management team to ensure SLAs are achieved

The successful candidate will have previous team management experience within a customer service contact centre environment. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, excellent communication and coaching 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, 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.

Team Leader – Team Manager London

Job Ref:           DJKG1242

Job Title:         Team Leader/Team Manager (Contact Centre)

Location:         London/ Greater London, North London

Salary:            £35k

Employment Type: Permanent

 

 

Introduction

An opportunity has become available for a working for a Team Lead/Team Manager to work for a well-known company who are established within the UK and European market.

 

The Role

As a Team Leader/Team Manager, you will work in a busy contact centre environment responsible for a team of supervisors and the wider customer service function.

 

Some of the key responsibilities will be:

 

  • Providing quality and personalised responses to a wide variety of customer queries and complaints
  • Monitor and measure the overall performance of the supervisors
  • Own the complaints and escalation process
  • Monitor the KPI’s and SLA for the team

 

If you are interested to apply:

 

You must have experience as Team Leader/Team Manager within a contact centre setting and experienced in dealing with complaints and escalations. Showing tenacity and willingness to own the problem to resolution is important for this opportunity.

 

FOOTER

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.