Team Leader (Customer Experience)

Job Ref: DJHC4279
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.

Quality Coach / Trainer – Customer Services – 12 month FTC

Job ID: DJHB1004
Job Title: Quality Coach / Trainer – Customer Services – 12 month FTC
Location: Kent
Salary: up to £25,000 + 10% bonus bens
Employment Type: 12 month FTC

Are you an experienced coach / trainer with experience working for a luxury retail brand or within a contact centre environment?

Are you interested in a position that’ll allow you to enhance the customer service levels within a training and coaching environment?

If so, this could be just the opportunity for you!

This opportunity is for an experienced coach or trainer from a retail or luxury brand to join an established business in Kent who’re expanding.
Working with a team of around 40 agents, you will be responsible for the delivery of quality coaching, training and improving the performance of the team who are dealing with customer complaints and queries via phone and email.

Responsibilities will include but are not limited to:
• Working closely with the businesses departments, coaching and mentoring team members within a contact centre environment; monitoring both calls and emails.
• Identifying improvements in quality and best practice.
• Creating key, achievable KPIs to measure team performance, ensuring that each person’s role is tailored effectively.
• Experienced in the customer service environment with the capacity to manage and implement change within the business through structured training and development plans tailored to the individual.

The successful candidate will have previous team coaching, mentoring or training experience within a modern customer service focussed environment; ideally from a retail or luxury brand. 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 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.

Collections Team Member – Contact Centre Collections Advisor – Debt Recovery Specialist

Job Reference: DJJM1210
Job Title: Collections Team Member – Contact Centre Collections Advisor – Debt Recovery Specialist
Location: London – South East
Salary: £28k – £30k
Employment Type: Permanent

An opportunity for an experienced Collections Team Member – Contact Centre Collections Advisor to take responsibility for the collections and credit control for customers who have missed a payment date, it is multi-channel, digitally aligned operation within a rapidly growing organisation.
The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As a collections team member, you will work with the collections team manager to identify venerable customers and work with customers to resolve outstanding debt and resolve any outstanding payments. This is 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 customer base, supporting them through the process and arranging payment plans specific to customers situation and needs to ensure that the outstanding debt is properly managed and ultimately repaid in a fair and compassionate way.

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 and responsibilities for the – Collections Team Member – Contact Centre Collections Advisor will include:
• Delivering strong debt collection skills in an operational environment
• Positively influence and contribute to the team culture
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• 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 Collections Advisor, working within a team of collection advisors across phone, email and live chat and be able to show a clear understanding of FCA regulation. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Resource Planning Analyst – 12-month FTC

Job Ref: DJPF1260
Job Title: Resource Planning Analyst – 12-month FTC
Location Birmingham/West Midlands
Salary: £25,000
Employment Type: 12-month FTC

This is an exciting opportunity for a Resource Planning Analyst to join a newly created Resource Planning team. As the resource planning analyst you will plan and forecast rota schedules for 80 Client Service Advisors. You will be responsible for managing the Overtime budget as well as providing daily updates on performance to stakeholders through regular reporting & M.I.

Some of the Responsibilities include:
• Work with the operation teams to create and evolve department level schedules, including internal shrinkages.
• Influence and guide Team managers across the business to assist with delivery and performance through detailed analysis and reporting.
• Maximise the use of workforce management tool to ensure that effective resource plans are developed.
• Provide detailed analysis for “what if” scenarios.
• Manage the process and provide impact assessment of business changes.

If you are interested to apply:
• Experience of Contact Centre Planning and scheduling
• Must have experience of workforce management systems
• Excellent written and verbal communication skills
• Advanced excel skills
• 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.

Team Leader / Team Manager (Contact Centre)

Job Ref: DJKG1277
Job Title: Team Leader / Team Manager (Contact Centre)
Location: Stoke-on-Trent
Salary: £28k to £30k (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
• Motivate and coach the team and being part of the department’s succession plan
• 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, a strong influencer with a collaborate leadership style. They would like someone that wants to go on the journey with them and be part of the succession plans they are putting in place.

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.

Client Onboarding – Team Manager

Job Ref: DJJM1216
Job Title: Client Onboarding – Team Manager
Location: London – Greater London – South East
Salary: £25,000 – 35,000 plus bens
Job Type: Permanent

An opportunity for an experienced Client Onboarding – Team Manager to take responsibility for a Client Onboarding Team looking at continuous improvement and identifying trends and unusual activity, liaising and managing key stakeholders where appropriate.

The Client Onboarding Team Manger will be responsible for a team of dedicated Onboarding agents, Onboarding new clients, sharing technical expertise, advice and guidance with the onboarding team, as well as 1 to 1 reviews and assessing the risk of new client applications which have been escalated by the onboarding team, looking at continuous improvement of internal procedures and policies. Overseeing the identification of high risk applications including PEP’s.

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

As the Client Onboarding Team Manager, you will work within the B2B part of the business working closely with SME businesses as well as 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 escalated 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 customers

If you are interested in applying for this position, you will need a proven track record within Client Onboarding, you will need to have a professional qualification in KYC, KYB or AML. Experience within a regulated environment is essential, 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.

Customer Service Manager

Job Ref: DJHB1002
Role: Customer Service Manager
Location: South Lanarkshire
Salary: up to £30,000 per annum + benefits
Job Type: Permanent

Due to continued growth, a continually growing contact centre are looking to add an experienced leader / manager within the Customer service sector based in South Lanarkshire.

Some of the key responsibilities will include:
• Heading up a team of circa 15FTE’s within a contact centre environment.
• Supporting the response of queries for billing and issues that customers are facing.
• Analysing, evaluating and reporting on both individual and team performances.
• Effectively coaching the team to achieve the best possible outcomes.

If you are interested in applying for this role, you will be a proven leader, with a strong commercial acumen and experience working within a contact-centre focussed environment.

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.

MI Analyst / Management Information Analyst

Job Ref: DJEM1006
Job Title: MI Analyst / Management Information Analyst
Location: Colchester
Salary: £25,000
Employment Type: Permanent

Working as a key member of the Operations Team you will be working alongside colleagues to deliver a range of reports and data processes to a number of key stakeholders. You will be responsible for the design, creation, improvement and updating of operational MI suites as needed.

Some of the Responsibilities include:
• Contribute to enhancing the functionality of existing reports to increase efficiency and effectiveness
• Maintenance and production of the current BAU reporting schedules
• Develop real-time, daily analytical reporting for departmental managers
• Analysis of service data to identify trends and areas for improvement
• Identify more effective methods of data management and the production of MI

If you are interested to apply you will need:

• Advanced Excel skills
• An analytical mind-set with the ability to see solutions rather than problems
• Highly numerate and IT literate
• Autonomous with ability to manage own workload to meet tight deadlines
• Good communication skills and the ability to present data in a user-friendly way to all levels of the organision.

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.

CRM Analyst

Job Ref: DJEM1005
Job Title: CRM Analyst
Location London
Salary: £24k to £28k (plus performance bonus at 20% and outstanding benefits)
Employment Type: Permanent

This award-winning company are looking for an enthusiastic CRM or Marketing Executive that has experience working with multi-marketing campaigns. This organisation has been established since 2001 and are market leaders in technology within the entertainment industry.

Responsibilities:
• Execution of all reactive and planning marketing campaigns against the campaign plan
• Track activity and core campaign stats with the marketing team
• Create an integrated communication plan using various marketing channels
• To plan, execute and analyse campaigns that are live
• End to end campaign management
• Working alongside the campaign executive to plan, brief and deliver campaigns

Skills and Experience:
• CRM experience, preferably Adobe, Salesforce, Pardot etc
• Campaign management tool experience
• HTLM and CSS experience
• 12 months experience as a CRM Executive or Marketing Executive
• Experience using Adobe or Mailchimp is a strong advantage
• Preferably have worked within a fast paced and energetic environment and wanting to be a part of an exciting and driven team

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.

Collections Team Member – Contact Centre Collections Advisor – Debt Recovery Specialist

Job Ref: DJJM1211
Job Title: Collections Team Member – Contact Centre Collections Advisor – Debt Recovery Specialist
Location: London – South East
Salary: £28k – £30k
Job Type: Permanent

An opportunity for an experienced Collections Team Member – Contact Centre Collections Advisor to take responsibility for the collections and credit control for customers who have missed a payment date, it is a multi-channel, digitally aligned operation within a rapidly growing organisation.
The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As a collections team member, you will work with the collections team manager to identify vulnerable customers and work with them to resolve outstanding debt and any outstanding payments. This is 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 customer base, supporting them through the process and arranging payment plans specific to the customers situation and needs to ensure that the outstanding debt is properly managed and ultimately repaid in a fair and compassionate way.
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 and responsibilities for the – Collections Team Member – Contact Centre
Collections Advisor will include:
• Delivering strong debt collection skills in an operational environment
• Positively influence and contribute to the team culture
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• 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 Collections Advisor, working within a team of collection advisors across phone, email and live chat and be able to show a clear understanding of FCA regulations. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

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

Follow us on Twitter @callcentrejobs1

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

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

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