Team Leader

Job Ref: DJKG1231
Job Title: Team Leader
Location: Derby
Salary: £22k to £25k plus bonus

My client is looking for an outstanding Team Leader to join their team that can help support and guide then through changes and processes.

The Role
You will report to the Head of Customer Services and your main responsibility is to manage, develop and motivate the CSA’s in order to meet KPI’s and SLA’s. You will work as part of the operational management team and contribute to the broader business objectives.

• Manage the team performance in unity with the Company’s process and procedures
• Implement new processes, motivate and lead the team
• Conducting team meetings on a regular basis
• Under take other projects in the wider business
• Dealing with any escalated complaints
• Understanding of basis HR function in running a small team
• To drive customer strategy and change

The Candidate
Previous experience as a Team Leader working within a contact centre environment. Ideally, they are looking for someone from the Retail or FMCG space that has both sales and service experience.

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: DJJM1165
Job Title: Team Manager
Location: Midlands
Salary: £25k

I am looking for an experienced Team Manager to join a well-established organisation who are based in The Midlands.

Some of the responsibilities will include:
Motivate and develop team members as well as minimising absence and attrition
Ensure the team are compliant with all regulatory requirements as well as internal policies and procedures.
Maintain strong communication links internal and external stakeholders
Host or attend team meetings to support business requirements and organisational priorities
Ensure your continued professional development is undertaken and be proactive in keeping up to date with industry developments
Support and deputise for other members of the Management Team
Manage the productivity and performance of the team against agreed Key Performance Indicators/ SLAs through effective leadership, coaching mentoring and development activity;

If you are interested in applying for this position, you will need to have a proven track record leading teams who manage and deliver service based activity.

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.

Customer Service Supervisor (German speaking)

Job Ref: DJMA1754
Job Title: Customer Service Supervisor (German speaking)
Location: South East – (Surrey/West Sussex/Hampshire commutable distance areas)
Salary: £30k base bonus bens

This is an opportunity for a customer focused and experience customer service professional with German language skills.

You will have full responsibility for the day to day operations within the customer service team, leading a small team, managing the delivery of a great and continuously improved customer experience.

You will work closely with your team to drive improved performance, efficiencies and capacity across your team, delivering enhanced customer contact and employee engagement.

You will carry out regular 121’s performance management, coaching and development. Motivating team members and assessing performance against agreed quality management ensuring individuals team meet all agreed SLA’s and KPI’s.
If you are interested in applying for this role, you will have experience within a customer service role, ideally with some supervisory experience. You will have a clear focus on the customer and be able to input into strategy and continuous improvements through the insight, knowledge and analytics produced through the customer contact.

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.

HR Administrator

Ref: DJAD1050
Role: HR Administrator
Location: London
Salary: £26k

A global financial services company are looking for a HR Administrator to join their Head Office team in London, the role will report into the Head of HR Operations and will play a part in supporting the business wide HR & Recruitment function.

Duties include:
• Act as the first point of contact for all employees, resolving 1st line queries in a customer focussed and timely manner.
• Manage all employee administration throughout their lifecycle with the company, including onboarding, amendments to terms and conditions of employment, benefits, reference requests, leaver correspondence and creation and maintenance of employee files.
• Upon request, produce HR MI reports to supply data for salary reviews, employee status, client access requirements and ONS statistics.
• Maintain HR systems to ensure that the employee data is regularly updated to reflect current information.
• Administer employee screening process, working closely with our external screening provider. This includes ensuring timely submission of candidates’ screening and identity documentation, and monitoring completion thereof; escalating screening cases as appropriate in line with the Company’s recruitment risk matrix for both internal and external candidates; ensuring compliance with right to work legislation, completing audits and monitoring expiry.
• Prepare documentation for payroll to ensure all starters, leavers, bonus and changes to pay and/or benefits are effectively managed and audited.
• Provide administration support to the wider HR team as required including timely filing of appropriate paperwork.
• Continuously evaluate current systems, policies and core HR processes, making recommendations to ensure relevance, compliance and to assess and manage risk.
• Undertake individual ad-hoc projects as directed by Head of HR Operations

The successful candidate will have experience in a similar role or will have recently graduated/ received a HR qualification and is looking for an opportunity to put their knowledge into practise.

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

Ref: DJRL1005
Role: Team Leader
Location: Manchester
Salary: £25k + Market Leading Benefits + Excellent Working Environment

One of the UK’s largest and well known law firms are looking to recruit a Team Leader for their outstanding offices in Manchester.

This Award winning firm are currently looking for a team leader to join their new client services team to influence and motivate a team of 15-20 advisors. You will need to ensure that your team are offering world class customer service by allocating workloads, complaints handling and performance management. Daily management will include: coordinating training with stakeholders and conducting one to ones. You will be confident in challenging process and ways of working to provide better experiences for the firms clients and your team as a whole.

The successful candidate will ideally have:
• Legal qualification/ in depth legal experience
• Customer Service experience
• Excellent written and verbal communication skills
• Be able to multitask and have good time management skills
• Excellent organisational skills
• Strong communication skills
• Experience of team management would be an advantage

A Team Leader is responsible for their team, ensuring that they understand the importance of their role within the business and are advocates for the brand.

In return, you will receive a competitive salary and market leading benefits. You will work out of the firm’s prestigious Manchester offices.

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: DJPF1158
Role: Resource Planning Analyst
Location: Bedford
Salary: £30,000

My client is looking for an experienced Resource Planning Analyst to help plan for their customer contact across a wide range of channels. You will be working in an end to end planning environment and will be responsible for all aspects of the resource plan including forecast, Scheduling and Real-time Planning.

Responsibilities:

• To compile accurate daily, weekly and monthly forecast plans
• Proactively monitor and adjust medium-long forecast plans
• Pro-actively provide ‘what if’ scenarios and recommendations to key stakeholders through weekly, monthly meetings.
• Maintaining the Workforce Management tool, updating schedules and adhoc requirements.
• Analyse trends to use in future forecasts for volume, AHT, shrinkage, absence and adherence

The successful candidate will have experience of Resource Planning in a contact centre environment and be passionate about planning and wanting to learn and develop their career. You will have working experience of using both Excel and WFM tools to help you plan.

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.

Data Analyst – 6 month contract

Job Ref: DJPF1172
Role: Data Analyst – 6 month contract
Location: Warwick
Salary: up to £27,000 + benefits

My client is looking for a Data Analyst to support their Customer Service function. The successful candidate will perform analysis to create specifications and quality assure analysis which will provide Strategic Insights to facilitate the delivery of world class customer service.

What will you be doing?
• Support the company in advancing its use of predictive analytics: data manipulation, text mining, finding out all influencing factors and prioritising them, statistical analysis, forecasting and modelling.
• Complete complex data analyst with a variety of purposes for the business
• Provide specifications for reporting
• To perform adhoc analysis of data in order to find the root cause of problems.
• To update, distribute and create new MI reports for the management team, including identifying and fixing errors in reports.

What experience will I have?
• A high level of numeracy and the ability to extract and analyse data
• The ability to use MS Excel and MS Access to an advanced level
• Power BI, MS Azure ML and SQL Transact
• Experience of communicating the processes of complex analysis to an audience with varying levels of understanding.
• Experience of writing specifications and performing quality assurance on work of other data analysts.

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

Ref: DJAD1043
Role: Team Leader
Location: Brighton/ Nottingham
Salary: Up to £30k plus bonus and other benefits

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

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. A Team Leader is responsible for their team, ensuring that they understand the importance of their role within the business and are advocates for the brand.

The successful candidate will:
• Experience of driving performance in a target-orientated environment and challenging team members to deliver against objectives/targets.
• 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.
• Experience of managing people and associated ‘people’ processes

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: DJRL1016
Position: Recruitment Consultant
Location: Lichfield, Staffordshire – Midlands

We have a fantastic opportunity working across an established and new account base to develop relationships and offer recruitment solutions for senior and mid management hires in Operations, Service, Sales, Strategy and Experience roles, as well as skilled practitioners within CRM insight and analytics.

Recruitment has changed and continues to do so, over the last 11 years we have forged relationships that have stood the test of time and we are considered one of the leading, professional recruitment providers across the customer landscape. Our consultants work across many vertical markets including Finance, Utilities, Travel, Telecommunications, IT, Insurance, Retail, FMCG, Consumer Goods and the Not for Profit Sector. We support many blue chip, FTSE 100, award winning and challenge, disruptor brands and help solve their resourcing challenges.

Our success is down to each of our consultants and their development of long-term relationships and the trusted subject matter expert status they achieve.

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.

The role will be office based with occasional travel required for pre-set appointments.

You will work with our internal team, advanced CRM and Search technology and systems to identify potential leads and develop relationships that generate business opportunities and long term successful relationships.

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:

i. A competitive basic salary dependant on experience.
ii. Uncapped commission structure which offers an accumulated commission scheme of 5- 50% of billings.
iii. Opportunity to develop your own team once established market.
iv. An opportunity to work 9-5. Our contracted hours are 8.30am to 6pm but the team presently work 8.30am to 5.30pm, or 9am to 6.00pm. We run a monthly incentive where everyone can qualify to work 9-5.
v. The £100k club with uplifts in base salary and increased holiday and benefits
vi. The £150k club with uplifts in base salary and increased holiday and benefits
vii. Weekly and monthly incentives to leave early or, win a duvet morning.
viii. Half year and annual performance incentives, previous years included; VIP day at Cheltenham Races, Cooking Masterclass at Raymond Blanc’s Le Manoir, Team Building Treasure Hunts, Wine Tasting, Purnells and other Michelin * Restaurants.
ix. An extra days holiday for your birthday

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

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.

For more information, to apply, or for a confidential discussion, please contact Michelle Ansell on 01543 231071, email: michelle@douglas-jackson.com visit us at: www.douglas-jackson.com

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.