Team Leader (Customer Service)

Job Ref: DJHC4298a
Job Title: Team Leader (Customer Service)
Location: Oxfordshire
Salary: Up to £31k Salary
Employment Type: Permanent

I am looking for a people focused Team Leader, to manage customer service agents and take ownership of the team, driving best practise and creating a culture of excellence.

Responsibilities:
• Leadership and direction of team; including change leadership, planning, setting priorities and creativity
• Ensures all KPIs across the contact centre are met or exceeded
• Analyses customer feedback and drives continuous improvement
• Resolution of all operational customer service issues
• Attend regular internal and external reviews to drive and monitor customer satisfaction and performance
• Investigate operational issues and customer complaints
• Develop strong relationships with all internal and external stakeholders
• Strong focus on coaching and development of direct reports
• Create a high performing team and encourage continuous improvement
• Conduct the relevant number of 121’s, reviews and appraisals
• Involvement in ongoing recruitment activity ensuring cultural fit
• Manage and support the team to achieve their objectives and encouraging the right behaviours
• Manage one’s own personal development

Key Behaviours:
• A strong Team Manager who can manage and lead from the front
• Customer centric and somebody who always looks for the best customer outcomes
• Peoples person being able to effectively build credible relationships at all levels
• Dedicated to coaching and developing team members
• Performance focused

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.

Speech Analyst

Job Ref: DJPF1296
Job Title: Speech Analyst
Location North West
Salary: Up to £35,000 + Benefits
Employment Type: 6-month FTC (Temp to Perm opportunity)

My client is looking for a Speech Analyst to play a pivotal role in setting up their customer engagement Analytics Function. This is an exciting opportunity for an experienced speech Analyst who is looking for a new challenge and to make a difference. You will lead the delivery of speech analytics activity by seeking to identify improvement opportunities in customer experience and operational effectiveness, manage and manipulate large datasets and use company voice recording and digital interaction databases to provide first line oversight of controls and processes.

Some of the Responsibilities include:
• Interpret consumer insight and analytics, developing value-adding categories for reporting through targeted call listening, phrase auditing and development to optimised precision and recall rates, and relevant metadata inclusion.
• Working closely with the Decision Science team and all internal stakeholders to identify opportunities for data driven decisions.
• Integrate multiple sources of data in each piece of analysis where appropriate to add value and provide a balanced and complete picture of each subject matter.
• Provide data expertise, offering original perspectives, and challenging conventional views to better align decision making/perceptions with changing business needs.
• Regularly review agent best practice through comparisons between current top and bottom performers, clearly summarising areas of differentiation, and make recommendations to senior management and share results with other areas of the business.
• Creation of engaging visualisations to communicate key findings to both technical and business-focused colleagues and clients.

If you are interested to apply:
• In-depth experience in analysing data, and clearly communication actionable insights to stakeholders.
• Knowledge and understanding of Speech/interaction analytical tools and techniques.
• Excellent communication skills (Verbal, Written, Presentation and group facilitation).
• Ability to use one or more web enabled programming language (SQL, Java, Python, C++, PHP, HTML, etc.).
• Data management disciplines, including consumption of data through Microsoft BI stack and ETL package experience.
• Experience of presenting bespoke reporting and updates to small-medium sized forums of senior stakeholders.

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.

Management Information Analyst (MI Analyst)

Job Ref: DJEM1031
Job Title: Management Information Analyst (MI Analyst)
Location: Manchester
Salary: up to £32,000
Employment Type: Permanent

This is an excellent opportunity for a Management Information Analyst (MI Analyst) to join a fast-growing business based in Manchester. They are looking for an experienced Data Analyst who either has experience using SAS, SQL or that comes from a credit risk background.

Responsibilities include:
• Supporting the development of the credit risk systems
• Challenging the accuracy of the data
• Generating automatic reports
• Processing and Analysing large volumes of data
• Interpretation of retrospective bureau data
• Supporting the management of the groups credit risk
• Generating risk reports using SAS and SQL
• Working closely with stakeholders on the roll out of new products, policy’s and services
• Relationship building with key stakeholders

Experience required:
• Experience in using SAS/SQL
• Ability to analyst large data sets within a financial environment
• Commercial mind set
• Able to adapt to challenges
• Someone that ones from a Credit Risk background or has vast amounts of SAS and SQL experience and knowledge

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.

Operations Manager – (Contact Centre)

Job Ref: DJMA1825
Job Title: Operations Manager (Contact Centre)
Location: Midlands
Salary: to £35-45,000 bonus and benefits.
Job Type: Permanent IMMEDIATE START AVAILABLE

This is a newly created opportunity for an experienced and motivated Operations Manager to take on a developing, growing team in a complex regulated business.

The business will be looking for an individual who can lead from the front, can identify priorities and effect changes in resource accordingly to any escalations and customer demand.
An individual who can manage, nurture and develop Team Leaders to get the best out of their team whilst growing their own skills and abilities.

As a growing business, the ability to work autonomously will be required. Every day will present fresh challenges or opportunities, being able to maximise and mitigate, whilst driving continuous improvement and developing best practice will be key for this appointment.
If you are interested in applying for this role, you will need previous Contact Centre Management experience and a can-do attitude.

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.

Training Team Manager

Job Ref: DJKG1312
Job Title: Training Team Manager
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £35k to £37k
Permanent: Monday to Saturday (37.5 hours a week)

I am looking for experienced Training Team Manager to develop the capabilities of staff within this operation to ensure a sustainable and successful organisation.

You will support Trainers within your team and report into the Learning and Development Manager.

• Design and deliver new entrant training for all staff
• Create training resources and written briefing to provide efficient training methods
• Measure the success of training provided by learning and development
• Measure the success of coaching provided by the team
• Work with other operational staff to ensure any project or procedural changes are trained and communicated with the staff
• Work with the Quality and Coaching Team manager to ensure all training reflect the behaviours outlined by the coaching framework

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They are looking for someone that has experience in designing and delivering learning and development solutions within a customer service/contact centre setting and has experience in managing a 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.

Quality Team Manager

Job Ref: DJKG1309
Job Title: Quality Team Manager
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £35k to £37k
Permanent: Monday to Saturday (37.5 hours a week)

I am looking for an experienced Quality/Coach/Learning and Development Team Manager to support my client through culture changes and engage staff in a continuous learning journey in order to offer first-class customer service.

You will support the Quality and Learning and Development Executive and report into the Learning and Development Manager.

• Work with the Training Team Manager to ensure all training and behaviour are within the quality and coaching framework
• Complete spot checks on quality reviews conducted by the team
• Complete target quality reviews
• Measure the success of coaching provided by the team
• Report on the ROI for all coaching activities

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They are looking for an excellent communicator on all levels that can handle complex workload and prioritise changes at short notice. Knowledge of “GROW” coaching model is an advantage.

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 or Team Leader (Customer service or Contact Centre)

Job Ref: DJKG1308
Job Title: Team Manager or Team Leader (Customer service or Contact Centre)
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £30k to £37k
Employment Type: Permanent -Monday to Saturday (37.5 hours a week)

I am looking for a strong Team Manager or Team Leader for an organisation that is expanding their operation through people, growth, technologies and culture.

This is a pivotal role within this organisation. The main remit for this role is guide the team through the growing pains of change, they are looking for someone that can provide solutions and development. You will manage a team of approx. 12 case workers.

• Manage and develop case workers and identify any training or quality issues
• Engage and consult with internal and external colleagues and help to improve efficiencies
• Be a role model of the client’s behaviours and reinforce applications for their operating principals
• Experience in dealing with escalations

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They are looking for someone that can offer solutions and can develop the team of case workers to meet business objectives whilst ensuring an outstanding customer and employee 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.

Motor Claims Manager – Claims Operations Manager – Claims Manager

Job Ref: DJJM1242
Job Title: Motor Claims Manager – Claims Operations Manager – Claims Manager
Location: Madrid
Salary: 35,000 – 40,000 euro plus bens
Job Type: Permanent

We have an opportunity for an experienced Claims Manager who has experience and knowledge of Motor Insurance claims to take responsibility for a wider Claims assessment function looking at continuous improvement and identifying trends and root cause to improve operational process, liaising and managing key stakeholders where appropriate.

The Claims Manager will be responsible for refining operational processes, procedures and customer journeys to make sure the overall claims process is as lean, fast and efficient as possible. You will share technical expertise, advice and guidance with the management team.

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

As the Claims Manager, you will work across all claims departments, working closely with the team 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:
• Assessment of process, procedure and policies, driving lean methodologies to create the most efficient operation.
• Conducting Due diligence using methods and practice.
• Positively influence and contribute to the team culture along with sharing best practice
• Provide exceptional customer experience by reviewing customer journey and root cause analysis
• Drive continuous improvement ethos within the team and the wider 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 Motor Claims management, you will need to have worked at a senior level previously and experience within a regulated environment is essential, however the ability to think differently, challenge the status quo whilst 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.