Verification Team Manager – International

Job Ref: DJHB1009
Job Title: Verification Team Manager – International
Location: Kent
Salary: up to £33,000 plus bonus bens
Employment Type: Permanent

Are you an experienced verifier who’s looking for the next step up?

Do you have experience within a highly regulated environment verifying aligned with anti-money laundering regulations for the international market?

Then this role could be just what you’re looking for.

An excellent opportunity has arisen for an experienced Team Manager to take responsibility for a diverse team focussed on verification operations for charity services business in the UK heading up their verification team for international business.
The organisation offers a friendly, fun and positive environment, where personal development is encouraged.
You will support the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve the accuracy of verification measures.
You will take full ownership and responsibility for your team, nurturing, coaching and developing your verifiers to enhance their skills and performance levels; working in an autonomous working environment to achieve deadlines within a high-pressured environment.
You will be directly line managing a diverse team of 15 FTE providing all individuals with feedback on successes as well as encouraging personal development and tailored training for all team members.

The ability to prioritise and set daily tasks across the team will be an imperative part of the position, 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:
• Responsible for approving international charity verification cases; meaning that you will be required to have experience with anti-money laundering regulations.
• Full line management responsibility for all the team including objective setting, performance appraisals, coaching, training and development
• Act as an escalation point for issues with verifications.
• Support the Senior Management team in the delivery of business operations.
• Develop and maintain relationships with internal and external customers and stakeholders
• Completing quality assessments in line with the internal quality framework.
• Leading the performance management for the business.

The successful candidate will have previous direct team management experience. You will also have worked within a legal and regulatory financial setting with exposure to AML and KYC settings in the international markets. Any exposure to the international charity regulations would be a huge advantage. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, with 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.

Verification Team Manager – UK

Job Ref: DJHB1008
Job Title: Verification Team Manager – UK
Location: Kent
Salary: up to £30,000 plus bonus bens
Employment Type: Permanent

Are you an experienced verifier who’s looking for the next step up?
Do you have experience within a highly regulated environment verifying aligned with anti-money laundering regulations?

Then this role could be just what you’re looking for.
An excellent opportunity has arisen for an experienced Team Manager to take responsibility for a diverse team focussed on verification operations for charity businesses in the UK.

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

You will support the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve the accuracy of verification measures.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your verifiers to enhance their skills and performance levels; working in an autonomous working environment to achieve deadlines within a high-pressured environment.

You will be directly line managing a diverse team of 12 FTE providing all individuals with feedback on successes as well as encouraging personal development and tailored training for all team members.

The ability to prioritise and set daily tasks across the team will be an imperative part of the position, 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:
• Responsible for approving UK charity verification cases; meaning that you will be required to have experience with anti-money laundering regulations.
• Full line management responsibility for all the team including objective setting, performance appraisals, coaching, training and development
• Act as an escalation point for issues with verifications.
• Support the Senior Management team in the delivery of business operations.
• Develop and maintain relationships with internal and external customers and stakeholders
• Completing quality assessments in line with the internal quality framework.
• Leading the performance management for the business.

The successful candidate will have previous direct team management experience. You will also have worked within a legal and regulatory financial setting with exposure to AML and KYC settings. Any exposure to the UK charity regulations would be a huge advantage. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, with 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.

Customer Services Team Leader

Job Ref: DJKG1281
Job Title: Customer Services Team Leader
Location: Oxford
Salary: £30k plus bonus and benefits (depending on experience)
Employment Type: Permanent

This is a fantastic opportunity for a Team Leader or Team Manager to join an innovative and forward-thinking organisation.
This role requires you to be able to work closely and report to the Customer Care Manager in a multinational, fast paced and entrepreneurial environment.

As the Customer Service Team Leader some of your responsibility will be:

• Regularly monitor and provide feedback on calls and emails and to measure the quality by analysing customer satisfaction
• Provide strong leadership skills for the team enhancing their own career development
• Ensure the team deliver outstanding Customer Service and work closely with the Customer Care Manager

If you are interested in applying for this position, you will need to have experience as a Team Leader or Team Manager, within a customer service or contact centre setting.

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.

Customer Service Team Leader / Manager

Job Ref: DJHB1005
Job Title: Customer Service Team Leader / Manager
Location: Kent
Salary: up to 30,000 plus bonus bens
Job Type: Permanent

Excellent opportunity for an experienced Customer Service Team Manager / Team Leader to take responsibility for an extremely diverse multi-channel and administration focussed customer contact operation.

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

You will support 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; working in an autonomous working environment.

You will be directly line managing a team of 20 FTE providing all individuals with feedback on successes as well as encouraging personal development and tailored training for all team members.

The ability to prioritise and set daily tasks across the team will be an imperative part of the position, 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
• Support the Senior Management team in the delivery of business operations.
• 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 Operations Manager and senior management team to ensure SLAs are achieved
• Happy to be forthcoming with ideas for process improvement, new methodologies and better ways of working and brave enough to trial new ideas and focuses to improve the performance of the contact centre.

The successful candidate will have previous direct team management experience within at least two other modern customer service contact centre environments in order to bring a wider understanding of other businesses and working environments. 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.

Team Manager (Contact Centre)

Job Ref: DJKG1264
Job Title: Team Manager (Contact Centre)
Location: Hertfordshire and the Greater London area
Salary/OTE: £33k to £35k (plus annual bonus)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Team Manager to join an outstanding market leading organisation within a service environment.
As a Team Manager you will lead, motivate and manage the customer operations strategy and day to day management of second line technical support.
This role reports into the Senior Customer Operations Manager and you will manage a support team of 6 people.

As the Team Manager some of your responsibility will be to:
• Monitor escalations of situations, billing, technical and complaints
• Provide data and reporting of KPI’s and trends
• Develop relationships with key suppliers including improvement to drive delivery of approved changes
• Maintain an ongoing Service Improvement Plan
• Train, coach and mentor the hotline/service team and their career development

If you are interested in applying for this position, you will need to have experience in managing a service desk within a B2B environment and show exceptional team management, analytical and planning skills. Experience working within a regulated environment is important for this role along with a proven track record of developing and implementing continuous improvement both in process, technology and working practices.

The role operates Monday to Sunday with alternate weekends worked.

To apply for this position please forward a copy of your CV to us. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

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

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

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

Resource Planning Analyst

Job Ref: DJPF1254
Job Title: Resource Planning Analyst
Location Cheltenham
Salary: £35,000
Employment Type: Permanent

This is a great opportunity for an experienced Resource Planning Analyst who will produce accurate supply and demand forecasts, completing detailed forecast variance analysis to support the Operations area in making optimum use of resources.

Some of the Responsibilities include:

• Complete detailed ad-hoc root cause analysis and provide recommendations to the Operation of opportunities to increase efficiency and improve customer interactions.
• Support the business by making and driving recommendations on best use of operational resource, operational efficiencies and leakage opportunities.
• Build and produce short, medium and long term forecasts and capacity plans, focusing on both supply and demand drivers for Contact Centre and Back Office operations.
• Produce actionable performance MI to support operational focus on key metrics.

If you are interested to apply:

• Good understanding of demand forecasting and resource planning methodologies
• Good understanding of performance metrics
• Advanced Excel knowledge essential
• Previous experience in a resource planning role
• Knowledge of resource planning technologies such
• Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions
• Ability to analyse sizeable data sets, decide and apply appropriate forecasting technique

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.

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.

Marketing Manager

Job Ref: DJKG1273
Job Title: Marketing Manager
Location: West Sussex
Salary: £40k (pro rata)
Employment Type: 6 to 9 Month Contract

This is a fantastic opportunity to join an established and innovative business within the transport industry who have a reputation for industry leading marketing and product development.

As a Marketing Manager on this fixed term contract, some of your responsibilities will be:

• Experience in planning multi-media promotions and campaigns
• Dealing with some media enquiries
• Presenting marketing plans, preparing and controlling budgets
• Identifying target markets and new ways to engage with the customer

This role will suit someone that is available immediately and can demonstrate expertise and delivery in Digital Marketing. Experience in managing a small marketing team is important along with providing high quality, attractive services that focus on retaining and attracting customers through effective communications and promotions.

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.