Management Information Manager / Reporting Manager – 9 month FTC

Job Ref: DJPF1281
Job Title: Management Information Manager / Reporting Manager – 9 month FTC
Location Birmingham, West Midlands
Salary: Up to £55,000 + Benefits
Employment Type: Fixed Term Contract

My client is looking for a MI Manager who will be responsible for proactively supporting the successful delivery of Management Information (MI) requirements to ensure business objectives are met.

You will manage and motivate a team of MI Analysts, aiming to maximise operational effectiveness service levels by ensuring that policies, procedures and documentation are professionally and efficiently administered.

As the MI Manager will also ensure that all individuals within the team are fully aware of the businesses aims and objectives, providing relevant and timely updates where appropriate on all aspects of business/market change. You will support the organisation in improving customer satisfaction and will use Insight and analytics to identify the underlying causes of customer dissatisfaction.

Some of the Responsibilities include:

• Focus on business objectives and have a full understanding of how the production of insightful data can assist in the achievement of service levels in order to improve customer satisfaction and reduce customer complaints / escalations.
• Be responsible for human-resource-related management and decision-making including the development of direct reports through personal accountability and effective performance management by use of, but not limited to, objective setting, 1-2-1 meetings and appraisals, recruitment and selection, coaching, absence and disciplinary management.
• Ensure all defined processes and reporting requirements are followed personally and by their team members.
• Through effective stakeholder management understand the business requirements and manage the team to deliver on these.
• Support the Support Services Director in managing the impact of all internal and customer-driven change and initiatives, ensuring that system and process change is understood and that the impact on resource levels is planned.
• Maintain strong communication links with and provide assistance to stakeholders.

If you are interested to apply:

• You will have an understanding of the operational expectations of a Management Information team
• Some knowledge of the capability of MI reporting tools such as MS SQL Server Reporting Services (SSRS), MS SQL Server Analysis Services (SSAS), MS Office (Excel, PowerPivot, PowerBI) and Qlikview
• Experience with managing HR processes.
• Demonstrable planning, leadership, motivational and organisational skills..
• The ability to present technical and complex information
• Proven track record of building and developing teams.
• Ablility to develop and deliver presentations to direct reports and stakeholders.
• Strong analytical skills – familiar with MS Office, particularly Excel/Word and PowerPoint.

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.

Customer Service Manager – Contact Centre Manager – Call Centre Manager (Overnight)

Job Ref: DJJM1234
Job Title: Customer Service Manager – Contact Centre Manager – Call Centre Manager (Overnight)
Location: Southampton – Bournemouth – Portsmouth
Salary: £40-50,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Service Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Customer Service Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award-winning brand apart from the competition.

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

As the Customer Service Manager within the overnight team, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving 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 team, nurturing, coaching and developing your Team Leaders to deliver a positive, engaging environment, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:
• Forecasting, daily planning and delivering great people leadership.
• Delivering strong people leadership skills in an operational environment
• Positively influence and contribute to the team culture
• Motivate, coach and develop staff in the Contact Centre
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• Drive continuous improvement ethos within the contact centre and the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Customer Service Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Senior Business Information / Intelligence Analyst – 12 Month FTC

Job Ref: DJPF1279
Job Title: Senior Business Information / Intelligence Analyst – 12 Month FTC
Location: London
Salary: Up to £56,000 + Benefits
Employment Type: 12 Month FTC

My client is looking for a Senior Data Advisor to support the Data Advisory Team who are responsible for acquiring and maintaining the commercial data and information sources available to the organisation. You will also be helping colleagues make the most of these sources which cover the types of third-party data and information which enable staff to do their jobs effectively. The Sources you will be working with include market data services, company data and information, news databases, legal sources, and consumer and academic research.

Some of the Responsibilities include:
• Contract management of key commercial market data services and sources
• Engaging effectively with external stakeholders and product vendors, using negotiation and communication skills to drive best value for money and meet business requirements
• Where required, working with Procurement Department to run tender exercises for data and information sources, and engaging Procurement department on all high-value renewals and acquisitions
• Managing engagement with internal stakeholders to build an understanding of their requirements to aid procurement of appropriate sources and ensuring they are exploiting existing data sources
• Carrying out intelligence gathering and research activities and managing these in response to queries from staff

If you are interested to apply:
• Proven contract and budget management experience
• Proven stakeholder management skills at all levels
• Proven analytical and investigative skills, with the ability to quickly analyse and interpret a variety of data to generate positive outcomes
• Experience of working with procurement specialists to deliver large-scale tenders and other procurement exercises from requirements gathering through to implementation
• Working experience of utilising market data, commercial, legal, and other information sources for research purposes, for example Bloomberg, Refinitiv (Eikon, ThomsonOne), Bureau van Dijk, Westlaw, and LexisLibrary
• Ability to present advice and recommendations in a clear and succinct manner that are tailored for the relevant audience, ensuring that communications are fit for purpose
• Excellent oral and written communication skills, particularly in conducting presentations and concise report writing

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.

Customer Service Manager

Job Ref: DJHB1025
Role: Customer Service Manager
Location: Birmingham
Salary: up to £42,000 per annum
Job Type: Permanent

A great opportunity has arisen for a Customer Service Manager to join a growing business in the Midlands.

Working as part of an evolving business, you will be required to turn your hand to a broad range of tasks on a daily basis; making every day different.

Heading up a dynamic customer service team, you will be responsible for a range of teams within a contact centre environment and will have the opportunity to make a huge impact on the business’ future.

With plans to double the size of the team in the next 12-18 months, this is a really exciting opportunity and a pivotal time to join the organisation.

Responsibilities will include:
• Driving the performance of a dynamic customer service operation.
• Mentoring, training, developing and coaching the Team Leaders within the department.
• Handling escalated and complex customer complaints and queries.
• Motivating the team members to strive and achieve success against measurables.
• Working as part of the leadership team, reporting to the Senior leadership team.
• Working in line with industry regulations, guidance and best practice with a focus on providing excellent customer service.

You will ideally:
• Be experienced in the management of a contact centre team, delivering the best customer service levels within a customer-facing environment.
• Be able to manage a team of team managers across multiple disciplines including Customer Service, Billing, Retentions, Complaints etc.
• Have worked within the utilities sector and have an excellent knowledge of the regulated sector and compliance standards which apply.

This is an exciting opportunity to be a part of an evolving call centre who are about to grow and develop their service offering to the UK market.

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.

Senior Customer Experience Manager (Design, Customer Journey,Change)

Job Ref: DJKG1296
Job Title: Senior Customer Experience Manager (Design, Customer Journey, Change)
Location: Liverpool/Merseyside
Salary/OTE: £50k to £60k
Employment Type: Permanent

This is a fantastic opportunity for an experienced Senior Customer Experience Manager who has extensive experience to drive and implement new designs and experiences around customer journey mapping and continuous improvement.

This is an opportunity to join an established organisation within the hospitality sector that is undergoing business change and transformation.

This role reports into the Head of Customer Experience/Change and you will be an integral part of taking the team on a journey.

Responsibilities of the role:
• Set the strategy to improve customer experience
• Create and drive continuous improvement of the end to end experience
• Have a proven track record in implementing a customer experience strategy
• Drive forward quality assessment and reporting
• Have experience in planning, forecasting and reporting
• Have worked closely with internal and external stakeholders

If you are interested in this role you will need to be Lean Six Sigma qualified or work to that methodology as well as working with an agile approach. Experience working in Leisure, Travel, Hospitality and Retail is an advantage.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Contact Centre Manager/Senior Sales/Telesales Manager

Job Ref: DJKG1295
Job Title: Contact Centre Manager/Senior Sales/Telesales Manager
Location: Luton/Bedford/Dunstable
Salary/OTE: £38k to £45k basic – OTE £50k to £60k
Employment Type: Permanent

This is a fantastic opportunity for an experienced Contact Centre Manager/Sales Manager or Telesales Manager to join an outstanding market leading organisation.
This is an opportunity to join an established company that has a presence UK wide. As a Contact Centre Manager/Sales Manager/ Telesales Manager, you will manage a telesales team of around 25 people and have up to 2 to 3 team leaders as direct reports.

This role reports into the Managing Director and you will be part of a growing organisation that has be established since the 1930’s.

As the Contact Centre Manager/ Sales Manager/Telesales Manager, some of your responsibility will be to:

• Manage, lead and coach a team of telesales people
• Demonstrate good communication and be able to support the team with direction and motivation
• Look at and implement quality of the calls and outcomes
• Recruit and onboard new recruits along with team development and retention
• Deliver team and individual KPIs
• Create new ideas for team incentives

If you are interested in applying for this position, you will need to have a passion for delivering exceptional sales leadership and management within a contact centre or telesales environment and be commercially focused to deliver consistently against sales and operations goals. Experience within the estate agency or property market is an advantage but not essential.

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.

Complaints Manager

Job Ref: DJHC4287
Job Title: Complaints Manager
Location: The Midlands
Salary: Up to £40k Salary
Employment Type: Permanent

I am looking for an innovative and modern thinking Complaints Manager, that can manage the function, driving Customer centric change, advocating best practise and creating a culture of excellence.

If you are a specialist in the complaints arena and are looking for a change and the opportunity to make a difference, then this role could before you!

Responsibilities:
• Operational Leadership and day to day management of the customer complaints team
• Implement compliant processes across the function, ensuring adherence with the regulator
• Drive customer centric change within the team, promoting a ‘right first time’ mentality
• Reduce customer complaints by cross functional working and root cause analysis
• Use insight and MI to collaboratively drive performance
• Identify training needs and then coach and mentor your team in line with the business culture and objectives

Key behaviours:
• A strong Complaints 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
• Experience in a regulated environment

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.

Operations Manager / Customer Service Manager

Job Ref: DJKG1293
Job Title: Operations Manager / Customer Service Manager
Location: Stoke (Staffordshire)
Salary: £40k to £50k plus excellent bonuses and benefits
Employment Type: Permanent (shift patterns are during Monday to Sunday – 40 hours
a week)

This is a fantastic opportunity to join an award winning, fast-paced, energetic and innovative company. You will report to the Head of Customer Operations. As the Operations Manager/Customer Service Manager you will need to have outstanding people leadership and management skills as well as being able to provide outstanding customer service whilst changes and transformation are in process.

Responsibilities:
• Reviewing daily analysis and looking at trends and behaviours
• Work closely with the senior management team in integrating this new team with the wider business and functions
• Focus on continuous improvement mechanism to provide long term resolutions
• Plan, organise and deliver best coverage for a 24/7 operations
• Ensure the team are working to KPI’s, SLA’s and the regulatory guidelines

This role would suit an experienced Customer Service Manager/Operations Manager or someone that has recently stepped up to a Head of Customer Service or Head of Operations role. Working for a tech savvy/digital organisation 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.

Strategic Planning Manager

Job Ref: DJEM1017
Job Title: Strategic Planning Manager
Location: Luton
Salary: up to £45,000 plus & Benefits
Employment Type: Permanent

This is an excellent opportunity for an individual who comes from a strategic and planning background to join a well-established CRM and Ancillaries team based in Luton. They are looking for someone who will be responsible for accelerating ancillary revenue and CRM digital transformation across the Group.

Responsibilities include:
• The articulation of the CRM and Ancillary strategy
• Leading a 5-year planning process for CRM and Ancillaries
• Working with key stakeholders to create content
• Co-ordinate the CRM and Ancillary governance process
• Supporting the development of the overall group CRM and Ancillaries strategy

Experience required:
• Comfortable working in a large pan European business, where some travel will be required
• Strategic thinker
• Strong PowerPoint and Excel skills
• Previous CRM Manager experience
• Ability to speak either German, French or Dutch would be desirable but not essential

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.

Contact Centre Manager

Job Ref: DJJM1228
Job Title: Contact Centre Manager
Job Location: London
Salary: up to £55,000 + Benefits
Employment Type: Permanent

Reporting to the Head of B2B, this role is with a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• Performance management of team members, including driving a coaching culture and planning training programmes
• Driving engagement and loyalty of employees, through development of reward schemes and recognition
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff, have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing and delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have 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.