Head of Customer Service / Customer Service Manager

Job Ref: DJKG1290
Job Title: Head of Customer Service / Customer Service Manager
Location: Warwickshire (with travel to with travel to London and Swindon
Salary: £50k to £60k (car allowance of £4500)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Head of Customer Service or experienced Customer Service Manager to join a well-established logistics and distribution company who are going through significant transformation.

This role reports to the Director of Customer, with the focus around development and delivery of their ongoing Customer Service Strategy.
As the Head of Customer Service or Customer Service Manager some of your responsibilities with be:
• Create a vision and strategy across multiple customer service centres
• Be accountable for the proactive engagement of the SME clients, reducing churn and attrition
• Monitor KPI’s to ensure customer expectations are met
• Improve quality levels across various sites
• Work closely with the Director of Customer through the transformation strategy

This position would suit a Customer Service Manager who is looking for a step-up or a Head of Customer Service that has recently moved into this post or has been seconded to this position. You will need to have managed multiple sites with approximately 100fte and be able to travel to sites in the South West, London and Scotland.

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.

Head of Global Recruitment

Job Ref: DJMA1820
Job Title: Head of Global Recruitment
Location: Europe. (The role will be based outside of the UK and will require a permanent relocation)
Salary: Base salary base plus bonus and some relocation assistance and benefits
Employment Type: Permanent

We have a fabulous opportunity for an experienced Head of Global Recruitment to join a fast growth global technology provider, with a large international customer contact operation, as well as a growing head office and support function requirement, this role will be required to permanent relocate outside of the UK

You will take strategic responsibility for the attraction of talent, recruitment process and development for all levels of the organisation. Working with senior stakeholders you will understand the operational plans, priorities and recruitment objectives for the short and long term to create recruitment strategies, partnerships and activities which ensure the onboarding and successful hire requirements.

You will build develop and lead a team of internal recruitment partners who will work in partnership with the wider business functions to gain a true understanding of business needs and future requirements and develop the best attraction strategies for an international, multi-lingual workforce.

You will provide strategic direction on recruitment strategies to ensure the business attracts, engages and retains diverse, skilled talent which will allow the business to continue to innovate and scale.

If you are interested in applying for this position, you will need to have a proven internal recruitment background at a senior/managerial level, or you may work as a recruiter in a RPO or large scale high volume recruitment environment. You will be used to recruiting a wide variety of roles but exposure to the customer contact centre requirements would be advantageous.

You will have excellent communication skills and stakeholder management. Able to work in an empowered fast growth environment, a can do attitude, with the ability to drive effective change.

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, Customer Success, 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.

Head of Training and Development

Job Ref: DJMA1819
Job Title: Head of Training and Development
Location: Europe. (The role will be based outside of the UK and will require a permanent relocation)
Salary: Base salary base plus bonus and some relocation assistance and benefits
Employment Type: Permanent

We have a fabulous opportunity for an experienced Head of Training and Development to join a fast growth global technology provider, with a large international customer contact operation, as well as a growing head office and support function requirement, this role will be required to permanent relocate outside of the UK

You will take strategic responsibility for the successful on-boarding, development and retention of new and existing talent. Working with senior stakeholders you will understand the operational plans, priorities and long-term objectives to establish a successful learning and development, training function which helps engage, develop and enrich the skills, development, growth, progression and experience of all levels of personnel across this global business.

You will build develop and lead a team of training and learning professional partners who will work hand in hand with the wider business functions to gain a true understanding of business needs and future requirements, writing, designing and delivering effective training and tools, utilising the most effective channels to develop and improve hard and soft skills, behaviours, product and service knowledge.

You will provide strategic direction and hands on leadership for training and learning and development strategies to ensure the business on boards, engages and retains diverse, skilled talent which will allow the business to continue to innovate and scale.

If you are interested in applying for this position, you will be an experienced Manager, Head of, or Director of a training team. Used to working ideally with a fast growth large, possibly international business.

You will have excellent communication skills and stakeholder management. Able to work in an empowered fast growth environment, a can do attitude, with the ability to drive effective change adding value and enhancing performance.

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, Customer Success, 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.

Head of Customer Service/Customer Service Manager

Job Ref: DJKG1288
Job Title: Head of Customer Service/Customer Service Manager
Location: London
Salary: £55k (plus benefits and 25 days holiday)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Customer Service Manager or Head of Customer Service to join an innovative and forward-thinking digitally led organisation. The Customer Service Manager/Head of Customer Service position will be responsible for a team of between 16 and 20 people and have 2 direct reports.

This role reports to the Operations Director and you will work to reshape the overall business strategy and provide critical support to deliver outstanding customer experience.

As the Customer Service Manager/Head of Customer Service some of your responsibilities with be:
• Creating a vision and strategy for the customer service team
• Implement employee engagement and experience
• Provide innovative, proactive and creative leadership
• Deliver improvement to the customer journey across all touch points
• Work closely with the Operations Director

This position would suit a Customer Service Manager that is looking for a step-up or a Head of Customer Manager that has recently moved into this post or has been seconded to this position. Ideally someone that has a background within start-up and/or FMCG/retail environment and a track record of building and scaling teams.

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 Experience Manager

Job Ref: DJHB1017
Job Title: Customer Experience Manager
Location: London
Salary: £50K + bonus, bens
Employment Type: Permanent

Are you a hands-on people leader looking for an opportunity to work autonomously to deliver strategic projects in the digitalisation of the customer experience?

Are you happy to work in an environment that will require you to manage stakeholders?

We are currently partnered with a lean and dynamic organisation who are looking for a true leader to assist in the delivery of their digitalisation transformation project.

Responsibilities will include:
• Managing a small team of customer-focused individuals, leading them in best practice to work autonomously in their roles.
• Being the point of contact for complaints escalations for stakeholders and customers with a focus on resolving issues.
• Analysing the internal KPIs to form continuous improvement methodologies and to find anomalies to find the requirements for training and development.
• Maintaining the relationship with the outsource partner – inclusive of KPI and performance management.
• Managing and guiding the business through a transformation project to create a prominent digitalisation channel for customer communications.
• Stepping up to cover the Head of Customer Service as required for times of absence.
• Working autonomously in the delivery of duties and leading a team from the front.

The next 12 months in this role will see huge growth for the business’ customer base alongside a growth within the business team to support this. Alongside this, the challenge to encourage customers to utilise digital streams and channels for initial communication will also be there.
This is an exciting opportunity for the successful individual to work in a fast-growing and developing organisation who will provide you with the environment to work autonomously.

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.

Head of Service Delivery (1st/2nd Line Support)

Job Ref: DJMA1814
Job Title: Head of Service Delivery (1st/2nd Line Support)
Location: Anglia/South East (Commutable from parts of Cambridgeshire / Bedfordshire / Northamptonshire / Suffolk / Essex)
Salary £50-55k base plus bonus bens.
Job Type: Permanent

This organisation is going through a period of significant growth and has an opportunity for an experienced technical support leader to take responsibility for a team of first and second line support executives and Managers.

The team support a large, international operation spread across numerous platforms. As the Head of Service Delivery, you will develop strategic insight to develop future strategy, change, process and continuous improvements which will reduce contact and drive commercial impact, whilst supporting future growth.

You will need excellent communication skills to engage a wide range of stakeholders, bringing to life the voice of the customer. Utilising your knowledge and insight to influence cross functional change which will deliver enhanced products and propositions for their customers.
An influential leader, you will be able to lead from the front, offering support, coaching and mentorship to get the best from your team.

If you are interested in applying for this position, you will need proven leadership experience within a technical/IT support function. Used to leading mid to large sized teams, you will need have evidence of delivering in a continuous improvement environment, working within a complex, influential position.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Customer Service / Success Manager – SAAS

Job Ref: DJHB1015
Job Title: Customer Service / Success Manager – SAAS
Location: Wembley
Salary: up to £55K + £15K bonus
Employment Type: Permanent

Are you experienced in managing dynamic teams?

Have you worked within an SAAS environment?

Are you looking for the opportunity to undertake a huge technical transformation?

Do you have the drive and motivation to build a new business function through the use of new technologies and an existing team with extensive product knowledge?

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

I’m looking for an experienced SAAS specialist to work with an established organisation based in North West London.
Working as part of an established business, spearheading a huge investment of transformation through technology to enhance the customer’s experience, you will be working within a truly autonomous environment.
The role will require you to undertake a team restructure to offer an enhanced customer experience with more efficiency and collaboration; with multiple channels of communication and additional supporting training tools for the existing customer base.
Having experienced huge growth in the last 2 years, the business have taken the time to analyse the areas of their process that will enhance the overall experience and through the introduction of new technology, the injection of an ambitious leader into the team (you) and utilising their great existing team; you will be part of the next chapter of growth.

You will be responsible for:
• A small team of 12, split across inbound communication with customers and outbound relationship management to improve customer retention.
• Taking charge of the transformation project from inception and managing the implementation of customer success tools such as Zendesk / Freshdesk.
• Utilising available software to track and analyse the engagement of the SAAS platform to identify customers that will require additional attention to ensure increased renewals.

This is a great opportunity to join a business backed with generous amounts of private equity funding and the ability to really transform a business with free reign on their target audience.
All they’re looking for from you is the drive to transform the business and the attitude and aptitude to enhance this industry leading product within their niche market sector!

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

Follow us on Twitter @callcentrejobs1

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

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

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

Customer Service Manager

Job Ref: DJKG1286
Job Title: Customer Service Manager
Location: Essex
Salary: £40k to £45k (plus an annual bonus)
Employment Type: Permanent – Monday to Friday (with occasional weekends)

An exciting new position has become available for a Customer Service Manager working for a European Award winning growing organisation. You will have 2 direct reports and manage and lead a 100fte contact centre. This role reports to the Operations Director.

The focus of this role is to head up and over see 5 Team Managers who lead a variety of retail campaigns.

• Manage working relationships with external and internal stakeholders
• Support, coach and lead your Team Managers to ensure high quality performance is driven throughout the teams
• Forecast revenue sales internally and externally for stakeholders
• Ensuring outstanding customer experience whilst working to SLAs

You will need to have managed a busy contact centre and have experience in leading teams that can fluctuate in peak seasons. The ability to analyse and present data is a strong advantage. You will need to be able to showcase your success on forging strong working relationships with external and internal 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 any discussions or offer any assistance regarding sponsorship.

CRM Test Manager – Software Test Manager – Test Manager

Job Ref: DJJM1230
Job Title: CRM Test Manager – Software Test Manager – Test Manager
Job Location: Nottingham
Salary: £45,000 – £50,000 + Bens
Employment type: Permanent

Reporting to the Head of Customer Service Transformation, this role is with an exciting and well established organisation within a high growth and competitive market sector. The post-holder will play a pivotal role in managing and developing the implementation of an upgrade to company CRM system throughout the customer service department as well as the wider business.

Some of the responsibilities will include:
• Experience in planning, implementing and executing test strategies
• A minimum of 3 years’ experience as a test manager
• To consistently review process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders
• To design and implement lean and effective customer journeys focusing on omni channel networks
• Establishing risk based approaches to testing, where appropriate. Managing the specification, preparation and execution of tests including the development of deliverables to agreed standards (e.g. test scenarios and test scripts) and scheduling all testing activity.

The ideal Test Manager will have prior exceptional test planning, management and analysis skills including development of test policies & strategies. You will be able to demonstrate experience of the full testing life-cycle from business requirements to test execution through various test phases including risk based testing approaches. Experience in evaluation, selection and configuration of testing tools for test management and execution including test automation.

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.

Systems Manager

Job Ref: DJPF1269
Job Title: Systems Manager
Location Warwickshire, West Midlands
Salary: Up to £45,000 + Bonus + Benefits
Employment Type: Permanent

An exciting opportunity has arisen for a Systems and Process Manager. Reporting directly to the Commercial Manager, the main responsibility of this role is for the planning, management and implementation of activities to ensure the systems meet customer and operational requirements.

Some of the Responsibilities include:
• Actively seek out and support the department, whilst targeting opportunities for customer service, commercial and efficiency improvements through improved business processes.
• Ensure that up to date and comprehensive documentation is in place that reflect current operational practices.
• Establish, collate and maintain a full suite of processes and process control documentation.
• Working In line with Lean Six Sigma/Agile principles (Themes and User Stories) run improvement projects to map, document and align business processes with customer requirements and internal departments
• Collaborating with IT to manage the systems.
• Manage all system and process interfaces with other departments and system suppliers in conjunction with the IT departments.
• Coordinate the resolution of all system issues promptly and communicate progress regularly.
• Work in conjunction with the team and IT Business Intelligence team to develop a full range of business reporting through the Business Intelligence system.

If you are interested to apply:
• Demonstrate an analytical approach with excellent written and verbal communication.
• Ability to interface professionally with all internal\external contacts at all levels.
• A great team player, self-motivated with the ability to influence stakeholders.
• Excellent attention to detail is essential with great organisational and time management skills.
• Experience as an Agile Practitioner/ Six Sigma black belt, ability to take a ‘hands on’ approach to Project Management and how they manage work streams.
• Experienced in the use of IT systems such as ERP, system/application development and implementation. This should include experience of rolling out projects.

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.