Billing Manager

Job Ref: DJRL32085
Job Title: Billing Manager
Salary: up to £40,000 per annum plus benefits
Location: Redhill, Surrey (Agile Hybrid Working Option)
Employment Type: Permanent

We are partnered with a growing Utilities business in Surrey who are looking to hire an experienced Billing Manager to join their organisation.

Reporting into the Head of Department, the Billing Manager is accountable for managing the end to end metering and billing processes, including:
• Overall Customer Satisfaction and SLA Adherence
• Metering programme and campaigning
• Managing the billing journey and incumbent processes
• Process exceptions management
• Facilitating the workforce management and planning team through accurate and timely reporting for all billing and mail schedules and campaigns.

Responsibilities will include but not limited to:
• Support and motivate Team Leaders and subsequent teams in order to provide a first-class customer service; resolving all possible enquiries first time.
• Working collaboratively with colleagues across the business at all levels to ensure the service operates successfully for our customers.
• Manage and coach high quality performance.
• Advocate and communicate business change effectively.
• Take ownership for team performance and drive through actions in order to maintain, streamline and improve service.
• Identify trends in performance, creating new initiatives and sharing continuous improvement concepts with the Service Improvement function.
• Ensuring that key department processes are regularly analysed and reported, enabling any gaps or process failures to be identified, interrogated and improved to avoid further failure and cost.
• Actively managing and administering the metering programme and campaigns and the billing schedules, inclusive of exemptions management and mailing processes.

You will ideally be:
• Aware of Contact Centre and Operation of systems, processes and procedures.
• A proven leader who can execute operational best practice to achieve service excellence.
• Experienced of managing team leaders and their team of advisors in a contact centre environment.
• Experienced in revenue control.
• Experienced in billing processes and management.

In addition to these main duties employees are required to approach their role with a ‘can do’ attitude and strive to deliver the very best for customers and colleagues at all times.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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: DJKG32080
Job Title: Customer Service Manager
Location: Oxfordshire (Aylesbury area)
Salary: £40k to £45k depending on experience
Employment Type: Permanent

I am working with an established retail and wholesale organisation in an amazing rural location around the Aylesbury area, that has retained me to search for a Customer Service Manager position. Your responsibility will be to manage, lead and deliver the strategic and business customer care objectives through day-to-day leadership of the customer service team.

You will take overall responsibility for all aspects of the customer service team activities to improve business performance and introduce efficiencies and provide excellent customer care within the company’s values.

Responsibilities include:
• To have overall accountability and responsibility to ensure all KPI target are met across the customer service team.
• To work closely with the US Stakeholders and other business functions to produce the best customer experience and implement efficiencies around the customer journey.
• To develop procedures and polices standards for the department.
• To take ownership of driving a customer focused culture, ensuring an easy, positive shopping experience in a multichannel environment

My client is looking for someone that has 3 plus years’ experience as a customer service manager ideally in retail or an industry aligned to retail. Experience with managing wholesalers in desirable. This role is working within a fast-paced setting within a multi-channel retail environment. The location is within an idyllic rural setting so a driver with a car is essential for this role.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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 Operations Manager

Job Ref: DJHB32082
Job Title: Contact Centre Operations Manager
Location: Stafford, Staffordshire, Midlands
Salary: up to £47,000 per annum + benefits
Employment Type: 12-month Fixed Term Contract

An exciting opportunity has arisen for a Contact Centre Operations Manager to join a fast-paced and evolving Midlands based Utilities business who are going through extensive change and innovation. Covering a secondment, this position is currently available as a 12 month fixed term contract within a busy contact centre operation.

Managing a team of 7 direct reports at Team Manager level, you will be responsible for a dynamic operational team who are evolving at a rapid rate.

Working as part of the Operational leadership team, you will be required to:
• Report into the Head of Operations for the department, working closely with other Operations Managers to deliver key outcomes and deliverables.
• Manage a team of 7 Team Managers, ensuring that workloads are accurately distributed and key performance measures are being met.
• Drive ongoing continuous improvement across the department with the support of internal stakeholders.
• Maintain and champion high levels of customer service across the department.
• Improve customer experience and customer satisfaction (CSAT) within the operation; understanding customer feedback, the customer journey,
• Identify improvements to the customer journey, trend and issues with customer interaction and creating solutions.

You will ideally be:
• Experienced in leading operational teams.
• A passionate people leader with excellent communication skills
• From a highly regulated industry sector e.g. Financial Services, Utilities etc.
• A competent problem solver and solution creator.
• Able to work autonomously within a service delivery department.
• Experienced in a customer focused and customer handling environment in a Contact Centre
• Proven leadership experience within a customer focused environment
• Excellent organisational skills with the ability to prioritise daily tasks, requirements and projects
• A strong problem solver with the ability to think outside of the box to find appropriate solutions
• Exceptional time management skills
• Strong communication skills – both written and verbal
• A proactive individual who is able to use their initiative to ensure tasks are completed to deadlines and to high standards

This is a fantastic opportunity for an experienced Operational leader to join an established organisation who are currently experiencing an exciting period of growth.

Due to the nature of the business, you will be required to be in the office for the majority of the time, leading the contact centre operation in a socially distanced and compliant environment.

Interviews will take place onsite with the appropriate measures in place for social distancing aligned with COVID-19 practices for working.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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: DJHC32075
Job Title: Customer Experience Manager
Location: Hull/ Leeds (home and office based)
Salary: Up to £50k
Employment Type: Permanent

We are delighted to be working in partnership with a business going through large scale Customer Experience transformation. We are looking for a talented Customer Experience Manager to join this exciting people focused organisation.

This is an opportunity to create a Customer Experience function at the start of a huge journey and make a big impact on business performance.

Responsibilities:
• To understand, evaluate and then curate the desired Customer Experience for the organisations diverse customer segments
• To proactively increase customer satisfaction and loyalty, by anticipating and meeting customer needs
• Define and implement a complaints management policy for the business outlining the expectations for capturing, responding to, resolving, and fixing root causes of complaints
• To act as an ambassador for customers, bringing the customer perspective to life for colleagues across the business, and championing the benefits to the business of focussing on customer outcomes
• Leadership of up to 10 FTE in quality, complaints and insights roles

Key requirements and behaviours:
• Customer satisfaction comes first! Nothing makes you happier than a 5-star Customer Experience
• Exemplary stakeholder management capability to a senior level, a powerful storyteller with the ability to influence, persuade, challenge and compel senior leaders to take action
• Superb change management skills
• Excellent people leadership skills with a passion for creating a culture of engagement and empowerment
• Complaints management experience

If you are interested in applying for this position, you will need to have a proven track record of Customer Experience management and improvement including journey mapping, analysing customer feedback data and complaints root cause analysis.

You must be an inspirational and people focused leader with credibility to influence change at a senior level.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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 Experience

Job Ref: DJMA32081
Job Title: Head of Customer Experience
Location: South East (London) with flexible working
Salary: £50-70k
Employment Type: Permanent

This is a newly created opportunity within a fast growth consumer centric business. The business are expected to more than double in size in the next 12 months, with the same again in the following year.

To futureproof the business, they are looking to attract a Head of Customer Experience/Service, with a passion to create a world beating customer service strategy.

Working collaboratively with a small team and stakeholders, you will assess, investigate and recommend, quality, process, tools and technology improvements which will allow the business to thrive through scale, whilst leading a multi-channel small customer service team.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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.

Credit Operations Strategy Manager

Job Ref: DJHB32059
Job Title: Credit Operations Strategy Manager
Location: Birmingham, Midlands
Salary: up to £55,000 per annum + package
Employment Type: Permanent

We are currently partnered with a highly regulated business based in the heart of the Midlands who are looking to introduce a Credit Strategy Operations Manager into their team.

This is a fantastic opportunity for someone with experience in the collections and debt recovery space to take responsibility for the design and delivery of a well-respected and trusted business’ strategic approach to their recovery of income.

Working as part of a collaborative and friendly team, you will have the opportunity to spearhead the credit and collections strategy and identify new and creative ways to recover revenue.

Responsibilities will include:
• This position will require you to be responsible for a multi-million pound budget covering labour costs and working with Third Party Collectors and you will be responsible for delivering cash collected targets.
• Being part of a strong leadership team within a growing and evolving income and collections function that are looking to improve their performance through the development of a culture of continuous improvement.
• Supporting the business’ medium-term plan, you will be developing and delivering an Income and Debt strategy through the readiness of processes and service teams to deliver these strategies effectively.
• Working closely with the Exec teams and peers in the Senior Leadership Team to develop and execute effective collections and income activity.
• Seeking and analyse data from a variety of sources to support decisions and to align others with the organisation’s overall strategy
• Taking an entrepreneurial and creative approach to developing new and innovative ideas that will stretch the operation and push the boundaries within the industry.
• Effectively balancing the desire/need for broad change with an understanding of how much change the operation is capable of handling, to create realistic and tangible goals and implementing plans that are achievable and ultimately successful.

You will ideally:
• Have held a senior operations role leading collections activity in a complex and growing business.
• Bring a commercially minded approach; either having had P&L responsibility or you will be able to demonstrate strong commercial acumen.
• Have a background in credit control and debt management – ideally with some income maximisation experience.
• Have the ability to lead and motivate teams of senior people to deliver excellent results.
• Have experience in collections activities, ideally within Utilities or Financial Services – specifically in income generation and debt collection best practice.
• Be able to manage day to day performance whilst supporting and leading group wide change.
• Show proven ability to set and manage strategic goals.
• Have managed multiple complex and interlinked operational functions.
• Have consistently overachieved against targets, in a fast paced growing organisation.
• Have strong stakeholder management skills, with an ability to influence outcomes.

If you’re in the Credit, Collections or Debt space, are of influencing nature and have the ability to confidently define strategic plans, then this could be just the role for you. The team are a pleasure to work with and the culture and values of this organisation enforce a strong workforce and a team that have excellent retention rates at all levels.

This is a rare opportunity that has arisen with a business who are strengthening their team and are offering an opportunity to be a huge part of the next phase of their growth.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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.

Business Improvement and Readiness Manager

Job Ref: DJHB32063
Role: Business Improvement and Readiness Manager
Salary: up to £50,000 per annum
Location: Stafford
Role Type: Permanent

We’re currently working with a Midlands based Utilities business who are strengthening their Business Improvement and Readiness team with the addition of a Manager into the department.

You will be responsible for:
• Executing the Business Improvement strategy including; data and insight driven management, creation of performance boards, establishing daily performance huddles, team-based problem solving and a continuous improvement mentality and culture.
• Provide in-depth technical support and understanding of continuous improvement methodologies, tools and techniques to colleagues and teams at all levels within the organisation.
• Leading Operational Excellence
• Focusing on the training delivery and the ongoing development of training material for the organisation.
• Utilising structured tools and approaches to coach and mentor teams and individuals to deliver identified improvement initiatives.
• Leading multiple process improvement workstreams, with a key focus on detailed root cause analysis to solve complex business issues
• Stakeholder management and influencing of networks across the scope of improvement initiatives and the wider organisation
• You’ll provide a clear prioritised plan of how to support the business in addressing some of its key challenges and issues.

You will ideally be:
• An experienced Business Improvement / Process Improvement Manager, ideally from the Utilities industry however this isn’t entirely necessary.
• Lean Six Sigma Greenbelt and/or LCS1b/c certified.
• You will have proven experience in coaching and mentoring teams and individuals to successfully embed operational excellence.
• Strong background in coaching and mentoring Teams and individuals to successful define and deliver improvement initiatives through structured techniques.
• Able to demonstrate a deep understanding of Continuous Improvement methodologies, tools and techniques.
• Able to present and facilitate plans and ideas with the ability to lead and coach colleagues at all levels (up to and including Exec level) across the organisation.
• Highly numerate with the ability to forecast, track and articulate the value being delivered through the Team.

The business are looking for someone to fine tune and execute their business improvement strategy across all departments with clear communication to all stakeholders across the businesses.

You will be working with a small team of two other Business Improvement Manager’s to either work collaboratively and for individual customer journey maps and will have line management responsibility for 1-4 Business Improvement Specialists.

The business are going through a lot of change currently so they need individuals who aren’t afraid to roll up their sleeves and get stuck in.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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.

This is not a job alert

You may have realised from the title but this is not a job alert….

We wanted to let you know that we are putting together various news and help articles which you can sign up for here

 

 

One of the articles we will be sharing is also one of the most popular questions and areas of advice we get asked on a daily basis.  What do you think about my CV, or any top tips on my CV?

We asked Nicola Callan, Career Coach from HR Boost for her thoughts and Nicola kindly wrote an article for Douglas Jackson and our community on Top Tips for CV writing.  If you follow the article and need a sounding board, then do let us know.  There is a short video, which can be viewed here.

 

 

The full post will be on it’s way to this week if you sign up here.

If you have a subject or would like some help and advice at this time, then please do contact us on 0345 620 9720, or mail@douglas-jackson.com

Hoping everyone is safe and well.  Speak soon.

TeamDJ