Contact Centre Operations Manager

Ref: DJKG1198
Job Title: Contact Centre Operations Manager
Location: Coventry
Salary £40k to £50k

An exciting new position has become available for Contact Centre Operations Manager for a retail ecommerce led company. You will have 2 direct reports, manage the contact centre operation and report into the Customer Service Director.

The Role
This role will focus on helping to plan and implement the Contact Centre strategies and operations, improving systems and processes along with leading, managing and motivating experienced staff.

• Maintaining and improving Contact Centre operations and monitoring systems and performance within this sales and service provider
• Managing a small outsource provider
• Preparing Contact Centre reports looking at data and trends along with tracking emerging trends
• Regular meetings with internal and external stakeholders
• Working with the departments KPI’s and SLA’s
• Ensuring the development, training and coaching of Team Managers and the team
• Maintain recruitment and attrition of the team

The Candidate
I am looking for someone that has previous experience in managing the Contact Centre operations within a multi-channel function. They are looking for someone that can drive progression and support “best in class” as well as someone that has experience in enhancing on process and procedures and systems.

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 organizations, 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: DJJM1140
Job Title: Contact Centre Manager
Location: Midlands
Salary: 3/6 Month temp to perm contract (£60,000+ bens Pro Rata)

Reporting to the Operations Director, this role is within 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 first-class customer experience in all interactions
• Performance management of both team managers and team member
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders
• To Drive customer satisfaction through effective management of staff ensuring that all KPI’s are met if not exceeded on a regular basis

The ideal candidate will have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & 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.

IT Project Manager – 12month FTC

Job Ref: DJPF1133a
Role: IT Project Manager – 12 month FTC
Location: Warwickshire
Salary: up to £500 per day

My client who is looking for an experienced IT Project Manager to manage a project team to deliver a joint ERP and CRM implementation. The successful candidate will be responsible for project level decisions and overall project direction. A large element of responsibility is to support the implementation of the ERP across the UK sites.

The Candidate
• Demonstrable experience of managing teams of greater than 10 people
• Proven track record on ERP implementations and support.
• Can manage deadlines when delivering implementation and support work.
• Will bring demonstrable experience and knowledge of ways of working employed within other organisations that can provide benefit to the Company
• Knowledge of MS CRM would be advantageous but not essential
• Knowledge of a Customer Service environment managing customer calls, customer agreements and field service would be advantageous 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.

Assistant Customer Services Manager (12 month contract)

Job Ref: DJKG1197
Job Title Assistant Customer Services Manager (12 month contract)
Location: Staffordshire
Salary: £38k to £42k

We have a great opportunity with a market leader to join an established and growing team managing between 15 and 20 Advisors.

The role
The remit for this role is to ensure the day to day running of the team, along with training, coaching and mentoring of the team.

Some of the duties will include:
• Ensuring all work flow is distributed efficiently
• Conclude any escalated customer complaints
• To actively manage the floor
• To ensure individual and team KPI’s are met
• Promote new incentives
• Manage performance in real time
• Work to service compliance paperwork

The Candidate
My client is looking for a professional Team Manager who has 18 months minimum experience in a supervisory role. You will need to be flexible on working hours as this is a 7 day customer service contact centre. Your own transport is beneficial for this 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, 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.

IT Project Manager – 12month FTC

Job Ref: DJPF1133
Role: IT Project Manager – 12month FTC
Location: Warwickshire
Salary: up to £60,000

My client who is looking for an experienced IT Project Manager to manage a project team to deliver a joint ERP and CRM implementation. The successful candidate will be responsible for project level decisions and overall project direction. A large element of responsibility is to support the implementation of the ERP across the UK sites.
The Candidate
• Demonstrable experience of managing teams of greater than 10 people
• Proven track record on ERP implementations and support.
• Can manage deadlines when delivering implementation and support work.
• Will bring demonstrable experience and knowledge of ways of working employed within other organisations that can provide benefit to the Company.
• Knowledge of Movex and/or Infor M3 ERP System would be advantageous but not essential
• Knowledge of MS CRM would be advantageous but not essential
• Knowledge of a Customer Service environment managing customer calls, customer agreements and field service would be advantageous 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 organizations, 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.

Business Development Manager

Ref: DJAD1030
Role: Business Development Manager
Location: South East (Field based role)
Salary: £50,000 + company car + bonus

A global manufacturing company are looking for a Business Development Manager to join their field sales team, covering the South East. The role will be responsible for targeting and influencing specification managers in the specification chain to introduce their products. It will involve targeting a mixture of new and existing customers using information provided on Barbour ABI.

Duties include:
• Build, manage and convert a rolling 12 – 18 month pipeline for your territory through identification of key business opportunities (existing and new) within Commercial industry sectors.
• Develops and builds business and journey plans based on strong knowledge of the key commercial sectors.
• Lead and manage customer relationships, understanding key issues and opportunities, building collaborative relationships across all levels and functions
• Diagnose customer needs and build ranging, pricing and after sales proposals. Propose and quantify solutions, generate ROI models
• Build monthly forecast based on pipeline conversion and share with national account team to drive accuracy in demand planning process
• Communicate internally across relevant functions robust market, customer and competitor feedback to drive knowledge and inform commercial decision making

The successful candidate will:
• You must have at least two years’ experience working within a field sales based role or within a channel role.
• Knowledge of Barbour ABI and using it to create a pipeline is highly advantageous.
• Experience selling into the commercial specification area of construction is a must.
• Skilled in Excel, PowerPoint, Word and Outlook.

In return you will receive a competitive basic salary, a company car, performance related bonus (individual and departmental), and finally an excellent working environment with fantastic development opportunities.

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 (Client Service Manager)

Job Ref: DJMA1738
Job Title: Customer Service Manager (Client Service Manager)
Location: South East, (North London)
Salary: £35-45,000 base and car plus bonus bens

This is a stand-alone customer management position to oversee and take responsibility for the highly effective customer proposition, development and delivery between this business and one major B2B client customer.

You will work on-site, within the internal function/operations and externally across departments, acting as a conduit between the client and your organisation to ensure learning, development and delivery of a great customer service, which will impact both parties.

Excellent presentation and communication skills will be required as you work with a variety of stakeholders both internally and externally from Director and board level to Agent and field based personnel.

You will need to use your communication, interpersonal influence and negotiation skills to win the hearts and minds of your peers, colleagues and partner companies to develop and implement a strategy which delivers increased customer service and satisfaction, putting the voice of the customer at the heart of all operational delivery. Developing, co-ordinating and managing any internal, or external training, coaching and initiatives.

You will play a pivotal part in the business achieving its goal of offering a differentiated service to its customers and partner companies.

If you are interested in applying for this position, you will have a passion for the customer and have previously worked in a Customer Service function, ideally within a B2B environment, or working with external partner companies, you will need a strong skill set across relationship development, stakeholder management and driving effective customer change.

The role will require some travel to field and other operational locations.

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: DJAD1029
Role: Marketing Manager
Location: South West London
Salary: £35,000 + £10,000 bonus

A market leading consultancy based in South West London are looking for a Marketing Manager to join their head office team. A well-established business, the company really are the best in class in what they do and provide to many blue-chip companies and their contact centres.

Reporting to the Sales and Marketing Director, the Marketing Manager will work within a growing sales and marketing function, delivering a range of multi-channel campaigns. Lead generation is a key requirement of the role, as well as maximising data and content to nurture prospects through a funnel of activities including events, social media and best in class workshops. The Marketing Manager will also be responsible for increasing web traffic and improving SEO and will have gravitas to negotiate contra agreements with a range of media organisations.

Marketing Managers core responsibilities:
• Develop and manage marketing campaigns
• Targeted increase in lead gen and brand exposure.
• Increase in contra partnerships, events, speaking opportunities, e-marketing, print marketing and content creation.
• Development of website and attributable digital assets (social, newsletter, PR exposure)
• Development of CRM tool – cleanse, improve reporting, and drive targeted activity from data usage.
• Competitive analysis
• Market intelligence – furnish sales team with resources that will support new business generation. Examples include: market reports, articles to keep prospects warm, job role switches, contract end dates for competitive contracts.
• Support marketing director in continued refresh and development of support materials, website and all sales collateral.
• Support sales team in the creation of visually striking and effective PowerPoint presentations and RFP responses.
• Oversee a social media strategy that reports against monthly agreed KPI’s
• Track and analyse website traffic flow and provide regular internal reports
• Attain key performance indicators such as reducing the website bounce rate, increasing dwell time or improving conversion
• Continually work on the Search Engine Optimisation of the website(s)
• Edit and post videos, podcasts and audio content to online sites
• Arrange webinars and webcasts
• Write copy for email marketing campaigns
• Identify new trends in marketing, evaluate new technologies and ensure the brand is at the forefront of industry developments, particularly developments in mobile marketing

Required skills:
• Editing and writing skills: The successful candidate will need to devise and edit content for various digital platforms. Writing blog posts may well be an integral part of the job
• Video editing skills: Website and social media content will not just be text but frequently visual as well
• Web development skills: A marketing executive is not a software developer, but you will need sound knowledge of HTML/JavaScript, strong knowledge of search engine optimisation and advanced Word and Powerpoint skills
• Comprehensive knowledge of word press, HTML, mail chimp and CRM usage
• Proficient in social media usage in a business capacity
• Strong negotiation skills to be used in working with partners and contra agreements

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.

Business Development Manager

DJAD1006
Business Development Manager
Reporting to: Sales Director
Location: Office Location – London, however location of the role is flexible
Salary: Up to £45,000 basic + up to £10,000 car allowance + commission (£100k OTE)

A market leading consultancy based in London are looking for a driven Business Development Manager based to join them due to expansion. A well-established business, the company really are the best in class in what they do and provide to many blue chip companies and their contact centres. The successful candidate will deliver results by contacting target companies across the UK, then present solutions by understanding and adapting to their needs, as well as winning and closing proposals.

Duties include:
• Targeting key companies in vertical markets
• Negotiating and growing new business account wins
• Managing relationships with partners and subcontracts
• Providing value based consultancy sales

Key requirements:
• Strong sales experience, preferably in a B2B environment
• A strong desire to achieve
• A good understanding of commercial issues for managers
• Experience from the contact centre industry and/or consultancy is desirable

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.

Senior Contact Centre Manager

Job Ref: DJMA1736
Job Title: Senior Contact Centre Manager
Location: South East (Bedfordshire, Buckinghamshire, Northamptonshire, Oxfordshire and North London commutable locations)
Salary: £45-50,000 base, 15% bonus, company car plus bens

Opportunity to join a leading brand who have achieved No 1 status across their highly competitive market for customer service. The ongoing challenge; to continue to develop an innovative range of solutions and offerings whilst ensuring that customer service and the overarching customer experience is centre stage in the ongoing strategy development, identification of continuous improvement, performance and efficiencies.

You will be a proven contact centre manager who has experienced delivering effective programmes of change that have achieved uplifts in performance, efficiencies and have achieved uplifts in customer satisfaction, loyalty and retention.

Working within a regulated environment you will need to develop, train and coach your contact centre team, your experiences, feedback and enthusiasm will and can make all the difference to build an engaged, fun, motivated team, focused on the customer and doing the right thing but with an understanding and accountability for the commercials and compliance.

A customer advocate, you will be a passionate leader of people and want to be part of a high-performance team, in a high profile leading brand. Excellent stakeholder management and relationship skills will also be required.

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.