Customer Insight Manager/Lead

Job Ref: DJEM1022
Job Title: Customer Insight Manager/Lead
Location: Gloucester
Salary: up to £55,000
Employment Type: Permanent

An excellent opportunity for a Customer Insight Lead to develop and lead an insight capability to enable the wider team to understand product performance, and customer challenges, needs, and desires to drive product and service improvement and innovation.

Responsibilities include:
• Developing a framework that monitors customer insight and product performance.
• Creating a monitoring processes across our digital channels to ensure effective monitoring.
• The central point for data collection on product performance.
• Working with existing customer engagement functions, such as customer experience managers and the User Experience Team.
• Ensuring feedback and intelligence is understood and actioned.
• Work alongside customer experience managers, the User Experience Team, the Strategy Manager, product managers, and product owners to ensure that customer needs are being addressed.
• Promoting data-driven prioritisation.
• Establish reporting mechanisms using our CRM system.
• Create performance dashboards and reporting functionality on customer behaviour and product performance, using technologies such as Power BI.
• Contextualise customer behaviour and identify potential new behaviours as a result of shifts in these areas.
• Ensuring that strategic initiatives and exploration have a full and clear understanding of the current and future customer behaviour, and that appropriate customer monitoring is in place for new initiatives.
• Form insight on future customer trends, challenges and user behaviours.

Experience required:
• Experience of using SAS, Python and Power BI is desirable
• Previous experience working from a Market/Customer Insight background
• Analytical
• Someone who can action their insight
• Naturally inquisitive
• Able to work with multiple teams
• Strong organisational skills and a good multi-tasker is 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.

Resource Planning Manager

Job Ref: DJPF1287
Job Title: Resource Planning Manager
Location Manchester, North West
Salary: Up to £45,000 + Benefits
Employment Type: Permanent

We are currently recruiting for a Resource Planning Manager who will be responsible for building a high performing scheduling team, creating processes and infrastructure. You will motivate, inspire, and prepare the scheduling team for long-term success.

Some of the Responsibilities include:
• Complete ownership of WFM tool including configuration maintenance, managing licences, and controlling user access.
• Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments and optimise wastage/Influx.
• Leads weekly staffing review meetings detailing previous and current week’s performance and forecasted performance of remainder of current week and next 2-3 weeks, while also identifying risks.
• Liaise with the Forecast Analyst to ensure that all forecasted factors have been considered before the creation of staffing schedules.
• Create long and medium term staffing schedules that are legally compliant; that adequately meet the challenges of matching forecasted factors with agreed service levels; that adequately meet the work/life balance requirements of our staff; and are available for staff a minimum of one month in advance.
• Produce and analyse the variances between the forecasted demand and the resource availability to establish the accuracy by which the demand is being forecasted and the resource being allocated, and make or recommend changes, where appropriate, to meet the demand.
• Manage and process holiday requests in a fair and reasonable manner on behalf of staff. Maintain all records of holiday allowances. Schedule appropriate items such as meetings, training, 1-2-1’s and other development time that meet the needs of our staff and our clients.
• Responsible for the onboarding of new recruits into scheduling system. Liaise with Human Resources to ensure staffing schedules are available within an adequate time-frame for new recruits and other support departments, incl. Payroll to ensure accurate recording of paid and unpaid time of all staff.
• Manage, Review and Process requests for shift changes, liaising appropriately with Operations and HR.
• Identifying own development needs in relation to current role, future plans and own personal development objectives in line with personal, departmental and company development plan.

If you are interested to apply:
• Experience in Contact Centre support role required.
• Experience of Aspect WFM tool.
• Knowledge of complexity of scheduling & intraday management in a multi skill, multi-channel, environment.
• Management Skills – delegation, communication, motivation and managing a cross site team
• Demonstrated experience and success in WFM or Operations oriented projects in Contact Centres.
• Analytical and strong communication skills are essential to be successful in this role
• Advanced skills using Microsoft Excel in a business environment
• Performance Management experience to drive effective real-time service level delivery
• Good relationship skills to collaborate with key operational 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 into any discussions or offer any assistance regarding sponsorship.

Customer Service Manager

Job Ref: DJHB1030
Role: Customer Service Manager
Location: Midlands
Salary: up to £48,000 per annum
Job Type: Permanent

Are you a customer-focused individual with a passion for debt and vulnerability?
Do you have strong people leadership skills and experience within a high demand call centre environment?
Are you looking to be a part of the evolution of an established brand within a regulated environment?
If so, we could have just the opportunity for you…

We’re currently partnered with a great brand to introduce a Customer Care Manager into their contact centre. Looking after a team of between 100-150FTE, you will be responsible for ensuring that the customers are at the heart of everything that takes place on site.
The business unit are focused on the recovery of existing debts and managing customer relationships; ensuring that vulnerability is recognised and assisted as much as possible.

The role will require you to:
• Manage a dynamic and varied team of advisors to maintain key KPIs within a busy call centre environment.
• Evaluate escalated concerns and action these to provide an outcome.
• Work proactively when the Head of department is offsite to maintain service delivery, maintain team morale and to effectively manage the operation day to day.
• Identify areas for improvement within the contact centre as the business goes through a cultural evolution.

You will ideally be:
• Experienced in working within a heavily regulated environment.
• Experienced in the delivery of departments for collections, debt and/or vulnerability.
• Able to motivate and collaborate teams within a contact centre environment.
• Inspiring with your leadership skills to create change, new opportunities and the development of a constantly evolving environment.
• Able to step into a more responsible role in the absence of the Senior leadership team.
• Able to evaluate performance metrics to identify training gaps, areas of success and areas that require improvement.

The business is looking for a passionate and driven leader to help them to improve their customer journey. With a clear focus on the debt, collections and vulnerability areas of the business, you will need to be able to demonstrate previous experience in this environment.

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.

Collections Manager

Job Ref: DJHB1029
Role: Collections Manager
Location: London
Salary: up to £60,000 per annum
Job Type: Permanent

Are you experienced in the creation of processes and strategy within a debt collection environment?
Would you like the opportunity to create and form a department from scratch?
Are you use to working within a highly regulated industry sector?
We’re currently working closely with a disrupter within the market who are looking for someone to work in an autonomous and very hands-on role to create a collections department within a dynamic business in the London area.

Having the opportunity to be a big part of the business’ acceleration and growth plans, you will be building a team of collection specialists to work with you on the journey of the business.
This role is pivotal in leading the direction of best practice within the business aligned with regulatory guidance, so experience of doing so in a previous role is paramount.

Responsibilities will include:
• Implementing strong processes and procedures to ensure that the business is aligned with industry best practices to deliver the Collections function within the wider organisation.
• Monitoring inbound and outbound Collections activities.
• Establishing and maintaining strong stakeholder relationships.
• Creating and implementing billing and debt collection processes.
• Promoting customer engagement and experience within the remit of their products and services.

You will ideally be:
• Able to demonstrate a track record in the B2C market for Customer collections, the implementation of customer technologies.
• Of entrepreneurial spirit with a can-do attitude whereby you are happy to engage in a diverse range of tasks.
• Excited by the challenge of a start-up environment and by the change and continuous improvement.
• Ambitious, driven through self-motivation and resilient.

This is a fantastic opportunity for a proven individual to learn and grow and part of a dynamic start-up team.

All they’re looking for from you is the drive and enthusiasm to assist with the launch of the business, as well as the right attitude and aptitude to enhance this leading product into the luxury retail 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, 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.

UX Manager

Job Ref: DJHC4294
Job Title: UX Manager
Location: South East
Salary: Up to £55k salary
Employment Type: Permanent

We are looking for an experienced UX Manager to lead the Digital UX, creating governance as well as being creative and innovative. This role requires somebody with a passion for Digital Customer Experience, specifically user experience, interaction design, navigation and information architecture.

Responsibilities:
• To continuously advocate the customer across functions
• Manage a team of contract and UX Managers
• Lead on large-scale website re-design that links to the overall Digital Strategy, ensuring that user experience roadmap items are business cased and change is managed appropriately
• Utilise data to optimise performance across the function
• Manage 3rd party relationships to create pivotal web experiences
• Responsible for Accessibility accreditation targets
• Support and proactively identify improvements to achieve CSAT and maximise the Customer Experience
• Creation and rollout of visual design to be used by the Content and Development teams
• Research of UX/UI, user-centred design and interaction design trends

Key behaviours:
• A UX Manager who can succeed in a complex and challenging environment
• A customer advocate who will always look at how to achieve best outcomes for the customer
• Solutions driven
• Hard working
• Resilient
• Influential and a great communicator at all levels
• Be passionate about digital and advocating best practise

If you are interested in applying for this position, you will need to have a proven track record within digital communication improving User and Customer Experience.

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 in to any discussions or offer any assistance regarding sponsorship.

BI Developer

Job Ref: DJPF1285
Job Title: BI Developer
Location Nottingham, Midlands
Salary: Up to £45,000 + Benefits
Employment Type: Permanent

We are currently recruiting for a BI Developer who has experience of working with Microsoft Azure for an exciting brand based in Nottingham. You will manage and motivate a team of Planning Specialists within a contact centre environment.

Some of the Responsibilities include:

• Demonstrating strong people and operational leadership skills.
• Forecasting volumes based on demand and planning team rotas accordingly.
• Positively influencing and contributing to the team culture.
• Reporting MI accurately, analysing the root cause, and making recommendations.
• Proactively seeking solutions for potential issues.
• Successfully and sustainably scaling the Resource Planning function.

If you are interested to apply:

• PC Literate, good working knowledge of Excel.
• Good working knowledge of MS Office, particularly Excel
• Cognos
• Data sources
• MI/BI systems
• Azure; IR, Data Bricks, Blob, SQL Server, Datawarehouse, Analysis Services, Power BI

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.

Learning & Development – Training

Job Ref: DJJM1240
Role: Learning & Development – Training
Location: Cardiff – Wales
Salary: Up to £50k plus bonus and benefits
Employment Type: Permanent

An excellent opportunity has arisen within an exciting, growing company that are in an ever changing and fast paced industry sector who are looking to recruit a Learning & Development – Training professional for their contact centre and wider business.

The successful candidate will be really focused on improving the knowledge and skills of the Contact Centre and be able to deliver comprehensive training to both new starters and upskilling existing staff.

The aim of the role of is to provide a training and management support function for the contact centre and wider organisation. You will create and deliver training programmes for new and existing members of the organisation to improve their knowledge and skills in dealing with a number of disciplines in a regulated industry. You will monitor and coach colleagues to achieve targets and work closely with the managers and their colleagues to identify gaps in knowledge and responding with coaching support. You will also identify training needs and planning programmes. The ideal candidate will have the ability to think outside of the box and be able to regularly review and improve and update training material. The role will include handling administration, for example: completion of management duty rota.

The successful candidate will have:
• At least 12 months training or leadership experience within a contact centre environment.
• Experience of managing people and be able to lead and motivate others to deliver excellence in customer service.
• Excellent organisational skills.
• Excellent time management skills.

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

Follow us on Twitter @callcentrejobs1

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

Sales Manager (Telesales / Call Centre) (Contact Centre Background Required)

Job Ref: DJJM1238
Job Title: Sales Manager (Telesales / Call Centre) (Contact Centre Background Required)
Job Location: South East
Salary: up to 45k + bens
Employment Type: Permanent

Reporting to the Head of Operations, this role is with a company operating within a high growth and competitive market sector. The post-holder will play a pivotal role in the design and ongoing success of a sales function, effectively delivering robust and compliant sales success, twinned with an entrepreneurial flair in order to maximise all business opportunities.

Some of the responsibilities will include:
• To provide significant input to development of telephony sales process and procedure, ensuring compliance with industry / corporate guidelines.
• To provide visible and clear direction to your team, ‘leading by example’ and carrying overall responsibility for departmental KPI’s / targets.
• To recruit and subsequently develop a high performance sales team, defining KPI’s / targets, providing first-class coaching and on-going support.
• To work collaboratively with the senior leadership team in pursuit of wider business objectives, providing accurate, weekly, MI with regard to departmental performance.
• To consistently review both operational practices and departmental performance, ensuring high performance is rewarded and under-performance is addressed.
• To manage all data records of all clients and prospects in-line with industry guidelines and corporate expectations.

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 Intelligence Manager

Job Ref: DJPF1283
Job Title: Business Intelligence Manager
Location: Surrey, South East
Salary: Up to £45,000
Employment Type: Permanent

We are currently recruiting for a Business Intelligence Manager who will use the BI to develop reports, analyse them and produce results which can be used to support discussions and negotiations to key internal and external stakeholders.

Some of the Responsibilities include:

• Actively liaise with internal stakeholders to collate overall picture of performance, using this to produce monthly reports and analysis
• Review and analyse performance and prepare MI packs for periodic meetings
• Build strong and collaborative relationships to understand overlaps and gaps. Define and describe these, highlighting any risks or opportunities to the company
• Identify missed opportunities in current business practices and propose new schemes

If you are interested to apply:

• Advanced knowledge of Microsoft Office, specifically Excel and PowerPoint essential to this role
• Minimum requirement of having achieved the FIT CII qualification
• Experienced in achieving a positive impact to business practice through analytics
• Organised, diligent individual who can multi-task and put the customer at the forefront of their decision making
• Have passion for actionable insight and be self-motivated and reliable with the ability to operate independently where 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 into 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.