Head of Contact Centre – London

Job Ref: DJAD1058
Job Title: Head of Contact Centres – London
Location London (Some travel to the US required)
Salary: £90k plus bens and bonus
Employment Type: Permanent

A fantastic challenge to work with a luxury global brand has arisen at a newly formed central contact centre in London. The Head of Contact Centres role requires an experienced Senior Manager/ Head of, who will guide the business through this transformation, shaping the contact centre, including implementation of contact centre technology, a new CRM and recruitment of different levels to enable the strategy agreed.

As the Head of Contact Centres you will be expected to:
•Develop the vision, lead the strategy for the global contact centre and execute with precision, playing a pivotal role in modernising the global contact centre.
•Inspire and lead the global contact centre team, optimising the success of all properties and people to deliver operational effectiveness and efficiency.
•Design and implement strategic initiatives whilst motivating and aligning teams to overall objectives for the global contact centre.
•Define targets and balanced scorecard metrics, ensuring that success is measured against KPI’s, conversions, follow up in a consistent manner.
•Drive a high-performance culture which secures consistent achievement of internal targets as a key contributor to the business plan.
•Deliver business and strategic plans across the London and US contact centre to agreed sales goals, ensuring that cross sales opportunities are maximised.
•Responsible for contact centre P & L and control of all operating costs to deliver budgeted profit margins for the entire business.
•Develop, implement and maintain effective internal and external quality assurance programmes.
•Translate customer insights into successful treatment strategies and ensure the delivery of outstanding customer service and customer sales via all channels.

If you are interested to apply you will have:
Experience of driving change projects and designing and establishing deliverable plans to execute change.
•A track record of leading international virtual teams
•Experience with a luxury brand of high touchpoint model desirable
•Previous contact centre leadership experience in a complex, multi-stakeholder environment
•Proven ability to drive performance and sales and lead a multi-site, multi-language contact centre sales team
•An inspirational and hands on leader, with capability of creating a positive team environment and producing excellent results
•Ability to thrive in a traditional cultural environment, demonstrating confidence and strength of character to achieve positive solutions

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.

Head of Contact Centre

Job Ref: DJKG1230
Job Title: Head of Contact Centre
Location: Swansea
Salary: £80k to £95k (plus car and benefits)

This is a fantastic opportunity for an experienced Head of Contact Centre who has implemented change, ensuring SLA’s are achieved whilst working in a fast -paced and energetic environment.

The Role
You will report to the Director of Contact Centres with the main responsibility being to lead and manage the inhouse and offshore contact centres, working in partnership with key stakeholders to optimise resources and customer service delivery.

• Working closely with the resource planning team
• Ensuring strong employee engagement minimising staff turnover
• Develop and deploy the future customer service strategy delivering a continuous customer experience
• Working with internal and external stakeholders
• To drive customer strategy and change

The Candidate
My client is looking an experienced Head of Contact Centre who has a proven track record in leading and implementing transformation change and customer strategy whilst maintaining customer engagement and SLA’s. You must have experience working in a fast-paced environment and able to manage a large and fluctuating contact centre head count. You must be able to make regular trips to their other offices.

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 Product Manager – Contact Centre

Ref: DJAD1052
Role: Senior Product Manager – Contact Centre
Location: Warrington
Salary: £80k – £100k

A market leading, transforming e-commerce business is looking for a Senior Product Manager to join their contact centre environment. As a Senior Product Owner, you will lead a group of product teams across the after sales area of the website covering transparency, amendments, cancellation and Contact Centre tools and systems.

The role will be reporting directly into the Chief Product Officer and also working closely with the Contact Centre Director. As part of a fast growing company, high performers can expect extensive opportunities for career progression and development.
You need to be a highly motivated Senior Product Owner who thrives in a fast paced, collaborative environment and lives to delight the customer. You will be responsible for delivering product excellence and innovation across multiple product teams:

Key Responsibilities
• Develop a deep understanding of the current and future customer needs across all areas of the business – and how those needs interact with your product portfolio
• Work with the Chief Product Officer and other senior stakeholders to define the overall strategy and direction for your product portfolio
• Build, lead and coach a team of Product Owners
• Work with senior architects, heads of development, delivery and operations to design and deliver products and services to delight our customers
• Be accountable for the end-to-end delivery of products within your portfolio
• Work with product teams, coaches and engineering to drive continuous efficiency improvements
• Communicate with key stakeholders to keep them up to date and bought into the product development process

Key Experience and Skills
• Have a Service orientated background, ideally you will have owned products in the self – serve customer service space online and understand contact centre operations
• Be a true customer obsessive
• Have a proven track record of delivering successful, user-oriented products
• Be able to define and communicate product vision or strategy to others
• Be commercially aware and have a strategic mind, able to identify business opportunities and deliver against them
• Have great organisational skills, able to manage and deliver multiple products and projects simultaneously
• Understand what an exceptional user experience entails and how to deliver it whilst balancing against other competing priorities
• Have experience of driving product development through all phases of the product lifecycle

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.

Head of Operations (Customer Contact)

Job Ref: DJMA1753
Job Title: Head of Operations (Customer Contact)
Location: Midlands
Salary: £60-75,000 bonus and bens

This is a fantastic opportunity to work with a digital challenger brand, focussed on delivering a best in class customer and user experience and disrupting a large, established consumer market.

They are looking for an experienced customer operation leader who will be able to help develop and grow their multi-channel customer operation whilst delivering a high-performance team and service focussed operation.

Working at both a strategic and operational level, this role will require an influential, creative but hands on professional, with a good understanding of the digital, multi, or omni channel environment and tool, technologies and automation partner management.

Driven by continuous improvement, passionate about great customer service, employee engagement and commercially focussed, you will help develop the future operating model which will ensure the business can scale, without jeopardising its people or customer values and service proposition.

If you are interested in applying for this position you will have previous experience of a senior customer contact leadership position as both a strategic, visionary and hands on inspirational manager.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Senior Customer Service Operations Manager

Ref: DJKG1205a
Job Title: Senior Customer Service Operations Manager
Location: Harlow
Salary £75k to £80k

An exciting new position has become available for a Senior Customer Service Operations Manager, working for a well-established organisation. You will report to the Operations Director and have 2 direct reports and lead and manage a contact centre team of 150fte.

The Role
This is a pivotal role within this organisation. The main remit for this role is to reshape and upgrade processes, procedures and systems of the busy contact centre along with looking at training and development within the team.

• Provide direct line leadership and management of the team
• Empower the team through training and development and execute outstanding customer service
• Develop short and long term strategic plans whilst ensuring quality standards and continuous improvement is delivered
• Working closely with internal and external stakeholders

The Candidate
I am looking for a strong experienced Senior Customer Service Manager, that has a proven track record in delivering change and transformation in a busy and demanding contact centre. You must have previous experience in running a successful contact centre within a voice and admin-based environment. Experience in managing a large contact centre is essential 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.