Customer Experience Consultant (3 months possibly extending to 6 month contract)

Job Ref: DJMA1805
Job Title: Customer Experience Consultant (3 months possibly extending to 6 month contract)
Location: CZECH REPUBLIC
Salary: £300-500 per day to include expensed dep on candidate and experience.
Employment Type: INTERIM CONTRACT

You will play a pivotal part in helping the business continue to grow and scale, whilst achieving its goal of being the No 1 service provider for customer service across their sector.

As a Subject Matter Expert Customer Experience Consultant, you will have a good level of strategic level experience within a senior Customer Experience position covering Product Management, Start-up or fast growth scaling operations, Technology, design and innovation, alongside corporate strategy building and high level consulting. Experience within the travel and or hospitality industry will be advantageous.

They will be looking to appoint an individual who can nurture, coach and motivate future CX leaders, offering consultancy and strategy on end to end customer journey design and strategy.

Other responsibilities include:
• Development of a strategic capabilities roadmap
• Ability to use customer analytics to determine customer preferences, needs & behaviours
• Using channel analytics to track the CX across various channels such as IVR, Web, Call / Chat / Email, Voice AI, Social Media and bringing the customer analytics and channel analytics together to developed multichannel customer experience strategies (self service focused)
• Build business cases and calculating ROI on customer strategy initiatives
• Work on cross channel programs and help building a consistent, cross channel CX
• Customer survey development, creation & analytics expertise

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

Follow us on Twitter @callcentrejobs1

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

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

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

Head of Customer Service

Job Ref: DJHC4278
Job Title: Head of Customer Service
Location: South East
Salary: Up to £95k salary + bonus + benefits
Employment Type: Permanent

I am looking for a results driven Head of Customer Service, who has experience of driving results for the customer across Customer Experience, and managing operational teams.

Responsibilities:
• Lead the Customer Operations Team (50FTE), including Complaints and Customer Insight
• Through analysing customer needs, build a market leading Customer Experience process and monitor and improve this across the operation, and cross functionally
• Support customers throughout the customer journey ensuring they have an appropriate and exemplary level of support
• Lead the development and training of the operational teams to successfully support customers through their customer journey and embed strategies and processes to improve service
• Manage the head count to ensure operational excellence is achieved, whilst remaining within budget
• Set appropriate metrics and SLA’s to ensure performance is at an optimal level in both customer service and overall customer experience
• Drive Customer Experience across the business repairing and streamlining elongated processes
• Represent Customer Experience excellence across the organisation, being the businesses Customer Advocate

Key behaviours:
• Self-starter, resilient, focused, a real achiever of results
• Excellent understanding and customer journey mapping and customer experience
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo

If you are interested in applying for this position, you will need to have a proven track record of leading high performance teams in a multi channel contact centre and customer experience 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 in to any discussions or offer any assistance regarding sponsorship.

Head of Complaints/Complaint Manager (Contact Centre)

Job Ref: DJMA1802
Job Title: Head of Complaints/Complaint Manager (Contact Centre)
Location: North East
Salary: to £65k plus bens
Contract: Permanent

This is an opportunity for an experienced customer contact centre professional to help deliver a wide reaching cultural transformation and a more customer focussed, efficient and performance focussed complaints management function for this well known business.

Leading a large contact centre inhouse and outsourced operation, you will work with your team to win the hearts and minds of the team and drive continuous improvement across process and people. There is significant change to come and this role will require someone who is used to developing and embedding transformation change which positively impacts your people and your customers.

You will define the Customer Experience in line with the requirements to reduce customer effort and maximise speed to resolution
Translate customer insights and performance metrics to develop a department improvement plan
Monitor performance and measure critical processes to clearly demonstrate how targets link to business plans and any areas that need to be addressed or improved
Ensure that all work areas are aligned with legal and regulatory constraints
You’ll provide leadership and direction to a team of Service professionals empowering them to show great leadership skills and deliver for the business
Improve customer experience through the adoption of digital capabilities (i.e. web chat, online tracking)
Deliver the strategy that effectively balances customer requirements with operational efficiency
If you are interested in applying for this role, we will be looking for an experience Head of Customer Contact and or Senior Manager, with experience of managing complaints teams in a regulated environment. A proven change manager, you will have evidence of delivering large scale change and business transformation.

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 Resource Planning Manager

Job Ref: DJPF1259
Job Title: Senior Resource Planning Manager
Location Oxfordshire, commutable from Warwickshire, Berkshire and Buckinghamshire
Salary: £65,000 + Bonus
Employment Type: Permanent

My client is looking for a Senior Resource Planning Manager who will be responsible for short and long range forecasting and capacity planning. You will work alongside the operation leadership to provide strategic, operational and tactical plans. You will identify opportunities, develop processes, and influence automation efforts to enable capabilities to optimise workforce planning and scheduling.

Some of the Responsibilities include:
• Responsible for the complete resource lifecycle planning and scheduling of an integrated network of call centres.
• Manage forecasting, develop and manage forecasts and staffing models
• Collaborate with operations leaders and business partners to develop workforce strategies and plans to meet changing business needs.
• Leverage data to clearly articulate problems and support counter measures to close performance gaps.
• Identify and plan for special causes including: spikes and/or step changes in demand,

If you are interested to apply:
• Proven experience in forecasting, workforce planning, organisation and development
• Proficient with forecasting methodologies and tools
• Excellent project management skills.
• Experience presenting to and communicating with various audiences
• Strong information systems skills including workforce management application and telephony systems, features and integration capabilities

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

Job Ref: DJJM1218
Job Title: Senior Customer Experience Manager
Job Location: Midlands
Salary: Up to £70,000 + bens
Job Type: Permanent

Reporting to the Head of Customer Experience, this role is with a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the overall customer Experience and Customer Journey across the business.

Some of the responsibilities will include:
• To Manage a team of 15/20 Customer Experience Managers to design and deliver specific processes and shape the customer journey
• To build and maintain solid long-term relationships with internal and External stakeholders
• To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
• To strive for the ongoing improvement and optimisation of the customer journey and performance of your department, creating the foundation for future growth
• Project management of campaigns from set up to completion

The ideal candidate will have a passion for digital transformation having the customers experience and journey at the heart of any process, have experience of using agile and lean thinking when looking at customer journey and process. Individuals with excellent communication skills, who can cite significant experience of managing stakeholder relationships, change and making commercial decisions, 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.

Senior Analyst / Senior Data Analyst

Job Ref: DJEM1007
Job Title: Senior Analyst / Senior Data Analyst
Location: Oxford
Salary: £65,000 depending on experience plus bonus
Employment Type: Permanent

Working in a brand new department within a well established company within the Travel sector, they are looking for three experienced Senior Data Analyst to work across two different divisions.

Some of the Responsibilities include:
• Working with both SQL and Tableau on a daily basis
• Working on and leading workstreams
• Pull and combine the data into analysis
• Engaging stakeholders
• Providing timely insights and analytical support to different internal stakeholders
• Identify the business and data structure to drive analysis in a self-sufficient way

If you are interested to apply you will need:

• Advanced Excel skills
• Understanding discussions around Search Engine Marketing (SEM)
• Experience in creating path flows, funnels and how to deep dive analysis into stage progression with a funnel.
• Have experience working on big scale operations, working with large amounts of data
• Good communication skills and the ability to present data in a user-friendly way to all levels of the organization.

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.

Contact Centre Operations Director/Head of Contact Centre

Job Ref: DJMA1800
Job Title: Contact Centre Operations Director/Head of Contact Centre
Location: Permanent relocation required to a large European city.
Salary: to Circa 100,000 EUROS negotiable dep on candidate and experience base, bonus, benefits, small relocation package.
Job Type: Permanent

This role is being advertised across the UK to attract an individual who would be interested in the opportunity to relocate to a large European City for a permanent role.
The position will lead a large team within contact centre operations, in a sales through service, retention, loyalty or service environment.

This is a fast growth outsourced environment and the business will be looking for individuals who can build and develop motivated, highly engaged, performance focussed teams. You will be used to managing a P&L and developing influential relationships with internal and external stakeholders. Developing client relations to ensure the ongoing success, improvement and future retention and growth of accounts.

The head of Contact Centre will oversee client campaigns and have full relationship management responsibility, as well as owning the operational delivery, recruitment, onboarding, planning, process improvements etc to achieve SLA’s and KPI’s across sales and service for a multi disciplines, multi-lingual, multi-channel operation.

A senior leader you will have the gravitas, influence and operational, commercial experience to take full P&L responsibility, drive the strategic vision and own sales and service with many blue chip and award winning brands for UK, European and a global customer base. The role will include team leadership, development and performance, as well as being the primary point of contact for the external stakeholders on a strategic level.

If you are interested in applying for this position, you will need to have proven Head of Contact Centre/Account Director/Client Services Director level experience gained at a strategic level working within a third-party supplier management, outsource, or BPO capacity.

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.

Contact Centre Sales Manager (Outbound) – INTERIM

Job Ref: DJKG1276a
Job Title: Contact Centre Sales Manager (Outbound) – INTERIM
Location: Hertfordshire and the Greater London area
Salary/OTE: £55k to £72k plus car allowance with generous bonus and benefits
Employment Type: INTERIM

This is a fantastic opportunity for an experienced Outbound Contact Centre Sales Manager to join an outstanding market leading organisation within a service environment.

This outbound Contact Centre Sales Manager is a pivotal role in the organisation that will work with key stakeholders servicing UK Consumers throughout the UK as they will be ambassadors to this brand.
This organisation is for an experienced Outbound Contact Centre Sales Manager who can lead, develop and motivate the team to maximise sales to the retail market.

This role report into the Head of Customer Operations and this position is part of the senior management team.

As the Outbound Contact Centre Sales Manager some of your responsibility will be to:
• Lead a team to achieve sales target within a B2B setting
• Drive new and existing retail sales through new campaigns and promotions
• Ensure the team deliver excellent retail experience which is measured through retailers’ feedback
• Support and develop the advocacy of external partnerships including trade bodies
• Ensure all polices and procedures are embedded and delivered

If you are interested in applying for this position, you will need to have a passion for delivering exceptional sales leadership and management within a contact centre environment. You will need to be commercially focused to deliver consistently against sales and operations goals. Experience in understanding and working with dialler technologies and set-ups is important for this role along with being able to interpret data to influence partners and to manage the sales team.

The role is a Monday to Friday role and may require occasional travel.

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.

Contact Centre Sales Manager (Outbound)

Job Ref: DJKG1276
Job Title: Contact Centre Sales Manager (Outbound)
Location: Hertfordshire and the Greater London area
Salary/OTE: £55k to £72k plus car allowance with generous bonus and benefits
Employment Type: Permanent

This is a fantastic opportunity for an experienced Outbound Contact Centre Sales Manager to join an outstanding market leading organisation within a service environment.
This outbound Contact Centre Sales Manager is a pivotal role in the organisation that will work with key stakeholders servicing UK Consumers throughout the UK as they will be ambassadors to this brand.
This organisation is for an experienced Outbound Contact Centre Sales Manager who can lead, develop and motivate the team to maximise sales to the retail market.

This role report into the Head of Customer Operations and this position is part of the senior management team.

As the Outbound Contact Centre Sales Manager some of your responsibility will be to:
• Lead a team to achieve sales target within a B2B setting
• Drive new and existing retail sales through new campaigns and promotions
• Ensure the team deliver excellent retail experience which is measured through retailers’ feedback
• Support and develop the advocacy of external partnerships including trade bodies
• Ensure all polices and procedures are embedded and delivered

If you are interested in applying for this position, you will need to have a passion for delivering exceptional sales leadership and management within a contact centre environment. You will need to be commercially focused to deliver consistently against sales and operations goals. Experience in understanding and working with dialler technologies and set-ups is important for this role along with being able to interpret data to influence partners and to manage the sales team.

The role is a Monday to Friday role and may require occasional travel.

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.