Head of Customer Operations – Head of Operations

Job Ref: DJJM1258
Job Title: Head of Customer Operations – Head of Operations
Job Location: Crawley
Salary: Up to £75k plus bens
Employment Type: Permanent

Reporting to the Customer Service Director, this role is with a successful organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in improving service delivery across the business. Working as part of the senior management team you will input into future strategy and development, drive continuous improvement and deliver an enhanced operation by fully engaging your colleagues.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• To review and enhance customer contact strategy
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Build, Maintain and develop outsourced relationships
• Provide lead on contact centre change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for understanding customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes, have a good understanding and passion for new technology and customer interaction channels. 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.

Customer Success Manager (French or German Speaking)

Job Ref: DJMA1828
Job Title: Customer Success Manager (French or German Speaking)
Location: South East, London, UK
Salary: £50-60,000 bonus and benefits
Employment Type: Permanent

This is a newly created position to join a high growth, award winning, software, service and technology provider to enterprise wide organisations. You will be working with large accounts and business to business customers to add value through training, relationship management and knowledge management, delivering a high level of customer satisfaction.

They are looking for a multi-lingual professional from either a Customer Service, or Customer Success, Account or Product Management background. Fluency in English and or French, or, German will be a requirement, as the successful candidate will be working with a portfolio of international clients. The role will also require some international travel.

The business are growing fast, this is an entrepreneurial business and each day will bring a fresh set of challenges. Individuals who do well here will need to be adaptable, able to work on their own initiative and used to working to support clients, service and or product propositions in an account management, knowledge management, training, coaching capacity. Excellent communication and relationship skills will 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 into any discussions or offer any assistance regarding sponsorship.

Contact Centre Vendor Manager

Job Ref: DJJM1247a
Job Title: Contact Centre Vendor Manager
Job Location: London
Salary: Up to £70,000 + bens (Pro Rata)
Employment type: 4 MONTH CONTRACT (PART-TIME 4-DAY WEEK)

Reporting to the Head of Operations, 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 service delivery across the business.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• Performance management of team members, including driving a coaching culture and planning training programmes
• Driving engagement and loyalty of employees, through development of reward schemes and recognition
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff, 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 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.

Head of Management Information

Job Ref: DJEM1033
Job Title: Head of Management Information
Location: Essex
Salary: up to £60,000
Employment Type: Permanent

This is an excellent opportunity for a Head of MI to provide consistent MI and statistics to the business as well as exploring customer requirements.

Responsibilities include:
• Creating and designing Management Information reports
• Maintaining information management policy, standards and guidance
• Managing and developing the information management team
• Able to support individual development
• Managing workload ensuring the effective allocation by assessing business requirements regularly
• Developing the information governance strategy and business plan
• Supporting the MI team, ensuring the life cycle of the process is managed
• Producing reports to members of the senior leadership team and stakeholders
• Developing relationships with external stakeholders

Experience required:
• Building and managing an MI function from scratch
• In-depth understanding of Power BI
• Excellent knowledge of data analysis
• Experience of designing and developing reporting models
• Previous leadership experience
• Stakeholder management

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/ Contact Centre Manager

Job Ref: DJJM1247
Job Title: Head of Operations/ Contact Centre Manager
Job Location: London
Salary: up to £70,000 + bens (Pro Rata)
Employment Type: 4 MONTH CONTRACT (PART-TIME 4-DAY WEEK)

Reporting to the Head of Operations, 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 service delivery across the business.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• Performance management of team members, including driving a coaching culture and planning training programmes
• Driving engagement and loyalty of employees, through development of reward schemes and recognition
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff, 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.

Head of Partner (Contact Centre Outsourced Relations)

Job Ref: DJMA1826
Job Title: Head of Partner (Contact Centre Outsourced Relations)
Location: UK with travel
Salary: to £80-90k plus bonus dep on candidate
Job Type: Permanent

An opportunity for an individual to take responsibility for the third-party relationships, commercials and performance of the sales channel partner programmes.

Owning the partner programme strategy for sales you will work with the senior leadership team, working collaboratively and closely across the operation, to understand, influence and develop customer contact strategy, marketing, channel contact and pricing, whilst delivering a fully compliant regulated operations across multiple sites. Looking to develop, and implement continuous improvement across people, process tools and technology to deliver an improved sales performance.

If you are interested to apply for this role, you will have proven experience owning an outsource programme, performance and contract relationship, with good experience of inbound and outbound sales channels and strategy. You will need the gravitas and influence to work within a large complex business to achieve an uplift in performance and people engagement.

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.

Digital Analyst

Job Ref: DJPF1294
Job Title: Digital Analyst
Location South West
Salary: Up to £400 per day
Employment Type: Contract – 6 Months minimum

My client is looking for a Digital Analyst to support their Business Intelligence team expansion. You will design and implement dashboards to work across the whole organisation and have the opportunity to become the creator and storyteller of real actionable insight that provokes key stakeholders’ engagement and shapes the direction of the organisation.

Some of the Responsibilities include:
• Responsible for the Creating, Reporting and Evolving the suite of monthly digital performance indicators
• Be responsible for presenting digital customer experience insights to stakeholders
• Work across all direct channels and support wider data analysis
• Tracking and reporting on digital activity effectiveness

If you are interested to apply:
• Solid MySQL/SQL Server skills
• Good knowledge of Google Analytics (GA)
• Power BI visualisation experience
• Advanced Excel skills
• Confident communicator who can make recommendations and has the ability to tailor insight depth to tell a compelling story.
• Ability to deal with key stakeholders within the business

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 Data and Insight

Job Ref: DJEM1030
Job Title: Head of Data and Insight
Location: London
Salary: up to £80,000
Employment Type: Permanent

This is an excellent opportunity for a hybrid candidate to join an exciting organisation based in West London. You will be working with SQL and have experience using Python to manipulate data and draw insights through statistical or machine learning analyses.

Responsibilities include:
• Experience taking commercial issues and using data to deliver insight
• Converting insight into actions
• Experience using data to identify opportunities
• Monitoring web performance
• Improving site performance

Experience required:
• Experience working within a commercial business
• Analysing website traffic
• Advanced SQL
• Python
• Basic A/B test analysis experience
• Ability to analyse data
• Converting data anomalies into opportunities
• Ability to articulate findings to various stakeholders within the business

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.

CRM Manager

Job Ref: DJEM1029
Job Title: CRM Manager
Location: Midlands
Salary: up to £60,000
Employment Type: Permanent

This is an excellent opportunity for an experienced CRM Manager to join a market-leading organisation based in the Midlands. They are looking for someone to provide strategic direction by developing and managing the CRM strategy to deliver growth.

Responsibilities include:
• Implementation and development of the CRM strategy
• Delivering retention and growth in line with the marketing and communication strategy
• Executing, devising and managing customer and data led CRM programmes
• Developing CRM reporting and analysis to help improve performance
• Leading optimisation of the Customer CRM strategy plan
• Leveraging new technologies to drive engagement and enhance value
• Implementation of loyalty programmes
• Management of customer lifecycles
• Delivering CRM campaigns across both customer and patient journey

Experience required:
• Experience creating, implementing and delivering multi-channel CRM strategies
• Experience working with large data sets
• Experience with Microsoft Dynamics highly desirable
• Strong influencing skills
• 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.

Head of Operations/Head of Customer Service

Job Ref: DJKG1306
Job Title: Head of Operations/Head of Customer Service
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £70k to £75k
Employment Type: Permanent -Monday to Saturday (37.5 hours a week)

Are you an experienced Head of Customer Service or Head of Operations that has experience in taking a department through growth, culture and technology change ensuring an outstanding customer service is delivered?

This role will report into the Operations Director and support them in a 5-year plan that the business are working through. Your direct reports will be Customer Service/Operation Managers.

• Manage and develop recruitment process within the contact centre – looking at ways to improve retention of entrants.
• You will need experience in working with international and external stakeholders to support the technology improvement within the organisation
• Look at the overall process, procedures and workforce planning of the department
• Support the organisation through a huge digital transformation

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They want an experienced Head of Operations or Head of Customer Service that has dealt with fast growth and transformation and understands the “Growing Pains” that may occur and can be a strong influencer to the team and the wider organisation.

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.