Head of Customer Service Operations – 6 month FTC

Job Ref: DJHB1032
Role: Head of Customer Service Operations – 6 month FTC
Location: London
Salary: up to £100,000 per annum plus benefits
Job Type: 6 month FTC

An exciting opportunity has arisen for an Interim Head of Customer Service to join an established organisation.
Reporting to the Customer Services Director, you will be responsible for the delivery and performance of the customer service operation for the business and will be required to lead and drive the operational customer service strategy for the organisation of around 100FTE.

Working within a dynamic team, you will be responsible for:
• Taking ownership of the delivery on the customer service department with a particular focus on the development of the people and scale up process.
• Delivering and implementing the operational strategy for the consistent performance of the customer service team.
• Developing the internal customer service team to create future leaders and a strong succession plan within the business.
• Driving an evolving culture to continually improve processes and procedures to benefit the customer journey.

You will ideally be:
• Experienced in managing a team at Head of level, reporting directly into board level.
• Able to demonstrate the ability to lead a department to continually improve through the development of a changing environment experiencing continual growth.
• Able to lead and mentor Senior leaders to achieve.
• Experience within a scale up business would be a huge advantage.

This is an exciting Senior level position within an established organisation who are driving change, positive culture and development of the team internally. You will be required to manage teams onsite and will be the inspirational leader within this growing brand.

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.

Head of Resource Planning

Job Ref: DJPF1284
Job Title: Head of Resource Planning
Location Cardiff, Wales
Salary: Up to £60,000 + Benefits
Employment Type: Permanent

We are currently recruiting for a Head of Resource Planning for an exciting brand based in Cardiff. 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:

• Accountable leader with strong customer focus.
• Experience managing teams in a large 24/7 contact centre environment.
• Ability to train teams and adapt to training styles.
• Ability to adapt to, and lead teams through change.
• Excellent written and verbal communication skills.
• Ability to balance workload and schedules with multiple priorities.
• A good knowledge of Contact Centre technologies.
• Expert knowledge of Contact Centric metrics and their calculation.
• Expert knowledge of Workforce Management software and its application in the Contact Centre.
• Expert Excel skills (able to create macros, use VBA, create pivot tables and apply common excel functions
• Expert modelling skills in forecasting volume and work-load requirements.
• Strong interpersonal 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.

Solutions Architect (Contact Centre Solutions)

Job Ref: DJMA1824
Job Title: Solutions Architect (Contact Centre Solutions)
Location: UK Home Based.
Salary: £65-70k base
Job Type: Permanent

Bridging the gap between engineering and sales, the solutions architect is a critical position within the development of this ambitious software provider, that prides itself on the quality of their execution.

Managing the Technical Q&A with customers and prospects, the Solutions Architect will take the lead on strategy and architecture of the solution, scenario planning, design and workflow planning,
ensuring a successful deployment and customisation

The Solutions Architect will support the Pre and Post-Sales Support teams across the cloud platform for both their channel partners and enterprise clients.

You will need the ability and gravitas to work with a top-class engineering team and take a customer success approach and thinking to deliver a high-quality flawless execution.

This role will have a requirement to travel across the UK and internationally (3-4 times a month)

Previous experience of solutions architecture in a Contact Centre and or Unified Communications, Telephony/PBS environment 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, 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 Quality Assurance Manager – Compliance Manager – Quality Assurance

Ref: DJJM1241
Role: Contact Centre Quality Assurance Manager – Compliance Manager – Quality Assurance
Manager
Location: Cardiff – Wales
Salary: Up to £60k 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 an experienced Quality Assurance Manager to lead their function across all contact centre operations 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 feedback and support to both new starters and upskilling existing staff.

The aim of the role of is to provide a management support function for the contact centre to remain compliant with regulation and to offer best practise support through means of coaching and development. You will create and deliver quality assurance framework across the contact centre, report data and analysis effectively to stakeholders giving recommendations for improvements and work closely with the managers and their colleagues to identify gaps in knowledge and responding with coaching support. The ideal candidate will have the ability to think outside of the box and be able to regularly review and improve and update process and policy issues, The role will include handling administration, for example: completion of management duty rota.

The successful candidate will have:
• At least 12 months Quality Assurance 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.

Head of Customer Service Operations

Job Ref: DJHB1028
Job Role: Head of Customer Service Operations
Location: Glasgow, Scotland
Salary: £60,000 – £75,000 per annum + bonus and benefits
Job Type: Permanent

An exciting opportunity has arisen for a Head of Customer Service to join an established organisation.
Reporting to the COO, you will be responsible for the delivery of two customer service sites for the business and will be required to lead and drive the operational customer service strategy for the organisation.

Working within a dynamic team of operational leaders, you will be responsible for:
• Taking ownership of the delivery on the customer service department within a multisite operation.
• Delivering and implementing the operational strategy for the consistent performance of the customer service team.
• Developing the internal customer service team to create future leaders and a strong succession plan within the business.
• Driving an evolving culture to continually improve processes and procedures to benefit the customer journey.

You will ideally be:
• Experienced in managing a team at Head of level, reporting directly into board level.
• Able to demonstrate the ability to lead a department to continually improve through the development of a changing environment experiencing continual growth.
• Able to lead and mentor Senior leaders to achieve.
• Experience within the Utilities sector would be a huge advantage.

This is an exciting Senior level position within an established organisation who are driving change, positive culture and development of the team internally. You will be required to manage teams both onsite and remotely and some travel will be required from time to time to other sites within the 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 any discussions or offer any assistance regarding sponsorship.

Director of Operations (Asset Management & Repairs)

Job Ref: DJHC4293
Job Title: Director of Operations (Asset Management & Repairs)
Location: South East / South Coast
Salary: Up to £120k salary + bonus + benefits
Employment Type: Permanent

I am looking for a commercial and customer centric Director of Operations, to take ownership of the repairs, major works, and Asset Management teams.

This is a commercial and customer focused role, with an innovative and forward-thinking organisation in the Housing Sector.

Responsibilities:
• Responsible for the development and delivery of the organisations Business Plans, leading operations across Asset Management, large scale works and repairs
• Take total ownership of the Profit & Loss for the function
• Focus on effective asset management ensuring profitability and delivery of budget
• Effective leadership and development of the teams to deliver quality services within budget
• Maintain and develop a range of strategic and operational relationships internally and externally in support of mutually beneficial approaches to business plans and growth
• Target portfolio growth through effective and efficient Asset Management
• Provide professional leadership at all levels, role modelling company behaviours and values
• Identify the needs of the customers, with regards to safety, paying particular attention to vulnerable customers, keeping the property portfolio exceptionally well maintained in line with business standards

Key behaviours:
• Demonstrable experience of successful Asset Management in either social housing or a similar industry
• Experience of managing property repairs at a strategic level
• High level of commercial acumen
• Self-starter, resilient, focused, a real achiever of results (customer & commercial)
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo
• Energetic & enthusiastic

If you are interested in applying for this position, you will need to have a proven track record of improving commercial and operational delivery in social housing or related industries.

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: DJJM1239
Job Title: Head of Operations / Contact Centre Manager
Job Location: London / Middlesbrough
Salary: Up to £70,000 + bens (PRO RATA)
Employment Type: 6 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 Sales

Job Ref: DJHB1024
Job Role: Head of Sales
Location: North West
Salary: OTE £90,000 – £110,000
Job Type: Permanent

We are partnered with a leading organisation to source a Head of Sales for their B2B operation. Working with a great brand, market proposition and plan shaping the future of the business; this is a really exciting opportunity to be a huge part of the growth of the sales function.

Heading up a dynamic team of sales professionals, duties will include:
• Ownership of the day to day sales function and responsible for performance.
• Leading the sales operation within a corporate B2B environment.
• Working alongside the rest of the Senior leadership team to deliver the sales strategy.
• Managing key stakeholder relationships both internally, externally and with third party suppliers.
• Autonomous running of a site, reporting directly into the board.

You will ideally be:
• Experienced in the management of a B2B sales function.
• An excellent communicator and agile people manager.
• Able to adapt within an evolving environment.
• Experience implementing a dialler system would be a great advantage, however this is not essential.

The role may require you to travel across multiple sites across the UK, you will therefore be required to drive.

This is an exciting opportunity for a driven individual to really make an impact within a growing 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 any discussions or offer any assistance regarding sponsorship.

Senior Customer Service Manager

Job Ref: DJHC4290
Job Title: Senior Customer Service Manager
Location: South East (Coast)
Salary: Up to £60k Salary
Employment Type: Permanent

I am looking for an enthusiastic Customer Service Manager, who has experience of driving results for the customer across complaints and specialist functions.

This is a high impact role with an instantly recognisable organisation!

Responsibilities:
• Manage and assure the accelerated and effective resolution of high profile complaints
• Manage the complaints process ensuring appropriate actions are in place to enable resolution and compliance
• Lead and manage the delivery of litigation and enforcement activity to agreed timescales, outcomes and debt strategies
• Provide feedback and input to the customer strategy and relationship management teams to drive improvement in effective customer journeys
• Oversee the management of Key Accounts
• Lead and develop a diverse team to effectively deliver defined outcomes, build a high performing culture which strives to consistently improve effectiveness, efficiency and ways of working
• Drive effectiveness and efficiency of the team, actively reducing cost and improving outcomes
• Own the process for effective service delivery for vulnerable customers

Key behaviours:
• Enthusiastic and energetic
• Self-starter, resilient, focused, a real achiever of results
• Excellent stakeholder management skills
• Excellent influencer at all levels
• Engaging leader – able to communicate at all levels
• Excellent understanding of customer experience excellence

If you are interested in applying for this position, you will need to have a proven track record of driving performance teams in a complex 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 into any discussions or offer any assistance regarding sponsorship.