My client are going through a period of expansion at present and are looking for a number of Call Centre Supervisors and Team Managers to work a variety of part and full time shifts and rotas some of which will include some evenings and weekends across both Customer Service and Collections.

The roles will be managing a team of customer service or collections employees and you will enjoy working in a fast paced environment, you will need to be a good team leader of people who engages and develops their staff to achieve a highly focused service proposition. You will need to enjoy working with SLA’s and KPI’s with a proven record of success. In return, the company offer, excellent benefits, full support, training and development in an ever growing business.

If you would like to hear more about these roles and opportunities please get in touch. These roles will suit an individual who enjoys ‘Making a Difference’ where customer service/customer care is at the heart of what you do and who never compromises on quality and always believes and leads from the front.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

My client is looking for a Customer Insight Analyst to join their team based in Wiltshire.

As a Customer Insight Analyst you will:

• Contribute to business performance and growth through the provision of accurate reporting
• Analyse campaign results and trends in customer behaviour
• Drive actionable insight and aid brand strategies
• Provide accurate campaign data for marketing and telesales
• Effectively communicate all insights to relevant stakeholders
• Any other task as required to do so by the Customer Insight 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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Resource Planning Jobs

An opportunity to join a growing, award winning and ambitious organisation in a newly created and vital role to support the delivery of business objectives by developing, building and maintaining a range of MI reporting functions including database design and modelling, ETL transformation work, and cube and report building, providing operational MI that is accurate, timely and user-friendly, and appropriate to inform business decisions.

As the MI Analyst/Developer you will work as a key Analyst / Developer in the MI team, looking at all aspects of and setting the standards for definition, database design, ETL processing and report building.

Some of the duties include:
• Working with the business to define requirements, including identification of the various data transformations needed and the subsequent reporting needs.
• Manage the prototyping of data modelling solutions as a means of establishing proof of concept against business requirements.
• Design, build and maintain databases and reporting mechanisms that allow the timely production and delivery of accurate MI for the department within the current suite of reporting tools.
• Liaise with operational managers to identify and create the measures they need to operate their remits, providing information to support improved decision making and increased awareness.
• Design and deliver processes to support new systems or process change, ensuring measurement and reporting is consistent, and to ensure compliance with current legal, technical and regulatory requirements.
• Prepare and maintain detailed documentation for all processes to agreed standards.
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Some of the requirements for this position:
• You will need to have proven experience in, and an excellent understanding of, the use of the Microsoft BI suite of MI tools including BIDS, SSRS, SSAS and SSIS and be skilled in SQL Server Reporting Services (SSRS).
• Skilled in Designing SQL Server Analysis Services (SSAS) cubes including the creation of MDX statements for report writing
• Skilled in Oracle PL\SQL script writing for designing ETL packages
• Understand Data Warehouse Architecture and Performance Optimisation
• Experienced in using Oracle databases for report building and the use of TOAD
• Expertise in designing and developing data warehouse and business intelligence solutions using these tools, including but not limited to the design and implementation of data cubes and reports, developing database functions, stored procedures, triggers, SQL query optimization, SQL Server database tuning and backup
• Experienced in creating complex MI reports
• Able to work in a busy, fast-paced environment whilst maintaining a high degree of accuracy
• Ability to prioritise activities in response to the needs of the business and the team, and to deliver results on time.
• An excellent communicator at all levels, with proven written and presentation skills
• Able to build and maintain relationships with customers and stakeholders. A good team player, capable of training and mentoring junior Analysts

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Resource Planning Jobs

An opportunity to join a growing, award winning and ambitious organisation in a newly created and vital role to help lead the development of Operational MI (Management Information) capabilities and manage the team responsible for the production of insight, analysis and business as usual information across front and back office contact centre operations.

This will be a high profile role within the operation and will have a high level of stakeholder interaction and negotiation and will require a candidate with a good level of MI/development experience and proven managerial experience across complex organisations.

The successful candidate will be given the opportunity to grow and develop the transformation of MI/BI and Data change.

Some of the responsibilities for the role will include:
• Manage a team of up to 15 experts and MI analysts.
• Responsible for defining design standards for Operational MI content
• Responsible for implementing Management Information / Business Intelligence / Analytics strategy agreed by the Operations Executive management team.
• Responsible for delivery of all MI deliverables to budget whilst continuously driving efficiencies to lower the cost of reporting.

If you are interested in applying for this role you will need to have proven experience in MI/BI Data Warehousing with hands-on experience of full delivery lifecycle, including requirements elicitation, work package definition, estimating, build with IT teams and appropriate quality models to support data initiatives.

Experience and knowledge of some of the following languages and technologies will be required:

• Knowledge of Data modelling and Data Warehousing techniques
• Experience of Oracle toolsets (OWB, ODIEE, PL/SQL)
• Experience of Microsoft toolsets (SSIS, SSAS, SSRS, SQLServer)

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Resource Planning Jobs

This is newly created and exciting position to join an organisation who are looking to create a multi-channel customer contact strategy and need to recruit a Customer Service Manager to take ownership, design implement and lead the Customer Care Strategy. You will develop and build the concept of the multi channel contact centre, recruiting and training your team and managing a continuously improving fully integrated operation, which adds real value across the business and delivers exceptional customer interaction as well as improving sales performance across the team.

Some of the responsibilities include
• To help build and develop a multichannel customer contact strategy and centre which will provide exceptional customer service and guidance to customers.
• Ensure the team are trained and developed and engaged at all times and monitored on a regular basis.
• Develop a sales team and strategy which will deliver enhanced sales and business opportunities.
• Designing and implementing a customer service measurement system.
• Ensuring complaints are dealt with in a timely manner and deliver a robust complaint analysis function to help drive out root cause.
• Oversee and develop strategies in conjunction with the Marketing team based upon customer insight and demand.
• Regular meetings with internal management and stakeholders to identify and discuss improvements to customer service.
• Ensure that all members of the Customer Service Centre communicate courteously with customers across all communications channels, email, telephone, face to face and online.
• Analysing and providing reports on levels of service, product delivery, complaints etc.
• Maintain an awareness of best in class customer service initiatives and where applicable, develop a continuously improved customer contact centre, testing and implementing any concepts or ideas that are deemed appropriate.
• Lead and Supervise the Customer Service Centre team on a day to day basis, conducting briefings and meetings etc as required.

If you are a strong communicator and leader of people within the Customer Contact industry, who enjoys creating processes and procedures and has a proven track record developing successful teams, dealing with customers and finding resolutions then this could be the role for you.
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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.

Due to the high level of applications we receive, if you have not been contacted by a consultant within 10 days of your application then I am afraid that we will not be progressing your application to the next stage for this role.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

My client are going through a period of expansion at present and are looking for Supervisors and Team Managers to work various shift patterns to include some evenings and weekends in both Customer Service and Collections. You will need to have run teams, enjoy working in a fast paced environment and be a good team leader who engages and develops their staff to achieve. You will need to enjoy working with SLA’s and KPI’s with a proven record of success. In return, the Company Offer, excellent Benefits, Full Support and Development Training in an ever growing business.

If you would like to hear more about these types of opportunities within the Call Centre World please get in touch. This will suit an individual who enjoys ‘Making a Difference’ where customer service/care is their passion and who never compromises on quality and always believes and Leads from the front.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

Reporting to the Operations Director, this is a business critical role, within a vibrant, growing organisation, operating within the services sector. The successful post-holder will carry responsibility for assisting in the design and delivery of a successful customer contact strategy and for the day-to-day management contact centre operations.

Specific responsibilities will include:-

• To design and execute a CRM program through the service channel to achieve customer growth and retention targets
• To develop and implement change initiatives designed to ensure alignment with corporate objectives and enhance customer contact strategy
• To provide visible and effective leadership to the customer service centre operation, ensuring high performance and customer focus at all times
• To pro-actively develop calls scripts and working processes to support strategic and tactical enhancements to contact strategy
• To drive continuous improvement through robust performance management and the provision of a supportive training regime
• To monitor and analyse weekly and monthly reports against KPI’s, providing commentary to the senior management team / board of directors

The ideal candidate will be able to evidence a successful track record of developing customer strategy within a customer service centre environment. Individuals with a background within a fast-paced, service focused organisation 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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

My client is looking for a Digital Solutions Leader (Contact Centre) to put together business cases for the effective delivery of digital/ multi channel customer contact.

Working at a strategic level, internally and with global organisations, you will become one of the organisations digital experts.

Some responsibilities are to include:

- Integration of effective customer experience solutions across the multi channel with a bias towards digital
- To be a digital expert and strategise best in class digital based customer contact solutions
- Advise on best practise for delivering customer service excellence via the multi channel
- Work with a team of analysts in order to identify and build effective digital and multi channel customer contact strategies in favour of providing a best in class customer experience
- Understand the types of buyer for digital based customer service proposition and the main drivers towards developing the digital channel
- Manage the delivery of multi channel customer contact solutions through inspiring cross functional teams
- Understand when and how webchat, social media communication, e-mail, SMS works best for the customer and the impact that this has within the contact centre
- Communicate best in class digital solutions to clients and potential clients via public speaking and business conferences
- Provide a best in class and consultative client service, and then have the ability to deliver in a demanding and challenging environment
- Work cross functionally within complex organisations being able to influence at all levels

Attributes:

- You will need a proven track record of high impact success in a consultative and complex environment
- Ability to interpret data and map customer experience journeys across the digital and multi channel
- Project Management experience
- An exceptional level of interpersonal skills in order to influence internal and external stakeholders to drive business outcomes
- Be a very credible client services manager, understanding and being sympathetic to the client’s needs, with the end users customer experience at the heart of your activity
- Customer centric
- Entrepreneurial and creative nature
- High sense of urgency and self starting attitude
- Analytical nature

If you would like to be considered for this role you will need substantial digital and multi channel customer contact experience within or for a well renowned organisation in the customer experience space.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

My Client is an award winning business looking for a Senior Analyst for the operational side of the business. This position will suit an individual who enjoys problem solving through data analytics and enjoys a fast paced environment where excellence is a part of daily routine. You will need to have high standards of accuracy coupled with above average organisational skills and be able to prioritise work loads in an ever moving environment. You will need to be used to working with key stakeholders of the business making performance improvements via in depth analysis and key reporting performances. You will need to be a highly motivated leader who enjoys mentoring and developing people to achieve.

Responsibilities

? Responsible for the delivery of analysis including forecasting and resource modelling.
? Build, maintain and enhance contact centre and distribution centre analysis that accurately reflect both demand and supply against staffing and forecasting assumptions.
? Influence business performance through provision of tools to improve short and long term decision making.
? Build, maintain and develop demand impact models using complex mathematical and statistical techniques.
? Develop and maintain databases and reporting using MS Access, SQL servers and Oracle data warehouse.
? Seek additional information and work alongside other departments to enhance analytical findings.
? Maintain an awareness of performance within the Operations, Planning and Merchandising departments to ensure forecasting and resource results are visible.
? Develop and implement performance analytics reporting to influence long and short term decision making within both operational and commercial planning teams.
? Influence staffing team decision making by analysing the staffing targets and testing within simulation.
? Influence the teams decision making with real time reporting and tool development

This role will suit an individual who enjoys working with lots of data with excellent computer knowledge educated to degree level would be a distinct 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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

My Client is looking for an Outstanding Operations/Customer Service Manager with setup and implementation experience who enjoys the creation strategy/success of a new centre. You will be responsible for the recruitment, training and performance of the team writing and producing procedures and processes, in order for the smooth operation of the new site. This will be a fast paced environment with responsibility for SLA’s KPI achievement through engagement training and development of the teams working to set budgets. Previous experience of working and managing stakeholders would be desirable. This role will suit an individual who has a flexible approach with a ‘can do’ attitude.

Responsibilities:
• Input into all operational and relevant quality information and documentation for the business
• Ensure agreed business efficiencies are delivered in all areas of the set-up operation to timescales and within budget.
• Achieve set targets SLA’s and KPI’S within agreed budget plans
• Constantly review processes and procedures to ensure constant growth
• Planning and Capacity management mindful of operational costs at all times ensuring headcount and capacity are always at the right performance levels.
• Recruitment, Engagement, and Training Development of Staff by Review, Coaching etc.
• Regular reporting to Clients/Stakeholders and operational managers in relation to business growth and development.
• MI reporting to the management/stakeholder team
• Ensure staff are managed against quality standards at all times

You will need to have experience of working with Key Clients in a Collections environment, leading and supporting medium sized teams to achieve set goals.
This will suit an individual who is highly motivated and has a proven track record of success both on an operational and strategic level.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Customer Experience Jobs, Resource Planning Jobs.