Customer Service Manager (inbound)

Ref: DJKG1201
Job Title: Customer Service Manager (inbound)
Location: London
Salary £37k to £40k plus bonus

An exciting new position has become available for Customer Services Manager. You will have 2 direct reports, who in turn will manage a team of 15 to 20 inbound customer service agents.

The Role
This role will focus on B2C customers and the main remit is to grow and develop this bilingual and trilingual department. You will be a visual contact with internal and external stakeholders and lead and develop the Team Managers.

• Full responsibility of the client reporting, P&L management and leadership and management of Team Managers
• Cross functional collaboration with other departments and teams
• Regular meetings with internal and external stakeholders
• Working with the departments KPI’s and SLA’s
• Ensuring the development, training and coaching of Team Managers and the inbound team

The Candidate
I am looking for someone that has previous experience in managing a B2C inbound contact centre. Someone that is used managing a department that can be dealing with sensitive issues, queries or complaints, so empathy is essential. You must have a proven track record in performance and achieving targets with exceptional leadership and organisational 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 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 Customer Acquisition

Job Ref: DJKG1197
Job Title Head of Customer Acquisition
Salary: £60k to £65k (plus benefits)
Location: Chester

We have a great opportunity to work with a well-established and UK leading travel company, that has won various travel awards, with their growth is going from strength from strength.

The role
The main remit of this role is to identify best practise throughout the business and to grow the customer bookings through performance media channels. You will report directly to the Chief Marketing Officer and manage a small team.

Some of the duties will include:
• Taking full ownership of the media budget, spend and ROI
• Implement and manage the paid media strategy including paid search and paid social
• Keep up to date om emerging trends and industry best practise
• Managing a team of PPC specialist and analysts including day to day leadership and managing and training and development
• Working with B2B and B2C content
• Working with the marketing function and other departments to exploit synergies

The Candidate
Ideally, they are looking for someone that comes from the travel industry. Experience with performance media platforms is essential such as SEM, Google Analytics, Adwords, DSP’s, Remarketing and Facebook. Experience of working on PPC accounts along with hands on experience inn growing and optimising large scale paid search portfolios. They want someone that can drive innovation and change within this fast-paced 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 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 Customer Service

Job Ref: DJMA1733
Job Title: Head of Customer Service
Location: South East – (North London and Hertfordshire, Buckinghamshire, Berkshire commutable areas
Salary: £60-70k base 20% bonus and bens.

This is a fantastic opportunity for a proven contact centre/customer service leader who will helping this fast growing and early stage development company to realise it’s goal of delivering industry leading, (potentially award winning) customer experience across both a traditional and online/ecommerce business proposition.

You will take responsibility for a small but growing team serving both a B2B and B2C customer base. Managing the entire lifecycle from welcome and on-boarding, through delivery, then maintaining contact for repeat purchase and other opportunities.

Working with the senior and executive leadership team, you will be the go to contact within customer experience and bring the voice of the customer to your colleagues so they can develop future strategies which will deliver developments in communication channels, self-serve, live chat, CRM, engagement and retention activities.

Some of the duties and responsibilities will include:

Fully responsible for P&L across customer service, the role will deliver and exceed agreed sales through a detailed operational business plan.

Identify key trends and market opportunities to develop a best in class proposition.

Be responsible for continuous improvement of employees through training, coaching and development activities.

Define and develop business unit performance for quality, sales and service delivery.

Work collaboratively to engage and influence senior colleagues across the business.

If you are interested in applying for this position you will have a real passion for the delivery of a great customer service, you will be a self-starter and have the ideas and commercial acumen to develop and present opportunities for investment, improvements, new strategies and drive these approved changes to achieve set goals.

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, 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.