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.

Customer Service Manager/Operations Manager

Job Ref: DJKG1307
Job Title: Customer Service Manager/Operations Manager
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £44k
Employment Type: Permanent -Monday to Saturday (37.5 hours a week)

I am looking for a strong Customer Service Manager or Operations Manager for an organisation that is expanding their operation through people, growth, technologies and culture.

You will ensure the effective day to day management of workloads, performance and targets as well as ensuring a quality customer service. You will be part of a team of Operations Managers and report to the Head of Operations.

• Lead the operations complaint processing and reporting in accordance to the business standards
• Contribute to the departments’ operating plan process, business objectives and initiatives
• Work closely with the L&D manager to identify and support the development needs of the team
• Ensure all customers received the highest level of customer experience
• Manage, lead and support the Team Leaders

This is a fast-paced customer focused role that is in the process of major growth and transformation. They are looking for someone who is an experienced customer service or operations manager that has worked within an agile environment. This role would suit someone that has worked in that contact centre setting – automotive knowledge is 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.

Training Team Manager

Job Ref: DJKG1312
Job Title: Training Team Manager
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £35k to £37k
Permanent: Monday to Saturday (37.5 hours a week)

I am looking for experienced Training Team Manager to develop the capabilities of staff within this operation to ensure a sustainable and successful organisation.

You will support Trainers within your team and report into the Learning and Development Manager.

• Design and deliver new entrant training for all staff
• Create training resources and written briefing to provide efficient training methods
• Measure the success of training provided by learning and development
• Measure the success of coaching provided by the team
• Work with other operational staff to ensure any project or procedural changes are trained and communicated with the staff
• Work with the Quality and Coaching Team manager to ensure all training reflect the behaviours outlined by the coaching framework

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They are looking for someone that has experience in designing and delivering learning and development solutions within a customer service/contact centre setting and has experience in managing a team.

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.

Quality Team Manager

Job Ref: DJKG1309
Job Title: Quality Team Manager
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £35k to £37k
Permanent: Monday to Saturday (37.5 hours a week)

I am looking for an experienced Quality/Coach/Learning and Development Team Manager to support my client through culture changes and engage staff in a continuous learning journey in order to offer first-class customer service.

You will support the Quality and Learning and Development Executive and report into the Learning and Development Manager.

• Work with the Training Team Manager to ensure all training and behaviour are within the quality and coaching framework
• Complete spot checks on quality reviews conducted by the team
• Complete target quality reviews
• Measure the success of coaching provided by the team
• Report on the ROI for all coaching activities

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They are looking for an excellent communicator on all levels that can handle complex workload and prioritise changes at short notice. Knowledge of “GROW” coaching model is 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.

Trainer

Job Ref: DJKG1311
Job Title: Trainer
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £27k to £30k
Permanent: Monday to Saturday (37.5 hours a week)

I am looking for experienced Trainer/Learning and Development Trainer that can design, development and deliver all new entrants that start the academy.

You will work closely with the Quality and Coach Team Leader to ensure culture and employee engagement and a continuous learning journey is promoted within the business.

• Design and deliver core customer service training as well as technical skills training of the staff
• Work with HR to identify external training to support the staff such as resilience, mental health and well-being
• Maintain individual learning contracts for all new recruits
• Create training resources and written briefing to provide efficient and effective learning methods

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They are looking for someone that has experience in designing, developing and delivering learning and development solutions with a customer setting, along with coaching in a contact centre/customer service environment. Experience working with vulnerable customer groups is 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.

Learning and Development Coach

Job Ref: DJKG1310
Job Title: Learning and Development Coach/Quality Lead (within a Customer/Contact Centre)
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £27k to £30k
Permanent: Monday to Saturday (37.5 hours a week)

I am looking for experienced Learning and Development Coach or Quality Lead that can develop capabilities, skills and competencies for this growing organisation.

You will work closely with the Quality and Coach Team Leader to ensure culture and employee engagement and a continuous learning journey is promoted within the business.

• Complete sample calls and quality reviews
• Complete weekly quality assessments for new recruits during their training period
• Offer regular 121s and dedicate coach support
• Coach and support the academy staff

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They are looking for someone that has knowledge of the “GROW” Coaching model and has designed and delivered learning and development solutions within a customer service department

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.

Team Manager or Team Leader (Customer service or Contact Centre)

Job Ref: DJKG1308
Job Title: Team Manager or Team Leader (Customer service or Contact Centre)
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £30k to £37k
Employment Type: Permanent -Monday to Saturday (37.5 hours a week)

I am looking for a strong Team Manager or Team Leader for an organisation that is expanding their operation through people, growth, technologies and culture.

This is a pivotal role within this organisation. The main remit for this role is guide the team through the growing pains of change, they are looking for someone that can provide solutions and development. You will manage a team of approx. 12 case workers.

• Manage and develop case workers and identify any training or quality issues
• Engage and consult with internal and external colleagues and help to improve efficiencies
• Be a role model of the client’s behaviours and reinforce applications for their operating principals
• Experience in dealing with escalations

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They are looking for someone that can offer solutions and can develop the team of case workers to meet business objectives whilst ensuring an outstanding customer and employee experience

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.