Head of Customer Service / Customer Service Manager

Job Ref: DJKG1290
Job Title: Head of Customer Service / Customer Service Manager
Location: Warwickshire (with travel to with travel to London and Swindon
Salary: £50k to £60k (car allowance of £4500)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Head of Customer Service or experienced Customer Service Manager to join a well-established logistics and distribution company who are going through significant transformation.

This role reports to the Director of Customer, with the focus around development and delivery of their ongoing Customer Service Strategy.
As the Head of Customer Service or Customer Service Manager some of your responsibilities with be:
• Create a vision and strategy across multiple customer service centres
• Be accountable for the proactive engagement of the SME clients, reducing churn and attrition
• Monitor KPI’s to ensure customer expectations are met
• Improve quality levels across various sites
• Work closely with the Director of Customer through the transformation strategy

This position would suit a Customer Service Manager who is looking for a step-up or a Head of Customer Service that has recently moved into this post or has been seconded to this position. You will need to have managed multiple sites with approximately 100fte and be able to travel to sites in the South West, London and Scotland.

To apply for this position please forward a copy of your CV to us. 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.

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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.

IT Support Administrator

Job Ref: DJEM1012a
Job Title: IT Support Administrator
Location: Newcastle-under-Lyme
Salary: up to £35,000 plus Bonus & Benefits
Employment Type: Permanent

This is an excellent opportunity for an experience Systems Support Administrator to join a brand-new team within the Customer Operations function based in Newcastle-under-Lyme. They are looking for someone who comes from a technical background who can support and maintain the tools that support their Customer Support teams.

Responsibilities include:
• Evaluating, designing, configuring, delivering, and maintaining the tool that support for team
• Keep up to date and function as the Subject Matter Expert (SME) on tools, integrations and delivery – your focus will be on improving the support experience for the advisors and players
• Troubleshooting existing workflows, integrations and other channels

Experience required:
• Strong troubleshooting and analytical skills
• Experience with Zendesk and Oracle is desirable
• Come from a technical background that has provided support to a function previously
• Previous experience with CTI and API integrations

Overall, if you are a driven to help teams succeed, possess strong troubleshooting and analytical skills, and have the ability to dive deep into a new product and learn it inside out, please get in touch to discuss the opportunity further.

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.