MI Analyst

Job Ref: DJEM1019
Job Title: MI Analyst
Location Peterborough
Salary: £28,500 – £35,500
Employment Type: Permanent

This is an excellent opportunity for an experienced MI Analyst to be responsible for developing Management Information across the business and to cover a range of different MI activities.
The role will include defining the required scope of reports with key stakeholders, extracting data from the system and transforming it into information as well as ensuring the information is provided and communicated in a useful and accessible manner to the MI audience.

Responsibilities include:
• Developing Management Information reports and dashboards
• Gathering management information requirements, design solutions and work with stakeholders on their delivery
• Assist in the development of MI reporting solutions and data structure
• Delivery against the MI Strategy

Experience required:
• SQL
• Advanced Excel
• Ability to gather, collate and define MI requirements
• Deliver MI Solutions
• Knowledge of reporting technologies

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.

Management Information Manager / Reporting Manager – 9 month FTC

Job Ref: DJPF1281
Job Title: Management Information Manager / Reporting Manager – 9 month FTC
Location Birmingham, West Midlands
Salary: Up to £55,000 + Benefits
Employment Type: Fixed Term Contract

My client is looking for a MI Manager who will be responsible for proactively supporting the successful delivery of Management Information (MI) requirements to ensure business objectives are met.

You will manage and motivate a team of MI Analysts, aiming to maximise operational effectiveness service levels by ensuring that policies, procedures and documentation are professionally and efficiently administered.

As the MI Manager will also ensure that all individuals within the team are fully aware of the businesses aims and objectives, providing relevant and timely updates where appropriate on all aspects of business/market change. You will support the organisation in improving customer satisfaction and will use Insight and analytics to identify the underlying causes of customer dissatisfaction.

Some of the Responsibilities include:

• Focus on business objectives and have a full understanding of how the production of insightful data can assist in the achievement of service levels in order to improve customer satisfaction and reduce customer complaints / escalations.
• Be responsible for human-resource-related management and decision-making including the development of direct reports through personal accountability and effective performance management by use of, but not limited to, objective setting, 1-2-1 meetings and appraisals, recruitment and selection, coaching, absence and disciplinary management.
• Ensure all defined processes and reporting requirements are followed personally and by their team members.
• Through effective stakeholder management understand the business requirements and manage the team to deliver on these.
• Support the Support Services Director in managing the impact of all internal and customer-driven change and initiatives, ensuring that system and process change is understood and that the impact on resource levels is planned.
• Maintain strong communication links with and provide assistance to stakeholders.

If you are interested to apply:

• You will have an understanding of the operational expectations of a Management Information team
• Some knowledge of the capability of MI reporting tools such as MS SQL Server Reporting Services (SSRS), MS SQL Server Analysis Services (SSAS), MS Office (Excel, PowerPivot, PowerBI) and Qlikview
• Experience with managing HR processes.
• Demonstrable planning, leadership, motivational and organisational skills..
• The ability to present technical and complex information
• Proven track record of building and developing teams.
• Ablility to develop and deliver presentations to direct reports and stakeholders.
• Strong analytical skills – familiar with MS Office, particularly Excel/Word and PowerPoint.

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 Resource Planning

Job Ref: DJPF1280
Job Title: Head of Resource Planning
Location Swindon, South West
Salary: Up to £85,000 + Car allowance + Excellent Bonus + Benefits
Employment Type: Permanent

We are currently recruiting for a Head of Resource Planning for an exciting brand based in Swindon. You will manage and motivate a team of Planning Specialists within a contact centre environment.

Some of the Responsibilities include:

• Managing operational resource planning and scheduling for all areas of the business including contact centres, back office functions, billing and collections and complaints teams with a mix of inhouse and outsourced operations. The remit will cover long term, midterm and short-term planning as well as scheduling and intraday resource management.
• Driving a culture of continuous improvement and high performance where data driven insight informs decision making through collaboration across insight, change and operational teams.
• Manage operational performance for the Customer Service Centres by coordinating resources and skills to deliver key customer Performance Metrics.
• Measure the Real Time Teams contribution to overall service performance and articulate the benefits.
• Provide insight and analysis relating to performance drivers

If you are interested to apply:

• Experience in leading large Contact Centres planning and forecasting functions
• Previous leadership and relationship management experience
• Ability to influence at all levels
• Enhancing quality and depth of operational performance data to drive insight and informed decision making across operational areas.

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 – Contact Centre Manager – Call Centre Manager (Overnight)

Job Ref: DJJM1234
Job Title: Customer Service Manager – Contact Centre Manager – Call Centre Manager (Overnight)
Location: Southampton – Bournemouth – Portsmouth
Salary: £40-50,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Service Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Customer Service Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award-winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Customer Service Manager within the overnight team, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Team Leaders to deliver a positive, engaging environment, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:
• Forecasting, daily planning and delivering great people leadership.
• Delivering strong people leadership skills in an operational environment
• Positively influence and contribute to the team culture
• Motivate, coach and develop staff in the Contact Centre
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• Drive continuous improvement ethos within the contact centre and the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Customer Service Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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.

Senior Business Information / Intelligence Analyst – 12 Month FTC

Job Ref: DJPF1279
Job Title: Senior Business Information / Intelligence Analyst – 12 Month FTC
Location: London
Salary: Up to £56,000 + Benefits
Employment Type: 12 Month FTC

My client is looking for a Senior Data Advisor to support the Data Advisory Team who are responsible for acquiring and maintaining the commercial data and information sources available to the organisation. You will also be helping colleagues make the most of these sources which cover the types of third-party data and information which enable staff to do their jobs effectively. The Sources you will be working with include market data services, company data and information, news databases, legal sources, and consumer and academic research.

Some of the Responsibilities include:
• Contract management of key commercial market data services and sources
• Engaging effectively with external stakeholders and product vendors, using negotiation and communication skills to drive best value for money and meet business requirements
• Where required, working with Procurement Department to run tender exercises for data and information sources, and engaging Procurement department on all high-value renewals and acquisitions
• Managing engagement with internal stakeholders to build an understanding of their requirements to aid procurement of appropriate sources and ensuring they are exploiting existing data sources
• Carrying out intelligence gathering and research activities and managing these in response to queries from staff

If you are interested to apply:
• Proven contract and budget management experience
• Proven stakeholder management skills at all levels
• Proven analytical and investigative skills, with the ability to quickly analyse and interpret a variety of data to generate positive outcomes
• Experience of working with procurement specialists to deliver large-scale tenders and other procurement exercises from requirements gathering through to implementation
• Working experience of utilising market data, commercial, legal, and other information sources for research purposes, for example Bloomberg, Refinitiv (Eikon, ThomsonOne), Bureau van Dijk, Westlaw, and LexisLibrary
• Ability to present advice and recommendations in a clear and succinct manner that are tailored for the relevant audience, ensuring that communications are fit for purpose
• Excellent oral and written communication skills, particularly in conducting presentations and concise report writing

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

Job Ref: DJHB1025
Role: Customer Service Manager
Location: Birmingham
Salary: up to £42,000 per annum
Job Type: Permanent

A great opportunity has arisen for a Customer Service Manager to join a growing business in the Midlands.

Working as part of an evolving business, you will be required to turn your hand to a broad range of tasks on a daily basis; making every day different.

Heading up a dynamic customer service team, you will be responsible for a range of teams within a contact centre environment and will have the opportunity to make a huge impact on the business’ future.

With plans to double the size of the team in the next 12-18 months, this is a really exciting opportunity and a pivotal time to join the organisation.

Responsibilities will include:
• Driving the performance of a dynamic customer service operation.
• Mentoring, training, developing and coaching the Team Leaders within the department.
• Handling escalated and complex customer complaints and queries.
• Motivating the team members to strive and achieve success against measurables.
• Working as part of the leadership team, reporting to the Senior leadership team.
• Working in line with industry regulations, guidance and best practice with a focus on providing excellent customer service.

You will ideally:
• Be experienced in the management of a contact centre team, delivering the best customer service levels within a customer-facing environment.
• Be able to manage a team of team managers across multiple disciplines including Customer Service, Billing, Retentions, Complaints etc.
• Have worked within the utilities sector and have an excellent knowledge of the regulated sector and compliance standards which apply.

This is an exciting opportunity to be a part of an evolving call centre who are about to grow and develop their service offering to the UK market.

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.

Real-time Analyst

Job Ref: DJPF1278
Job Title: Real-time Analyst
Location: West Midlands
Salary: Up to £24,000 + Benefits
Employment Type: Permanent

My client is looking for a Real-time Analyst who will be responsible for delivering real time support for resource allocation and activities in the Contact Centre. You will prioritise demand and assign customer service advisor resource where it is needed.

Some of the Responsibilities include:
• Monitoring and analysing all contact centre real time activity including; adherence to schedules against planned activities, Agent activity, contact channel volumes and delivery.
• Accountability for real time decision making and taking appropriate action for coordination of staffing allocation and availability of call centre staff to ensure contact centre service level objectives are achieved.
• Owning the real-time communications by providing regular updates and facilitating real-time discussions. In order to maximise productivity of activity as per the resource plan.
• Managing daily activities and reallocation of staffing as per on the day customer demand and contact, shrinkages and any unforeseen circumstances.
• Working with resource planning to continuously refine and improve the planning process.

If you are interested to apply you will need:
• A proven track record and experience in a Real-time Analyst role
• Strong analytical and strategic thinker
• Ability to quantify numerical data and translate to various stakeholders
• Communication & influencing skills: must be highly credible in influencing stakeholders
• Proven verbal and written communications skills
• Organisational skills: able to prioritise and co-ordinate workloads
• MS Office
• Proven track record & experience in a Real-time analyst role
• Experience of using a telephony & WFM system – Desirable

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.

Senior Customer Experience Manager (Design, Customer Journey,Change)

Job Ref: DJKG1296
Job Title: Senior Customer Experience Manager (Design, Customer Journey, Change)
Location: Liverpool/Merseyside
Salary/OTE: £50k to £60k
Employment Type: Permanent

This is a fantastic opportunity for an experienced Senior Customer Experience Manager who has extensive experience to drive and implement new designs and experiences around customer journey mapping and continuous improvement.

This is an opportunity to join an established organisation within the hospitality sector that is undergoing business change and transformation.

This role reports into the Head of Customer Experience/Change and you will be an integral part of taking the team on a journey.

Responsibilities of the role:
• Set the strategy to improve customer experience
• Create and drive continuous improvement of the end to end experience
• Have a proven track record in implementing a customer experience strategy
• Drive forward quality assessment and reporting
• Have experience in planning, forecasting and reporting
• Have worked closely with internal and external stakeholders

If you are interested in this role you will need to be Lean Six Sigma qualified or work to that methodology as well as working with an agile approach. Experience working in Leisure, Travel, Hospitality and Retail is an advantage.

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.

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.

Programme Director

Job Ref: DJHC4282a
Job Title: Programme Director
Location: UK wide with travel
Salary: Up to £100k + car + bonus
Employment Type: Permanent

This is an opportunity for a proven senior programme executive to join an exciting well established and forward thinking business.

You must have significant experience specifically within programme management in order to be considered for this role!

Some of the duties will include:
• Delivering the turnaround of programmes of a high value of complex nature (£10m+)
• Shape new Programmes and re-shape existing ones, including setting up the programme structure, pulling in of resources and detailing skillsets required
• Direct and motivate the overall Programme team in order to deliver business outcomes to a consistently high standard, on time and within budget
• Remain commercially focused, liaising with the wider business to ensure the contractual position is always secure
• Think strategically as well as commercially for the benefit of long term client relationships
• Challenge the status quo and cope with unusual/non-standard problems and issues
• Recommend alternative options and approaches to all kinds of complex situations, presenting a ‘can do’ attitude
• Be a trusted advisor to internal and external stakeholders, having excellent coaching skills
• MSP qualifications or equivalent are essential

If you are interested to apply for this position then you will need proven experience as a senior programme executive, managing cross functional commercial and client relationships.

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.

Business Intelligence Analyst / Reporting Analyst

Job Ref: DJPF1277
Job Title: Business Intelligence Analyst / Reporting Analyst
Location Swindon, South West
Salary: Up to £30,000 + Benefits
Employment Type: Permanent

My client is looking for a Business Intelligence Analyst who will support the organisation in improving customer satisfaction. You will use Insight and analytics to identify the underlying causes of customer dissatisfaction.

Responsibilities include:
• Support in the identification of the underlying drivers of customer dissatisfaction and areas of poor quality, undertaking investigation and identifying remedial action to reduce or eliminate similar issues in the future.
• Prepare insight from analysis on complex data to identify skill gaps or broken processes & procedures with recommendations for possible fixes.
• Work with the team to drive through improvements recommended as a result of insight analysis, ensuring appropriate actions are taken to reduce customer fail-points or cost, improve process efficiency, reduce risk and ultimately improve the Customer experience and drive revenue enhancement opportunities
• Demonstrate an ability to influence peers and present findings and recommendations both formally and informally to drive action.

If you are interested to apply:
• Experience in collating information and data and delivering insight into with actionable plans.
• Strong analytical skills
• Problem solving.
• Experience of analytical applications such as Business Objects, SSRS, Power BI or similar.
• Experience of using SQL is desirable, although training will be provided.

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.