Trainer/Coach– Customer Service/Contact Centre

Job Ref: DJKG1274
Job Title: Trainer/Coach– Customer Service/Contact Centre
Location: Hammersmith, London (occasional travel to other locations)
Salary: £23k to £25k (plus outstanding holidays and benefits)
Employment Type: Permanent

A company with a truly customer centric culture is looking for a Trainer/Coach to join their customer service contact centre due to expansion. You will need to have experience working in a Customer Care environment and have been involved in the teams’ training and coaching programmes.

The Trainer/Coach will:
• Develop and maintain training materials for new starters and existing team members
• Onboard new starters providing full induction to the Company and Contact Centre Team
• Create workshops and individual training sessions
• Engage leaners at all levels a deliver training through various methods
• Liaise with management and senior staff to identify individual agents’ skills and gaps in knowledge
• Maintain and update training records.

This position would be suitable for a Team Leader/Team Manager that has been involved in team training and coaching within a customer centre/contact centre environment. They are looking for someone with energy and enthusiasm to see people develop and who are happy to travel from London to their other site in Lincolnshire on occasions.

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.

MI Analyst / Management Information Analyst

Job Ref: DJEM1006
Job Title: MI Analyst / Management Information Analyst
Location: Colchester
Salary: £25,000
Employment Type: Permanent

Working as a key member of the Operations Team you will be working alongside colleagues to deliver a range of reports and data processes to a number of key stakeholders. You will be responsible for the design, creation, improvement and updating of operational MI suites as needed.

Some of the Responsibilities include:
• Contribute to enhancing the functionality of existing reports to increase efficiency and effectiveness
• Maintenance and production of the current BAU reporting schedules
• Develop real-time, daily analytical reporting for departmental managers
• Analysis of service data to identify trends and areas for improvement
• Identify more effective methods of data management and the production of MI

If you are interested to apply you will need:

• Advanced Excel skills
• An analytical mind-set with the ability to see solutions rather than problems
• Highly numerate and IT literate
• Autonomous with ability to manage own workload to meet tight deadlines
• Good communication skills and the ability to present data in a user-friendly way to all levels of the organision.

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.

Marketing Manager

Job Ref: DJKG1273
Job Title: Marketing Manager
Location: West Sussex
Salary: £40k (pro rata)
Employment Type: 6 to 9 Month Contract

This is a fantastic opportunity to join an established and innovative business within the transport industry who have a reputation for industry leading marketing and product development.

As a Marketing Manager on this fixed term contract, some of your responsibilities will be:

• Experience in planning multi-media promotions and campaigns
• Dealing with some media enquiries
• Presenting marketing plans, preparing and controlling budgets
• Identifying target markets and new ways to engage with the customer

This role will suit someone that is available immediately and can demonstrate expertise and delivery in Digital Marketing. Experience in managing a small marketing team is important along with providing high quality, attractive services that focus on retaining and attracting customers through effective communications and promotions.

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.

Bid Manager

Job Ref: DJMA1797
Role: Bid Manager
Location: London with travel
Salary: £50-60,000 and bens
Job Type: Permanent

Opportunity for a commercially minded Bid Manager to join this global brand and business. Working within their European solutions team, a willingness to travel across Europe will be required. A second European language would be advantageous (French/German/Spanish etc). You will work with the wider bid and account management teams to support the sales process, managing the creation of compelling bids within the business development and bidding phase. Targeted to win contracts you will own the complete bid process from start to signature.

Some of the key responsibilities will include:
• Preparation and timely delivery of compelling commercial and technical responses to tender invitations or requests for proposal, with inputs from multiple internal and external subject matter experts
• Preparation of commercial packages for bids including all relevant internal and external negotiations
• Quality assurance of bids, to include commercial/contractual, technical and project delivery reviews with management stakeholders

If you are interested in applying for this role, you will be a proven bid manager, with a strong commercial acumen and experience working within a customer focussed delivery environment. Any recognised industry qualifications across bid management and proposal management would be advantageous.

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.

Resource Planning Manager

Job Ref: DJPF1251
Job Title: Resource Planning Manager
Location Yorkshire
Salary: £45,000
Employment Type: Permanent

This is an excellent role for an experienced Resource Planning Manager to join an award-winning brand. Reporting directly into the Head of Resource Planning you will be responsible for effective planning and management of all customer facing teams to meet service expectations.

Some of the Responsibilities include:

• Leading, coaching and developing the Resource Planning Team for a multi-site operation
• Planning and real-time adherence of the operational departments
• Maintains joint accountability with the operation for SLAs and other key performance indicators
• Adheres to business operating plans and targets
• Understands and supports high level strategic plans
• Leads the Resource and Planning team to deliver amazing customer service through all channels at all times whilst achieving department measures
• Builds strong and effective working relationships across the business.
If you are interested to apply:

• Proven planning and analytical skills
• Good working knowledge of workforce management tools and telephony infrastructure
• Ability to build capacity plans and resource models
• Excellent understand of supply vs demand and the actions required to optimise the resource available
• Ability to plan and prioritise work appropriately considering importance, urgency, customer and business impact.
• Excellent understanding of and experience of operating in a contact centre environment
• Logical and methodical approach
• Ability to collaborate with other business areas and strong stakeholder management. Evidence of building and sustaining productive and collaborative relationships
• Demonstrate flexibility to business needs
• Experience/ability to embrace and drive change and innovation within the team
• Proven leadership ability and evidence of motivating, leading, developing and inspiring others
• Excellent communicator, both written and verbal with excellent interpersonal skills
• Sound judgement, decision making and problem solving abilities
• PC literate with Excel at an advanced 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 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.

Resource Planning Specialist

Job Ref: DJPF1250
Job Title: Resource Planning Specialist
Location Yorkshire
Salary: £55,000+ 10% Car allowance
Employment Type: Permanent

This is an excellent role for an experienced Resource Planning Specialist who will report directly into the Resource Planning Director. You will be responsible for producing optimal and innovative resourcing models.

Some of the Responsibilities include:

• Creating & Documenting planning models.
• Creating innovative resourcing solutions and gaining business buy in to offer the right service at the optimum commercial output.
• Support the transition of new business wins to the BAU planning teams.
• Be a planning expert to stakeholders
• Design new resourcing solutions
• Work with existing planning team to challenge any current working practices and thinking
• Present solutions to the business for sign off and be challenged by senior managers and directors.
• Managing test and learn activity for planning led innovation initiatives.

If you are interested to apply:
• Comprehensive understanding of planning in a contact centre environment.
• Excellent communication skills.
• Experience of implementing new tools and processes into an existing environment.
• Ability to work at all levels with experience of managing senior stakeholders.
• Knowledge and understanding of benefits and limitations of planning specific software
• Advanced Excel level knowledge
• Strong analytical skills
• Ability to propose creative solutions rather than tried and tested methods
• Knowledge and application of planning theories and forecasting methods

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.

Implementation Consultant (Contact Centre Technology)

Job Ref: DJPF1249
Role: Implementation Consultant (Contact Centre Technology)
Location: South East with UK Travel
Salary: £37,000
Job type: Permanent

This is an exciting role for someone who has a passion for Contact Centre Technology and wants to work for one of the fastest growing Technology organisations in the UK. The successful candidate will deliver outstanding client solutions. Your role will include scoping client requirements, uncovering what customer experience problems need solving, and managing multiple project delivery with the added opportunity of global travel. You will also provide solution implementation services, integration development, training, and associated consulting.

What will I be doing?

• Create, review and manage project direction, approach and key deliverables
• Lead and direct the project implementation activities
• Perform remote and on-site application configuration and support
• Identify and pro-actively manage key risk areas.
• Perform application discoveries, solution design, and product configuration to customer specific requirements.
• Train customers in the use of product.
• Performance of all duties to maximise client satisfaction.

What experience and skills do I need?

• The ability to perform in a fast pace environment and possess the organisational skills to manage multiple projects with tight deadlines effectively.
• Strong analytical and decision-making skills that can be applied in a fast-moving environment.
• Excellent written and verbal communication skills.
• Excellent Presentation skills.
• Experience of training.
• High level of proficiency in Microsoft Office, ideally inclusive of Visio.
• Ability to complete administrative tasks consistently and on time

Desired Experience:
• Experience of working as an implementation consultant deploying software solutions
• Knowledge of Contact Centre Software such as Automatic Call Distribution, Call Recording, Management Reporting and Workforce Management
• Knowledge of Salesforce CRM, Contact Centre Operations, Cloud technologies, SaaS solutions, VoIP.

This role is an excellent opportunity for someone who is looking to take a step into contact centre technology and is looking for a new challenge. It is offers the chance to work alongside some leading organisations within the contact centre World.

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 Reporting Analyst / MI Analyst

Job Ref: DJPF1248
Job Title: Senior Reporting Analyst / MI Analyst
Location: Swindon, South West
Salary: £44,000
Job Type: Permanent

This is an exciting role for an experienced MI / Reporting Analyst who is looking to take a more senior role in a growing team. You will lead a team of Analysts to deliver focused analytical attention towards the Customer Service and Customer Operations Contact Centre departments. This role provides an excellent platform to create insight and reporting solutions that are used by the Executive team.

Some of the Responsibilities include:

• Ability to present data in a story to senior Stakeholders
• Coaching and development of a small team of Analysts
• Build strong relationships with end users and enable them to get the most out of the MI solutions
• Accountable for the production of daily/weekly/monthly reporting from; SQL Server Reporting Services, PowerBi, Qliksense, Business Objects and all MS Office products especially Excel & Access.

If you are interested to apply:

• Ability to create reporting solutions using SQL, SSRS and more familiar end user applications such Excel and Access.
• Excellent Stakeholder management experience
• Ability to gather user requirements
• Experience of working within a contact centre 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 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 Leader (Customer Experience)

Job Ref: DJHC4274
Job Title: Team Leader (Customer Experience)
Location: Midlands
Salary: Up to £30k salary
Job Type: Permanent

I am looking for an innovative and independent Team Leader, that can manage customer service agents through change, and take ownership of the team, driving best practise and creating a culture of excellence.

In return for effectively taking your team on a huge transformational journey, you will receive a real investment from the company into your future, through industry relevant qualifications!!

Responsibilities:
• Operational Leadership and day to day management of the customer experience team (10FTE)
• Drive customer centric change within the team, promoting this across the rest of the business
• Evangelise customer experience excellence internally and externally
• Use insight and MI to collaboratively drive customer experience and performance
• Identify training needs and then coach and mentor your team in line with the business culture and objectives

Key behaviours:
• A strong Team Manager who can both manage and lead from the front
• Customer centric and somebody who always looks for the best customer outcomes
• Resilient through periods of transformation, and able to take customer service agents on a journey

If you are interested in applying for this position, you will need to have a proven track record of working in a contact centre environment, in a management capacity.

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 in to any discussions or offer any assistance regarding sponsorship.

Partner Manager/Contract Manager/Performance Manager

Job Ref: DJMA1790a
Role: Partner Manager/Contract Manager/Performance Manager
Location: South East (mix of HOME/Office Base – London)
Salary: £35-42,000 base, bonus and bens
Job Type: Permanent

This is an opportunity to join this membership-based organisation for an experienced customer service and operations professional who is used to working with third party partners, outsourced, or third-party suppliers to ensure the successful contract management.

This is a proactive role for an individual who has excellent stakeholder management and communication skills, able to use Excel to develop robust and insightful reporting.

You will be responsible for the delivery, management and continuous improvements of the contracts, KPI’s SLA’s and service delivery.

By taking a proactive empowered approach, you will identify areas which can be enhanced, and performance increased and work with internal and external stakeholders to develop and drive change to deliver these outcomes.

You will be responsible for delivering activities and services, maximising operational success through proactive planning and forecasting activities. Implementing improved workflows to support successful

You will be the primary point of contact to and from the service providers, joint ventures, shareholders and customers. Act as the primary business partner to the business units/departments and stakeholder when required and ensure that all customer expectations are met.

You will be responsible for implementing a strategic, commercially focused and service driven approach; ensuring continual service and financial improvements are realised, measured and shared.

Regularly review service level agreements against performance, identifying areas for improvement and working with key stakeholders to deliver agreed SLA objectives.

Effectively run the contract governance, assuring all contractual obligations, regulatory and statutory requirements are observed and met.

Own the communication process and ensure timely, concise and effective communication with the business for service outage, interruption and/or service improvement.

If you are interested in applying for this role, you will need to have previous experience in dealing with contract management, ensuring SLA’s and KPI’s are achieved. You will be an excellent communicator and influencer, able to drive change and continuous improvement through the development of business case and insight.

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.