Customer Service Project Manager – Senior Project Manager – Project Manager – Customer Project Manager (18 Month Fixed Term)

Job Ref: DJJM1195
Job Title: Customer Service Project Manager – Senior Project Manager – Project Manager – Customer Project Manager (18 Month Fixed Term)
Location: Birmingham – Midlands
Salary: £40,000 – £60,000 plus bens
Job Type: Contract

An opportunity for an experienced Project Manager to take responsibility for a multi-channel, digitally aligned Customer, change and transformation project managing a number of different strands within a wider change and transformation project.

The Senior Project Manager will be able to bring passion, rigor and the ability to develop a scaling change and transformation project. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this brand apart from the competition.

As the Senior Project Manager within the customer service department, you will work with the heads of department and other project specialists to identify and develop, a large-scale change and transformation project, driving the project whilst making sure that the project is running efficiently, on time and within budget.

You will take full ownership and responsibility for the overall running of the change and transformation project, coaching and developing skills within the existing team to deliver a positive, engaging and efficient programme. 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, meet deadlines and manage a project against budget is essential, you will be heavily involved with stakeholders so stakeholder management and the ability to communicate with all streams within the business is a must.

Responsibilities:

• Manage cross-functional change and transformation project
• Hands on management with active participation to help accelerate projects
• Establish and define project plans
• Identify all technical and project issues then develop procedures to track performance against objectives to make corrections where necessary.

Required attributes:

• Excellent relationship building skills and credible in front of stakeholders at all levels
• Effectively and clearly communicate at all levels in any given scenario
• Understanding of contact centre technologies and processes
• Experience of analysing large scale data
• Prince2 qualified

If you are interested in applying for this position, you will need a proven track record as a Project Manager, having experience of managing to deadline and budget to develop an improved customer service offering. 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 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.

Customer Service Manager

Job Ref: DJMA1782A
Job Title: Customer Service Manager
Location: South East (Buckinghamshire/Bedfordshire/Northamptonshire)
Salary: to £45-57k plus bens.
Permanent IMMEDIATE START AVAILABLE

This is a newly created position for a business that has gone through significant change in the last 12 months and has a new team of Team Managers.

Working closely with key business stakeholders, the Head of Customer Service will champion a culture of outstanding service through ownership and proactivity and promoting first contact resolution taking full responsibility for the Customer Experience Centre ensuring that the overall customer experience and quality assurance is maintained across all teams.

This quality led, regulated business, which serves both a B2B and B2C market in a service led environment, requires a hands-on, strategically focused, data minded leader of people who will be able to develop better performance and service delivery, building a highly motivated and engaged team.

The role will be highly visible and work at board level and across the business in terms of presenting for and delivering change based on feedback, insight and identifying possible issues across the supply chain and bringing to life the voice of the customer/client.

The Head of Customer Service will lead a team of Team Managers in this mid-sized contact centre.

The team provides services to their client in a B2B environment, so service level agreements, KPI’s and performance management, whilst delivering a great customer experience will be paramount.

If you are interested in applying for this position, you will need prove experience managing a contact centre, strategy, change and performance uplifts in service led environment. Experience within a B2B, Logistics, Pharmaceutical and or Supply Chain environment would be a distinct advantage.

A can-do attitude, open and transparent leader, you will be able to inspire and engage your team to deliver a customer centric service proposition, striving for continuous improvement and best practice.

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.

Resource Planning Analyst – Change Projects

Job Ref: DJAD1074
Job Title: Resource Planning Analyst – Change Projects
Location Warrington
Salary: £33,000
Employment Type: Permanent

A household brand is looking for a talented Change Planning Analyst to join the team based within the contact centre environment.
You will be responsible for supporting project-based contact centre change plans, what-if analysis, budget rounds, and any other ad-hoc planning/analysis work required.

Responsibilities include:
• Executing the demand assessment across the business, ensuring the delivery of medium work load projections, resource gap and recruitment.
• Support with the standardisation the impact assessment process across all brands
• Maintain a high-level view of all project deliverables making recommendations for any changes to deadlines based on other projects in flight
• Build solid relationships with the Change and CI teams to ensure that impacts assessment and benefits realisation discussions are productive.
• Ensure a robust handover process to the Business Planning team for any BAU handover of projects.
• Develop strong relationships with all marketing teams across all brands to ensure that all marketing activities are impact assessed and reviewed with the marketing team for future campaigns.

If you are interested to apply you will be:
• Numerate and analytical, developed a mixture of simple & sophisticated forecasting models requiring collaboration and involvement from a wide range of contacts within distributed organisations.
• Be fluent in the production of enterprise-wide headcount models, integrating varying efficiencies, schedule efficiencies, service levels, and contact routing architectures.
• Experience of building, presenting, and defending multi-million-pound budgets is essential
• Experience of implementing forecasts and headcount models into operational reality, working with recruitment, training and operational teams to deliver to plan
• Advanced knowledge of the end to end resource planning methodologies and contact centre dynamics.
• Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions

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 Customer Service

Job Ref: DJMA1782
Job Title: Head of Customer Service
Location: South East (Buckinghamshire/Bedfordshire/Northamptonshire)
Salary: to £50- 60k plus bens.
Job type: Permanent IMMEDIATE START AVAILABLE

This is a newly created position for a business that has gone through significant change in the last 12 months and has a new team of Team Managers.

Working closely with key business stakeholders, the Head of Customer Service will champion a culture of outstanding service through ownership and proactivity and promoting first contact resolution taking full responsibility for the Customer Experience Centre ensuring that the overall customer experience and quality assurance is maintained across all teams.

This quality led, regulated business, which serves both a B2B and B2C market in a service led environment, requires a hands-on, strategically focused, data minded leader of people who will be able to develop better performance and service delivery, building a highly motivated and engaged team.

The role will be highly visible and work at board level and across the business in terms of presenting for and delivering change based on feedback, insight and identifying possible issues across the supply chain and bringing to life the voice of the customer/client.

The Head of Customer Service will lead a team of Team Managers in this mid-sized contact centre.

The team provides services to their client in a B2B environment, so service level agreements, KPI’s and performance management, whilst delivering a great customer experience will be paramount.

If you are interested in applying for this position, you will need prove experience managing a contact centre, strategy, change and performance uplifts in service led environment. Experience within a B2B, Logistics, Pharmaceutical and or Supply Chain environment would be a distinct advantage.

A can-do attitude, open and transparent leader, you will be able to inspire and engage your team to deliver a customer centric service proposition, striving for continuous improvement and best practice.

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 Project Manager – Project Manager – Customer Project Manager (12 Month Fixed Term)

Job Ref: DJJM1183
Job Title: Senior Project Manager – Project Manager – Customer Project Manager (12 Month Fixed Term)
Location: Birmingham – Midlands
Salary: £50,000 plus bens
Job Type: Contract

An opportunity for an experienced Project Manager to take responsibility for a multi-channel, digitally aligned Customer, change and transformation project managing a number of different strands within a wider change and transformation project.

The Senior Project Manager will be able to bring passion, rigor and the ability to develop a scaling change and transformation project. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this brand apart from the competition.

As the Senior Project Manager within the customer service department, you will work with the heads of department and other project specialists to identify and develop, a large-scale change and transformation project, driving the project whilst making sure that the project is running efficiently, on time and within budget.

You will take full ownership and responsibility for the overall running of the change and transformation project, coaching and developing skills within the existing team to deliver a positive, engaging and efficient programme. 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, meet deadlines and manage a project against budget is essential, you will be heavily involved with stakeholders so stakeholder management and the ability to communicate with all streams within the business is a must.

Responsibilities:
• Manage cross-functional change and transformation project
• Hands on management with active participation to help accelerate projects
• Establish and define project plans
• Identify all technical and project issues then develop procedures to track performance against objectives to make corrections where necessary.

Required attributes:
• Excellent relationship building skills and credible in front of stakeholders at all levels
• Effectively and clearly communicate at all levels in any given scenario
• Understanding of contact centre technologies and processes
• Experience of analysing large scale data
• Prince2 qualified

If you are interested in applying for this position, you will need a proven track record as a Project Manager, having experience of managing to deadline and budget to develop an improved customer service offering. 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 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.

Recruitment Consultant

Ref: DJRL1030
Role: Recruitment Consultant
Location: Lichfield, Staffordshire, Midlands
Salary: Competitive Salary + Uncapped Commission

Why not work in one of the most beautiful and historic Cities in the UK, with beautiful architecture including the three spired cathedral and a plethora of resturants and bars.

Based right in the centre of this stunning City, Douglas Jackson are an independently owned, boutique recruitment consultancy who offer a professional, high quality recruitment consultancy and executive search services for permanent, or fixed term contract for mid and senior management level appointments across the customer landscape.

We have an opportunity for an individual who will be focussed entirely on developing new and existing relationships to identify leads and opportunities within this predominantly more technical skill set environment, placing skilled individuals on a permanent and fixed term contract level.

Working closely with the existing team to manage and nurture existing and new accounts to ensure the best level of customer service is realised. Supporting the team and customers; clients and candidates, to achieve successful recruitment solutions and the provision of a professional, quality led service.
In return we offer a professional, friendly and fun team, who provide specialist recruitment consultancy services at a mid, senior and executive management level, on a contingent and retained basis and are proud to work with some of the UK’s leading organisations and globally recognised brands.

The role will offer a competitive basic salary and uncapped commission of up to 50% of billings and attractive benefits. We have weekly, monthly and quarterly incentives which give you the opportunity to finish work early, meals out and much more.

Our offices are situated just 5 minute walk from Lichfield Train Station which is just 40 minutes from Birmingham New Street or Stoke on Trent stations.

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.