Contact Centre Manager

Job Ref: DJJM1228
Job Title: Contact Centre Manager
Job Location: London
Salary: up to £55,000 + Benefits
Employment Type: Permanent

Reporting to the Head of B2B, this role is with a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• Performance management of team members, including driving a coaching culture and planning training programmes
• Driving engagement and loyalty of employees, through development of reward schemes and recognition
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff, have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing and delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have 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.

Complaints Team Manager

Job Ref: DJJM1227
Job Title: Complaints Team Manager
Job Location: Midlands
Salary: 30K – 32k
Employment Type: Permanent

Reporting to the Head of Legal and Claims, this management role is with an exciting and diverse company within a high growth and competitive market sector. The post-holder will play a pivotal role in the resolution of escalated customer complaints and ultimately the on-going success of the complaints operation, effectively delivering robust and compliant service success.

Some of the responsibilities will include:
• Lead a team of escalations assessors, to maximise performance and deliver on all service levels
• Support and develop team members to continuously develop the skillset to achieve on required service levels
• Take appropriate steps to maintain and adhere to quality standards and processes
• To consistently review both operational practices and procedures to effectively develop and improve the processes in this area.
• Ensure that the team demonstrate proficiency and competency in all types of assessment quality checking

The ideal candidate will be self-motivated, with a significant coaching and development skillset, with a professional and ethical approach to delivering targets. Individuals who can demonstrate success within a target driven capacity, with first-hand experience within a regulated environment may have 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.

Data Operations Team Manager

Job Ref: DJHB1014
Job Title: Data Operations Team Manager
Location: Brighton
Salary: Up to £35,000 per annum plus benefits
Employment type: Permanent

Are you an experienced people manager with a natural flair for developing teams and departments?
Are you looking for an opportunity to work within a fun an inclusive environment?
Do you have experience in the delivery of data operations within a utilities environment?

If so, this could be just the role for you.

We’re working closely with a leading utilities business who are looking to add a team manager into their growing business.

Working as part of an existing team in a new divisional role, you will be responsible for 9FTE at analyst level; supporting the team in the delivery of projects and managing the projects.

You will be responsible for:
• Process improvement – identifying and creating the solution.
• Change management within the evolving department.
• Collating, delivering and reporting upon KPIs within the team.
• MI Report processing
• Coaching and training a team of dynamic analysts
• Managing and developing the team through training, coaching and development.

You will ideally be:
• Experienced in the back-office customer journey
• From a dataflow / settlements background; ideally within a Utilities environment.
• Used to working with and resolving disputes.
• Managing the CRM – identifying and troubleshooting exceptions within the billing system.

It’s important in this position that the successful candidate has a customer-centric attitude towards their work; and that problem-solving and communication skills are a core strength.
The role will be based in a fantastic office setting, and you will have the opportunity to work with a fantastic team of individuals within an interesting and vibrant workplace.

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.