Team Leader – Complaints (Call Centre)

Job Ref: DJRL1043
Job Role: Team Leader – Complaints (Call Centre)
Location: Nottingham, Nottinghamshire, East Midlands, Midlands
Job Type: Permanent
Salary: c £27,000 + Benefits

A market leading financial services company are looking for an experienced Team Leader to join their leading contact centre. The successful candidate will be really focused on leadership and developing their team to engage them and promote a customer first attitude.

You will report into the Operations Manager and will be responsible for up to 15 Advisors. The aim of the role is to develop and empower teams to deliver an excellent customer journey to their customers every time, ensuring first contact resolution where possible, addressing the primary reason for the customer contact using all their skills and knowledge. Leading, coaching and engaging their teams in achieving their performance metrics and balancing the sales and service focus of each team member. This role will be part of their Complaints team so experience in Complaint handling is essential.

The successful candidate will:
• Have experience of driving performance and challenging team members to deliver against objectives/targets.
• Have experience of using positive reinforcement to ensure team members feel valued in their role.
• Demonstrate and promote a ‘can do’ attitude to motivate and inspire others to achieve.
• Have experience of managing people and associated ‘people’ processes.

In return the company will offer excellent opportunities to progress within the company and will support this with extensive management training / coaching. They offer a competitive salary and benefits package.

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 Relations Manager – Complaints Manager – Customer Resolutions Manager

Job Ref: DJJM1200
Job Title: Customer Relations Manager – Complaints Manager – Customer Resolutions Manager
Location: Warwick – Birmingham – Coventry – Northampton – Solihull
Salary: £35,000-40,000 plus bens
Job Type: Permanent

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

The Complaints 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 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 Complaints Manager, you will work with the customer experience manager to better understand the root cause of complaints and identify pre-emptive solutions to fix the process and develop best practice, driving a positive and efficient complaints process.

You will take full ownership and responsibility for the end to end process of escalated complaints and be the key contact with the regulator, resolving and complying with the regulated guidelines, you will suggest improvements within processes, dealing with escalated complaints nurturing, coaching and developing a skill for colleagues on how best to deal with complaints prior to escalation to reduce the level of escalated complaints.

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:
• Full ownership of the end to end process of escalated complaints
• Review and enhance polices and procedures within the complaints department
• Positively influence and contribute to the team culture
• Provide exceptional customer service via phone, email, live chat and social media
• Work closely with customer experience to review root cause analysis and suggest improvements
• 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 Complaints 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.

Contact Centre Manager (Senior Contact Centre Manager)

Job Ref: DJMA1783
Job Title: Contact Centre Manager (Senior Contact Centre Manager)
Location: Gloucestershire (South West/Midlands)
Salary: £55-65,000 base including car allowance, bonus, bens, life, pension etc
Job Type: Permanent

An opportunity for a creative, professional contact centre leader who is looking to move and function beyond a traditional contact centre manager role. This role will require a customer operations leader who can not only develop, nurture and empower their team, being there for them as a mentor and leader but also someone who can identify, develop and present a persuasive business case for continuous improvement and transformational change to board and director level.

This is a multi-disciplined, financially regulated contact centre, dealing with sales, service, complaints, loyalty and retention in a front and back office environment.

The Contact Centre Operations Manager will lead a large team through Managers and have responsibility for the development, performance and growth of the contact centre and team members, ensuring that targets are achieved across both sales and service objectives.

The successful individual will lead by example, driving engagement the nurturing and embedding the right team behaviours to develop and support future strategies, collaboration, continuous improvement and adaptable, capable operation.
You will take a lead role ensuring the delivery of a compliant customer operation and delivering customer service, complaints and strategic performance.
Recruit, develop and motivate the team to improve overall capability and performance providing effective talent, succession planning and performance management.
Prepare and present reports based on insight and analytics, work with senior leaders and colleagues, through your excellent communication skills ensure understanding of strategic goals are clear and can be successfully implemented.
To drive contact centre best practice, ensuring the right tools, processes and procedures to maximise each opportunity, with proven experience managing a contact centre, driving and developing highly effective change, whist delivering against performance targets and objectives.

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.

Customer Service Manager – Contact Centre Manager – Call Centre Manager – Operations Manager

Job Ref: DJJM1196
Job Title: Customer Service Manager – Contact Centre Manager – Call Centre Manager – Operations Manager
Location: London – Greater London – South East
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 contact centre, 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 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 Experience Insight Lead

Job Ref: DJAD1071
Job Title: Customer Experience Insight Lead
Location: London – Greater London
Salary: £40,000
Employment Type: Permanent

A thriving business are looking for a Customer Experience Insight Lead to join their CX team based in London, this is a new role within the business so offers huge scope for development. This new role is being created to set up and manage the voice of customer programme (NPS) – enabling the business to measure and understand the customer experience across the entire customer journey.

On a day to day basis the role will involve:
• Setting up and management of feedback surveys across the customer journey i.e. registrations, claims and renewals/ retention, including complaints and online and offline channels – including non-customers i.e. potential joiners not converting earlier in the journey.
• Managing stakeholder relationships and understanding varying requirements of stakeholders. Ensuring the Voice of Customer programme enables informed decision making across key touchpoints and journeys
• Ensure smooth running of the customer surveys, improving and identifying gaps to ensure an automated and real-time customer feedback for existing or new relationships or journeys
• Setting up and managing comms plan to share the learnings through regular reporting (weekly/ monthly/ quarterly) of customer satisfaction, pain points, or drivers of satisfaction.

In order to be successful, you must have in dept experience of running and developing voice of the customer programmes, analytical skills, good stakeholder management and engagement and ideally experience with systems such as Qualtrics.

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.