Compliance Manager

Ref: DJRL1027
Role: Compliance Manager
Location: Wiltshire
Salary: c£47,000 + Benefits including 27 days holiday, flexi working, pension
Type: Permanent

Our client is a leading company going through a period of growth and are based in Wiltshire. They are currently looking to recruit a Compliance Manager to lead all aspects of an efficient, effective and customer focused compliance service ensuring that it meets all legislative and code of practice requirements alongside key customer, financial and performance targets, to include gas, asbestos, fire, water, electrical and mechanical safety, sewage treatment, renewables, radon, lifts and alarm systems.

Will you be responsible for managing a team of 7 people which you will provide leadership to, ensuring that the team is professional, proactive and customer focused. You will take ownership of all aspects of the compliance service and provide a visible lead across the organisation on all aspects of compliance. As Compliance Manager you will ensure that agreed standards and behaviours are met and exceeded.

You will also need to ensure that all compliance programmes meet their legal, code of practice and regulatory requirements and that processes and procedures and regularly and comprehensively reviewed to ensure their continuing relevance and that they meet sector best practice.

The successful candidate will have:
• A building related qualification.
• Proven experience in managing construction / maintenance projects.
• Knowledge of health & safety at work and CDM.
• Budget management experience.
• The ability to work on own initiative and as part of a team.
• Excellent communication skills.

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.

Training and Quality Manager – L&D – Contact Centre – Customer Service

Job Ref: DJJM1174
Job Title: Training and Quality Manager – L&D – Contact Centre – Customer Service
Location: London – Greater London – South East
Salary: £40-50,000 plus bens
Job Type: Permanent

An opportunity for an experienced Training Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation including training for new recruits and managing the compliance and quality within the contact centre.

The Training Manager will be able to bring passion, rigor and the ability to develop and implement a training and quality assurance 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 Training and quality 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 training, nurturing, coaching and developing new starters and deliver a positive, engaging training programme, 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:
Reviewing and managing quality and compliance levels throughout the contact centre
Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, train, coach and develop staff in the Contact Centre
Provide Training to deliver exceptional customer service via phone, email, live chat and social media
Drive continuous improvement ethos within the training department, throughout 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 Training 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.

Team Manager – Contact Centre

Ref: DJAD1053
Role: Team Manager – Contact Centre
Location: Bristol
Salary: £32,000 + bonus

A market leading service organisation are currently looking to recruit experienced Team Managers to lead a team of multi skilled specialists in their Sales & Service Contact Centre.

Your team will work across inbound and outbound channels in order to achieve exceptional levels of performance and behaviours.

Displaying role model behaviours, you will need to develop the leadership abilities of Senior Agents to support their talent progression, while actively contributing to the ongoing career progression of the whole team and centre.

Role purpose

Outcomes –
• Contribute towards the design and implementation of the department plan and achieve the budgets for acquiring and retaining customers, revenue and discounting
• Implement high standards of operational performance and achieve the budgets for Shrinkage and Average Handling Time
• Ensure the management of individuals operational performance in order to meet the agreed commercial budgets and standards of quality for customer service and compliance
• Set individuals personal objectives and manage standards of performance, implementing HR policies and procedures including performance capability, attendance and conduct

Key responsibilities – People
• Challenge individuals to achieve their best through exceptional levels of performance, ensuring you are effectively coaching and developing your team to deliver performance improvements.
• Lead a results and people focused culture through visibly driving performance whilst coaching individuals/teams
• Support and develop team members through the career progression framework and effective PDP conversations and rectify individual`s underperformance through agreed HR policies
• Positively influence attrition to ensure we retain the right skills and performance

Key responsibilities – Quality
• Ensure products are sold in a compliant manner, and that we `treat customers fairly` in all our activities

Key responsibilities – Money
• Support and deliver continuous improvement procedures/projects across the Contact Centre

Skills, Knowledge and qualifications
• Experience of leading teams in a multi-functional, fast paced Contact Centre across both inbound and outbound to achieve business performance targets across a multi-product portfolio and metrics
• Ability to communicate effectively with all levels of stakeholders
• Good working knowledge of regulatory and compliance procedure
• Commitment to improve leadership capability through completion of Team Manager Apprenticeship L3

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.