Head of Collections

Job Ref: DJHC4308
Job Title: Head of Collections
Location: North West
Salary: Up to £70k salary plus benefits
Employment Type: Permanent

I am looking for a Head of Collections for a forward-thinking organisation who prides themselves upon doing the right thing by people. This is a multi-site role.

You will be responsible for setting the collections strategy for the operation.

Responsibilities:
• Develop the total debt management strategy providing clear vision for prevention, early intervention and arrears recovery
• Develop specific targets for customer arrears, business drivers, systems, priorities and associated risks (including mitigation action) for the collections function
• Ensure that the business delivers excellent services to its customers by providing top performing, innovative income management services with focus on customer engagement and support
• Lead and develop the collections team to deliver a best in class service by providing clear direction, regularly reviewing work outputs, setting improvement targets and appraising individual performance
• Undertake the role of strategic lead for the collections function taking ownership of the associated policies, procedures and systems
• Act as subject matter expert for the collections function ensuring compliance with relevant bodies and best practice standards
• Ensure that customer needs and requirements are acted upon as a priority
• Ensure commercial viability of the function, providing the necessary management reports and ensuring the best possible commercial performance

Key behaviours:
• Demonstrable strong operational experience of collections and/ or debt management
• Proven ability of creating a collections strategy and translating this into meaningful plans that have delivered positive outcomes
• Experience of successfully leading and motivating operational teams
• Customer centric
• Performance focused
• A driver of change
• Peoples person being able to effectively build credible relationships at all levels
• Collaborative and open communication

We welcome all applicants, and this employer is committed to and keen that their leadership teams reflect the diversity of their employees and customers. If you would like to have a confidential discussion, or to learn more about their commitment to Diversity and Inclusion please do get in touch.

If you are interested in applying for this position, you will need to have a proven track record of working in a customer service environment, and ideally within collections and/ or debt management, managing specialist staff and stakeholders, in very people centric cultures.

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.

Sales Manager

Job Ref: DJHC4306
Job Title: Sales Manager
Location: Home based
Salary: £60k flat salary, no commission
Employment Type: Permanent

I am looking for a Sales Manager to run a sales operation with a Fintech organisation in London. This business has enjoyed amazing growth year on year, and the business has a great story to be a part of.

I am looking for somebody ideally from financial services. This is to manage a remote telephone-based sales workforce who convert leads into sales from customers who drop out at their online basket stage. This is a newly created function within the business.

Responsibilities:
• Responsible for the successful management of a sales operation
• Achievement of revenue and sales conversions
• To promote and provide a 5* Customer Experience in all customer interactions
• Identify cross sell and upsell opportunities to meet customers’ needs and desires
• Delivering sales revenues through an open and encouraging leadership style

Key behaviours:
• Willing to travel between sites and to manage staff
• Experience and demonstrable track record of managing customer operations and driving sales or sales through service
• Collaborative and able to work across all functions
• Proactive management & improvement of the Customer Experience
• High level of self-management and initiative as this is a remote role
• Very values led as an individual

If you are interested in applying for this position, you will need to have a proven track record of driving sales in a very people focused and customer centric environments.

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 Analyst

Job Ref: DJPF1316
Job Title: Resource Planning Analyst
Location: Hampshire / Wales
Salary: Up to £30,000 + benefits
Employment Type: Permanent

This is a newly created position within an exciting and progressive company. Coming in as a specialist in real-time and scheduling you will take over responsibility for monitoring and reacting to all aspects of a live contact centre across inbound/outbound calls and back office with involvement across scheduling and short-term forecasting.

You will be responsible for ensuring the optimal performance of the live environment and take ownership of the scheduled activities to make sure operational plans and measures run smoothly.

From a technology perspective you will need to demonstrate experience working with Work Force Management / Contact Centre software.

This is the perfect opportunity for anyone looking to push forward their career within real-time as with the expansion of the department in the future you will be in prime position to take up a senior role within the team.

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 Service Operations Manager

Job Ref: DJHB1055
Role: Customer Service Operations Manager
Location: London
Salary: up to £60,000 per annum plus benefits package
Job Type: Permanent

An exciting opportunity has arisen for a Customer Service Operations Manager to join an established organisation.
Reporting to the Head of Customer Services, you will be responsible for the delivery and performance of the customer service operation for the business and will be required to lead and drive the operational customer service strategy for the organisation of around 100FTE.

Working within a dynamic team, you will be responsible for:
• Taking ownership of the delivery on the customer service department with a particular focus on the development of the people during the scale up process.
• Delivering and implementing the operational strategy for the consistent performance of the customer service team.
• Developing the internal customer service team to create future leaders and a strong succession plan within the business.
• Driving an evolving culture to continually improve processes and procedures to benefit the customer journey.
• Managing the outsource partner to deliver a consistent message for the brand.

You will ideally be:
• Experienced in managing a team within a wider contact centre, reporting into the Head of Customer Service.
• Able to demonstrate the ability to lead a department to continually improve through the development of a changing environment experiencing continual growth.
• Able to lead and mentor teams to achieve success keeping the customer at the heart of the business.
• Experience within a scale up business would be a huge advantage.

This is an exciting management level position within an established organisation who are driving change, positive culture and consistently developing their team internally. You will be required to manage teams onsite and will be the inspirational leader within this growing brand.

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 Analysts

Job Ref: DJPF1315
Job Title: Resource Planning Analysts
Location: North West
Salary: Up to £30,000 base, pension, benefits.
Employment Type: Permanent

We are looking for a number of Resource Planning Analysts in the North West.

Working within a growing digital services business, they are looking to become an industry leader.

As a Resource Planning Analyst, you will play an integral part in the team and help your colleagues to deliver performance improvements across forecasting, planning, scheduling, on a real-time, daily, weekly and monthly basis.

Working with the WFM tool you will have the opportunity to develop and further your career, whilst making a real impact in the delivery of reliable and excellent customer service.

If you have experience of Workforce Management, Resource Planning and Contact Centre metrics and you want to work in an environment that will help you develop and grow in a business that is rapidly growing, this role might be for you.

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.

Planning Architect

Job Ref: DJPF1313
Job Title: Planning Architect
Location: North West
Salary: £37,000
Employment Type: Permanent

Are you an experienced Planning Specialist with significant Capacity and Forecast Planning experience?

Responsibilities include:
• FTE modelling solutions to drive the most cost effective and efficient solutions for success.
• Ensure on-going support and guidance to the operational stakeholders by creation of value-add opportunities through planning knowledge and techniques to improve and sustain performance.
• Provide oversight and guidance on forecasting principals. This will include the utilisation of latest finance and marketing information, market conditions & historical analysis aligned with customer contact behaviour trends.
• Provide commercial and tactical awareness through specialist knowledge to engage with key stakeholders at a department level to ensure plan is fit for purpose, designing, agreeing and implementing service delivery and key performance measures.
• Review performance of contract on an ongoing basis to ensure all assumptions remain valid and offer opportunities for review where prevalent. This may involve strategic decisions for change assumptions, shift optimisation reviews to working patterns that match customer contact behaviours to deliver business needs and overall lock down of assumption drivers.
• Provide support and engagement with Forecasting, Planning & MI team to ensure delivery of Outperform Solutions and Operational Stakeholder product menu on an ongoing basis.

If you are interested to apply:
• Extensive experience within a resource planning role within a back office or contact centre environment with strong analytical skills to match.
• Advanced understanding of end to end planning cycle resource planning methodologies.
• Excellent understanding of how processes, performance and systems impact customer segments
• Numerate and analytical, with ability to develop a mixture of simple and sophisticated forecasting and headcount models, integrating varying efficiencies, capacity planning & scheduling efficiencies and SLA outputs (adjusting for special occasions / outputs where appropriate).
• Candidate will have experience of implementing forecasts and headcount models into operational reality, working with recruitment, training and innovation and operational stakeholders to deliver applicable plans.

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.

Technical Architect

Job Ref: DJPF1310
Job Title: Technical Architect
Location: Worcestershire
Salary: Up to £65,000 – £74,000
Employment Type: Permanent

You will define and govern how technical solutions are designed, configured, and implemented as the ICT technical design authority and a key stakeholder in an effective enterprise design practice. Manage and maintain the ICT technical architecture blueprint by Developing technical models and plans that identify opportunities for leveraging technology capability to benefit the company, in support of strategic business change initiatives and subsequent projects/ programmes.

Some of the Responsibilities include:
• To be the professional lead for the development and documentation of the ICT Technical Strategy and associated roadmaps.
• To undertake the role of technical design authority for all ICT change.
• To ensure that the ICT architecture meets all the relevant industry/national standards and demonstrates consistency of design across all ICT related programmes and projects.
• To take responsibility for understanding strategic business requirements, collecting data, delivering analysis and recommending technical options. Collaborates with and facilitates stakeholder groups to ensure the contribution of all relevant stakeholders is maximised.
• To deliver an environment of continuous improvement and innovation in respect of the ICT architecture
• To maintain a documented map of the current hardware, operating systems, licensing models, programming and networking solutions that are used and address where technologies are being duplicated or where they are being under utilised.

If you are interested to apply you will need:
• Strong problem solving skills with ability to gather and assimilate information.
• Be able to demonstrate a high level of communication, negotiation and influencing skills.
• Ability to think ahead and anticipate/mitigate risks and find suitable solutions to issues.
• Demonstrate ability to manage teams of key stakeholders and suppliers with the flexibility to adjust approach and style accordingly.
• Excellent people skills built on a combination of great listening, empathy, insight and intellect.
• Ability to positively influence others and lead change within organisations

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.

Service Delivery Manager – Digital Services

Job Ref: DJMA1837
Job Title: Service Delivery Manager – Digital Services
Location: Midlands (Worcestershire)
Salary: £40,000 – 45,000 plus excellent benefits
Job Type: Permanent

This is a new additional opportunity for a Digitally experienced Service Delivery Manager. The successful candidate will lead a new team and take full responsibility for the definition and continuous improvement of the Service Asset and Configurations Management (SACM) processes for hardware infrastructure, network, service, security and cloud, end user devices and software.

You will lead a team that is focussed on delivering excellence in customer service, through an end to end service delivery and support function. Working to agreed service level agreements, managing and controlling internal resources and external supplier relationships and contract management.

You and your team will support all technology and applications, administer, and manage all contracts, root cause activities, develop and issue management information, advice and recommendations. Working with senior stakeholders and the wider organisation to develop best practice.

If you are interested in applying for this role, you will have significant experience of working with digital service technologies and their applications in a service delivery function. The ability to develop and lead a customer focussed team and have experience of implementing a growing SACM function and processes. Experience within the public sector procurement would be 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, 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 Director

Job Reference: DJHC4304
Job Title: Customer Service Director
Location: South West
Salary: Up to £125k basic + bonus + benefits
Employment Type: Permanent

I am looking for an innovative and visionary Customer Service Director, who has experience of driving modern day leadership and working at the forefront of innovation within customer operations.

This is a Board level role with a very people focused organisation!

Some of the responsibilities will include:
• Responsible for redefining and delivering the strategic Customer Service vision over the customer operation
• Drive performance and effectiveness across the multi-channel customer operations team (150FTE+)
• Drive Employee Engagement whilst reducing Cost To Serve
• Ensuring that the use of technology within the business is effective, continuously monitoring innovation and adopting new initiatives
• Drive a digital first culture listening to customer needs and translating those into meaning business plans and taking action
• Overhaul of the complaints function, looking at root cause analysis and using this data to create valuable insight to reduce overall complaints
• Identify the needs for change within the current customer proposition and create more innovate and efficient solutions for customers
• Be a real people’s person, being ambassador of the customer and a real customer advocate
• Promote a culture of development and learning within the customer operation and cross functionally

If you are interested in applying for this position, you will need to have a proven track record of innovative customer service leadership within a business to consumer environment.

You will be a customer advocate, with significant and demonstrable achievements in customer service design and delivery. You will care passionately about your people.

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 Digital

Job Ref: DJHC4305
Job Title: Head of Digital
Location: North West
Salary: Up to £70k salary
Employment Type: Permanent

I am looking for a Head of Digital for an organisation who prides themselves upon doing the right thing by people. You will be responsible for setting the digital strategy for Customer Experience. You will ensure delivery of the Customer Services digital roadmap, drive a digital channel shift and achieve self-service uptake targets by continuously innovating digital in line with customer needs.

Responsibilities:
• Evolve the vision for digital Customer Experience and operating model
• Be responsible for the digital Customer Experience roadmap on behalf of the Director of Customer Services. Collaborating in the definition and ensuring delivery of all digital Customer Experience projects and prioritisation of digital initiatives to support the vision
• Work closely across functionally to define, implement and optimise the end-to-end digital change delivery model – presentation layer change, Customer Interface, and projects
• In collaboration with the Director of Customer Services evolve the vision for the digital Customer Experience, ensuring it is simple and clearly understood
• Utilise customer insight and industry best practice to drive the digital agenda
• Prioritise the different elements of the vision to ensure maximum business benefit
• Gain agreement on the digital roadmap and initiatives within it, presenting it in an organised and straightforward manner, bringing stakeholders with you on the journey
• Manage budgets associated with the digital roadmap – budget planning, business cases, project budget control and benefits realisation
• Run effective workshops using techniques such as storytelling, journey maps, personas and service blueprinting

Key behaviours:
• A digital customer services specialist who understands the true value of a multi-channel approach (voice, webchat, social, messaging, IVR and AI)
• Experience of product ownership/ CX design and delivery and leading the delivery of major digital projects
• Proven leader of digital Customer Experience programmes
• A driver of change
• A deep understanding of digital Customer Service/ Experience and multichannel trends
• Peoples person being able to effectively build credible relationships at all levels
• Collaborative and open communication

If you are interested in applying for this position, you will need to have a proven track record of working in a digital service environment, managing specialist staff and stakeholders, in very people centric cultures.

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.