Client Onboarding Specialist

Job Ref: DJJM1184
Job Title: Client Onboarding Specialist
Location: London – Greater London – South East
Salary: £25,000 – 30,000 plus bens
Job Type: Permanent

An opportunity for an experienced Client Onboarding Specialist to take responsibility for onboarding new clients to a business to business function within a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Client Onboarding specialist will be able to bring responsible for Onboarding new clients, performing risk assessments and act as a KYC and SIRA expert, performing due diligence and overseeing the identification of high risk applicants, 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 Client Onboarding Specialist, you will work within the B2B part of the business working closely with heads of department and other senior customer management team to identify and develop best practice.

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 will be part of your responsibilities.

Some of the duties will include:
• Risk assessment of new applications, taking and uncovering information and documentation
• Conducting Due diligence using methods and practise such as CIFAS and SIRA.
• Positively influence and contribute to the team culture along with sharing best practice
• 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 Client Onboarding Specialist 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.

Customer Services / Sales Manager

Ref: DJRL1038
Role: Customer Services / Sales Manager
Location: West London, Greater London, South East
Type: Permanent
Salary: Circa £50,000 + Benefits

A rapidly growing fast paced company are looking to recruit a Customer Services / Sales Manager for their office in West London. This is an exciting new opportunity to join a fantastic new team.
You will be responsible for developing objectives for the call centre’s day to day activities, coaching, developing and motivating the team, conducting effective resource planning to maximise the productivity of their people and also technology as required. As the Customer Service / Sales Manager, you will responsible for collecting and analysing the call centre statistics to drive the required behaviours across the team. You will need to drive the quality of service delivery through your team and the team is high volume and seasonal so you will be accountable for the quality and accuracy of the service provided.

You will report directly into the Marketing Manager and will have responsibility for a small team of 5-6FTE who will be making outbound sales calls. You will be responsible for driving performance and people to ensure delivery of KPIs. They are looking for a Customer Services / Sales Manager who can manage, support and develop the agents through performance reviews, coaching and engagement. You will need to evaluate and enhance processes to ensure a culture of continuous improvement. You will be asked to utilise company led incentive programmes to maintain high motivation and target achievement within the team.

This is a brand new team and the new Customer Service / Sales Manager will need to have full commitment in setting this team up from scratch.

The successful candidate will:
• Have at least 3 years’ experience of a senior leadership role, preferably gained in the customer service / contact centre environment.
• Experience of setting up a Customer Service or Sales team would be advantageous.
• Have a deep knowledge in customer experience processes, tools and systems will be essential, with the ability to analyse metrics and provide insight into current and future needs, adapting and improving the service in an agile and responsive way.
• Have experience of driving performance in a target-orientated environment 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.

In return the company offer a competitive salary and benefits package. Holidays are up to 28 days which increase with length of service. There is a healthcare plan, pension and perkbox. You will be working a 40 hour week with some weekend work involved. The contact centre is open from 7am to 9pm.

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.

Vendor Manager

Job Ref: DJAD1069
Job Title: Vendor Manager
Location London, Greater London, South East
Salary: £60k + £5k allowance
Employment Type: Permanent

A globally recognised brand is looking for a Vendor Manager to join their CX team. The role will involve leading the vendor/ strategic partnership with the outsourced centres. This role is key in balancing commercials but ensuring best in class CX is delivered.

The role is based in London but will require travel to outsourced sites, when required by the business.
• Ensure strategic partners fulfil contract commitments and obligations
• Drive vendor performance, NPS etc
• Continuous improvement of processes and procedures, utilising LEAN and Six Sigma.
• Manage a quarterly rolling plan of improvements for the outsource partner’s performance.
• Own ‘in the month’ efficiency KPI’s including AHT, occupancy, and shrinkage to deliver in month service level commitments.
• Support the Online Support team with digitalisation of customer support initiatives by identifying best contact types to move to other channels.
• Responsibility for signing off monthly performance for all customer service teams (Average 450 FTE)
• Ensure the correct governance is followed and delivered for weekly, monthly & quarterly business reviews with the partner
• Audit and check monthly invoices
• Review and launch where appropriate Social and Chat channels in line with the customer strategy
• Work closely with the Quality and Training Manager to keep updated regarding the partners performance and roadmap

You will be an experienced Vendor Manager, with B2B & B2C exposure.

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.

Property Health & Safety Manager

Ref: DJRL1033
Role: Property Health & Safety Manager
Type: Permanent
Location: Nottingham, East Midlands, Midlands
Salary: Up to £45k + Benefits

A leading and forward thinking national company are looking to recruit a highly motivated and confident Property Health & Safety Manager for their Nottingham office.
This market leading property company are looking for an experienced Property Health & Safety Manager and within this role you will manage a team to deliver maintenance programmes and compliance regimes which ensure the company meets and maintains its legislative obligations in relation to Gas, Asbestos, Water, and Mechanical and Electrical safety.

You will need to be able to deliver an effective and comprehensive planned assessment and maintenance programmes which mitigates emerging risks across the companies wider portfolio.
As Property Health & Safety Manager, you will oversee a team of M&E surveyors and compliance experts and will hold responsibility to ensure planned servicing, assessment and maintenance regimes meet legislative requirements and are delivered on time.

You will manage the performance of the technical surveyors and compliance experts so that it functions as a cohesive, high performing team which achieves legislative targets and standards while continuously improving the service for their customers

The successful candidate will be:
• An experienced Property Health & Safety Manager with relevant Engineering Qualifications
• A confident and competent manager able to inspire and manage specialist direct reports, influence key stakeholders and use excellent communication skills and technical knowledge.
• Excellent in demonstrating organisational and project management skills and also have the ability to review operational risks, plans and task and manage a team to meeting changing or conflicting priorities
• Able to have the ability to drive continuous improvement, proven track record of building strong relationships at all levels and skilled at communicating appropriate expectations in relation to compliance and technical risk management.
• Conversant in legislation and regulation relating to Fire Safety, Gas Safety, Water and Legionella Safety, Electrical Safety, Asbestos, Passenger Lift and other M&E equipment.

In return, our client will provide you with an excellent and unique Benefits package that can be adapted to suit each individual. They offer employees the opportunity to choose from a wide variety of benefits which includes Health and Well-being Programme, Employee Assistance and discounts with multiple retailers and many more. They also offer an impressive Pension Scheme and 28 days holiday, with the ability to buy and sell up to 5 days.

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 Manager – Contact Centre Manager – Call Centre Manager (Evenings)

Job Ref: DJJM1181
Job Title: Customer Service Manager – Contact Centre Manager – Call Centre Manager (Evenings)
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.

Uwch Reolwr Profiad Cwsmeriaid ac Arloesedd

Disgrifiad Swydd

Teitl y Swydd: Uwch Reolwr Profiad Cwsmeriaid ac Arloesedd
Adran: Profiad Cwsmeriaid
Ystod Cyflog: Cystadleuol
Lleoliad Caerdydd – symud i Bontypridd erbyn 2020
Math o Gontract: Parhaol
Sgiliau iaith Gymraeg: Dymunol
Patrwm Gweithio: Llawn amser. Bydd patrymau gwaith amgen yn cael eu hystyried; fodd bynnag, gall anghenion busnes gyfyngu ar y trefniadau a gynigir.
Cliriad Diogelwch: Mae’r penodiad yn amodol ar gwblhau fetio diogelwch lefel sylfaenol y Gwasanaeth Datgelu a Gwahardd yn llwyddiannus (y safon ofynnol).
Cyswllt: mail@douglas-jackson.com

Pwrpas y Swydd

Trafnidiaeth Cymru (TfW) yw’r cwmni dielw sy’n gyrru gweledigaeth Llywodraeth Cymru o rwydwaith trafnidiaeth o ansawdd uchel, diogel, integredig, fforddiadwy a hygyrch yng Nghymru. Ein cenhadaeth yw Cadw Cymru i Symud trwy ddarparu gwasanaeth sy’n canolbwyntio ar y cwsmer, cyngor arbenigol a buddsoddiad yn y seilwaith.

Gall teithwyr rheilffordd ledled Cymru a’i gororau bellach edrych ymlaen at weld eu gwasanaethau rheilffyrdd yn cael eu gweddnewid, diolch i fuddsoddiad gwerth £5 biliwn a fydd yn ariannu gwelliannau sylweddol i amlder ac ansawdd gwasanaethau Cymru a’r Gororau, yn ogystal â chreu Metro De Cymru.

Bydd yr Uwch Reolwr Profiad Cwsmeriaid ac Arloesedd yn gyfrifol am ddatblygu a chyflwyno glasbrint newydd ar gyfer gwasanaeth gwych, gan sicrhau bod y cwsmer wrth wraidd popeth a wnawn. Gan weithio ar y cyd â chydweithwyr ar draws y cwmni a thrydydd partïon, bydd yr Uwch Reolwr Profiad Cwsmeriaid ac Arloesedd yn cyfrannu at ddatblygu brand Trafnidiaeth Cymru mewn sawl cyfrwng, gan hyrwyddo dull ‘un cywair un llais’, gyda phwyslais ar brofiad cwsmeriaid, er mwyn sicrhau bod cwsmeriaid yn derbyn gwasanaeth cyson wych.

Rolau a Chyfrifoldebau:
• Datblygu, cyflwyno a monitro effaith strategaeth profiad cwsmeriaid.
• Llywio’r gwaith o gynllunio, cyflwyno a gwreiddio diwylliant cwsmeriaid-ganolog a’r rhaglen waith gysylltiedig, o’r syniad i’r realiti.
• Cynghori cydweithwyr a chyflenwyr ar ble, sut a phryd i weithredu gwelliannau, gan amlinellu’r prif ofynion, prosesau a gwelliannau parhaus.
• Arwain a datblygu rhaglen Profiad Cwsmeriaid a sicrhau bod gwasanaeth rhagorol yn cael ei ddarparu i gwsmeriaid a rhanddeiliaid.
• Gweithio gydag uwch randdeiliaid a chyflenwyr trydydd parti i ymchwilio i a deall yr amgylchedd presennol a’r cyfleoedd i newid.
• Gweithio gyda’r timau Cyfathrebu a Phrofiad Cwsmeriaid er mwyn hyrwyddo’r syniad o rannu arferion gorau trwy gyfathrebu, hyfforddiant a chymell effeithiol yn fewnol ac yn allanol.
• Creu cynlluniau i ddatblygu ymddygiad, dysgu a sgiliau ar draws meysydd gweithredol.
• Trwy waith ymchwil, dadansoddi a dealltwriaeth, datblygu a chynrychioli llais y cwsmer ledled y cwmni a’i gyflenwyr a’i bartneriaid.
• Gweithio er mwyn parhau i ddatblygu a gwella profiadau cwsmeriaid gan ddefnyddio dealltwriaeth a dadansoddiad o adborth cwsmeriaid, ynghyd ag adborth y diwydiant, er mwyn darparu strategaethau cwmser-ganolog sy’n gwella canlyniadau i gwsmeriaid a gwasanaethau mwy cost-effeithiol.
• Rheoli ac ysbrydoli’r tîm i gyfrannu’n llawn at fodloni amcanion unigol, y tîm a’r busnes yn llawn.
• Sicrhau bod Trafnidiaeth Cymru yn dal i gydymffurfio â’r newidiadau perthnasol mewn deddfwriaeth ac arferion gorau.
• Rheoli cyllideb benodedig, gan gynnwys rhagfynegi a monitro gwariant a datblygu atebion er mwyn sicrhau’r effeithlonrwydd mwyaf.
• Deall sefyllfa ariannol y cwmni a’r economi ehangach, a sicrhau ein bod ni’n cyflawni gwerth am arian wrth ddarparu gwasanaethau.
• Cynnal eich datblygiad proffesiynol eich hun a bod yn gwbl ymwybodol o newidiadau i reoliadau a datblygiadau arferion gorau.
• Cyflawni unrhyw ddyletswyddau eraill fel bo’r angen, yn unol â’ch rôl a’ch gradd.

Gwybodaeth, Sgiliau, Cymwysterau a Phrofiad

Hanfodol:
• Profiad o weithio ym maes busnes newydd a/neu brofiad o arwain rhaglen profiad cwsmeriaid neu newid diwylliant.
• Profiad o ddatblygu, cyflwyno a monitro effaith strategaethau profiad cwsmeriaid llwyddiannus.
• Profiad amlwg o fethodolegau a mentrau arferion gorau ym maes profiad cwsmeriaid.
• Sgiliau arwain, rheoli newid, rhyngbersonol a chyfathrebu rhagorol (ar lafar ac ar bapur) gyda sgiliau dylanwadu a chyd-drafod da.
• Sgiliau gwneud penderfyniadau clir, ystyriol ac amserol, a’r gallu i ddadansoddi sefyllfa’n gyflym, pwyso a mesur y risgiau a’r cyfleoedd, a chreu atebion er budd y busnes yn gyffredinol.
• Gallu amlwg i ddatblygu, llywio ac ysbrydoli tîm.
• Profiad o ennyn diddordeb a datblygu perthnasau gwaith effeithiol gydag ystod o gwsmeriaid mewnol ac allanol a rhanddeiliaid.
• Profiad amlwg o gydweithio â’r holl bartïon er mwyn cyflwyno amrywiaeth o ganlyniadau busnes.
• Y gallu i hyrwyddo cydweithredu a datrys materion busnes pwysig, gyda phwyslais ar feithrin rhwydweithiau cryf a gwella’r ddarpariaeth gwasanaeth yn gyffredinol.
• Y gallu i weithio ar draws lefelau busnes amrywiol, o’r lefel weithredol i’r rheng flaen, gyda’r gallu i ymgysylltu’n effeithiol â chwsmeriaid.
• Profiad amlwg o gynllunio, blaenoriaethu a chyflwyno gwaith yn gyson i safon uchel ac erbyn y dyddiad cau gofynnol.
• Profiad amlwg o weithio’n dda dan bwysau a gweithio’n hyblyg i reoli blaenoriaethau sy’n cystadlu mewn sefydliad proffil uchel, heriol a chyflym.
• Profiad o ragfynegi a rheoli cyllideb.

Dymunol:
• Aelod o gorff proffesiynol perthnasol.
• Profiad a gwybodaeth am y diwydiant trafnidiaeth.
• Profiad o weithio gyda’r sector cyhoeddus.
• Sgiliau iaith Gymraeg:
– Darllen: dealltwriaeth lawn o’r holl ddeunyddiau sy’n gysylltiedig â’r gwaith
– Siarad: rhugl
– Dealltwriaeth: yn gallu deall pob sgwrs sy’n gysylltiedig â gwaith
– Ysgrifenedig: yn gallu paratoi deunydd ysgrifenedig ar gyfer yr holl faterion sy’n ymwneud â’r gwaith

Cyfleoedd Datblygu

Mae’r swydd hon yn cynnig y cyfle i ddatblygu ystod eang o sgiliau mewn cyfnod datblygu cyffrous ar gyfer trafnidiaeth yng Nghymru. Bydd cyfleoedd i gymryd rhan mewn cyfarfodydd a digwyddiadau proffil uchel, a gweithio gyda rhanddeiliaid mewnol ac allanol allweddol. Mae hon yn rôl a ddaw’n fwyfwy amlwg a bydd cyfle i ddeilydd y swydd ddylanwadu arni.

Sut i wneud cais
Douglas Jackson sy’n ymdrin â phroses ymgeisio’r swydd hon. I wneud cais, anfonwch gopi o’ch CV at mail@douglas-jackson.com neu ewch i http://douglas-jackson.com. Dyfynnwch gyfeirnod swydd: DJKG1253.
Mae rhagor o wybodaeth am Trafnidiaeth Cymru ar gael yn https://tfw.gov.wales

Dyddiad cau
Y dyddiad cau yw 16 Tachwedd am 10 y bore.

Dyddiad(au) Cyfweliad
Cynhelir cyfweliadau ar gyfer y swydd hon ar 28 Tachwedd 2018.

Senior Customer Experience and Innovation Manager

Job Description

Job Title: Senior Customer Experience and Innovation Manager
Department: Customer Experience
Salary Range: Competitive Salary
Location: Cardiff – relocating to Pontypridd by 2020
Contract Type: Permanent
Welsh Language Skills: Desirable
Pattern of Working: Full time. Applications from candidates interested in alternative work patterns will be considered; however, business needs may place limitations on the arrangements offered.Security Clearance: Appointment is subject to the successful completion of a Disclosure and Barring Service Basic level of security vetting (as the minimum standard).
Contact: mail@douglas-jackson.com

Purpose of Post
Transport for Wales (TfW) is the not-for-profit company driving forward the Welsh Government’s vision of a high-quality, safe, integrated, affordable and accessible transport network in Wales. Our mission is to ‘Keep Wales Moving’ by providing customer-focused service, expert advice and infrastructure investment.

Rail passengers across Wales and its borders can now look forward to the transformation of their rail services thanks to a £5 billion investment that will fund significant improvements to the frequency and quality of Wales and Borders services, as well as the creation of the South Wales Metro.

The Senior Customer Experience and Innovation Manager will be responsible for developing and delivering a new blueprint for great service, ensuring that the customer is at the heart of everything we do. Working collaboratively with colleagues across the company and with third parties, the Senior Customer Experience and Innovation Manager will provide input into the development of the Transport for Wales brand across various channels, promoting a ‘one tone of voice’ approach, and will focus on the customer experience to ensure that customers consistently receive a great service.

Role and Responsibilities:
• Develop, deliver and monitor the impact of a customer experience strategy.
• Lead the design, delivery and embedding of a customer focused culture and the related programme of work from concept to reality.
• Advise colleagues and suppliers on where, how and why to implement improvements, outlining key requirements, processes and continuous improvements.
• Lead and develop a Customer Experience programme and ensure that an excellent service is delivered to customers and stakeholders.
• Work with senior stakeholders and third-party suppliers to research and understand the current environment and opportunities for change.
• Work with the Customer Experience and the Communications teams to promote the sharing of best practice through effective internal and external communication, training and coaching.
• Design plans to develop behaviours, learning and skills across operational areas.
• Through research, analytics and insight, develop and represent the voice of the customer throughout the company and its suppliers and partners.
• Work to continually develop and improve the experience for customers by using insight and root cause analysis of customer feedback, along with external industry feedback, to deliver customer focused strategies that improve customer outcomes and more cost-effective services.
• Manage and inspire the team to maintain full engagement in meeting individual, team and business objectives.
• Ensure that Transport for Wales remains compliant with relevant changes in legislation and best practice.
• Manage a designated budget, including forecasting and monitoring spend and developing solutions to maximise efficiency.
• Understand the financial position of the company and the wider economy, and ensure that value for money is achieved when delivering services.
• Maintain own professional development and stay abreast of regulatory changes and developments in best practice.
• Undertake any other duties as required commensurate with the role and grade.
Knowledge, Skills, Qualifications and Experience

Essential:
• Experience of working in a start-up environment and/or experience of leading a customer experience or cultural change programme.
• Experience of developing, delivering and monitoring the impact of successful customer experience strategies.
• Demonstrable knowledge of best practice customer experience methodologies and initiatives.
• Excellent leadership, change management, interpersonal and communications skills (written and verbal) with good influencing and negotiation skills.
• Clear, considered and timely decision-making skills, with the ability to analyse a situation quickly, consider the risks and opportunities and create solutions for overall business benefit.
• A demonstrable ability to develop, lead and motivate a team.
• Demonstrable experience of engaging and developing effective working relationships with a range of internal and external customers and stakeholders.
• Demonstrable experience of working collaboratively with all parties to deliver a range of business outcomes.
• Able to promote collaboration and resolve business critical issues, with a focus on building strong networks and improving overall service delivery.
• Ability to operate across multiple business levels from executive level to frontline, with the ability to effectively engage with customers.
• Demonstrable experience of planning, prioritising and consistently delivering work to a high standard and by the required deadline.
• Demonstrable experience of working well under pressure and of thinking creatively, solving problems and working flexibly whilst managing competing priorities in a high profile, challenging and fast-moving company.
• Experience of forecasting and managing a budget.

Desirable:
• Membership of a relevant professional body.
• Knowledge and experience of the transport industry.
• Experience of working with the public sector.
• Welsh Language skills:
– Reading: full understanding of all work-related material
– Spoken: fluent
– Understanding: can understand all work-related conversations
– Written: can prepare written material for all work-related matters

Development Opportunities
This post offers the opportunity to develop a wide range of skills in an exciting period of development of the transport network in Wales. There will be opportunities to be involved in high profile meetings and events, and work with key internal and external stakeholders. This is an emerging role which the post holder will have the opportunity to influence.

How to Apply
The application process for this role is being handled by Douglas Jackson. To apply for this role, please send a copy of your CV to mail@douglas-jackson.com or visit http://douglas-jackson.com. Please quote job reference number DJKG1253.
For further information about Transport for Wales please visit https://tfw.gov.wales

Closing Date
The closing date for applications is 10am on 16 November 2018.

Interview Date
Interviews for this role will be held on 28 November 2018.

Resource Planning Manager

Job Ref: DJPF1222
Job Title: Resource Planning Manager
Location: East Midlands, Northamptonshire, Cambridgeshire
Salary: £45,000
Employment Type: 12 Month FTC

This is a 12 month FTC for an experienced Resource Planning Manager to manage a team of Analysts to deliver end to end Resource Planning within a multi-channel Contact Centre operation.

Some of the Responsibilities include:
• Leading the team to ensure resources are effectively deployed across all business areas through the delivery of the planning cycle for telephony, back office and retail activities within a multi-skilled & multi-site operation
• Anticipating business needs and requirements through monitoring and analysis of trends and data, in order to provide mitigation options to the Operation
• Driving continuous improvement in all processes and systems used within Scheduling & Forecasting.

If you are interested to apply:
• Ability to translate & implement plans
• Be able to work with all teams across the group to promote the benefits of effective planning and display the appropriate leadership qualities while doing so
• Extensive knowledge of Workforce Management systems and working knowledge of telephony applications
• Ability to analyse complex situations and data and take rapid remedial action
• Extensive knowledge of Verint Workforce Management systems and working knowledge of Avaya telephony applications

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 Experience Manager – Customer Journey Manager – Roadmap Manager – Digital Journey Manager

Job Ref: DJJM1180
Job Title: Customer Experience Manager – Customer Journey Manager – Roadmap Manager – Digital Journey Manager
Location: Slough – Maidenhead – Reading – High Wycombe – Basingstoke – Berkshire – South East
Salary: Up to £60,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Customer Experience Manager – Customer Journey Manager to take responsibility for a multi-channel, digitally aligned and ever evolving customer experience operation.

As the Customer Experience Manager – Customer Journey Manager within customer service, you will work with the senior customer management team to identify and develop the best customer journey through every channel, using insight, data and market intelligence to drive a positive Customer Journey and have a positive impact on NPS/CSAT scores.

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 outcomes.

Some of the duties and responsibilities for the Customer Experience Manager – Customer Journey Manager will include:

• Champion the design and implementation of the customer journey over every customer channel.
• To build and maintain solid long-term relationships with internal stakeholders
• To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
• 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 the customers

If you are interested in applying for this position, you will need a proven track record as a Customer Experience Manager – Customer Journey Manager, working with a team of customer service professionals to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

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.

Real-Time Manager

Job Ref: DJPF1218
Job Title: Real-Time Manager
Location Leeds
Salary: £35,000
Employment Type: Permanent

As Real-Time Manager you will ensure the delivery of exceptional levels of planning, deploying appropriate resource to meet business needs and you will lead the consistent achievement of service level requirements. Managing & motivating a team of Real-Time Planning specialists, where applicable.

Alongside performance improvement it is also imperative that the role be a positive and supportive intervention to ensure that FTE is operating at optimum level. Interacting and influencing key stakeholders is a necessity at all levels, including Senior Management and Support Teams.

Some of the Responsibilities include:

• To lead and develop a team of Real-Time Analyst, producing exceptional levels of resource optimisation and workload management.
• Complete regular performance and wellbeing reviews with individual team members
• Drive operational performance & efficiency
• Drive Intraday/real-time issue resolution and planning
• Identify & react to opportunities for continuous improvement
• Review, analyse, and present on various elements of planning & performance
• Manage the approach to agent activity & adherence via use of relevant systems, facilitating productivity improvements and service level attainment.
• Manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
• Create, develop, and deliver analysis to a wide range of stakeholders.
• Ensure findings from real time analysis are fed through to the end to end planning process.
• Challenge and improve ways of working in order to drive efficiency, resulting in cost savings through reduction in FTE.

If you are interested to apply:
• Previous experience in a planning
• WFM systems
• MS Excel
• Good knowledge of workforce management processes and principles
• Strong numerical background
• Ability to build relationships and networks at all levels
• Good understanding of call centre type statistics and systems

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.