Customer Relations Manager (Complaints Manager)

Job Ref: DJMA1834
Job Title: Customer Relations Manager (Complaints Manager)
Location: Midlands
Salary: £60-70,000 Base bonus and bens
Employment Type: Permanent

An opportunity for a proven Customer Relations, Complaints Manager to join a regulated organisation.

The business will be looking for an individuals used to regulatory complaints management, someone who is able to take a fresh look at complaints, driving and implementing a change in behaviours and culture, an individual who knows what good looks like, is interested in market developments and best practice. They will want to appoint a leader who is a strong people manager, one that takes people with them and has a strong coaching approach.

If successful, you will bring a function together and embed a successful complaints strategy which delivers on customer relations, customer service and the customer experience. Working collaboratively with the wider business to adopt customer service values and help identify root cause, driving continuous improvements and hopefully creating a best in class business operation.
If you are interested to apply you will have need to have a background in complaints management across a regulated sector, have a very strong coaching leadership style and are able to lead a team in the adoption of change, culturally, behaviours, tools and process.

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.

Project Manager

Job Ref: DJJM1263
Job Title: Project Manager
Job Location: London
Salary: up to £35k plus bens
Employment Type: Permanent

Working within the project management team, this role is with an organisation which is growing and expanding, operating within an evolving and competitive market sector. The post-holder will play a pivotal role in programmes across the contact centre and wider operations. Working as part of the project management team you will input into future strategy and development, drive continuous improvement and deliver technology enhancements.

Responsibilities will include:
• Manage project delivery from beginning to end.
• Build and maintain successful relationships across key stakeholders
• To make sure all relevant targets and deadlines are met
• To evaluate, rethink and amend current programmes where necessary
• To work with contact centre professionals in order to help them fulfil their needs
• Develop and manage continuous improvement of process

The ideal candidate will have a passion for customer service with a specific concentration on new technologies and process efficiency. You will be able to evidence first-hand experience of developing & delivering relevant customer service technology have a good understanding for new technology and channels. Individuals with excellent communication skills, who can cite significant experience of project leadership, change and strategy, in conjunction with multiple stakeholder groups and contact centre experience, may have an advantage.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Team Leader (Customer Service)

Job Ref: DJHC4298a
Job Title: Team Leader (Customer Service)
Location: Oxfordshire
Salary: Up to £31k Salary
Employment Type: Permanent

I am looking for a people focused Team Leader, to manage customer service agents and take ownership of the team, driving best practise and creating a culture of excellence.

Responsibilities:
• Leadership and direction of team; including change leadership, planning, setting priorities and creativity
• Ensures all KPIs across the contact centre are met or exceeded
• Analyses customer feedback and drives continuous improvement
• Resolution of all operational customer service issues
• Attend regular internal and external reviews to drive and monitor customer satisfaction and performance
• Investigate operational issues and customer complaints
• Develop strong relationships with all internal and external stakeholders
• Strong focus on coaching and development of direct reports
• Create a high performing team and encourage continuous improvement
• Conduct the relevant number of 121’s, reviews and appraisals
• Involvement in ongoing recruitment activity ensuring cultural fit
• Manage and support the team to achieve their objectives and encouraging the right behaviours
• Manage one’s own personal development

Key Behaviours:
• A strong Team Manager who can manage and lead from the front
• Customer centric and somebody who always looks for the best customer outcomes
• Peoples person being able to effectively build credible relationships at all levels
• Dedicated to coaching and developing team members
• Performance focused

If you are interested in applying for this position, you will need to have a proven track record of working in a contact centre environment, in a management capacity.

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.