Head of Customer Experience

Job Ref: DJMA1740
Job Title: Head of Customer Experience
Location: South East – Central London
Salary: £60-80,000 base plus bonus bens and equity incentives

This is an opportunity to take the lead on the development and delivery of the customer service and customer experience within this fast growth, ambitious digitally led business.

In their early stages of development but with strong VC backing and investment, this business are already the market leader, profitable and are experiencing double digit growth which is expected to continue for the coming years.

They are looking for a hands-on, strategic leader to join the senior management team, working as the customer champion and to take what is initially a smaller customer service function to deliver best in class customer experience to a dual customer in a digital

Some of the responsibilities will include:
• Set the strategic vision for customer service and the wider customer experience in a digital user environment.
• Recruit, train and develop a high performance, highly engaged team.
• Set the tone of voice and communication strategy across a multi-channel contact environment, with a focus on digital.
• Set and deliver best in class customer service.
• Develop continuous improvement, recommending and implementing process, tools and technologies which will deliver an enhanced digital and customer experience.

If you are interested in applying for this role you will be a commercially, customer focused leader, ideally within a digitally led customer operation, or with exposure to a high level of digital users and have experience of defining the digital customer journey and experience. You will also need to evidence the ability to scale an operation efficiently and effectively whilst maintaining and delivering an excellent customer proposition.

This role is leading a small team but will require a great deal of influence and strategy development and delivery, so a strategic thinker with a hands-on approach to ensure the strategy is fully implemented, embedded and delivers the required results will be required.

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.

Senior Contact Centre Manager

Job Ref: DJMA1736
Job Title: Senior Contact Centre Manager
Location: South East (Bedfordshire, Buckinghamshire, Northamptonshire, Oxfordshire and North London commutable locations)
Salary: £45-50,000 base, 15% bonus, company car plus bens

Opportunity to join a leading brand who have achieved No 1 status across their highly competitive market for customer service. The ongoing challenge; to continue to develop an innovative range of solutions and offerings whilst ensuring that customer service and the overarching customer experience is centre stage in the ongoing strategy development, identification of continuous improvement, performance and efficiencies.

You will be a proven contact centre manager who has experienced delivering effective programmes of change that have achieved uplifts in performance, efficiencies and have achieved uplifts in customer satisfaction, loyalty and retention.

Working within a regulated environment you will need to develop, train and coach your contact centre team, your experiences, feedback and enthusiasm will and can make all the difference to build an engaged, fun, motivated team, focused on the customer and doing the right thing but with an understanding and accountability for the commercials and compliance.

A customer advocate, you will be a passionate leader of people and want to be part of a high-performance team, in a high profile leading brand. Excellent stakeholder management and relationship skills will also be required.

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.

Customer Service Manager

Ref: DJAD1024
Role: Customer Service Manager
Location: Haywards Heath
Salary: £50k – £70k

A well known company based in Sussex is looking for a Customer Service Manager to join their management team during an exciting time of transformation. The role will be responsible for the day to day delivery of the operational plan – ensuring that the customer is at the heart of the operation.

Duties of the role include:
• Leading not only your team but the culture, pace and tone of the environment.
• Mentoring and coaching future leaders to adopt the culture of achievement and motivation.
• Delegating opportunities appropriately to develop talent.
• Contribute to the high performance and continuous improvement in the contact centre environment.
• Work closely with senior management to agree standards and drive adherence to the agreed processes.
• Accountability for the development of around 200 FTE.

You will be a leader not only passionate about employee engagement and creating a best in class culture within the working environment but the customer will also be at the heart of all of your decisions. You will require excellent stakeholder management, experience of operational management and delivering best practise, have proven experience in driving continuous improvement strategy, finally experience with 100+ FTE.

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, 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.

Contact Centre Team Manager

Job Ref: DJMA1731
Job Title: Contact Centre Team Manager
Location: South East – Hampshire
Salary: £25k base bonus bens.
Monday to Friday 9-5 or 10-6 and 1 in 4 Saturdays required 9-5.

If you are passionate about delivering a great customer service and want to join a forward thinking continuous improvement environment, working with many leading and trusted brands, this role might be for you.
This is an opportunity for a Customer Service Contact Centre Team Leader to lead a team of customer advisors, communicating company goals and delivering a high-touch customer experience strategy.
You will motivate team members and assess performance through the quality management programme. Working alongside the management team, the Team Leader will provide day to day contact centre support, including hiring and training to ensure their team meet all agreed SLA’s and KPI’s.

Duties and Responsibilities will include:
• Delivery of “High Touch” service to our customers and consumers
• Monitor performance of team members and take action where required (using SMART plans) to ensure KPI’s and SLA’s are met.
• Develop strategies to promote team members adherence to company goals.
• Conduct regular one to one and team meetings to communicate key messages.
• Provide training, coaching and support to your team as agreed on individual performance meetings.
• Resolve any escalated customer and consumer complaints and highlight any trends or risks to the management team.
• If you are interested in applying for this role, you will have experience within a contact centre and leading and managing a team, with a clear focus on the customer.

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.

Continuous Improvement Manager

Ref: DJAD1020
Role: Continuous Improvement Manager
Location: Nottingham
Salary: £75,000

A well-established insurance business based in the East Midlands is looking for an Continuous Improvement Manager to join their transformation team on a permanent basis.
As the Continuous Improvement Manager, you will play a pivotal role within the business helping to shape and manage the relatively newly formed Continuous Improvement team, embedding a culture of continuous improvement and operational excellence and unlocking opportunities from new and existing data sources.

Your key responsibilities will include, but not be limited to the following:
• Management and development of your team (3 direct reports) consisting of Continuous Improvement, Business Analysis and Knowledge experts
• Responsible for the storage of all operational process maps, ensuring that they are kept fully up to date, with appropriate version control, to reflect all operational change and be responsible for all changes being reflected in the Knowledge Base used by our customer facing colleagues
• Ensuring processes are optimised and continuously improved using professionally recognised methods eg Lean/Six Sigma.
• Facilitate problem solving sessions such as Kaizen or Workouts to lead teams to address issues and challenges identified
• Lead site/functional teams on Contact Centre specific or cross-business unit improvement initiatives
• Identify potential initiatives during site interaction or assessments
• Escalate and remove barriers to Improvement initiative progress
• Provide support and management to the Knowledge Team in the capture and storage of process procedure and knowledge
• Provide support, direction and management to the Business Analysis team in the capture of and the analysis and delivery of requirements.
• Provide Support, direction and management to the Process Team in the capture, analysis and recommendation of new and amended processes.
• Communicate frequently with The Head of Continuous Improvement and the Head of Contact Centre Change on progress with Continuous Improvement and Operational Excellence

As a Continuous Improvement Manager, you will have previous experience of applying Lean and / or Six Sigma techniques within a professional level contact centre environment, with prior supervisory and management responsibilities.
In return you will receive a competitive salary, 25 days holiday plus bank holidays, life assurance, pension, various discounts.

If we wish 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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Contact Centre Manager (Initial 6m FTC poss perm contract following)

Job Ref: DJMA1729
Job Title: Contact Centre Manager (Initial 6m FTC poss perm contract following)
Location: Midlands
Salary: £35-45,000 base plus bonus, bens.

This is a potential permanent opportunity, but on an initial six-month interim fixed term contract, for an experienced Contact Centre Manager to take on a highly autonomous role. Reporting to the Operations Director and leading a specialist team within this a high-profile business.

They will be looking for an individual who can identify and drive continuous improvements; to realise better employee engagement, advanced customer contact initiatives such as live chat, sales through service opportunities, training and knowledge base for the team and the development of customer insight and analytics.

• You will take charge of the existing customer service centre to ensure that all calls, current KPI’s and SLA’s are adhered too.
• Act as the Voice of Customer across the business to develop wider awareness and enhanced customer process and experience initiatives.
• Liaise with marketing to develop and identify customer communications.
• Develop Insight and analysis to help improve customer satisfaction, sales and employee development.
• Work closely with the Operations Director to develop strategic initiatives and present opportunities for the development of best practice, tools and technologies.

If you are interested in applying for this position, you will need proven contact centre management experience. You will have some clear evidence of being able to utilise insight and analytics to drive continuous improvement and enhanced customer services, sales and employee engagement.

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.

Head of Short Term Resource Planning

Ref:                DJPF1125

Job Title:      Head of Short Term Resource Planning

Location:      UK Wide

Salary            £90,000 – £95,000 plus Car Allowance, Bonus and Benefits

 

My client is an instantly recognisable leading brand who are looking for a Head of Short Term Planning.

The Role:

The Role holder will be responsible for the short-term resource planning team.

  • Responsible for Providing short term perspectives (1 week – 6 months) of resource requirements
  • Support the business strategy and change of customer operations
  • Be responsible for the resource scheduling service for the customer contact operations.

The Candidate

My client is looking for someone that is experienced in leading a large resource planning team and has experience of working on contact centre strategy and change projects. The successful candidate will have a passion of resource Planning and be driven by working in an exciting environment for a successful team.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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

 

Head of Customer Services

Job Reference: DJHC4247

Job Title: Head of Customer Services

Location: South West

Salary: Up to £70k salary + benefits

I am looking for a dynamic Head of Customer Services who can create and deliver an effective operating model across a contact centre function. The function is currently made up of inbound customer service, aftersales, and an outsourced sales operation.

This is high impact and exceptionally exciting role with a rapidly expanding organisation.

Some of the responsibilities will include:

  • Drive change across the customer contact operation in order to deliver customer service excellence across voice, e-mail and live chat
  • Set customer service standards and ensure the team equipped to deliver them
  • Create and deliver against KPIs in order to drive improvement
  • Report regularly to senior management and identify strategies to address any improvements or problems
  • Constantly monitor the effectiveness and productivity of the operation and ensure the appropriate processes are implemented and adhered to
  • Forecast and plan in order to maintain service levels throughout periods of high demand and for customers in different time zones
  • Drive behaviour that delivers exemplary customer service
  • Develop a customer feedback mechanism and ensure the effective change of process as necessary to improve the customer experience

You will dynamic Leader of people who can engage with people at all levels and effectively drive change in a fast paced environment.

To apply for this position please forward a copy of your CV to: mail@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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Planner – Strategic Workforce Planning

Ref:                DJPF1124

Job Title:      Resource Planner – Strategic Workforce Planning

Location:      Birmingham

Salary            up to £40k plus benefits


Working for a well-established company that due to expansion is looking for a Resource Planner

My client is a leading global organisation within an exciting and unique industry.

The Role:

The purpose of the role is to provide the right people, in the right place at the right time to ensure that projects are completed on time.

  • Timely matching of resources to resource requests via a role-based resource Management (Oracle)
  • Responsible for resource planning 200-400 people across a business line
  • Resourcing BI and Metrics
  • Support specific intervention on Strategic Workforce Planning, to include efficiencies, growth, recruitment and pipeline Analysis.

The Candidate

My client is looking for someone that is experienced in resource management and has experience of working within the strategic planning tool e.g. Oracle. The successful candidate will have a passion of resource management and be driven by working in an exciting environment for a successful team.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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

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

 

 

 

Contact Centre Operations Manager – Offshore (will require regular travel to India)

Job Ref: DJHC4246
Job Title: Contact Centre Operations Manager – Offshore (will require regular travel to India)
Location: Midlands
Salary: £40-45,000 base bens and bonus all included dep on cand.


This is a great opportunity to help develop and be responsible for the Offshore Outsourced Contact Centre and Contract based in India. You work to develop and forge an engaging, collaborative partnership which will work to deliver great customer service outcomes and continuous improvement in line with the business strategies.

The role will be based in the Midlands but will require regular travel and time offshore.

Some of the responsibilities will include:
• Empower and support the offshore team ensuring they meet performance requirements, SLAs and are encouraged to increase productivity
• Ability to balance and manage priorities
• To encourage and maintain good working relations between the business and their third party supplier outsource providers.
• Regularly travel to India to embed expectations, resolve any issues that may arise and ensure consistency in reaching SLA targets
• Ensure all legal and statutory compliance as a business
• Determine operational strategy by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Liaising with the training department to formalise L&D processes and develop best practices and procedures
• Work closely with internal and external stakeholders, to support and lead other key projects as required

If you are interested in applying for this role, you will need previous experience working within a contact centre outsource/offshore, or vendor management position and be used to dealing with contractual elements.

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 specifically within the Executive and Skilled Customer focussed recruitment market place: We place individuals who effectively improve your Customer Service, who design, your Customer Strategy, who plan your Resource Planning and Workforce Management, transform your Customer Experience, who deliver Customer Insight, or lead and manage your 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.

Operations Recruitment, Sales Recruitment, Strategy Recruitment, Customer Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.