Head of Customer Operations – Head of Operations

Job Ref: DJJM1258
Job Title: Head of Customer Operations – Head of Operations
Job Location: Crawley
Salary: Up to £75k plus bens
Employment Type: Permanent

Reporting to the Customer Service Director, this role is with a successful organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in improving service delivery across the business. Working as part of the senior management team you will input into future strategy and development, drive continuous improvement and deliver an enhanced operation by fully engaging your colleagues.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• To review and enhance customer contact strategy
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Build, Maintain and develop outsourced relationships
• Provide lead on contact centre change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for understanding customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes, have a good understanding and passion for new technology and customer interaction channels. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, 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.

Head of Customer Service Operations

Job Ref: DJHB1037
Job Role: Head of Customer Service Operations
Location: South Midlands
Salary: £50,000 – £60,000 per annum + bonus and benefits
Job Type: 6 month fixed term contract

An exciting opportunity has arisen for a Head of Customer Service / Contact Centre Manager to join an established Midlands-based organisation.
Reporting to the Customer Service Director, you will be responsible for the delivery of a customer service operation of between 100 and 150FTE for the business and will be required to lead and drive the operational customer service strategy for the organisation.

Working within a dynamic team, you will be responsible for:
• 3 Shift Managers who are looking after a 24/7 365 operation.
• Taking ownership of the delivery on the customer service department across a diverse customer operation.
• Delivering and implementing the ongoing operational strategy for the consistent performance of the customer service team.
• Driving an evolving culture to continually improve processes and procedures to benefit the customer journey.

You will ideally be:
• Experienced in managing a team at Head of level, reporting directly into Directorship.
• 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 Senior leaders to achieve.
• Experience within a regulated sector would be a huge advantage.

This is an opportunity to join an established organisation with a great brand and reputation who are driving change, positive culture and development of the team internally. You will be required to manage an operation of up to 150FTE with the support of a Management 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 any discussions or offer any assistance regarding sponsorship.

Head of Partner (Contact Centre Outsourced Relations)

Job Ref: DJMA1826
Job Title: Head of Partner (Contact Centre Outsourced Relations)
Location: UK with travel
Salary: to £80-90k plus bonus dep on candidate
Job Type: Permanent

An opportunity for an individual to take responsibility for the third-party relationships, commercials and performance of the sales channel partner programmes.

Owning the partner programme strategy for sales you will work with the senior leadership team, working collaboratively and closely across the operation, to understand, influence and develop customer contact strategy, marketing, channel contact and pricing, whilst delivering a fully compliant regulated operations across multiple sites. Looking to develop, and implement continuous improvement across people, process tools and technology to deliver an improved sales performance.

If you are interested to apply for this role, you will have proven experience owning an outsource programme, performance and contract relationship, with good experience of inbound and outbound sales channels and strategy. You will need the gravitas and influence to work within a large complex business to achieve an uplift in performance and people 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 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.

Team Manager

Job Ref: DJKG1294
Job Title: Team Manager
Location: Harlow
Salary: £25k to 30k
Employment Type: Permanent

An opportunity for an experienced Team Manager to join this well-established organisation, working in a high touch, quality led customer service function. This business will be undergoing significant transformation and change, and you will play a key part in enabling, coaching and developing your team to adapt and thrive to deliver an exceptional customer service.

This is a key role within this organisation. The main remit for this role is to manage the day to day delivery of customer service in a high volume, changing environment, helping implement change and transformation, and up skilling your advisors to develop a truly multi skilled team.

As a hands-on Team Manager, you will be great with people and the development, growth and engagement of your team. Through 121’s and coaching, you will help the team thrive and adapt to deliver a great customer experience.

Where necessary you will deal with any escalated issues for both the team management and customer complaints.

• Provide direct line leadership and management of the team
• Empower the team through training and development and execute outstanding customer service
• Help implement and support short- and long-term change plans whilst ensuring quality standards and continuous improvement is delivered
• Working closely with internal and external stakeholders

The team will be working 8am to 8pm on a 6-day working week, so some shifts and flexibility will be required to ensure the hours are covered with your colleagues.

We are looking for a strong experienced Team Manager/Team Leader, within a customer service environment. An individual with a great deal of people, culture and customer skills.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused 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.

Motor Claims Manager – Claims Operations Manager – Claims Manager

Job Ref: DJJM1242
Job Title: Motor Claims Manager – Claims Operations Manager – Claims Manager
Location: Madrid
Salary: 35,000 – 40,000 euro plus bens
Job Type: Permanent

We have an opportunity for an experienced Claims Manager who has experience and knowledge of Motor Insurance claims to take responsibility for a wider Claims assessment function looking at continuous improvement and identifying trends and root cause to improve operational process, liaising and managing key stakeholders where appropriate.

The Claims Manager will be responsible for refining operational processes, procedures and customer journeys to make sure the overall claims process is as lean, fast and efficient as possible. You will share technical expertise, advice and guidance with the management team.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Claims Manager, you will work across all claims departments, working closely with the team as well as 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:
• Assessment of process, procedure and policies, driving lean methodologies to create the most efficient operation.
• Conducting Due diligence using methods and practice.
• Positively influence and contribute to the team culture along with sharing best practice
• Provide exceptional customer experience by reviewing customer journey and root cause analysis
• Drive continuous improvement ethos within the team and the wider business
• Define and develop opportunities to improve processes, procedures and a better service proposition to customers

If you are interested in applying for this position, you will need a proven track record within Motor Claims management, you will need to have worked at a senior level previously and experience within a regulated environment is essential, however the ability to think differently, challenge the status quo whilst 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.