Customer Relations Manager – Complaints Manager – Customer Resolutions Manager

Job Ref: DJJM1200
Job Title: Customer Relations Manager – Complaints Manager – Customer Resolutions Manager
Location: Warwick – Birmingham – Coventry – Northampton – Solihull
Salary: £35,000-40,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Resolutions Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer resolution operation.

The Complaints 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 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 Complaints Manager, you will work with the customer experience manager to better understand the root cause of complaints and identify pre-emptive solutions to fix the process and develop best practice, driving a positive and efficient complaints process.

You will take full ownership and responsibility for the end to end process of escalated complaints and be the key contact with the regulator, resolving and complying with the regulated guidelines, you will suggest improvements within processes, dealing with escalated complaints nurturing, coaching and developing a skill for colleagues on how best to deal with complaints prior to escalation to reduce the level of escalated complaints.

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:
• Full ownership of the end to end process of escalated complaints
• Review and enhance polices and procedures within the complaints department
• Positively influence and contribute to the team culture
• Provide exceptional customer service via phone, email, live chat and social media
• Work closely with customer experience to review root cause analysis and suggest improvements
• 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 Complaints 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 organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

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

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

Customer Service Manager – Contact Centre Manager – Call Centre Manager (Home Based) (Overnight)

Job Ref: DJJM1181
Job Title: Customer Service Manager – Contact Centre Manager – Call Centre Manager (Home Based) (Overnight)
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 overnight team, 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 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.

Head of Contact Centre

Job Ref: DJMA1771c
Role: Head of Contact Centre
Location: South East
Salary: £50-60,000 base salary dependent on candidate plus 15% bonus and bens
Job Type: Permanent

An opportunity to join a growing online and ecommerce business for an experienced senior customer contact centre leader. Using your skills and expertise you will help guide and develop this contact future growth strategy and delivery of day to day operations. The business and contact centre are experiencing year on year rapid growth, developing their employee and customer experience strategy.

You will work with the senior stakeholders, a team of experienced, energetic professionals from the retail, online and ecommerce market place to identify and understand the voice of the customer, developing root cause analytics and trends, you will be able to prepare and present continuous improvement to eradicate and smooth any potential customer issues and drive customer and employee performance.

The business is growing 30% year on year and as such expectation around the development of their recruitment, onboarding, training, retention, tools and technologies to ensure a continued exceptional customer service is high.

As a rapidly growing business, although this is a senior leadership position, you will also be hands on and highly visible across both the customer contact centre and wider operation.

If you are interested in applying for this position you will need a proven track record of working within an online, retail, ecommerce environment and a good idea of growing and scaling a customer operation including development of process, tools and technology.

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.

Contact Centre Manager (Senior Contact Centre Manager)

Job Ref: DJMA1783
Job Title: Contact Centre Manager (Senior Contact Centre Manager)
Location: Gloucestershire (South West/Midlands)
Salary: £55-65,000 base including car allowance, bonus, bens, life, pension etc
Job Type: Permanent

An opportunity for a creative, professional contact centre leader who is looking to move and function beyond a traditional contact centre manager role. This role will require a customer operations leader who can not only develop, nurture and empower their team, being there for them as a mentor and leader but also someone who can identify, develop and present a persuasive business case for continuous improvement and transformational change to board and director level.

This is a multi-disciplined, financially regulated contact centre, dealing with sales, service, complaints, loyalty and retention in a front and back office environment.

The Contact Centre Operations Manager will lead a large team through Managers and have responsibility for the development, performance and growth of the contact centre and team members, ensuring that targets are achieved across both sales and service objectives.

The successful individual will lead by example, driving engagement the nurturing and embedding the right team behaviours to develop and support future strategies, collaboration, continuous improvement and adaptable, capable operation.
You will take a lead role ensuring the delivery of a compliant customer operation and delivering customer service, complaints and strategic performance.
Recruit, develop and motivate the team to improve overall capability and performance providing effective talent, succession planning and performance management.
Prepare and present reports based on insight and analytics, work with senior leaders and colleagues, through your excellent communication skills ensure understanding of strategic goals are clear and can be successfully implemented.
To drive contact centre best practice, ensuring the right tools, processes and procedures to maximise each opportunity, with proven experience managing a contact centre, driving and developing highly effective change, whist delivering against performance targets and objectives.

To apply for this position please forward a copy of your CV to us. 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 – Operations Manager

Job Ref: DJJM1196
Job Title: Customer Service Manager – Contact Centre Manager – Call Centre Manager – Operations Manager
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.

Resource Planning Manager

Job Ref: DJPF1238
Job Title: Resource Planning Manager
Location Leeds, Yorkshire
Salary: £34,700
Employment Type: Permanent

My client is looking for a Resource Planning Manager to manage the End to end Planning process for their contact centre. You will take ownership of the strategy, development and long-term success of the resource planning function which consists of carrying out tasks such as planning the effective utilisation of the workforce, forecasting, scheduling and real-time on multi-channels i.e. Voice, Email, Online Contact, Live Chat, SMS.

The role holder will also have responsibility for the production and delivery of management information. Being able to deliver actionable insights so the department can continually improve. This role is an excellent opportunity for someone who is looking to take a step up into a management role within a Planning capability.

Some of the Responsibilities include:
• Provide accurate forecasting of both multi-channel workloads and resource requirements
• Accurately planning and communication of all shift patterns for customer service resource
• Provide recommendations and solutions for ongoing improvements to workforce overall shift pattern structure
• Provide accurate forecasting for recruitment requirements in relation to numbers, timing and shift patterns
• Planning and managing resources to effectively meet the needs of the business
• Provide accurate and timely business and performance reports for both internal and external customers
• Communicate information effectively and in a timely manner to all areas and levels within the business
• Preparation of daily, weekly and monthly reports and analysis comparing actual performance to the forecast and providing recommendations to improve accuracy of future forecasts
• Work closely with the Operations Manager and Team Leaders to ensure appropriate staffing levels are met and identify ‘what if’ planning and analysis opportunities to drive operational efficiencies
• Ensure shrinkage measures are kept up to date and real time in conjunction with Team Leader
• Research and develop new performance monitoring and analytical techniques
• Management of leave requests and allowances ensuring service levels are met

If you are interested to apply:
• Strong experience in fast paced Contact Centre environment delivering effective resource planning
• An in-depth understanding of manual forecasting methods and formulas.
• Strong communication, collaboration and influencing skills to work at all levels
• Good level of skill with all Microsoft packages with Advanced level skills in Excel

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/Team Manager Customer Service

Reference – DJJM1190
Job Title: Team Leader/Team Manager Customer Service
Location: London – Greater London – South East
Salary: £30-35,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Customer Service Team Leader/Team Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.
The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Team Leader/Team Manager within customer service, you will work with the 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 Customer Service Advisors to enhance their skills 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.

Some of the duties and responsibilities for the Team Leader/Team Manager will include:
• 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 Team Leader/Team Manager, working with a team of customer service advisors 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, 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.

Client Onboarding Consultant

Job Ref: DJJM1187
Job Title: Client Onboarding Consultant
Location: London – Greater London – South East
Salary: £35,000 – 38,000 plus bens
Job Type: Permanent

An opportunity for an experienced Client Onboarding consultant to take responsibility for the end to end process, looking at continuous improvement and identifying trends and unusual activity, liaising and managing key stakeholders where appropriate.

The Client Onboarding Consultant will be responsible for Onboarding new clients, sharing technical expertise, advice and guidance with the onboarding team, reviewing and assessing the risk of new client applications which have been escalated by the onboarding team, looking at continuous improvement of internal procedures and policies. Overseeing the identification of high risk applications including PEP’s.

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

As the Client Onboarding Consultant, you will work within the B2B part of the business working closely with SME businesses 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:
• 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 escalated 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 customers

If you are interested in applying for this position, you will need a proven track record within Client Onboarding, you will need to have a professional qualification in KYC, KYB or AML. Experience within a regulated environment is essential, 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.

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.

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.