Team Leader or Team Manager (Contact Centre)

Job Ref: DJKG18434
Job Title: Team Leader or Team Manager (Contact Centre)
Location: Coventry/Warwickshire/Birmingham
Salary: £30 to £32k depending on experience + excellent benefits
Permanent: Mon to Sat 6.30am-10pm shift pattern Sat-Sun 8am-8pm, Bank Hols 9am-5.30pm. Longer term operating hours may expand to 24/7 to support global customers.

You will be working in synchronisation with the Resource team to forward plan and ensure delivery of service performance across the multi-channel contact centre operation. You will deliver exceptional results of departmental KPI’s and objectives across our voice and non-voice platforms.

You will collaborate with continuous improvement stakeholders and be responsible for supporting the implementation of the contact strategy to deliver an engaging, customer centric service through low effort customer interactions to build loyalty.

Some of the key responsibilities for this role will include:
• Overall accountability and responsibility to meet all KPI targets across all channels for your direct reports.
• Managing and leading your direct reports in understanding and implementing business processes and policies. (Conduct and capability)
• Identifying underlying issues in performance and manage actions through to resolution stage
• To improve customer experience and customer satisfaction (CSAT) within the Operations team by understanding customer feedback, customer journey improvements, trends and issues within the interactions and the provision of the service.
• To increase stability through standardisation (Macros), embedding consistency in process and operating methodology working with the business Improvement Manager.
• Identifying and working on ways to improve performance
• Working as a part of the senior team to identify opportunities, risks, issues, and operational plans designed to meet the business strategic goals.

If you are interested in applying for this role you will need to be an experienced Senior Team Leader or Team Manager within a contact centre and be able to work remotely as well as being office based in Coventry. Knowledge of Zendesk and 8×8 platforms is desirable but not essential if you have experience in similar systems.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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 Field Operations

Job Ref: DJHC4310
Job Title: Head of Field Operations
Location: South East with national travel
Salary: Up to £90k salary plus benefits
Employment Type: Permanent

I am looking for a talented Head of Field Operations for a global organisation. This role will involve significant UK travel.

You will take operational responsibility of the field based service team, embedding a ‘sales through service’ culture and driving Customer Experience aligned to the brand ethos and values.

• Manage a field based team of approx. 150FTE located across the UK
• Aligning the performance of service operation to provide maximum Customer Experience outputs
• Embedding a sales through service culture and creating additional revenue streams for the business
• Be accountable for the performance of the field based operation ensuring efficiencies are maximised
• Significant Employee Engagement facilitating new performance, Customer and commercial strategy delivery

Key requirements and behaviours:
• Demonstrable experience of successfully motivating and engaging field based teams across large geographical areas (national would be an advantage)
• Experience embedding and driving behaviours that are aligned to brand values
• Proven ability of driving large teams to maximise revenue and promoting the identification of sales opportunities
• Experience of successfully leading and motivating operational teams significantly increasing Employee Engagement
• Customer centric having spent significant time contributing to company-wide customer agendas and advocating Customer Experience excellence
• Extremely performance focused
• Strong commercial acumen
• A driver of change
• Peoples person being able to effectively build credible relationships at all levels
• Continuous improvement mindset
• Continuously striving for excellence

If you are interested in applying for this position, you will need to have a proven track record of managing diverse field based teams in a customer service environment in very customer centric cultures.

You will need credibility to influence change at a senior level and be very performance and outcome driven. Experience working for a branded organisation is a must due to the realignment to the brands ethos and values.

To apply for this position please forward a copy of your CV to: or visit us at: 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.

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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.