Quality Coach / Trainer – Customer Services – 12 month FTC

Job ID: DJHB1004
Job Title: Quality Coach / Trainer – Customer Services – 12 month FTC
Location: Kent
Salary: up to £25,000 + 10% bonus bens
Employment Type: 12 month FTC

Are you an experienced coach / trainer with experience working for a luxury retail brand or within a contact centre environment?

Are you interested in a position that’ll allow you to enhance the customer service levels within a training and coaching environment?

If so, this could be just the opportunity for you!

This opportunity is for an experienced coach or trainer from a retail or luxury brand to join an established business in Kent who’re expanding.
Working with a team of around 40 agents, you will be responsible for the delivery of quality coaching, training and improving the performance of the team who are dealing with customer complaints and queries via phone and email.

Responsibilities will include but are not limited to:
• Working closely with the businesses departments, coaching and mentoring team members within a contact centre environment; monitoring both calls and emails.
• Identifying improvements in quality and best practice.
• Creating key, achievable KPIs to measure team performance, ensuring that each person’s role is tailored effectively.
• Experienced in the customer service environment with the capacity to manage and implement change within the business through structured training and development plans tailored to the individual.

The successful candidate will have previous team coaching, mentoring or training experience within a modern customer service focussed environment; ideally from a retail or luxury brand. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, excellent communication and coaching 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 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.

Collections Team Member – Contact Centre Collections Advisor – Debt Recovery Specialist

Job Ref: DJJM1211
Job Title: Collections Team Member – Contact Centre Collections Advisor – Debt Recovery Specialist
Location: London – South East
Salary: £28k – £30k
Job Type: Permanent

An opportunity for an experienced Collections Team Member – Contact Centre Collections Advisor to take responsibility for the collections and credit control for customers who have missed a payment date, it is a multi-channel, digitally aligned operation within a rapidly growing organisation.
The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As a collections team member, you will work with the collections team manager to identify vulnerable customers and work with them to resolve outstanding debt and any outstanding payments. This is 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 customer base, supporting them through the process and arranging payment plans specific to the customers situation and needs to ensure that the outstanding debt is properly managed and ultimately repaid in a fair and compassionate way.
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 – Collections Team Member – Contact Centre
Collections Advisor will include:
• Delivering strong debt collection skills in an operational environment
• Positively influence and contribute to the team culture
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• 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 Collections Advisor, working within a team of collection advisors across phone, email and live chat and be able to show a clear understanding of FCA regulations. 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, 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.