Employee Engagement Manager – Employee Experience Manager – People Operations Manager

Job Ref: DJJM1178
Job Title: Employee Engagement Manager – Employee Experience Manager – People Operations Manager
Location: London – Greater London – South East
Salary: £40-50,000 plus bens
Job Type: Permanent

An opportunity for a People Operations Manager – Employee Engagement Manager – Employee Experience Manager to take responsibility for culture and engagement for a multi-channel, digitally aligned and rapidly growing customer contact operation, working with senior stakeholders to promote and implement cultural messages to employees and help with certain HR related issues.

The People Operations Manager – Employee Engagement Manager – Employee Experience Manager will be able to bring passion and rigor of the company ethos and promote this throughout the contact centre, as well as promoting topical information that is happening within the organisation and listening to employee feedback, fielding questions and delivering parts of internal communications. The role holder will aim 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 People Operations Manager – Employee Engagement Manager – Employee Experience Manager, 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.

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 employee enquiries and concerns will be part of your responsibilities.

Some of the duties will include:
• Reviewing and managing employee engagement within the contact centre
• Delivering strong people leadership skills in an operational environment
• Positively influence and contribute to the team culture
• Motivate, train, coach and develop staff in the Contact Centre
• Work Closely with Senior customer service staff to deliver a positive and progressive employee experience
• Drive communications between the organisation and all staff, promoting and delivering engaging communications to all staff
• Support senior stakeholders to field questions, queries and concerns expressed by staff on certain culture or development issues

If you are interested in applying for this position, you will need a proven track record 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.

Contact Centre Manager/Customer Experience Manager

Job Ref: DJMA1768
Job Title: Contact Centre Manager/Customer Experience Manager
Location: South East, Essex, East London
Salary: £30,000- 40,000 base salary dependent on candidate plus 15% bonus and bens.
Type: Permanent

An opportunity to join an organisation in the Sunday Times Fastrack league table, a fast growing, multi-channel, international customer contact centre for an experienced Customer Service Manager, Contact Centre Manager, Senior Team Manager.

Managing a small but passionate customer service team. The Contact Centre Manager will report to a senior Director and will help drive the best possible customer experience, motivate, train and coach a motivated forward thinking team and look for continuous improvement and development of future customer strategies.

Some of the responsibilities will include:
• Leadership and development of your team to achieve a great customer service and strategic objectives.
• Oversee the day to day customer service delivery.
• Take full control of budgets and KPI delivery
• Resource planning

Development of future strategy to achieve improved performance, growth and an enhanced customer experience across a multichannel, international customer contact centre.
If you are interested in applying for this position you will need a proven track record of engaging and motivating teams in a customer facing environment. Be able to work under your own initiative and contribute too best practice and future strategies.

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

Job Ref: DJMA1757a
Job Title: Team Leader
Location: Kent
Salary: £28-32,000 plus bonus bens
Employment Type: Permanent

Opportunity for an experienced Team Leader/Team Manager to take responsibility for a multi-channel and administration focussed customer contact operation.

The organisation offers a friendly, fun and positive environment, where personal development is encouraged.

You will work with the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve 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 will include:

Full line management responsibility for all the team including objective setting, performance appraisals, coaching, training and development
Act as an escalation point for internal and external customers
Develop and maintain relationships with internal and external customers and stakeholders
Support projects and developments which will drive continuous improvements and change
Work with the Customer Service Manager to senior management team to ensure SLAs are achieved

The successful candidate will have previous team management experience within a customer service contact centre environment. 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 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.

Team Leader/Team Manager Customer Service

Job Ref: DJJM1762a
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 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.

Customer Service Manager

Job Ref: DJJM1761
Job Title: Customer Service 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.

Head of Operations (Customer Contact)

Job Ref: DJMA1753
Job Title: Head of Operations (Customer Contact)
Location: Midlands
Salary: £60-75,000 bonus and bens

This is a fantastic opportunity to work with a digital challenger brand, focussed on delivering a best in class customer and user experience and disrupting a large, established consumer market.

They are looking for an experienced customer operation leader who will be able to help develop and grow their multi-channel customer operation whilst delivering a high-performance team and service focussed operation.

Working at both a strategic and operational level, this role will require an influential, creative but hands on professional, with a good understanding of the digital, multi, or omni channel environment and tool, technologies and automation partner management.

Driven by continuous improvement, passionate about great customer service, employee engagement and commercially focussed, you will help develop the future operating model which will ensure the business can scale, without jeopardising its people or customer values and service proposition.

If you are interested in applying for this position you will have previous experience of a senior customer contact leadership position as both a strategic, visionary and hands on inspirational manager.

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.