Customer Service Operations Manager

Job Ref: DJHB1013
Job Title: Customer Service Operations Manager
Location: Kent
Salary: up to £48,000 plus bonus bens
Employment Type: Permanent

Are you an experienced Customer Service Manager from a Contact Centre environment?

Are you looking for an opportunity that will give you the scope to make strategic and operational changes to make a positive impact on the business?

Do you have experience working across a variety of contact centre environments?

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

We have an excellent opportunity for an experienced Customer Service Operations 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 alongside the senior management team to identify and develop best practice. You will be passionate about 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; working in an autonomous environment.

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 Director and senior management team to ensure SLAs are achieved
• Happy to be forthcoming with ideas for process improvement, new methodologies and better ways of working and brave enough to trial new ideas and focuses to improve the performance of the contact centre.

The successful candidate will have previous team management experience within a modern 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 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.