Contact Centre Manager

Job Ref: DJJM1172
Job Title: Contact Centre Manager
Job Location: Midlands
Salary: £40k + Benefits

Reporting to the Operations Director, this role is with an exciting, expanding organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure first-class customer experience in all interactions
• Performance management of Team Managers
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders
• To Drive customer satisfaction through effective management of staff ensuring that all KPI’s are met if not exceeded on a regular basis

The ideal candidate will have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing and delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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.

Head of Customer Experience and Insight

Ref: DJAD1056
Role: Head of Customer Experience and Insight
Salary: £60k
Location: West Sussex

A customer focused organisation going through a period of extensive change is looking for a Head of Customer Experience and Insight to join the senior management team.

An overview of the role and responsibilities are below:
• Contribute to the successful delivery of the Corporate Strategy, group Value and Customer Service Values.
• Lead, manage, coach and provide direction to teams and consultants to deliver service excellence.
• Ensure that your teams deliver:
o Data, insight and analysis to understand customer needs and expectations
o Targeted Customer Journey Mapping to deliver defined improvements
o Support across Customer Operations and the wider business to identify customer pain points and work collaboratively to improve the customer experience
o Meaningful data that supports improvements for customers
• Drive the growth of Customer engagement through the Customer Voice Forum, ensuring that:
o Membership continues to grown across a broad and representative section of customers
o Colleagues are encouraged to engage with customers early in projects / activities with customer outcomes
o CVF members are actively engaged with and given opportunities to participate
• Work collaboratively across the business and proactively manage key stakeholder relationships to deliver an optimised customer experience whilst balancing business and commercial needs.
• Own the prioritisation of customer experience issues (and the method for prioritising), and work with stakeholders to ensure that these improvements have a suitable business case.
• Contribute to IT development which impacts customer experience, help steer product features based on customer insight and targets / KPI’s.
• Contribute to Customer user experience design and optimisation, using knowledge of existing customer features and insight from relevant teams.
• Be a champion for improving the customer experience across the wider business.
• Champion and represent the customer whilst balancing business and commercial needs.
• Proactively manage and deliver agreed budgets to support Group financial goals
• Effectively negotiate, appoint and manage contracts, achieving the best value for money, to run the service as efficiently as possible in line with the Group’s procurement procedures and delegated authorities.
• Prepare and present reports as required for internal and external purposes.
• Manage and analyse data and reporting, to drive performance.
• Work in conjunction with the Risk Management framework, encompassing Health and Safety, Data Protection and demonstrate effective controls and compliance with all statutory, regulatory and policy requirements relating to the management of the business.

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.

Project Manager – Product and Proposition

Ref: DJJM1169
Title: Project Manager – Product and Proposition
Salary: £40k – £50k
Location: Scotland

This position is for an experienced Project Manager who has taken on new product ownership and proposition, it is operating within an organisation undergoing a major customer engagement programme!

Some responsibilities for the role will include:
• Support the execution and delivery of the corporate strategy in line with company targets and objectives
• Working closely with internal and external stakeholders, liaising between a number of different departments and understanding challenges for each one, working to engage with customers and drive sales.
• To own the overall roll-out plan of a new product, tracking progress, and managing the overall project
• Manage readiness, consumer Pilots, looking at capability, product, proposition and transition
• Deliver the project/s to the approved timescale, cost and scope, and which meets the agreed pre-defined quality expectations of the customer
• Support development of a robust business / benefits case and ensure a clear management plan is in place to deliver the benefits

The ideal candidate will be self-motivated, with a significant project background and product development skillset, with a professional and ethical approach to delivering targets. Individuals who can demonstrate success within a target driven capacity, with first-hand experience within a regulated environment may have an advantage.

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 Support Operations Manager

Job Ref: DJKG1234
Job Title: Customer Support Operations Manager
Location: Stoke
Salary: £40k to 50k

My client is an innovative and forward thinking company that thrives on its success through their customers and employees.

The Role:
This role is to put the customer at the heart of everything you do and to focus on customer engagement and experience whilst developing the team and the business.

Key Responsibilities
• Manage Team Managers approximately 4 Team Leaders with an overall fte in cira of 60
• Improve customer experience and engagement
• Enhance process and procedure whilst ensuring customer service is at the heart of the operation
• Work closely with the senior management team to ensure the delivery of business goals and objectives.
• Be an effective Change Manager and lead a team through periods of change.
The Candidate

This team is a 24/7 operation and you will have Team Leaders managing these shift patterns, however flexibility is important for this hire. They are looking for someone that has shown innovation and creativity within their previously roles and who can explore new ideas and challenges.

This role is very much people focused so experience in providing outstanding team motivation and performance is paramount.

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

Job Ref: DJJM1164
Job Title: Contact Centre Manager
Job Location: London
Salary – 30k/ £35k + Bonus & Benefits

Reporting to the Operations Director, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure first-class customer experience in all interactions
• Performance management of contact centre against KPI’s
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders
• To Drive sales and service through effective management of staff ensuring that all KPI’s are met if not exceeded on a regular basis

The ideal candidate will have a very hands on attitude, understand customer needs and sales techniques, be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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.

Head of Contact Centre

Job Ref: DJKG1230
Job Title: Head of Contact Centre
Location: Swansea
Salary: £80k to £95k (plus car and benefits)

This is a fantastic opportunity for an experienced Head of Contact Centre who has implemented change, ensuring SLA’s are achieved whilst working in a fast -paced and energetic environment.

The Role
You will report to the Director of Contact Centres with the main responsibility being to lead and manage the inhouse and offshore contact centres, working in partnership with key stakeholders to optimise resources and customer service delivery.

• Working closely with the resource planning team
• Ensuring strong employee engagement minimising staff turnover
• Develop and deploy the future customer service strategy delivering a continuous customer experience
• Working with internal and external stakeholders
• To drive customer strategy and change

The Candidate
My client is looking an experienced Head of Contact Centre who has a proven track record in leading and implementing transformation change and customer strategy whilst maintaining customer engagement and SLA’s. You must have experience working in a fast-paced environment and able to manage a large and fluctuating contact centre head count. You must be able to make regular trips to their other offices.

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

Job Ref: DJJM1161
Job Title: Contact Centre Manager
Job Location: Midlands
Salary – £45k + Benefits

Reporting to the Operations Director, this role is with a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure first-class customer experience in all interactions
• Performance management of Team Managers
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders
• To Drive customer satisfaction through effective management of staff ensuring that all KPI’s are met if not exceeded on a regular basis

The ideal candidate will have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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 (Web Chat)

Job Ref: DJJM1156
Job Title: Contact Centre Manager (Web Chat)
Job Location: Midlands
Salary: Up to £50,000 + bens

Reporting to the Customer Service Director, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in a cultural transformation and service delivery across the business.

Some of the responsibilities will include:
• To ensure first-class customer experience in all interactions
• Performance management of both team managers and team members, including driving a coaching culture and planning training programmes
• Driving engagement and loyalty of employees, through development of reward schemes and recognition
• To consistently review people and process to deliver operational efficiencies and customer excellence
• To lead a team of web chat consultants
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for digital solutions, looking at customer journey and processes to bring in efficiencies across the contact centre as well as coaching and developing staff through process and cultural change. Must have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing process efficiencies, lean methodology, people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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 (Evenings and Weekends)

Job Ref: DJJM1152a
Job Title: Contact Centre Manager (Evenings and Weekends)
Job Location: Midlands
Salary – £45k + £5k car allowance + bonus

Reporting to the Operations Director, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business covering the evening and weekend shifts.

Some of the responsibilities will include:
• To ensure first-class customer experience in all interactions
• Performance management of both team managers and team members
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders
• To Drive customer satisfaction through effective management of staff ensuring that all KPI’s are met if not exceeded on a regular basis

The ideal candidate will have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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.

Contact Centre Manager

Job Ref: DJJM1152
Job Title: Contact Centre Manager
Job Location: Midlands
Salary – £45k + £5k car allowance + bonus

Reporting to the Operations Director, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure first-class customer experience in all interactions
• Performance management of both team managers and team member
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders
• To Drive customer satisfaction through effective management of staff ensuring that all KPI’s are met if not exceeded on a regular basis

The ideal candidate will have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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.