Business Intelligence Analyst / Reporting Analyst

Job Ref: DJPF1277
Job Title: Business Intelligence Analyst / Reporting Analyst
Location Swindon, South West
Salary: Up to £30,000 + Benefits
Employment Type: Permanent

My client is looking for a Business Intelligence Analyst who will support the organisation in improving customer satisfaction. You will use Insight and analytics to identify the underlying causes of customer dissatisfaction.

Responsibilities include:
• Support in the identification of the underlying drivers of customer dissatisfaction and areas of poor quality, undertaking investigation and identifying remedial action to reduce or eliminate similar issues in the future.
• Prepare insight from analysis on complex data to identify skill gaps or broken processes & procedures with recommendations for possible fixes.
• Work with the team to drive through improvements recommended as a result of insight analysis, ensuring appropriate actions are taken to reduce customer fail-points or cost, improve process efficiency, reduce risk and ultimately improve the Customer experience and drive revenue enhancement opportunities
• Demonstrate an ability to influence peers and present findings and recommendations both formally and informally to drive action.

If you are interested to apply:
• Experience in collating information and data and delivering insight into with actionable plans.
• Strong analytical skills
• Problem solving.
• Experience of analytical applications such as Business Objects, SSRS, Power BI or similar.
• Experience of using SQL is desirable, although training will be provided.

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.

Complaints Team Manager

Job Ref: DJJM1230
Job Title: Complaints Team Manager
Job Location: Midlands
Salary: 30K – 35k
Employment Type: Permanent

Reporting to the Contact Centre Manager, this complaints management role is within an exciting and diverse company within a high growth and competitive market sector.

The post-holder will play a pivotal role in the management of a complaints team, the ability to lead by example and engage with the team offering coaching and development is essential.

You will own the full end to end journey of a complaint, looking at process, policy and procedure to enhance the customer experience and use root cause analysis to understand trends in complaints working closely with departmental managers to fix the operational flaws.

Some of the responsibilities will include:
• Lead a team of assessors, to maximise performance and deliver on all service levels
• Support and develop team members to continuously develop the skillset to achieve on required service levels
• Take appropriate steps to maintain and adhere to quality standards and processes
• To consistently review both operational practices and procedures to effectively develop and improve the processes in this area.
• Ensure that the team demonstrate proficiency and competency in all types of assessment quality checking
• Develop a strong relationship with all stakeholders working together to stop any further repetitions for complaints

The ideal candidate will be self-motivated, with a significant coaching and 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.

Head of Content (On-line Community Content/Chat)

Job Ref: DJKG1287a
Job Title: Head of Content (On-line Community Content/Chat)
Location: Stoke-on-Trent
Salary: £60k to £70k (plus 20% bonus and benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Head of Content (on-line community content/chat) to join an innovative and forward-thinking digitally led organisation. The Head of Content will oversee the “chat community” function of the business with around 7 Operations Managers and between 70 and 100fte.

This role requires you to be able to work closely with the Customer Services Director and you will be responsible for the Operations of the overall “Chat Community Team”. You will build and develop this online community.

As the Head of Content (On-line Community Content/Chat)
• Creating a vision and strategy for the UK Chat Operations
• Working closely with stakeholders and create and engaging an exciting chat content
• Formulating key measurements to ascertain ROI and SLA
• Analyse and interpret the customers data and trends
• Manage and develop the Operations Managers

If you are interested in applying for this position, then you will need to have managed a team within a contact centre and must have led a Chat, Social Media, or Digital team. They are looking for someone that has developed an on-line community chat i.e. blogs, community Facebook or business or service pages whereby people can talk collectively as a community)They are looking for someone that is passionate about delivering creativity and innovation with the chat team, whilst been able to measure the impact of running an outstanding chat community.

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.

Collections Manager

Job Ref: DJHB1022
Title: Collections Manager
Location: London
Salary: up to £60,000 per annum plus bens
Job Type: Permanent

A fantastic opportunity has arisen for an experienced Collections Manager to join a start-up within the Utilities sector.
Working on the creation and implementation of robust and structured processes and procedures, you will be responsible for taking a very hands-on approach in the initial months working in the position.
Having the opportunity to be a part of their accelerated growth plans, you will be building a team of advisors to work with you on their journey, with new customers joining on a day to day basis.
This role is pivotal in leading the direction of best practice within the business aligned with regulatory guidance, so experience of doing so in a previous role is paramount.

Responsibilities will include:
• Implementing strong processes and procedures to ensure that the business is aligned with industry best practices to deliver the Collections function within the wider organisation.
• Monitoring inbound and outbound Collections activities.
• Establishing and maintaining strong stakeholder relationships.
• Creating and implementing billing and debt collection processes.
• Promoting customer engagement and experience within the remit of their products and services.

You will ideally be:
• Able to demonstrate a track record in the B2C market for Customer collections, the implementation of customer technologies.
• Of entrepreneurial spirit with a can-do attitude whereby you are happy to engage in a diverse range of tasks.
• Excited by the challenge of a start-up environment and by the change and continuous improvement.
• Ambitious, driven through self-motivation and resilient.

This is a fantastic opportunity for a proven individual to learn and grow and part of a dynamic start-up team.

All they’re looking for from you is the drive and enthusiasm to assist with the launch of the business, as well as the right attitude and aptitude to enhance this leading product into the luxury retail sector!

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.

Senior Head of Operations

Job Ref: DJHC4286
Job Title: Senior Head of Operations
Location: South West
Salary: Up to £120k OTE
Employment Type: Permanent

This is an exciting role with an award winning multi-channel operation! If you like to do things a bit differently, then please get in touch, this role may be for you.

The ideal candidate will have demonstrable experience of having significantly scaled up operations to meet highly demanding business growth.

My client is looking for an empowering Senior Head of Operations to lead, develop and scale their customer operations.

Responsibilities will include:
• Take responsibility of the customer function (300FTE) monitoring day to day activity and empowering the operational teams to be the best they can be
• Optimise customer experience via multi-channel customer communication
• Analyse data and create MI for use within the business
• Monitor customer satisfaction in order to improve overall customer experience
• Motivate the team in line with cultural values and company procedures
• Create a culture of Learning and Development across the operation
• Encourage innovation and collaboration, and look for ways to do things differently
• Prepare the operation for their next growth phase

In return for your hard work and commitment you will be rewarded with being able to work using your own initiative and autonomy within one of the UK’s most exciting brands.

If you would like to be considered for this role you will have experience across customer operations, ideally in a business to consumer environment. You will also have demonstrable experience of having scaled up operations to meet highly demanding business growth.

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.

Data Analyst

Job Ref: DJEM1011
Job Title: Data Analyst
Location: Staffordshire
Salary: up to £32,000 plus & Benefits
Employment Type: Permanent

This is an excellent opportunity for two experienced Data Analysts to join a well-established Customer and Marketing team based in Staffordshire. They are looking for someone who is an expert in their field in order to enable understanding of the entire customer experience.

Responsibilities include:
• Analysis of customer and marketplace research to ensure that opportunities are identified, presented and developed
• Interpret consumer insight and analytics
• Working closely with the BI team and all internal stakeholders to identify opportunities for data drive decision
• Contribute to the development and enhancement of sales through the identification and presentation of appropriate recommendations

Experience required:
• In-depth experience in analysing data, and clearly communication actionable insights to stakeholders
• Knowledge and understanding of data manipulation tools and techniques
• Analytical skills
• Ability to handle multiple projects and workloads to deadline and a fast-paced environment
• Good communication skills

Overall, someone that has come from an analytical background who still has the communication skills to be able to deliver their findings across to board.

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.

Senior Head of Customer Service

Job Ref: DJHC4283
Job Title: Senior Head of Customer Service
Location: Yorkshire
Salary: Up to £120k salary + car + 20% bonus
Employment Type: Permanent

I am looking for an enthusiastic and energetic Senior Head of Customer Service, who has experience of driving results for the customer across Customer Experience and managing in house and outsourced operational teams. This role will also be responsible for kick starting a digital transformation programme.

This is a fantastic opportunity to make a huge impact and drive large scale change across Customer Experience and digital!

Responsibilities:
• Reducing customer contact and driving Customer Experience quality and focus
• Facilitate a channel shift from voice to digital
• Understanding the customer base and reasons for calling by properly utilising data
• Deliver overall change and improvement to the Customer Service function
• Deliver end to end Customer Experience improvements by working cross functionally over all business areas
• Drive performance by effective people Leadership and stakeholder management
• Build a fit for purpose customer strategy that will significantly increase Customer Service and the overall Customer Experience

Key behaviours:
• Enthusiastic and energetic
• A change agent
• Self-starter, resilient, focused, a real achiever of results
• Excellent stakeholder management skills
• Excellent influencer at all levels
• Engaging leader – able to communicate at all levels
• Excellent understanding and customer journey mapping and customer experience

If you are interested in applying for this position, you will need to have a proven track record of driving performance teams in a complex contact centre and customer experience environment.

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: DJJM1228
Job Title: Contact Centre Manager
Job Location: London
Salary: up to £55,000 + Benefits
Employment Type: Permanent

Reporting to the Head of B2B, 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 a first-class customer experience in all interactions
• Performance management of 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
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff, 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.

Complaints Team Manager

Job Ref: DJJM1227
Job Title: Complaints Team Manager
Job Location: Midlands
Salary: 30K – 32k
Employment Type: Permanent

Reporting to the Head of Legal and Claims, this management role is with an exciting and diverse company within a high growth and competitive market sector. The post-holder will play a pivotal role in the resolution of escalated customer complaints and ultimately the on-going success of the complaints operation, effectively delivering robust and compliant service success.

Some of the responsibilities will include:
• Lead a team of escalations assessors, to maximise performance and deliver on all service levels
• Support and develop team members to continuously develop the skillset to achieve on required service levels
• Take appropriate steps to maintain and adhere to quality standards and processes
• To consistently review both operational practices and procedures to effectively develop and improve the processes in this area.
• Ensure that the team demonstrate proficiency and competency in all types of assessment quality checking

The ideal candidate will be self-motivated, with a significant coaching and 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.