Customer Journey Lead

Ref: DJAD1054
Role: Customer Journey Lead
Location: London
Salary: £35,000

A rapidly growing organisation are looking for a Customer Journey Lead to join their Customer Experience team during a period of real excitement.

Key Responsibilities
• Act as the voice of the customer; gather objective, human insight to inform decisions which often involve balancing competing interests. This could include qualitative desk research, conducting customer interviews, small focus groups or surveys to bring to life who their proposition is for and what they really value, and communicating this effectively in the business
• Define and maintain journey maps for end to end customer experiences, working collaboratively with relevant teams (support the facilitation of journey mapping workshops where necessary)
• Set up a tool/system for effective journey mapping to meet the needs of the business, and to act as a go to reference point as they build and refine experiences
• Work with relevant teams to ensure efficient, joined up delivery of coherent customer-led experiences, and to prioritise and deliver day 2 improvements. Specifically:
• Input journey delivery requirements into project management planning activities
• Act as a regular point of reference for the tech team as they create wireframes, high resolution designs for front end and back end interfaces
• Draft or provide a second opinion on customer communications and front-end wording, to ensure the complexity of insurance is made distinctively clear for customers.
• Work closely with marketing to ensure end to end member/customer communications are consistent in substance and brand identity
• Represent the desired customer experience as an input for business analysts as they gather detailed systems or operational requirements
• Input into and support agent team leaders as they define and maintain FAQs and operations guides for product launches, ensuring a consistent experience across channels
• Support the delivery of agreed improvements/adjustments to parts of the experience delivered by third parties
• Stay tuned into other impressive experiences within the industry and beyond that they can take inspiration from, and feed this into your thinking and journey mapping work

The successful applicant will have experience in Customer Insight, Customer Journey mapping or Customer Experience.

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.

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.

Customer Service Manager

Job Ref: DJKG1233
Job Title: Customer Service Manager
Location: London
Salary: £50k to £55k

My client is looking for a highly motivated Customer Service Manager to join and lead the London team.

The Role:
Manage a busy, multi-skilled and multi-lingual contact centre, working on a B2B & B2C level.

Key Responsibilities
• Manage Team Managers and an overall FTE of approximately 100.
• Coach and upskill team managers to ensure exception customer service is delivered constantly.
• Driving and promoting Customer Excellence.
• 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 role will mean working evening shifts. You will need to be able to step into this role and make a difference, working in a multi-channel environment. You will need to have managed large teams of 100 plus as a fte and be able to progress the contact centre team as well as consistently looking at the customer journey and experience whilst working in a fast-paced environment.

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.

Senior Customer Experience Analyst

Job Ref: DJJM1166
Job Title: Senior Customer Experience Analyst
Job Location: Midlands
Salary – Up to £35,000+ bens

Reporting to the Senior Customer Experience Manager, my client is looking for a senior analyst to help shape future customer journeys, providing strategic insights to facilitate the delivery of world class customer service. This role is within a highly regarded organisation operating within an evolving and competitive market sector.

Key responsibilities
• Complete complex data analysis with a variety of purposes for the business
• Provide specifications for reporting
• To perform analysis of data in order to assess customer journeys and make improvements.
• To update, distribute and create new MI reports for the management team, including identifying and fixing errors in reports.

What experience will I have?
• A high level of numeracy and the ability to extract and analyse data
• The ability to use MS Excel and MS Access to an advanced level
• Power BI, MS Azure ML and SQL Transact
• Experience of communicating the processes of complex analysis to an audience with varying levels of understanding.
• Experience of writing specifications and performing quality assurance on work of other data analysts.

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.

Customer Service Supervisor (German speaking)

Job Ref: DJMA1754
Job Title: Customer Service Supervisor (German speaking)
Location: South East – (Surrey/West Sussex/Hampshire commutable distance areas)
Salary: £30k base bonus bens

This is an opportunity for a customer focused and experience customer service professional with German language skills.

You will have full responsibility for the day to day operations within the customer service team, leading a small team, managing the delivery of a great and continuously improved customer experience.

You will work closely with your team to drive improved performance, efficiencies and capacity across your team, delivering enhanced customer contact and employee engagement.

You will carry out regular 121’s performance management, coaching and development. Motivating team members and assessing performance against agreed quality management ensuring individuals team meet all agreed SLA’s and KPI’s.
If you are interested in applying for this role, you will have experience within a customer service role, ideally with some supervisory experience. You will have a clear focus on the customer and be able to input into strategy and continuous improvements through the insight, knowledge and analytics produced through the customer contact.

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 Experience Manager

Job Ref: DJKG1229
Job Title: Customer Experience Manager
Location: Leeds
Salary: £40k (plus car package)

This is a fantastic opportunity for an experienced Customer Experience Manager to work for a well-established company. Experience in insight and digital is important for this role.

The Role
The main responsibility is to work within a small team and be responsible for multiple end to end customer journey and developing a roadmap that includes implementation of challenges and change.

• Working closely with the Head of CX to refine and develop the CX programme
• Own the data collection methodologies and customer touch points
• Own the governance process for all CX initiatives
• Design and implement strategic initiatives for CX improvements
• Engage with internal and external stakeholders

The Candidate
My client is looking for an experienced Customer Experience Manager with digital and insight experience, who can develop and execute against a strategic customer experience and journey road map and is used to working within an agile 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.

Senior Operations Manager

Job Ref: DJHC4262
Job Title: Senior Operations Manager
Location: South Wales
Salary: Up to £55k basic + OTE

This is an exciting role with an award winning multi-channel operation!

My client is looking for a Senior Operations Manager to lead and develop their customer operations.

Responsibilities will include:
• Manage managers and deputise for heading up the site when required
• Take responsibility of the customer function 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.

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.