Implementation Consultant (Contact Centre Technology)

Job Ref: DJPF1249
Role: Implementation Consultant (Contact Centre Technology)
Location: South East with UK Travel
Salary: £37,000
Job type: Permanent

This is an exciting role for someone who has a passion for Contact Centre Technology and wants to work for one of the fastest growing Technology organisations in the UK. The successful candidate will deliver outstanding client solutions. Your role will include scoping client requirements, uncovering what customer experience problems need solving, and managing multiple project delivery with the added opportunity of global travel. You will also provide solution implementation services, integration development, training, and associated consulting.

What will I be doing?

• Create, review and manage project direction, approach and key deliverables
• Lead and direct the project implementation activities
• Perform remote and on-site application configuration and support
• Identify and pro-actively manage key risk areas.
• Perform application discoveries, solution design, and product configuration to customer specific requirements.
• Train customers in the use of product.
• Performance of all duties to maximise client satisfaction.

What experience and skills do I need?

• The ability to perform in a fast pace environment and possess the organisational skills to manage multiple projects with tight deadlines effectively.
• Strong analytical and decision-making skills that can be applied in a fast-moving environment.
• Excellent written and verbal communication skills.
• Excellent Presentation skills.
• Experience of training.
• High level of proficiency in Microsoft Office, ideally inclusive of Visio.
• Ability to complete administrative tasks consistently and on time

Desired Experience:
• Experience of working as an implementation consultant deploying software solutions
• Knowledge of Contact Centre Software such as Automatic Call Distribution, Call Recording, Management Reporting and Workforce Management
• Knowledge of Salesforce CRM, Contact Centre Operations, Cloud technologies, SaaS solutions, VoIP.

This role is an excellent opportunity for someone who is looking to take a step into contact centre technology and is looking for a new challenge. It is offers the chance to work alongside some leading organisations within the contact centre World.

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 (Customer Experience)

Job Ref: DJHC4274
Job Title: Team Leader (Customer Experience)
Location: Midlands
Salary: Up to £30k salary
Job Type: Permanent

I am looking for an innovative and independent Team Leader, that can manage customer service agents through change, and take ownership of the team, driving best practise and creating a culture of excellence.

In return for effectively taking your team on a huge transformational journey, you will receive a real investment from the company into your future, through industry relevant qualifications!!

Responsibilities:
• Operational Leadership and day to day management of the customer experience team (10FTE)
• Drive customer centric change within the team, promoting this across the rest of the business
• Evangelise customer experience excellence internally and externally
• Use insight and MI to collaboratively drive customer experience and performance
• Identify training needs and then coach and mentor your team in line with the business culture and objectives

Key behaviours:
• A strong Team Manager who can both manage and lead from the front
• Customer centric and somebody who always looks for the best customer outcomes
• Resilient through periods of transformation, and able to take customer service agents on a journey

If you are interested in applying for this position, you will need to have a proven track record of working in a contact centre environment, in a management capacity.

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 in to any discussions or offer any assistance regarding sponsorship.

Customer Experience Manager – Digital Channels

Job Ref: DJRL1051
Role: Customer Experience Manager – Digital Channels
Location: Coventry, West Midlands, Warwickshire
Job Type: Permanent
Salary: Up to £50,000 + Excellent Benefits

A leading Midlands organisation are looking for an experienced Customer Experience Manager who has the experience to lead the transformation of the digital and omni-channel services, overseeing the quality of their end to end digital customer experience, right across the business. They are looking for someone who can increase online customer engagement through constant improvements and innovations.

You will be responsible for ensuring that all services offer an outstanding digital first experience where appropriate, aligning this to both non-digital channels and operational processes for a seamless experience for t he customer. You will need to work across both operational and technical teams to oversee the process from developing their requirements and vision, right through to the practical delivery of online services.

You will be responsible for leading and motivating a small team and will play a key role in championing their digital services as well as an outstanding overall customer experience and customer-driven culture.

As Customer Experience Manager you will own the end to end online customer experience including quality, consistency and compliance. You will develop an approach to digital service management that ensures that they use data, information and insight to understand the performance and quality of existing online services.

The successful candidate will have:
• A good understanding of the dynamic world of customer contact centres, CSAT, omni-channel customer service, root cause analysis and customer experience.
• Experience of developing, improving and managing digital services to a wide range of customer groups.
• Excellent understanding of how to design a digital first process.
• Excellent problem solving and data analysis skills.
• The ability to build strong relationships across the business and influence a range of stakeholders to support the delivery of business goals.
• Excellent people management skills.

In return the company will offer excellent opportunities to progress within the company. They offer a competitive salary and benefits package including: Group incentive scheme up to 15%, Pension, Medical Cover, Life Assurance and a range of flexible benefits.

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: DJJM1213
Job Title: Contact Centre Manager
Job Location: Southampton / Bournemouth / Portsmouth
Salary: Up to £50,000+ bens
Job Type: Permanent

Reporting to the head of operations, 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 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
• Provide lead on contact centre change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

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

Solutions & Bid Director

Job Ref: DJHC4271
Job Title: Solutions & Bid Director
Location: UK
Salary: Up to £150k + car + bonus
Job type: Permanent

This is an opportunity for a proven senior executive in the BPO space to join an exciting well established and forward thinking organisation.

Some of the duties will include:
• Onshore/ offshore and multi channel customer solution design
• Innovation including customer experience and digital experience
• Cross functional working with Business Development, Account Management and commercial teams
• Develop solutions and manage large scale and complex bid processes
• Liaise with clients and potential clients identifying opportunities and building strong business relationships
• Delivering complex customer projects through your own team and by leveraging relationships cross functionally
• Create commercially viable and differentiated customer proposals
• Customer Experience journey mapping and improvement

If you are interested to apply for this position then you will need proven experience as a senior executive in the BPO space, building large scale customer solutions across voice, digital, and multi channel, and managing commercial and client relationships.

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 Experience Manager (Voice of Customer/ VOC)

Job Ref: DJHC4270
Job Title: Customer Experience Manager (Voice of Customer/ VOC)
Location: South East
Salary: Up to £55k basic + car + 20% bonus
Job Type: Permanent

I am looking for a talented and innovative Customer Experience Manager to join an organisation currently undergoing significant transformation.
This role will involve the effective programme management and utilisation of customer feedback and insight, to improve the customer experience. This role will have significant influence over many business areas.

Some of the responsibilities will include:
• Lead the review of specific customer feedback and insights to ensure the wants and needs of customers are acted upon
• Facilitate engaging sessions, with colleagues across the business, to develop creative solutions and propositions to meet the needs of the customer
• Be accountable for the delivery of improvements to the customer experience driving business outcomes
• Ensure improvements to the customer journey are fit for purpose whilst ensuring commercial viability
• Be the voice of the customer and work cross functionally to influence and change the customer agenda

If you are interested in applying for this position, you will need to have strong customer experience background, having worked extensively with customer insight, utilising your communication and influencing skills to drive change cross functionally. Programme Management experience would be beneficial.

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 in to any discussions or offer any assistance regarding sponsorship.

Contact Centre Manager (Sales)

Job Ref: DJJM1206
Job Title: Contact Centre Manager (Sales)
Job Location: Yorkshire
Salary – £40k to £50k + Bens
Job Type: permanent

Reporting to the Director of Field Sales, this role is with an exciting and expanding company within a high growth and competitive market sector. The post-holder will play a pivotal role in the acquisition of new contracts with clients and ultimately the on-going success of a B2B sales function, effectively delivering robust and compliant sales success in order to maximise all business opportunities.

Some of the responsibilities will include:
• Provide lead on contact centre change programmes focusing on sales through service
• To ensure a first-class customer experience in all interactions, building Client relationships and securing business
• Performance management of both team managers and team members, including driving a coaching culture and planning training programmes
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Provide lead on contact centre change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff through a cultural change, 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 through change and can evidence a strong sales background where they have continuously exceeded target 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 Operations

Job Ref: DJMA1788
Job Title: Head of Contact Centre Operations
Location: South East, Essex, Ipswich, South Anglia, East London, London
Salary: £70,000- 80,000 base salary dependent on candidate plus bonus and bens.
Job Type: Permanent

An opportunity to join a multi-channel, multi discipline customer contact centre operation for a hands-on, people focussed, strategic leader. In this highly visible and autonomous role you will have full responsibility for the performance across sales and service operations.
As a people focussed leader, you will develop initiatives and strategies which will enhance the recruitment, training and retention of a large team of contact centre professionals, driving levels of motivation, performance and engagement.

Some of the responsibilities will include:
• Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Working with internal and external stakeholders you will set the strategy for the development of the contact centre, staying in touch and ahead of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Take responsibility for the complete end to end contact centre, customer experience and process improvements, resource planning, tools and technologies
• Work closely with HR, L&D and Training delivery teams. Taking responsibility for the recruitment, training, on-going development, engagement and retention of the team.
• Drive improved sales and service functions, achieving and exceeding all KPI’s and SLA’s

If you are interested in applying for this position you will need a proven track record of working within a Head of Contact Centre/Customer Experience capacity, leading a large team across a multi disciplined contact centre where you have delivered improved levels of engagement and performance.

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: DJJM1205
Job Title: Contact Centre Manager
Job Location: Midlands
Salary: Up to £50,000+ Bens and Bonus
Job Type: permanent

Reporting to the Customer Service Director, this role is with a fast-growing 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
• To review and enhance customer contact strategy
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Agree service delivery plans and monitor service output
• Provide lead on contact centre change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for understanding 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.

Recruitment Consultant

Ref: DJRL1030
Role: Recruitment Consultant
Location: Lichfield, Staffordshire, Midlands
Salary: Competitive Salary + Uncapped Commission

Why not work in one of the most beautiful and historic Cities in the UK, with beautiful architecture including the three spired cathedral and a plethora of resturants and bars.

Based right in the centre of this stunning City, Douglas Jackson are an independently owned, boutique recruitment consultancy who offer a professional, high quality recruitment consultancy and executive search services for permanent, or fixed term contract for mid and senior management level appointments across the customer landscape.

We have an opportunity for an individual who will be focussed entirely on developing new and existing relationships to identify leads and opportunities within this predominantly more technical skill set environment, placing skilled individuals on a permanent and fixed term contract level.

Working closely with the existing team to manage and nurture existing and new accounts to ensure the best level of customer service is realised. Supporting the team and customers; clients and candidates, to achieve successful recruitment solutions and the provision of a professional, quality led service.
In return we offer a professional, friendly and fun team, who provide specialist recruitment consultancy services at a mid, senior and executive management level, on a contingent and retained basis and are proud to work with some of the UK’s leading organisations and globally recognised brands.

The role will offer a competitive basic salary and uncapped commission of up to 50% of billings and attractive benefits. We have weekly, monthly and quarterly incentives which give you the opportunity to finish work early, meals out and much more.

Our offices are situated just 5 minute walk from Lichfield Train Station which is just 40 minutes from Birmingham New Street or Stoke on Trent stations.

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.