Customer Relations Manager – Complaints Manager – Customer Resolutions Manager

Job Ref: DJJM1200
Job Title: Customer Relations Manager – Complaints Manager – Customer Resolutions Manager
Location: Warwick – Birmingham – Coventry – Northampton – Solihull
Salary: £35,000-40,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Resolutions Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer resolution operation.

The Complaints Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Complaints Manager, you will work with the customer experience manager to better understand the root cause of complaints and identify pre-emptive solutions to fix the process and develop best practice, driving a positive and efficient complaints process.

You will take full ownership and responsibility for the end to end process of escalated complaints and be the key contact with the regulator, resolving and complying with the regulated guidelines, you will suggest improvements within processes, dealing with escalated complaints nurturing, coaching and developing a skill for colleagues on how best to deal with complaints prior to escalation to reduce the level of escalated complaints.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:
• Full ownership of the end to end process of escalated complaints
• Review and enhance polices and procedures within the complaints department
• Positively influence and contribute to the team culture
• Provide exceptional customer service via phone, email, live chat and social media
• Work closely with customer experience to review root cause analysis and suggest improvements
• Drive continuous improvement ethos within the contact centre and the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Complaints Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Service Consultant

Job Ref: DJJM1198
Job Title: Customer Service Consultant
Location: London – Greater London – South East
Salary: £20,000 – £23,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Service Consultant to take responsibility to respond to consumer calls on a wide range of financial issues, thinking about the customers experience and going the extra mile to resolve the issue at hand.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As a Customer Service Consultant, you will work within the B2B or B2C part of the business working closely with other members of the team to deliver exemplary customer service, a good understanding and previous experience of FCA guidelines and have worked within a contact centre are essential as well as a previous record or meeting deadlines and KPI targets.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements will be part of your responsibilities.

Some of the duties will include:

• Responding to consumer calls on a wide range of financial issues
• Liaising with other members of staff to resolve complex queries
• Drafting written correspondence
• Using judgement to absorb, interpret and summarise large quantities of information
• Identifying and escalating cases where there is a risk
• Working in a team to meet department and FCA goals
Essential Skills

• Excellent spoken and written communication skills, including active listening and using simple language
• An investigatory mind-set, knowing how to find answers
• An ability to make judgement-based decisions, using analytical skills to clarify situations
• Excellent relationship building skills, building rapport, adapting to and empathising with others
• Resilient, able to work to KPI’s even when under pressure
• Positive, composed, impartial and productive

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.

Contact Centre Manager

Job Ref: DJAD1023
Role: Contact Centre Manager
Location: Nottingham – Midlands
Salary: £50k – £65k
Job Type: Permanent

A well-known organisation in the Midlands are looking for a Contact Centre Operations Manager to join them. You will be responsible for 100+ FTE and will play a significant role in the delivery of the business’ customer strategy.

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.
• 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. They will also have excellent communication skills, be able to cite significant experience of managing people and evidence of achieving excellent employee engagement.

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 Sales Manager (Outbound)

Job Ref: DJKG1254
Job Title: Contact Centre Sales Manager (Outbound)
Location: Hertfordshire and the Greater London area
Salary/OTE: £60k to £70k plus car allowance with generous bonus and benefits
Employment Type: Permanent

This is a fantastic opportunity for an experienced Outbound Contact Centre Sales Manager to join an outstanding market leading organisation within a service environment.
This is an opportunity to join an established company as an Outbound Contact Centre Sales Manager in a pivotal role in the organisation that will work with key stakeholders servicing UK Consumers throughout the UK as they will be ambassadors to this brand.
This organisation is looking for an experienced Outbound Contact Centre Sales Manager who can lead, develop and motivate the team to maximise sales to the retail market.
This role reports into the Head of Customer Operations and this position is part of the senior management team.

As the Outbound Contact Centre Sales Manager some of your responsibility will be to:

• Lead the team to achieve sales targets whilst delivering outstanding customer experience
• Drive new and existing retail sales through new campaigns and promotions
• To ensure the team deliver excellent retail experience which is measured through retailers’ feedback
• To support and develop the advocacy of external partnerships including trade bodies
• Ensure all polices and procedures are embedded and delivered

If you are interested in applying for this position, you will need to have a passion for delivering exceptional sales leadership and management within a contact centre environment and be commercially focused to deliver consistently against sales and operations goals. You will need experience in understanding and working with dialler technologies and set-ups is important for this role along with being able to interpret data to influence partners and to manage the sales team.
The role is a Monday to Friday role and may require occasional travel.

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 (6 Month Contract)

Job Ref: DJJM1192
Job Title: Contact Centre Manager (6 Month Contract)
Job Location: London
Salary: Up to £55,000+ bens
Job Type: Contract – 6 months

Reporting to the Head of B2B, 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 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 & 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.

Continuous Improvement Manager – Process Improvement Manager – Customer Journey Manager – Roadmap Manager

Job Ref: DJJM1180
Job Title: Continuous Improvement Manager – Process Improvement Manager – Customer Journey Manager – Roadmap Manager
Location: Slough – Maidenhead – Reading – High Wycombe – Basingstoke – Berkshire – South East
Salary: £50,000 to £65,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Customer Experience Manager – Customer Journey Manager to take responsibility for a multi-channel, digitally aligned and ever evolving customer experience operation.

As the Customer Experience Manager – Customer Journey Manager within customer service, you will work with the senior customer management team to identify and develop the best customer journey through every channel, using insight, data and market intelligence to drive a positive Customer Journey and have a positive impact on NPS/CSAT scores.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible outcomes.

Some of the duties and responsibilities for the Customer Experience Manager – Customer Journey Manager will include:

• Champion the design and implementation of the customer journey over every customer channel.
• To build and maintain solid long-term relationships with internal stakeholders
• To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
• Drive continuous improvement ethos within the contact centre and the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Customer Experience Manager – Customer Journey Manager, working with a team of customer service professionals to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Experience Manager/ Vendor Manager

Job Ref: DJAD1073
Job Title: Customer Experience Manager/ Vendor Manager
Location London, Greater London, South East
Salary: £55,000 + benefits
Employment Type: Permanent

An incredibly exciting opportunity has arisen in a household brand to join their Customer Experience team at an exciting point of change as a Customer Experience Manager. The role will be tasked to deliver CX strategy as well as the management of the outsource partner relationship, in order to promote best in class customer experience and drive commercial results.

Some of the Responsibilities include:
• Lead and manage internal senior escalations executives to resolve all elements of high-level complaints from customers and work closely with outsourced partners to ensure that all general escalated activities adhere to business guidelines
• Lead, manage and build a strong relationship with the Outsource provider to ensure service levels are adhered to, quality levels are achieved, and budget is maintained
• Responsible for the delivery of service improvements across the business
• Provide a feedback loop to the business on areas that are driving customer contact and own the projects that will reduce customer contact and provide service improvements
• Work closely with stakeholders across the business to ensure that any future products or propositions are market ready without creating additional workarounds and back end processes
• Work closely with the Forecasting and Reporting Manager and Performance Manager to ensure effective reporting is in place and appropriate levels of staff are scheduled
• Oversee the competitions activities with Partnerships and support any activity migration or new stakeholder mapping. Retain a role in the audit and monitoring of competitions.
• Responsible for the quality of the operational team and there are effective measures in place to monitor customer interactions
• Be the internal champion of briefing, training and induction processes that ensure that sales objectives and brand values are enhanced by the customer service interaction

If you are interested to apply you will have:
• Deep understanding of dealing with escalated and high-level complaints
• Experience managing and delivering training and coaching and developing team members
• Ability to influence a wide range of audiences (including business stakeholders up to Senior Management)
• Ability to analyse performance data and identify when deeper insight is required.
• Experience at managing outsourced relationships across multiple communication channels
• Commercial experience in managing a budget, understanding the ROI of the operation and the impact a customer service operation has on churn reduction
• Creating innovative and creative solutions to overcome customer related issues
• Experience at managing virtual teams, where you have delivered projects which span multiple internal and external teams

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 – Customer Journey Manager – Roadmap Manager – Digital Journey Manager

Job Ref: DJJM1180
Job Title: Customer Experience Manager – Customer Journey Manager – Roadmap Manager – Digital Journey Manager
Location: Slough – Maidenhead – Reading – High Wycombe – Basingstoke – Berkshire – South East
Salary: Up to £60,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Customer Experience Manager – Customer Journey Manager to take responsibility for a multi-channel, digitally aligned and ever evolving customer experience operation.

As the Customer Experience Manager – Customer Journey Manager within customer service, you will work with the senior customer management team to identify and develop the best customer journey through every channel, using insight, data and market intelligence to drive a positive Customer Journey and have a positive impact on NPS/CSAT scores.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible outcomes.

Some of the duties and responsibilities for the Customer Experience Manager – Customer Journey Manager will include:

• Champion the design and implementation of the customer journey over every customer channel.
• To build and maintain solid long-term relationships with internal stakeholders
• To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
• Drive continuous improvement ethos within the contact centre and the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to the customers

If you are interested in applying for this position, you will need a proven track record as a Customer Experience Manager – Customer Journey Manager, working with a team of customer service professionals to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

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.