Team Manager

Job Ref: DJKG1294
Job Title: Team Manager
Location: Harlow
Salary: £25k to 30k
Employment Type: Permanent

An opportunity for an experienced Team Manager to join this well-established organisation, working in a high touch, quality led customer service function. This business will be undergoing significant transformation and change, and you will play a key part in enabling, coaching and developing your team to adapt and thrive to deliver an exceptional customer service.

This is a key role within this organisation. The main remit for this role is to manage the day to day delivery of customer service in a high volume, changing environment, helping implement change and transformation, and up skilling your advisors to develop a truly multi skilled team.

As a hands-on Team Manager, you will be great with people and the development, growth and engagement of your team. Through 121’s and coaching, you will help the team thrive and adapt to deliver a great customer experience.

Where necessary you will deal with any escalated issues for both the team management and customer complaints.

• Provide direct line leadership and management of the team
• Empower the team through training and development and execute outstanding customer service
• Help implement and support short- and long-term change plans whilst ensuring quality standards and continuous improvement is delivered
• Working closely with internal and external stakeholders

The team will be working 8am to 8pm on a 6-day working week, so some shifts and flexibility will be required to ensure the hours are covered with your colleagues.

We are looking for a strong experienced Team Manager/Team Leader, within a customer service environment. An individual with a great deal of people, culture and customer skills.

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, 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: DJJM1244
Job Title: Team Leader (Customer Experience)
Location: Midlands
Salary: Up to £30k salary, plus shift allowance
Employment Type: Permanent

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

This role is with an exciting FinTech organisation!

Shifts are Monday to Saturday, 9am until 7pm, with the possibility of introducing Sunday working hours.

Some Role Responsibilities:
• Operational Leadership and day to day management of the customer experience team (10FTE)
• Drive customer centric change within the team, advocating best practise
• Drive a supportive and collaborative culture within your team
• Use insight and MI to collaboratively drive customer experience and performance
• Identify cross sell and upsell opportunities, maximising on each customer contact
• Identify training needs and then coach and mentor your team in line with the business culture and objectives
• Develop and onboard new recruits, building knowledge and confidence, to achieve performance outcomes
• Drive ongoing quality improvements ensuring that high quality service is achieved
• Work cross functionally ensuring harmony across the many projects associated with a fast paced, exciting, and growing business
• Ensure that regulatory and compliance requirements are always adhered to and monitored

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 into any discussions or offer any assistance regarding sponsorship.

UX Manager

Job Ref: DJHC4294
Job Title: UX Manager
Location: South East
Salary: Up to £55k salary
Employment Type: Permanent

We are looking for an experienced UX Manager to lead the Digital UX, creating governance as well as being creative and innovative. This role requires somebody with a passion for Digital Customer Experience, specifically user experience, interaction design, navigation and information architecture.

Responsibilities:
• To continuously advocate the customer across functions
• Manage a team of contract and UX Managers
• Lead on large-scale website re-design that links to the overall Digital Strategy, ensuring that user experience roadmap items are business cased and change is managed appropriately
• Utilise data to optimise performance across the function
• Manage 3rd party relationships to create pivotal web experiences
• Responsible for Accessibility accreditation targets
• Support and proactively identify improvements to achieve CSAT and maximise the Customer Experience
• Creation and rollout of visual design to be used by the Content and Development teams
• Research of UX/UI, user-centred design and interaction design trends

Key behaviours:
• A UX Manager who can succeed in a complex and challenging environment
• A customer advocate who will always look at how to achieve best outcomes for the customer
• Solutions driven
• Hard working
• Resilient
• Influential and a great communicator at all levels
• Be passionate about digital and advocating best practise

If you are interested in applying for this position, you will need to have a proven track record within digital communication improving User and 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 in to any discussions or offer any assistance regarding sponsorship.

Director of Customer Operations

Job Ref: DJHC4292
Job Title: Director of Customer Operations
Location: South East / South Coast
Salary: Up to £120k salary + bonus + benefits
Employment Type: Permanent

I am looking for an exceptionally people focused Director of Customer Operations who has experience of driving results for the customer across Customer Experience and managing operational teams.

Responsibilities:
• Lead the Customer Operations Team (200FTE), including Customer Service, Customer Experience, Customer Insight, compliance and field based operations
• Through analysing customer needs, build a market leading Customer Experience process and monitor and improve this across the operation, and cross functionally
• Support customers throughout the customer journey ensuring they have an appropriate and exemplary level of support
• Drive the new multi-channel Operating Model embracing the people focused culture and tasking the operation on a journey
• Lead the development and training of the operational teams to successfully support customers through their customer journey and embed strategies and processes to improve service
• Set appropriate metrics and SLA’s to ensure performance is at an optimal level in both customer service and overall customer experience
• Represent Customer Experience excellence across the organisation, being the businesses Customer Advocate

Key behaviours:
• Self-starter, resilient, focused, a real achiever of results
• Excellent understanding and customer journey mapping and customer experience
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo

If you are interested in applying for this position, you will need to have a proven track record of leading large scale change whilst increasing performance in a multi-channel 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 in to any discussions or offer any assistance regarding sponsorship.

Head of Operations / Contact Centre Manager

Job Ref: DJJM1239
Job Title: Head of Operations / Contact Centre Manager
Job Location: London / Middlesbrough
Salary: Up to £70,000 + bens (PRO RATA)
Employment Type: 6 Month Contract (Part-Time 4-Day Week)

Reporting to the Head of Operations, 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 & 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.

Senior Customer Service Manager

Job Ref: DJHC4290
Job Title: Senior Customer Service Manager
Location: South East (Coast)
Salary: Up to £60k Salary
Employment Type: Permanent

I am looking for an enthusiastic Customer Service Manager, who has experience of driving results for the customer across complaints and specialist functions.

This is a high impact role with an instantly recognisable organisation!

Responsibilities:
• Manage and assure the accelerated and effective resolution of high profile complaints
• Manage the complaints process ensuring appropriate actions are in place to enable resolution and compliance
• Lead and manage the delivery of litigation and enforcement activity to agreed timescales, outcomes and debt strategies
• Provide feedback and input to the customer strategy and relationship management teams to drive improvement in effective customer journeys
• Oversee the management of Key Accounts
• Lead and develop a diverse team to effectively deliver defined outcomes, build a high performing culture which strives to consistently improve effectiveness, efficiency and ways of working
• Drive effectiveness and efficiency of the team, actively reducing cost and improving outcomes
• Own the process for effective service delivery for vulnerable customers

Key behaviours:
• Enthusiastic and energetic
• 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 of customer experience excellence

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.

Senior Head of Operations

Job Ref: DJHC4286a
Job Title: Senior Head of Operations
Location: South West
Salary: Up to £80k Salary
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.

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.

Head of Customer Operations – Head of Operations

Job Ref: DJJM1237
Job Title: Head of Customer Operations – Head of Operations
Job Location: Cardiff
Salary – up to £75k plus bens
Employment Type: Permanent

Reporting to the Customer Service Director, this role is within a successful organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in improving service delivery across the business. Working as part of the senior management team you will input into future strategy and development, drive continuous improvement and deliver an enhanced operation by fully engaging your colleagues.

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
• Build, Maintain and develop outsourced relationships
• 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, have a good understanding and passion for new technology and customer interaction channels. 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.

Resource Planning Analyst

Job Ref: DJPF1282
Job Title: Resource Planning Analyst
Location Plymouth, South West
Salary: Up to £25,000 + Benefits
Employment Type: Permanent

My client is looking for a Resource Planning and Dialler Analyst to support in creating effective resource plans that are based on data inputs from all areas of the business. You will be required to analyse data, recommend strategies and build forecasts based on call volume and length.

Some of the Responsibilities include:

• Inbound and Outbound Resource planning
• Work collaboratively to ensure data & resource are applied to optimise dialling in a compliant and efficient manner
• Operational monitoring of relevant technology
• Proactively identify performance challenges across the operation
• Ensure you remain compliant and adhere to all company policies and regulations

If you are interested to apply:

• Proven track record of working with stakeholders to understand requirements
• Target driven, ability to assimilate KPIs and build strategies around these KPIs
• Good communication & interpersonal skills at all levels
• Strong excel skills – VBA and MS Access (desirable)
• Resource Planning experience (desirable)

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 Service

Job Ref: DJHC4288
Job Title: Head of Customer Service
Location: Yorkshire
Salary: Up to £100k + bonus
Employment Tyne: Permanent

I am looking for an exceptionally customer focused Head of Customer Service, who is all about their people!

If you have worked in a multi channel environment and have delivered innovative customer and digital strategies across service operations, this role could be for you!

Working within an established centre undergoing a period of transformational change, you will be an inspirational Leader. Some responsibilities for the role will include:

• Excellent execution and day to day delivery of all KPI’s in line with customer and business needs resulting in quality customer experience across all channels
• Grow your business area and build brand advocacy based upon high levels of customer satisfaction, engagement and retention
• Optimise customer contact across each channel, through correct servicing of customer needs
• Drive continuous improvement activity across the customer operation
• Develop your people to become multi-channel customer services experts
• Ensure sufficient staff capacity and optimal productivity to manage call volumes and provide market leading customer service standards
• Maximise people engagement and advocacy through effective and visible leadership

If you are interested in applying for this position you will need proven experience of achieving great results through others in a customer service 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.