Contact Centre Manager

Job Ref: DJJM1140
Job Title: Contact Centre Manager
Location: Midlands
Salary: 3/6 Month temp to perm contract (£60,000+ bens Pro Rata)

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 both team managers and team member
• 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 customer satisfaction 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 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 Customer Experience

Job Ref: DJMA1740
Job Title: Head of Customer Experience
Location: South East – Central London
Salary: £60-80,000 base plus bonus bens and equity incentives

This is an opportunity to take the lead on the development and delivery of the customer service and customer experience within this fast growth, ambitious digitally led business.

In their early stages of development but with strong VC backing and investment, this business are already the market leader, profitable and are experiencing double digit growth which is expected to continue for the coming years.

They are looking for a hands-on, strategic leader to join the senior management team, working as the customer champion and to take what is initially a smaller customer service function to deliver best in class customer experience to a dual customer in a digital

Some of the responsibilities will include:
• Set the strategic vision for customer service and the wider customer experience in a digital user environment.
• Recruit, train and develop a high performance, highly engaged team.
• Set the tone of voice and communication strategy across a multi-channel contact environment, with a focus on digital.
• Set and deliver best in class customer service.
• Develop continuous improvement, recommending and implementing process, tools and technologies which will deliver an enhanced digital and customer experience.

If you are interested in applying for this role you will be a commercially, customer focused leader, ideally within a digitally led customer operation, or with exposure to a high level of digital users and have experience of defining the digital customer journey and experience. You will also need to evidence the ability to scale an operation efficiently and effectively whilst maintaining and delivering an excellent customer proposition.

This role is leading a small team but will require a great deal of influence and strategy development and delivery, so a strategic thinker with a hands-on approach to ensure the strategy is fully implemented, embedded and delivers the required results will be required.

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.

Head of Resource Planning – 6 MONTHS FIXED TERM CONTRACT

Job Ref: DJPF1137a
Role: Head of Resource Planning – 6 MONTHS FIXED TERM CONTRACT
Location: South East
Salary: £85k FTC (or up to £600 per day)

My client is looking for a Head of Resource Planning who will be responsibility for effective capacity planning and insight creation in order to improve Customer Experience, Revenue performance and operational effectiveness of Customer Centres – covering circa 700 employees, handling circa 2.5M contacts per annum across inbound & outbound telephony, email chat media and back office operations. THIS ROLE IS FOR AN IMMEDIATE START.

The successful candidate will have experience of leading a planning team across a multi-channel contact centre operations. They will have extensive knowledge of end to end planning and MI.

The specific responsibilities of the team include contact forecasting, employee scheduling, adherence and real-time management as well as being responsible for optimisation of the Customer Centre telephony including Voice Response and call routing. The team is responsible for Business Performance reporting, regular report production (Operational performance, Customer Satisfaction, People engagement), revenue forecasting & targeting and developing new reporting tools and databases. In addition, expert support Insight is provided to the Customer division.

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 Director

Job Reference: DJHC4249
Job Title: Customer Service Director
Location: South East – National Travel
Salary: Up to £85k salary + bonus (£100k OTE)

I am looking for an influential and dynamic Customer Service Director to drive transformation across a regional and therefore multisite customer service operation.

If you are looking for the next step in your career, are passionate about the customer, and are experienced in instigating and driving large scale customer centric transformation, then this role could be for you!

Some of the responsibilities will include:
• Redesign of the customer service operating model, including structure, technology, and process
• Influence key stakeholders to gain buy in for significant transformation across the customer organisation, demonstrating customer experience improvements and return on investment
• Engage the employee and customer base to create an industry leading customer experience
• Modifying the sales and service strategy, putting the customer at the fore
• Implement effective processes and process management across the customer function
• Design and own the credit control process, with a focus on diminishing aged debt
• Manage the customer service teams, across multiple UK sites

This role requires significant transformation management and implementation, and so you must be able to demonstrate an ability to drive change through others. Knowledge of customer service in a retail and/ or regionalised environment will be 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 Customer Service

Job Ref: DJMA1737
Job Title: Head of Customer Service
Location: South East, (North London, Northern Home Counties/Hertfordshire).
Salary: £60-70,000 base plus bonus bens

The Customer Proposition is in its early stages of development within this fast-growing utility services company. As the Head of Customer, you will lead on the customer strategy to build and manage effective systems, process and a culture which puts the customer front and centre of all activities, to deliver a first-class customer experience, through partners as well as direct contact.

Reporting to the CEO, you will be part of the senior leadership team. You will need to use your communication, interpersonal influence and negotiation skills to win the hearts and minds of your peers, colleagues and partner companies to develop and implement a strategy which delivers increased customer service and satisfaction

As the voice of the customer you will build and gather insight and analytics from large amounts of data to present a compelling story and need for change, highlighting risk, reward, compliance and opportunities for future strategy development.

You will be responsible for developing a robust service management mandate which can be monitored for compliance and performance across internal and external partners and developing an effective on-going training and development plan to drive customer service thinking across all business areas.

You will play a pivotal part in the business achieving its goal of offering a differentiated service to its customers and partner companies.

If you are interested in applying for this position, you will have proven experience leading a customer proposition and strategy, ideally from within a utilities environment, building services, facilities management and or construction business. Alternatively, evidence of working with third party partners in a B2B contract capacity to achieve a performance uplift and enhanced customer service and experience, could also be considered.

This role is leading a small team but will require a great deal of influence and strategy development and delivery, so a strategic thinker with a hands-on approach to ensure the strategy is fully implemented, embedded and delivers the required results will be required.

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.

Senior Contact Centre Manager

Job Ref: DJMA1736
Job Title: Senior Contact Centre Manager
Location: South East (Bedfordshire, Buckinghamshire, Northamptonshire, Oxfordshire and North London commutable locations)
Salary: £45-50,000 base, 15% bonus, company car plus bens

Opportunity to join a leading brand who have achieved No 1 status across their highly competitive market for customer service. The ongoing challenge; to continue to develop an innovative range of solutions and offerings whilst ensuring that customer service and the overarching customer experience is centre stage in the ongoing strategy development, identification of continuous improvement, performance and efficiencies.

You will be a proven contact centre manager who has experienced delivering effective programmes of change that have achieved uplifts in performance, efficiencies and have achieved uplifts in customer satisfaction, loyalty and retention.

Working within a regulated environment you will need to develop, train and coach your contact centre team, your experiences, feedback and enthusiasm will and can make all the difference to build an engaged, fun, motivated team, focused on the customer and doing the right thing but with an understanding and accountability for the commercials and compliance.

A customer advocate, you will be a passionate leader of people and want to be part of a high-performance team, in a high profile leading brand. Excellent stakeholder management and relationship skills will also be required.

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 any discussions or offer any assistance regarding sponsorship.

Vendor/ 3rd Party Relationship Manager

Job Reference: DJHC4251
Job Title: Vendor/ 3rd Party Relationship Manager
Location: Central Scotland
Salary: Up to £55k salary + bonus

I am looking for a dynamic Vendor/ 3rd Party Relationship Manager for a forward thinking business in the Central Scotland region. Process improvement and customer excellence transformation will be a feature of this role, as well as maximising the 3rd party relationship for all involved.

If you are looking for the next step in your career, and enjoy influencing people for great commercial and customer outcomes, then this role could be for you!

Some of the responsibilities will include:
• Manage and oversee the service teams, putting together strategic plans for all Client activity
• Ensuring the needs of the Client are met, in line with Service Level Agreements (SLA) and KPI’s
• Develop the relationship with the Client, exploring new ways of working for mutual benefit
• Process improvement ensuring that processes and procedures are appropriately controlled, monitored and documented and operated within the confines of the contractual requirements
• To support and develop the team with regular feedback on performance
• Act as an escalation point where service has not met client expectations
• Formulate medium and long term strategic plans for the department together with the Senior Manager
• Attend monthly service review meetings with the team, discussing successes, challenges and initiatives in order to enhance the Customer experience
• Planning and implementation of change
• Ensure continuous improvement of the Customer Experience
• Deputise for the Senior Management and provide support as appropriate
• Carry out any other duties whenever reasonably instructed

This role requires significant 3rd party management experience. You must therefore be a great influencer at all levels, and be used to achieving exceptional results through others.

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.

Service Delivery Manager

Ref: DJKG1194
Job Title: Service Delivery Manager
Location: South East
Salary: £50k to £55k

Opportunity to manage a growing team of a 50fte contact centre, working on behalf of an established retailer to ensure delivery of exceptional customer service and experience.

The Role

This role would suit an experienced Manager and Leader across Contact Centres or Customer Service. This is a start-up operation so experience in growing a team in a fast-paced environment is essential.

The main responsibilities will be to manage corporate stakeholders and have an adaptable and strong entrepreneurial nature to manage this client. You will report to the Head of Operations.

Some of the Duties and Responsibilities:

• Responsible for coordinating the delivery on on-going services to the customer
• Building strong relations with the stakeholders on a corporate level.
• Building the team and enhancing on training and development
• Be involved in the recruitment, training and development for the customer service team
• Develop new initiatives to increase productivity, gain efficiencies and enhance customer satisfaction, loyalty and retention.

The Candidate

The ideal candidate will need to come from a Contact Centre background ideally within the retail market space. You will need to be dynamic and corporate in your approach with a natural leadership flare to work hands on and within a fast paced and changing environment

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

Follow us on Twitter @callcentrejobs1

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

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

Contact Centre Manager

Job Ref: DJJM1135
Job Title: Contact Centre Manager
Job Location: Midlands
Salary – Up to £60,000+ bens

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 both team managers and team member
• 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 customer satisfaction 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 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 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.

Contact Centre Manager

Ref: DJAD1023
Role: Contact Centre Manager
Location: Midlands
Salary: £50k – £70k

A well known organisation in the Midlands are looking for a Contact Centre Operations Manager to join their organisation. You will be responsible for 70+ 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, who can 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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.