Contact Centre Team Manager

Job Ref: DJRL32089
Role: Contact Centre Team Manager
Location: Kent, London (Fully office based)
Salary: up to £30,000 per annum plus benefits
Employment Type: Permanent

Our client are looking for an experienced Team Manager who has worked in a Contact centre environment. You will be working as part of an evolving brand who are going from strength to strength.

You will be responsible for:
• Managing a team of 7FTE within a multi-channel contact centre.
• Developing and managing positive relationships with internal stakeholders and departments to deliver excellent customer service.
• Handling any escalated complaints from the team as required.
• Managing the team performance against required KPI’s and MI.
• Coaching and mentoring the team.
• Implementing Solutions to continually improve the customer experience.
• Taking responsibility for escalated complaints and to find a satisfactory resolution.

You will ideally be:
• An experienced team leader with a passion for keeping the customer at the heart of the operation.
• Strong experience from a contact centre environment.
• Passionate about the development of others through coaching and mentoring and sees the development of their team.
• Excellent in decision making and communicating in the most effective way.
• Experienced in financial decision making and budgeting.
• Highly effective in time management and can prioritise their workload effectively.
• Experienced of telephony systems.

This business are looking for inspiring leaders to really help to drive the customer operation effectively and brand ambassadors that will spread the vision and values of the organisation.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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 Operations Manager

Job Ref: DJHB32082
Job Title: Contact Centre Operations Manager
Location: Stafford, Staffordshire, Midlands
Salary: up to £47,000 per annum + benefits
Employment Type: 12-month Fixed Term Contract

An exciting opportunity has arisen for a Contact Centre Operations Manager to join a fast-paced and evolving Midlands based Utilities business who are going through extensive change and innovation. Covering a secondment, this position is currently available as a 12 month fixed term contract within a busy contact centre operation.

Managing a team of 7 direct reports at Team Manager level, you will be responsible for a dynamic operational team who are evolving at a rapid rate.

Working as part of the Operational leadership team, you will be required to:
• Report into the Head of Operations for the department, working closely with other Operations Managers to deliver key outcomes and deliverables.
• Manage a team of 7 Team Managers, ensuring that workloads are accurately distributed and key performance measures are being met.
• Drive ongoing continuous improvement across the department with the support of internal stakeholders.
• Maintain and champion high levels of customer service across the department.
• Improve customer experience and customer satisfaction (CSAT) within the operation; understanding customer feedback, the customer journey,
• Identify improvements to the customer journey, trend and issues with customer interaction and creating solutions.

You will ideally be:
• Experienced in leading operational teams.
• A passionate people leader with excellent communication skills
• From a highly regulated industry sector e.g. Financial Services, Utilities etc.
• A competent problem solver and solution creator.
• Able to work autonomously within a service delivery department.
• Experienced in a customer focused and customer handling environment in a Contact Centre
• Proven leadership experience within a customer focused environment
• Excellent organisational skills with the ability to prioritise daily tasks, requirements and projects
• A strong problem solver with the ability to think outside of the box to find appropriate solutions
• Exceptional time management skills
• Strong communication skills – both written and verbal
• A proactive individual who is able to use their initiative to ensure tasks are completed to deadlines and to high standards

This is a fantastic opportunity for an experienced Operational leader to join an established organisation who are currently experiencing an exciting period of growth.

Due to the nature of the business, you will be required to be in the office for the majority of the time, leading the contact centre operation in a socially distanced and compliant environment.

Interviews will take place onsite with the appropriate measures in place for social distancing aligned with COVID-19 practices for working.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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

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

Customer Experience Manager

Job Ref: DJHC32075
Job Title: Customer Experience Manager
Location: Hull/ Leeds (home and office based)
Salary: Up to £50k
Employment Type: Permanent

We are delighted to be working in partnership with a business going through large scale Customer Experience transformation. We are looking for a talented Customer Experience Manager to join this exciting people focused organisation.

This is an opportunity to create a Customer Experience function at the start of a huge journey and make a big impact on business performance.

Responsibilities:
• To understand, evaluate and then curate the desired Customer Experience for the organisations diverse customer segments
• To proactively increase customer satisfaction and loyalty, by anticipating and meeting customer needs
• Define and implement a complaints management policy for the business outlining the expectations for capturing, responding to, resolving, and fixing root causes of complaints
• To act as an ambassador for customers, bringing the customer perspective to life for colleagues across the business, and championing the benefits to the business of focussing on customer outcomes
• Leadership of up to 10 FTE in quality, complaints and insights roles

Key requirements and behaviours:
• Customer satisfaction comes first! Nothing makes you happier than a 5-star Customer Experience
• Exemplary stakeholder management capability to a senior level, a powerful storyteller with the ability to influence, persuade, challenge and compel senior leaders to take action
• Superb change management skills
• Excellent people leadership skills with a passion for creating a culture of engagement and empowerment
• Complaints management experience

If you are interested in applying for this position, you will need to have a proven track record of Customer Experience management and improvement including journey mapping, analysing customer feedback data and complaints root cause analysis.

You must be an inspirational and people focused leader with credibility to influence change at a senior level.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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: DJMA32081
Job Title: Head of Customer Experience
Location: South East (London) with flexible working
Salary: £50-70k
Employment Type: Permanent

This is a newly created opportunity within a fast growth consumer centric business. The business are expected to more than double in size in the next 12 months, with the same again in the following year.

To futureproof the business, they are looking to attract a Head of Customer Experience/Service, with a passion to create a world beating customer service strategy.

Working collaboratively with a small team and stakeholders, you will assess, investigate and recommend, quality, process, tools and technology improvements which will allow the business to thrive through scale, whilst leading a multi-channel small customer service team.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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 Field Operations

Job Ref: DJHC4310
Job Title: Head of Field Operations
Location: South East with national travel
Salary: Up to £90k salary plus benefits
Employment Type: Permanent

I am looking for a talented Head of Field Operations for a global organisation. This role will involve significant UK travel.

You will take operational responsibility of the field based service team, embedding a ‘sales through service’ culture and driving Customer Experience aligned to the brand ethos and values.

Responsibilities:
• Manage a field based team of approx. 150FTE located across the UK
• Aligning the performance of service operation to provide maximum Customer Experience outputs
• Embedding a sales through service culture and creating additional revenue streams for the business
• Be accountable for the performance of the field based operation ensuring efficiencies are maximised
• Significant Employee Engagement facilitating new performance, Customer and commercial strategy delivery

Key requirements and behaviours:
• Demonstrable experience of successfully motivating and engaging field based teams across large geographical areas (national would be an advantage)
• Experience embedding and driving behaviours that are aligned to brand values
• Proven ability of driving large teams to maximise revenue and promoting the identification of sales opportunities
• Experience of successfully leading and motivating operational teams significantly increasing Employee Engagement
• Customer centric having spent significant time contributing to company-wide customer agendas and advocating Customer Experience excellence
• Extremely performance focused
• Strong commercial acumen
• A driver of change
• Peoples person being able to effectively build credible relationships at all levels
• Continuous improvement mindset
• Continuously striving for excellence

If you are interested in applying for this position, you will need to have a proven track record of managing diverse field based teams in a customer service environment in very customer centric cultures.

You will need credibility to influence change at a senior level and be very performance and outcome driven. Experience working for a branded organisation is a must due to the realignment to the brands ethos and values.

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.