Head of Customer Experience (8 to 12 weeks contract)

Ref: DJKG1191
Job Title: Head of Customer Experience (8 to 12 weeks contract)
Location: Bolton
Day Rate: £70k to £100k (this is pro-rata)

A great opportunity to join an expanding company to realign processes and procedures around Customer Experience and Customer Service within a contact centre environment.

This company has organically grown and is looking for a customer experience expert to realign the process and procedures and measurements of outstanding customer service. This is a multilingual contact centre operating a 24/7 service.

The Role:

You will be responsible for working alongside the Head of Customer Service as a consultant to balance cost with delivering outstanding customer experience
• Observe the current processes in place
• Look at the customer journey and how to improve customer experience
• Implement any new processes and deploy across the team
• Providing hands on support and managing escalation queries

The Candidate

For this role you will need to understand live chat, as this is 90% of communication, have experience of working within a blue-chip organisation and have a natural entrepreneurial flare. This is an interim contract between 8 to 12 weeks and they are looking for someone that has experience in outlining and measuring outstanding customer experience whilst looking at cost efficiency.

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

Job Ref: DJJM1130
Job Title: Contact Centre Manager
Job Location: Midlands
Salary – Up to £60,000+ bens

Reporting to the Customer Service 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 members, including driving a coaching culture and planning training programmes
• Driving engagement and loyalty of employees, through development of reward schemes and recognition
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Provide lead on contact centre change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff through cultural change, have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working 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.

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.

Head of Customer Service

Job Ref: DJMA1733
Job Title: Head of Customer Service
Location: South East – (North London and Hertfordshire, Buckinghamshire, Berkshire commutable areas
Salary: £60-70k base 20% bonus and bens.

This is a fantastic opportunity for a proven contact centre/customer service leader who will helping this fast growing and early stage development company to realise it’s goal of delivering industry leading, (potentially award winning) customer experience across both a traditional and online/ecommerce business proposition.

You will take responsibility for a small but growing team serving both a B2B and B2C customer base. Managing the entire lifecycle from welcome and on-boarding, through delivery, then maintaining contact for repeat purchase and other opportunities.

Working with the senior and executive leadership team, you will be the go to contact within customer experience and bring the voice of the customer to your colleagues so they can develop future strategies which will deliver developments in communication channels, self-serve, live chat, CRM, engagement and retention activities.

Some of the duties and responsibilities will include:

Fully responsible for P&L across customer service, the role will deliver and exceed agreed sales through a detailed operational business plan.

Identify key trends and market opportunities to develop a best in class proposition.

Be responsible for continuous improvement of employees through training, coaching and development activities.

Define and develop business unit performance for quality, sales and service delivery.

Work collaboratively to engage and influence senior colleagues across the business.

If you are interested in applying for this position you will have a real passion for the delivery of a great customer service, you will be a self-starter and have the ideas and commercial acumen to develop and present opportunities for investment, improvements, new strategies and drive these approved changes to achieve set goals.

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: DJJM1128
Job Title: Contact Centre Manager
Job Location: Midlands
Salary – up to £45,000+ bens and bonus

Reporting to the Customer Service Director, this role is within a fast-growing organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• To review and enhance customer contact strategy
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Agree service delivery plans and monitor service output
• Provide lead on contact centre change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for understanding customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working 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.

Contact Centre Manager

Job Ref: DJJM1129
Job Title: Contact Centre Manager
Job Location: South East (Sussex)
Salary – up to £45,000+ bens and bonus

Reporting to the Customer Service Director, this role is within a fast-growing organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• To review and enhance customer contact strategy
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Agree service delivery plans and monitor service output
• Provide lead on contact centre change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for understanding customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working 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.

Contact Centre Team Manager

Job Ref: DJMA1731
Job Title: Contact Centre Team Manager
Location: South East – Hampshire
Salary: £25k base bonus bens.
Monday to Friday 9-5 or 10-6 and 1 in 4 Saturdays required 9-5.

If you are passionate about delivering a great customer service and want to join a forward thinking continuous improvement environment, working with many leading and trusted brands, this role might be for you.
This is an opportunity for a Customer Service Contact Centre Team Leader to lead a team of customer advisors, communicating company goals and delivering a high-touch customer experience strategy.
You will motivate team members and assess performance through the quality management programme. Working alongside the management team, the Team Leader will provide day to day contact centre support, including hiring and training to ensure their team meet all agreed SLA’s and KPI’s.

Duties and Responsibilities will include:
• Delivery of “High Touch” service to our customers and consumers
• Monitor performance of team members and take action where required (using SMART plans) to ensure KPI’s and SLA’s are met.
• Develop strategies to promote team members adherence to company goals.
• Conduct regular one to one and team meetings to communicate key messages.
• Provide training, coaching and support to your team as agreed on individual performance meetings.
• Resolve any escalated customer and consumer complaints and highlight any trends or risks to the management team.
• If you are interested in applying for this role, you will have experience within a contact centre and leading and managing a team, with a clear focus on the customer.

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.

Product Manager

Job Ref: DJAD1019
Role: Product Manager
Location: London
Salary: £30,000 – £34,000

An exciting online gaming brand is looking for a Product Manager to join their team in London. Reporting into the Senior Product Manager the role involves being part of a team that are experts in the Casino product.

Responsibilities include:
• Act as a casino expert to help and support contact centre staff
• Liaison with third party suppliers to resolve incidents and provide an excellent customer experience.
• Management of the game launch process and other related content management procedures
• Provide a customer focused input into the casino product roadmap.
• Refine and improve casino related processes.
• Support for CRM and promotional teams.

The purpose of the role is to – Increase turnover and player retention for Casino, reduce customer contact resolution times and improve customer satisfaction measures.

The successful candidate will have:
• Good knowledge and passion for online gambling and or casino industry
• Strong computer literacy in Microsoft Office suite
• Have knowledge of Playtech IMS system

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.

Contact Centre Manager

Ref: DJKG1183
Job Title: Contact Centre Manager
Location: Leeds
Salary £35k to £40k

Working for a well-established company that due to internal promotions are looking for a dynamic and successful Contact Centre Manager.

This well-established distribution company is looking for a strong Contact Centre Manager that can lead and manage an overall fte of 40 with 8 direct reports. This company has award winning with their customer experience.

The Role:
The successful person with take full ownership of the customer service department, working on a B2B and B2C level. You will effectively manage and lead the department to achieve the needs of the business on all levels. You will report to the Head of Client Services.

• To manage the delivery outstanding customer experience and service
• Identify areas of improvement through best practice
• Addressing client complaints and escalations in a timely manner
• Identifying training needs throughout the department
• Explore growth opportunities
• Responsible for achieving KPI’s and SLA’s for the department

The Candidate
My client is looking for someone that is already experienced as a Customer Service Manager or Contact centre Manager, showcasing outstanding people management skills. Some client visits may be required on occasions, so a car owner and driving licence is essential.

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.

Team Leader

Job Ref: DJHC4248
Job Title: Team Leader
Location: South East
Salary: Up to £31k basic + Shift Allowance

This is an exciting role with an award winning FinTech brand.

My client is looking for a Team Leader to provide motivation, knowledge and support in a fast paced environment.

Responsibilities will include:
• Supervise a team of 12 FTE to deliver operational targets and customer standards
• Supervise the attendance, wellbeing and behaviour of the team to ensure good management practice in line with company values and standards
• Support team members on a day to day basis to resolve queries, build knowledge and confidence, and achieve company standards
• Maintain excellent team communication through team meetings, daily and weekly updates, etc, to ensure all team members are aware of team and product performance
• Plan, organise and oversee resource scheduling for the team to ensure adequate cover is in place including absence cover
• Participate in the shift team rota on an exceptional basis to provide cover when needs are urgent
• Work cross functionally to ensure appropriate cover across the operation and encourage cross-training
• Work closely with Customer Support Manager and lead on recruitment to ensure high calibre recruits are selected for the team

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, having a clear career plan in place to progress within the business.

If you would like to be considered for this role you will have experience across sales and service customer contact operations, ideally in a business to consumer 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 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.