Customer Experience Manager (Customer Joining Manager)

Job Ref: DJMA1777
Job Title: Customer Experience Manager (Customer Joining Manager)
Location: South East – Bedfordshire/Buckinghamshire/Northampton shire/Northern Home Counties
Salary: £45-55,000 base salary dependent on candidate plus bens
Contract Type: Permanent

This is a newly created position to join a fast growing, regulated business, as they look to continually develop their customer journey and customer experience, to improve the ease of doing business for their customers, to further improve service, loyalty and advocacy.

They are looking for an individual who asks the why, understands the problem is a great communicator and collaborator.

Reporting to the Head of Customer Experience, the Customer Experience Manager (Customer Joining Manager) will own the end to end customer journey and user experience from design, data, customer on boarding and process improvement.

The Customer Experience Manager (Customer Joining Manager) will lead a team across a number of distinct areas, with varying skillsets, whilst working with the wider business to define and develop the case for change and help drive, develop and embed transformation and process improvements, which helps achieve the business goals and aims to deliver a better, easier customer experience for their employees and customers.

If you are interested in applying for this role you will need a background in customer experience management, continuous improvement and change management. Excellent communication, people and stakeholder management skills. Any onboarding and online experience would be a distinct advantage.

Excellent communication skills, a data driven approach and a can-do attitude.

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 Relations Manager

Job Ref: DJMA1774
Job Title: Customer Relations Manager
Location: South East – Bedfordshire/Buckinghamshire/Northampton shire/Northern Home Counties
Salary: £45-55,000 base salary dependent on candidate and bens
Contract Type: Permanent

This is an opportunity for a Customer Relations Manager to lead and develop a number of teams across quality, complaints and customer relations team. The Customer Relations Manager will also take responsibility to develop customer experience, product and service initiatives, to enhance the customer proposition, service delivery and future acquisition, retentions and loyalty.

Working within a regulated environment, this is also a technical, fast paced and changing market environment. In addition to managing your team, you will work with product and technical peers and stakeholders to provide data and voice of the customer insight so that future strategy and product roadmaps can be improved and developed with the customer in mind.

The successful candidate will develop an engaged, motivated team through a period of change. With a strategic, commercial, customer centric approach, the Customer Relations Manager will be an excellent communicator and people manager, able to develop a case for change, using data and customer insight, presenting ideas and recommendations to technical and non-technical stakeholders, whilst ensuring a much-improved customer experience.

This is a great opportunity who is looking for a broader operational management role in a growing and changing, innovative company.

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.

Solutions Architect

Job Ref: DJMA1775
Job Title: Solutions Architect
Location: UK
Salary: £80-100k base, bonus dep on candidate and experience
Contract Type: Permanent

My client is looking for a Solutions Architect (Contact Centre, Customer Experience and Digital Solutions) to put together pre sales business cases for the effective delivery of digital/ multichannel customer contact.

Working at a strategic level, internally and with global organisations, you will be comfortable in a Consultative and customer facing role.

Some responsibilities are to include:
• Integration of effective customer experience solutions across the multi-channel with a bias
• To be a customer experience expert and strategies best in class customer contact solutions
• Advise on best practise for delivering customer service excellence via the multi-channel
• Work within a pre-sales team in order to identify and build effective digital and multi-channel customer contact strategies in favour of providing a best in class customer experience
• Build the strategy for multi-channel customer contact solutions
• Understand when and how telephony, webchat, social media communication, e-mail and SMS customer communication works best and the impact that this has on the customer
• Communicate best in class customer contact solutions externally via client meetings and business conferences
• Provide a best in class and consultative service, with the ability to build market leading customer contact business models
• Work cross functionally within complex organisations being able to influence at all levels

Attributes:
• You will need a proven track record of high impact success in a consultative and complex sales environment
• Ability to interpret data and map customer experience journeys across voice, digital and multi channels
• Experience of building large scale customer contact solutions
• An exceptional level of interpersonal skills in order to influence internal and external stakeholders to drive business outcomes
• Be a very credible client services manager, understanding and being sympathetic to the client’s needs, with the end users customer experience at the heart of your activity
• Customer centric
• Entrepreneurial and creative nature
• High sense of urgency and self starting attitude
• Analytical nature
• Excellent problem solving 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 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.

Uwch Reolwr Profiad Cwsmeriaid ac Arloesedd

Disgrifiad Swydd

Teitl y Swydd: Uwch Reolwr Profiad Cwsmeriaid ac Arloesedd
Adran: Profiad Cwsmeriaid
Ystod Cyflog: Cystadleuol
Lleoliad Caerdydd – symud i Bontypridd erbyn 2020
Math o Gontract: Parhaol
Sgiliau iaith Gymraeg: Dymunol
Patrwm Gweithio: Llawn amser. Bydd patrymau gwaith amgen yn cael eu hystyried; fodd bynnag, gall anghenion busnes gyfyngu ar y trefniadau a gynigir.
Cliriad Diogelwch: Mae’r penodiad yn amodol ar gwblhau fetio diogelwch lefel sylfaenol y Gwasanaeth Datgelu a Gwahardd yn llwyddiannus (y safon ofynnol).
Cyswllt: mail@douglas-jackson.com

Pwrpas y Swydd

Trafnidiaeth Cymru (TfW) yw’r cwmni dielw sy’n gyrru gweledigaeth Llywodraeth Cymru o rwydwaith trafnidiaeth o ansawdd uchel, diogel, integredig, fforddiadwy a hygyrch yng Nghymru. Ein cenhadaeth yw Cadw Cymru i Symud trwy ddarparu gwasanaeth sy’n canolbwyntio ar y cwsmer, cyngor arbenigol a buddsoddiad yn y seilwaith.

Gall teithwyr rheilffordd ledled Cymru a’i gororau bellach edrych ymlaen at weld eu gwasanaethau rheilffyrdd yn cael eu gweddnewid, diolch i fuddsoddiad gwerth £5 biliwn a fydd yn ariannu gwelliannau sylweddol i amlder ac ansawdd gwasanaethau Cymru a’r Gororau, yn ogystal â chreu Metro De Cymru.

Bydd yr Uwch Reolwr Profiad Cwsmeriaid ac Arloesedd yn gyfrifol am ddatblygu a chyflwyno glasbrint newydd ar gyfer gwasanaeth gwych, gan sicrhau bod y cwsmer wrth wraidd popeth a wnawn. Gan weithio ar y cyd â chydweithwyr ar draws y cwmni a thrydydd partïon, bydd yr Uwch Reolwr Profiad Cwsmeriaid ac Arloesedd yn cyfrannu at ddatblygu brand Trafnidiaeth Cymru mewn sawl cyfrwng, gan hyrwyddo dull ‘un cywair un llais’, gyda phwyslais ar brofiad cwsmeriaid, er mwyn sicrhau bod cwsmeriaid yn derbyn gwasanaeth cyson wych.

Rolau a Chyfrifoldebau:
• Datblygu, cyflwyno a monitro effaith strategaeth profiad cwsmeriaid.
• Llywio’r gwaith o gynllunio, cyflwyno a gwreiddio diwylliant cwsmeriaid-ganolog a’r rhaglen waith gysylltiedig, o’r syniad i’r realiti.
• Cynghori cydweithwyr a chyflenwyr ar ble, sut a phryd i weithredu gwelliannau, gan amlinellu’r prif ofynion, prosesau a gwelliannau parhaus.
• Arwain a datblygu rhaglen Profiad Cwsmeriaid a sicrhau bod gwasanaeth rhagorol yn cael ei ddarparu i gwsmeriaid a rhanddeiliaid.
• Gweithio gydag uwch randdeiliaid a chyflenwyr trydydd parti i ymchwilio i a deall yr amgylchedd presennol a’r cyfleoedd i newid.
• Gweithio gyda’r timau Cyfathrebu a Phrofiad Cwsmeriaid er mwyn hyrwyddo’r syniad o rannu arferion gorau trwy gyfathrebu, hyfforddiant a chymell effeithiol yn fewnol ac yn allanol.
• Creu cynlluniau i ddatblygu ymddygiad, dysgu a sgiliau ar draws meysydd gweithredol.
• Trwy waith ymchwil, dadansoddi a dealltwriaeth, datblygu a chynrychioli llais y cwsmer ledled y cwmni a’i gyflenwyr a’i bartneriaid.
• Gweithio er mwyn parhau i ddatblygu a gwella profiadau cwsmeriaid gan ddefnyddio dealltwriaeth a dadansoddiad o adborth cwsmeriaid, ynghyd ag adborth y diwydiant, er mwyn darparu strategaethau cwmser-ganolog sy’n gwella canlyniadau i gwsmeriaid a gwasanaethau mwy cost-effeithiol.
• Rheoli ac ysbrydoli’r tîm i gyfrannu’n llawn at fodloni amcanion unigol, y tîm a’r busnes yn llawn.
• Sicrhau bod Trafnidiaeth Cymru yn dal i gydymffurfio â’r newidiadau perthnasol mewn deddfwriaeth ac arferion gorau.
• Rheoli cyllideb benodedig, gan gynnwys rhagfynegi a monitro gwariant a datblygu atebion er mwyn sicrhau’r effeithlonrwydd mwyaf.
• Deall sefyllfa ariannol y cwmni a’r economi ehangach, a sicrhau ein bod ni’n cyflawni gwerth am arian wrth ddarparu gwasanaethau.
• Cynnal eich datblygiad proffesiynol eich hun a bod yn gwbl ymwybodol o newidiadau i reoliadau a datblygiadau arferion gorau.
• Cyflawni unrhyw ddyletswyddau eraill fel bo’r angen, yn unol â’ch rôl a’ch gradd.

Gwybodaeth, Sgiliau, Cymwysterau a Phrofiad

Hanfodol:
• Profiad o weithio ym maes busnes newydd a/neu brofiad o arwain rhaglen profiad cwsmeriaid neu newid diwylliant.
• Profiad o ddatblygu, cyflwyno a monitro effaith strategaethau profiad cwsmeriaid llwyddiannus.
• Profiad amlwg o fethodolegau a mentrau arferion gorau ym maes profiad cwsmeriaid.
• Sgiliau arwain, rheoli newid, rhyngbersonol a chyfathrebu rhagorol (ar lafar ac ar bapur) gyda sgiliau dylanwadu a chyd-drafod da.
• Sgiliau gwneud penderfyniadau clir, ystyriol ac amserol, a’r gallu i ddadansoddi sefyllfa’n gyflym, pwyso a mesur y risgiau a’r cyfleoedd, a chreu atebion er budd y busnes yn gyffredinol.
• Gallu amlwg i ddatblygu, llywio ac ysbrydoli tîm.
• Profiad o ennyn diddordeb a datblygu perthnasau gwaith effeithiol gydag ystod o gwsmeriaid mewnol ac allanol a rhanddeiliaid.
• Profiad amlwg o gydweithio â’r holl bartïon er mwyn cyflwyno amrywiaeth o ganlyniadau busnes.
• Y gallu i hyrwyddo cydweithredu a datrys materion busnes pwysig, gyda phwyslais ar feithrin rhwydweithiau cryf a gwella’r ddarpariaeth gwasanaeth yn gyffredinol.
• Y gallu i weithio ar draws lefelau busnes amrywiol, o’r lefel weithredol i’r rheng flaen, gyda’r gallu i ymgysylltu’n effeithiol â chwsmeriaid.
• Profiad amlwg o gynllunio, blaenoriaethu a chyflwyno gwaith yn gyson i safon uchel ac erbyn y dyddiad cau gofynnol.
• Profiad amlwg o weithio’n dda dan bwysau a gweithio’n hyblyg i reoli blaenoriaethau sy’n cystadlu mewn sefydliad proffil uchel, heriol a chyflym.
• Profiad o ragfynegi a rheoli cyllideb.

Dymunol:
• Aelod o gorff proffesiynol perthnasol.
• Profiad a gwybodaeth am y diwydiant trafnidiaeth.
• Profiad o weithio gyda’r sector cyhoeddus.
• Sgiliau iaith Gymraeg:
– Darllen: dealltwriaeth lawn o’r holl ddeunyddiau sy’n gysylltiedig â’r gwaith
– Siarad: rhugl
– Dealltwriaeth: yn gallu deall pob sgwrs sy’n gysylltiedig â gwaith
– Ysgrifenedig: yn gallu paratoi deunydd ysgrifenedig ar gyfer yr holl faterion sy’n ymwneud â’r gwaith

Cyfleoedd Datblygu

Mae’r swydd hon yn cynnig y cyfle i ddatblygu ystod eang o sgiliau mewn cyfnod datblygu cyffrous ar gyfer trafnidiaeth yng Nghymru. Bydd cyfleoedd i gymryd rhan mewn cyfarfodydd a digwyddiadau proffil uchel, a gweithio gyda rhanddeiliaid mewnol ac allanol allweddol. Mae hon yn rôl a ddaw’n fwyfwy amlwg a bydd cyfle i ddeilydd y swydd ddylanwadu arni.

Sut i wneud cais
Douglas Jackson sy’n ymdrin â phroses ymgeisio’r swydd hon. I wneud cais, anfonwch gopi o’ch CV at mail@douglas-jackson.com neu ewch i http://douglas-jackson.com. Dyfynnwch gyfeirnod swydd: DJKG1253.
Mae rhagor o wybodaeth am Trafnidiaeth Cymru ar gael yn https://tfw.gov.wales

Dyddiad cau
Y dyddiad cau yw 16 Tachwedd am 10 y bore.

Dyddiad(au) Cyfweliad
Cynhelir cyfweliadau ar gyfer y swydd hon ar 28 Tachwedd 2018.

Senior Customer Experience and Innovation Manager

Job Description

Job Title: Senior Customer Experience and Innovation Manager
Department: Customer Experience
Salary Range: Competitive Salary
Location: Cardiff – relocating to Pontypridd by 2020
Contract Type: Permanent
Welsh Language Skills: Desirable
Pattern of Working: Full time. Applications from candidates interested in alternative work patterns will be considered; however, business needs may place limitations on the arrangements offered.Security Clearance: Appointment is subject to the successful completion of a Disclosure and Barring Service Basic level of security vetting (as the minimum standard).
Contact: mail@douglas-jackson.com

Purpose of Post
Transport for Wales (TfW) is the not-for-profit company driving forward the Welsh Government’s vision of a high-quality, safe, integrated, affordable and accessible transport network in Wales. Our mission is to ‘Keep Wales Moving’ by providing customer-focused service, expert advice and infrastructure investment.

Rail passengers across Wales and its borders can now look forward to the transformation of their rail services thanks to a £5 billion investment that will fund significant improvements to the frequency and quality of Wales and Borders services, as well as the creation of the South Wales Metro.

The Senior Customer Experience and Innovation Manager will be responsible for developing and delivering a new blueprint for great service, ensuring that the customer is at the heart of everything we do. Working collaboratively with colleagues across the company and with third parties, the Senior Customer Experience and Innovation Manager will provide input into the development of the Transport for Wales brand across various channels, promoting a ‘one tone of voice’ approach, and will focus on the customer experience to ensure that customers consistently receive a great service.

Role and Responsibilities:
• Develop, deliver and monitor the impact of a customer experience strategy.
• Lead the design, delivery and embedding of a customer focused culture and the related programme of work from concept to reality.
• Advise colleagues and suppliers on where, how and why to implement improvements, outlining key requirements, processes and continuous improvements.
• Lead and develop a Customer Experience programme and ensure that an excellent service is delivered to customers and stakeholders.
• Work with senior stakeholders and third-party suppliers to research and understand the current environment and opportunities for change.
• Work with the Customer Experience and the Communications teams to promote the sharing of best practice through effective internal and external communication, training and coaching.
• Design plans to develop behaviours, learning and skills across operational areas.
• Through research, analytics and insight, develop and represent the voice of the customer throughout the company and its suppliers and partners.
• Work to continually develop and improve the experience for customers by using insight and root cause analysis of customer feedback, along with external industry feedback, to deliver customer focused strategies that improve customer outcomes and more cost-effective services.
• Manage and inspire the team to maintain full engagement in meeting individual, team and business objectives.
• Ensure that Transport for Wales remains compliant with relevant changes in legislation and best practice.
• Manage a designated budget, including forecasting and monitoring spend and developing solutions to maximise efficiency.
• Understand the financial position of the company and the wider economy, and ensure that value for money is achieved when delivering services.
• Maintain own professional development and stay abreast of regulatory changes and developments in best practice.
• Undertake any other duties as required commensurate with the role and grade.
Knowledge, Skills, Qualifications and Experience

Essential:
• Experience of working in a start-up environment and/or experience of leading a customer experience or cultural change programme.
• Experience of developing, delivering and monitoring the impact of successful customer experience strategies.
• Demonstrable knowledge of best practice customer experience methodologies and initiatives.
• Excellent leadership, change management, interpersonal and communications skills (written and verbal) with good influencing and negotiation skills.
• Clear, considered and timely decision-making skills, with the ability to analyse a situation quickly, consider the risks and opportunities and create solutions for overall business benefit.
• A demonstrable ability to develop, lead and motivate a team.
• Demonstrable experience of engaging and developing effective working relationships with a range of internal and external customers and stakeholders.
• Demonstrable experience of working collaboratively with all parties to deliver a range of business outcomes.
• Able to promote collaboration and resolve business critical issues, with a focus on building strong networks and improving overall service delivery.
• Ability to operate across multiple business levels from executive level to frontline, with the ability to effectively engage with customers.
• Demonstrable experience of planning, prioritising and consistently delivering work to a high standard and by the required deadline.
• Demonstrable experience of working well under pressure and of thinking creatively, solving problems and working flexibly whilst managing competing priorities in a high profile, challenging and fast-moving company.
• Experience of forecasting and managing a budget.

Desirable:
• Membership of a relevant professional body.
• Knowledge and experience of the transport industry.
• Experience of working with the public sector.
• Welsh Language skills:
– Reading: full understanding of all work-related material
– Spoken: fluent
– Understanding: can understand all work-related conversations
– Written: can prepare written material for all work-related matters

Development Opportunities
This post offers the opportunity to develop a wide range of skills in an exciting period of development of the transport network in Wales. There will be opportunities to be involved in high profile meetings and events, and work with key internal and external stakeholders. This is an emerging role which the post holder will have the opportunity to influence.

How to Apply
The application process for this role is being handled by Douglas Jackson. To apply for this role, please send a copy of your CV to mail@douglas-jackson.com or visit http://douglas-jackson.com. Please quote job reference number DJKG1253.
For further information about Transport for Wales please visit https://tfw.gov.wales

Closing Date
The closing date for applications is 10am on 16 November 2018.

Interview Date
Interviews for this role will be held on 28 November 2018.

Resource Planning Manager

Job Ref: DJPF1221
Job Title: Resource Planning Manager
Location: Edinburgh, Scotland
Salary: up to £45,000 + 20% Bonus plus Excellent Benefits
Employment Type: Permanent

My client is looking an experienced Resource Planning Manager to work within their Multi-channel Contact Centre. As Resource Planning Manager you will manage the operational demand and staffing plan that ensures customer service levels throughout all functions of customer experience are kept to a high standard.

Some of the Responsibilities include:
• Forecasting and capacity planning for all Customer Service areas.
• End to End resource planning including Forecasting, Scheduling and Real-time
• Design and deliver a real time delivery team ensuring full control for all demand into the business is fully visible and measured against plan.
• Design and deliver a full intraday delivery profile for call and social media delivery.
• Own and manage the WFM system (Verint), being the business subject matter expert building relationship with external vendor and continually keeping the technology ahead of the curve.
• Own the telephony system strategy architecture responsible for technical IVR build, customer experience journeys, queue control, access control and business contingency planning.

If you are interested to apply:
• Proven experience of operational contact centre management, resource planning and business analysis in a similar role with experience of managing a team.
• Previous experience of resource planning tools and other Contact Centre system management and reporting technologies.
• Excellent communication and interpersonal skills with the ability to build strong working relationships across the business at all levels.
• Excellent relationship management skills internally and externally with the ability to balance demands and pressures. Track record in influencing senior stakeholders.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Customer Experience Manager – Customer Journey Manager – Roadmap Manager – Digital Journey Manager

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

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

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

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

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

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

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

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

Follow us on Twitter @callcentrejobs1

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

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

Customer Experience Consultant/Solutions Architect

Job Ref: DJMA1769
Job Title: Customer Experience Consultant/Solutions Architect
Location: South East with international travel
Salary: £50,000- 70,000 base salary dependent on candidate plus bonus
Employment Type: Permanent

This is a newly created position to join a high growth, award winning, software and technology provider to large organisations across the Finance, Telco and Utilities markets.

The business are a growing, fast growth, entrepreneurial business and to continue with this growth they are developing a new function and role of a Customer Experience Consultant/ Solutions Architect.

The position will work with the global account teams and have a really good understanding of Customer Experience design and customer journey mapping for ‘enterprise customers’, ideally within Finance, Banking, Telco or Utilities.

The Solutions Consultant will work with the account teams to identify opportunities within clients, preparing a proposition/solutions, business case, customer journey mapping etc and present/consult with the client around the solution and benefits it can bring.

The role will be based in London, when not travelling with clients (there is an option to do some working from home on occasion). The clients will be globally based so there will be international travel.

If you are interested in being considered for this role, it is important that you understand the business are a fast growth organisation, a can-do attitude and ability to work with a multi-skilled workforce to get the best from any situation will be required. They are looking for individuals who can add value and build for the future.

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.

Recruitment Consultant

Ref: DJRL1030
Role: Recruitment Consultant
Location: Lichfield, Staffordshire, Midlands
Salary: Competitive Salary + Uncapped Commission

Why not work in one of the most beautiful and historic Cities in the UK, with beautiful architecture including the three spired cathedral and a plethora of resturants and bars.

Based right in the centre of this stunning City, Douglas Jackson are an independently owned, boutique recruitment consultancy who offer a professional, high quality recruitment consultancy and executive search services for permanent, or fixed term contract for mid and senior management level appointments across the customer landscape.

We have an opportunity for an individual who will be focussed entirely on developing new and existing relationships to identify leads and opportunities within this predominantly more technical skill set environment, placing skilled individuals on a permanent and fixed term contract level.

Working closely with the existing team to manage and nurture existing and new accounts to ensure the best level of customer service is realised. Supporting the team and customers; clients and candidates, to achieve successful recruitment solutions and the provision of a professional, quality led service.
In return we offer a professional, friendly and fun team, who provide specialist recruitment consultancy services at a mid, senior and executive management level, on a contingent and retained basis and are proud to work with some of the UK’s leading organisations and globally recognised brands.

The role will offer a competitive basic salary and uncapped commission of up to 50% of billings and attractive benefits. We have weekly, monthly and quarterly incentives which give you the opportunity to finish work early, meals out and much more.

Our offices are situated just 5 minute walk from Lichfield Train Station which is just 40 minutes from Birmingham New Street or Stoke on Trent stations.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Contact Centre Manager

Job Ref: DJAD1064
Job Title: Contact Centre Manager
Location: London, Greater London, South East
Salary: £60,000
Employment Type: Permanent

Are you passionate about delivering best in class customer experience? Do you have experience in creating a contact centre and supporting staff through this? If so a world class brand may have the perfect role for you as their Contact Centre Manager. Reporting into the Head of Contact Centre the role will support the people through implementation whilst being always hands on in delivering the performance of the contact centre through engaging employees and promotion best in class Customer Experience.

Some of the Responsibilities include:
• To manage, motivate and develop a team of circa 40fte, including team managers and support staff.
• Create a strategy and vision for the team to support the delivery of operational KPI’s
• Work with the team to ensure optimal resourcing
• Work across departments to create and deliver exceptional service for multiple products and services

The successful candidate will have experience managing a contact centre, will be passionate about employees and their development and ultimately be driven by providing world class customer experience, whilst ensuring the team is motivated to do the same.

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.