Contact Centre Manager/Customer Experience Manager

Job Ref: DJMA1768
Job Title: Contact Centre Manager/Customer Experience Manager
Location: South East, Essex, East London
Salary: £30,000- 40,000 base salary dependent on candidate plus 15% bonus and bens.
Type: Permanent

An opportunity to join an organisation in the Sunday Times Fastrack league table, a fast growing, multi-channel, international customer contact centre for an experienced Customer Service Manager, Contact Centre Manager, Senior Team Manager.

Managing a small but passionate customer service team. The Contact Centre Manager will report to a senior Director and will help drive the best possible customer experience, motivate, train and coach a motivated forward thinking team and look for continuous improvement and development of future customer strategies.

Some of the responsibilities will include:
• Leadership and development of your team to achieve a great customer service and strategic objectives.
• Oversee the day to day customer service delivery.
• Take full control of budgets and KPI delivery
• Resource planning

Development of future strategy to achieve improved performance, growth and an enhanced customer experience across a multichannel, international customer contact centre.
If you are interested in applying for this position you will need a proven track record of engaging and motivating teams in a customer facing environment. Be able to work under your own initiative and contribute too best practice and future strategies.

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.

Financial Promotions Officer – Financial Correspondence/ Financial Compliance

Job Ref: DJAD1061
Job Title: Financial Promotions Officer – Financial Correspondence/ Financial Compliance
Location London, Greater London, South East
Salary: £45,000 plus benefits
Employment Type: Permanent

A great opportunity for someone passionate about delivering excellent customer experience and fair communication to customers. The Financial Promotions Officer will be responsible for reviewing and signing off Financial promotions in print and digital media, created by both internal business teams as well as client teams to ensure they are clear, fair and not misleading.

Some of the Responsibilities include:
• Approve Financial Promotions, across a variety of media to make sure they comply with all relevant regulations and our own internal guidelines while still being innovative and effective.
• Provide guidance and constructive feedback to stakeholders including clients to drive Right First Time ethos and minimise rework across the teams.
• Drive the embedding of a customer first approach in the business
• Adhere to required record keeping practices. Support the development and delivery of policies, procedures and reporting that are practical, drive continuous improvement and meet regulatory requirements.
• Stay informed about legislation and rulings by ASA, FCA and other relevant regulatory bodies and use this knowledge to improve our Financial Promotions
• Work closely with other teams, such as the digital and creative services teams, to ensure clear communication about requirements and timely delivery of projects.
• Assist with the development and roll out of Terms & Conditions – enhancing existing ones and developing new ones.

If you are interested to apply:
You will have held a similar role within a financially regulated environment and will be aware of current legislation.

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

Job Ref: DJAD1060
Job Title: Customer Experience Manager / Customer Journey Manager
Location London, Greater London, South East
Salary: £60k plus bonus and benefits
Employment Type: Permanent

An opportunity to be a part of an exciting time to be part of a first-class team on a sizeable transformation journey. There is a requirement to implement a significant amount of change to the business and the Customer Experience Manager will be a crucial part of this.

On a day to day basis the Customer Experience Manager role will involve:
• Gathering and understanding all requirements from key stakeholders – touchpoints, outputs, journeys and reporting
• Setting up feedback surveys across the customer journey i.e. joiners, in life (claims) and renewals/ leavers, including complaints and online and offline channels – including non-customers i.e. potential joiners not converting earlier in the journey
• Integrating the survey platform and internal customer data sources to ensure automated and real-time customer feedback for any existing or new relationships and journeys.
• Setting up and managing regular (weekly/ monthly/ quarterly) reporting of customer feedback by each journey and touchpoints, meeting stakeholder’s requirement.

In order to make Customer’s journeys better you will have:
• Your experience with CX survey platforms tools (i.e Qualtrics, Rant, Rave or similar)
• Your ability to manage suppliers and set up/manage VOC programmes
• Your 3-4 years experience (desirable) in research – client or agency side
• Your previous experience in qualitative and quantitative research

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.

Team Leader/Team Manager

Job Ref: DJKG1239
Job Title: Team Leader/Team Manager
Location: Stoke (Staffordshire)
Salary: £30k to £35k
Employment Type: Permanent

This is a fantastic opportunity to join an award winning, fast-paced, energetic and innovative company. As a Team Leader/Team Manager, you will need to have experience within the sports entertainment industry. This is a 24/7 – 365 operation.

As a Team Leader/Team Manager some of your responsibilities will be:

• Taking ownership for running a successful team and shift
• Review and analyse performance and KPIs
• Directing the team through a multichannel contact centre
• Knowledge of sports entertainment
• Ensuring outstanding customer service and experience

If you are interested to apply:
You must have an interest in sports and previous experience as a Team Leader/Team Manager. Experience in the sports entertainment industry is important along with the ability to drive goals and culture change

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 Journey Lead

Ref: DJAD1054
Role: Customer Journey Lead
Location: London
Salary: £35,000

A rapidly growing organisation are looking for a Customer Journey Lead to join their Customer Experience team during a period of real excitement.

Key Responsibilities
• Act as the voice of the customer; gather objective, human insight to inform decisions which often involve balancing competing interests. This could include qualitative desk research, conducting customer interviews, small focus groups or surveys to bring to life who their proposition is for and what they really value, and communicating this effectively in the business
• Define and maintain journey maps for end to end customer experiences, working collaboratively with relevant teams (support the facilitation of journey mapping workshops where necessary)
• Set up a tool/system for effective journey mapping to meet the needs of the business, and to act as a go to reference point as they build and refine experiences
• Work with relevant teams to ensure efficient, joined up delivery of coherent customer-led experiences, and to prioritise and deliver day 2 improvements. Specifically:
• Input journey delivery requirements into project management planning activities
• Act as a regular point of reference for the tech team as they create wireframes, high resolution designs for front end and back end interfaces
• Draft or provide a second opinion on customer communications and front-end wording, to ensure the complexity of insurance is made distinctively clear for customers.
• Work closely with marketing to ensure end to end member/customer communications are consistent in substance and brand identity
• Represent the desired customer experience as an input for business analysts as they gather detailed systems or operational requirements
• Input into and support agent team leaders as they define and maintain FAQs and operations guides for product launches, ensuring a consistent experience across channels
• Support the delivery of agreed improvements/adjustments to parts of the experience delivered by third parties
• Stay tuned into other impressive experiences within the industry and beyond that they can take inspiration from, and feed this into your thinking and journey mapping work

The successful applicant will have experience in Customer Insight, Customer Journey mapping or Customer Experience.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Customer Support Operations Manager

Job Ref: DJKG1234
Job Title: Customer Support Operations Manager
Location: Stoke
Salary: £40k to 50k

My client is an innovative and forward thinking company that thrives on its success through their customers and employees.

The Role:
This role is to put the customer at the heart of everything you do and to focus on customer engagement and experience whilst developing the team and the business.

Key Responsibilities
• Manage Team Managers approximately 4 Team Leaders with an overall fte in cira of 60
• Improve customer experience and engagement
• Enhance process and procedure whilst ensuring customer service is at the heart of the operation
• Work closely with the senior management team to ensure the delivery of business goals and objectives.
• Be an effective Change Manager and lead a team through periods of change.
The Candidate

This team is a 24/7 operation and you will have Team Leaders managing these shift patterns, however flexibility is important for this hire. They are looking for someone that has shown innovation and creativity within their previously roles and who can explore new ideas and challenges.

This role is very much people focused so experience in providing outstanding team motivation and performance is paramount.

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 Manager

Job Ref: DJKG1233
Job Title: Customer Service Manager
Location: London
Salary: £50k to £55k

My client is looking for a highly motivated Customer Service Manager to join and lead the London team.

The Role:
Manage a busy, multi-skilled and multi-lingual contact centre, working on a B2B & B2C level.

Key Responsibilities
• Manage Team Managers and an overall FTE of approximately 100.
• Coach and upskill team managers to ensure exception customer service is delivered constantly.
• Driving and promoting Customer Excellence.
• Work closely with the senior management team to ensure the delivery of business goals and objectives.
• Be an effective Change Manager and lead a team through periods of change.
The Candidate

This role will mean working evening shifts. You will need to be able to step into this role and make a difference, working in a multi-channel environment. You will need to have managed large teams of 100 plus as a fte and be able to progress the contact centre team as well as consistently looking at the customer journey and experience whilst working in a fast-paced environment.

This role is very much people focused so experience in providing outstanding team motivation and performance is paramount.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Senior Customer Experience Analyst

Job Ref: DJJM1166
Job Title: Senior Customer Experience Analyst
Job Location: Midlands
Salary – Up to £35,000+ bens

Reporting to the Senior Customer Experience Manager, my client is looking for a senior analyst to help shape future customer journeys, providing strategic insights to facilitate the delivery of world class customer service. This role is within a highly regarded organisation operating within an evolving and competitive market sector.

Key responsibilities
• Complete complex data analysis with a variety of purposes for the business
• Provide specifications for reporting
• To perform analysis of data in order to assess customer journeys and make improvements.
• To update, distribute and create new MI reports for the management team, including identifying and fixing errors in reports.

What experience will I have?
• A high level of numeracy and the ability to extract and analyse data
• The ability to use MS Excel and MS Access to an advanced level
• Power BI, MS Azure ML and SQL Transact
• Experience of communicating the processes of complex analysis to an audience with varying levels of understanding.
• Experience of writing specifications and performing quality assurance on work of other data analysts.

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 Contact Centre

Job Ref: DJKG1230
Job Title: Head of Contact Centre
Location: Swansea
Salary: £80k to £95k (plus car and benefits)

This is a fantastic opportunity for an experienced Head of Contact Centre who has implemented change, ensuring SLA’s are achieved whilst working in a fast -paced and energetic environment.

The Role
You will report to the Director of Contact Centres with the main responsibility being to lead and manage the inhouse and offshore contact centres, working in partnership with key stakeholders to optimise resources and customer service delivery.

• Working closely with the resource planning team
• Ensuring strong employee engagement minimising staff turnover
• Develop and deploy the future customer service strategy delivering a continuous customer experience
• Working with internal and external stakeholders
• To drive customer strategy and change

The Candidate
My client is looking an experienced Head of Contact Centre who has a proven track record in leading and implementing transformation change and customer strategy whilst maintaining customer engagement and SLA’s. You must have experience working in a fast-paced environment and able to manage a large and fluctuating contact centre head count. You must be able to make regular trips to their other offices.

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 Supervisor (German speaking)

Job Ref: DJMA1754
Job Title: Customer Service Supervisor (German speaking)
Location: South East – (Surrey/West Sussex/Hampshire commutable distance areas)
Salary: £30k base bonus bens

This is an opportunity for a customer focused and experience customer service professional with German language skills.

You will have full responsibility for the day to day operations within the customer service team, leading a small team, managing the delivery of a great and continuously improved customer experience.

You will work closely with your team to drive improved performance, efficiencies and capacity across your team, delivering enhanced customer contact and employee engagement.

You will carry out regular 121’s performance management, coaching and development. Motivating team members and assessing performance against agreed quality management ensuring individuals team meet all agreed SLA’s and KPI’s.
If you are interested in applying for this role, you will have experience within a customer service role, ideally with some supervisory experience. You will have a clear focus on the customer and be able to input into strategy and continuous improvements through the insight, knowledge and analytics produced through the customer contact.

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.