Customer Journey Manager (Interim 3m Contract) – Customer Experience Manager

Job Ref: DJMA1766
Job Title: Customer Journey Manager (Interim 3m Contract) – Customer Experience Manager
Location: North West with Travel
Salary: £55k annual equivalent pro rata, possible day rate £300-400 per day
Interim Contract 3 months

An initial 3 month interim contract for a Customer Journey Manager, Customer Experience Manager. This fast paced client based in the North West have an opportunity to bring on board a Customer Experience Specialist to help on an interim basis to develop the customer experience, customer journey and define continuous improvements for a specific contact centre project.

Some of the duties will include:

• Map out the customer journey
• Look at reducing friction in the journey etc
• Suggest improvements to the customer experience and customer journey utilising technology & process investment which works for the customer and business.
• Define and drive internal improvement in call handling and customer, agent experience to support overall drive to improve NPS within the next 6 months.
• Offer expertise on how to improve the customer experience across a multi-channel voice and non-voice customer contact environment.

This is an initial 3 month fixed term contract, some travel to a South East site will be required, possibly once per week.

If you are interested in applying for this role and are available for the next 3 months, have previous experience within the utilities, or energy market, which would be a distinct advantage and have a good working knowledge of consulting and driving improvements across a customer experience and customer journey mapping within a multi channel contact centre, then we would like to hear from you.

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 Metering & Billing

Job Ref: DJJM1168
Job Title: Head of Metering & Billing
Job Location: Scotland
Salary – up to £75,000 + Bens

This role is within an exciting and expanding company within a high growth and competitive market sector. The post-holder will lead the metering and billings function and ultimately the on-going success of a metering and billing function, effectively delivering robust and compliant billings success in order to maximise all business opportunities.

Some of the responsibilities will include:
• A proven track record of leading metering and billing teams, preferably within the utility sector
• Experience of managing third party supplier relationships
• Good understanding of the end to end processes and controls required to effectively manage metering, billing and settlement within the utility sector
• Ability to sponsor change/continuous improvement initiatives to deliver excellent customer service and efficiency savings to reduce cost to serve
• Strong leadership skills including listening, empathy, decisiveness, influencing at all levels and stakeholder management
• High impact and visible credibility at all levels.

The ideal candidate will be a proven leader who has a target driven, commercially aware mind-set, twinned with a commitment to delivering great customer service in all client interactions. Individuals who can evidence previous experience in a commercial billing.

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.

Customer Experience Manager – Contact Centre Products

Ref:DJAD1051
Role: Customer Experience Manager – Contact Centre Products
Location: Chester & Cannock
Salary: £45,000

One of the largest commercial businesses in the UK is looking for a Customer Experience Manager with an understanding of contact centre products and the customer journey to join their Product Management team. The aim of the role is to identify and assess product opportunities, review product strategy and roadmap, to own and represent the product ensuring it is right for all and to input into the wider Customer Management Centre technology stack and roadmap.

The role will involve:
• Discussing technology in terms of the CX it creates to non-technical stakeholders
• Understanding and exploring the different technologies available and their impact on the business
• Regularly envision new and better experiences including both incremental enhancements and innovative game changers
• Simultaneously collaborate with multiple partners with different interests/expectations, various levels of UX, analytics, test and engineering – bringing all parties along on the journey.
• Understand the core and secondary metrics: why the business use them, when new ones are needed, how to use analytics to determine where there are issues and what those issues might be in order to provide solution explorations.
• Communicate ideas, issues, solutions and metrics both in written and verbal form to stakeholders

The successful candidate will have exposure to various contact centre products and have extensive experience in Customer Experience and customer journey mapping. The successful person will have experience using this knowledge to develop contact centre tools in both voice and digital and enhance CX through this.

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

Job Ref: DJJM1157
Job Title: Customer Experience Manager
Job Location: Midlands
Salary – Up to £48,000+ bens


Reporting to the Senior Customer Experience Manager, 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 Customer Journey across the business.

Some of the responsibilities will include:

• Champion the digital transformation and redesign keeping the customer at the heart of every decision.
• 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
• To strive for the ongoing improvement and optimisation of the customer journey and performance of your department, creating the foundation for future growth
• Project management of campaigns from set up to completion

The ideal candidate will have a passion for digital transformation having the customers experience and journey at the heart of any process, have experience of using agile and lean thinking when looking at customer journey and process. Individuals with excellent communication skills, who can cite significant experience of managing stakeholder relationships, change and making commercial decisions, may have an advantage.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Contact Centre Manager (Web Chat)

Job Ref: DJJM1156
Job Title: Contact Centre Manager (Web Chat)
Job Location: Midlands
Salary: Up to £50,000 + 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 a cultural transformation and 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
• To lead a team of web chat consultants
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for digital solutions, looking at customer journey and processes to bring in efficiencies across the contact centre as well as coaching and developing staff through process and cultural change. Must 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 process efficiencies, lean methodology, people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Continuous Improvement Lead

Ref: DJAD1044
Role: Continuous Improvement Lead
Location: Chester with some travel to the Midlands
Salary: £60k plus bens

A leading brand in the FMCG sector is looking for a Continuous Improvement Lead to join their Continuous Improvement team to help the company achieve their mission of always striving to do better for the customer.

Duties will include:
• Dealing with a number of different stakeholders, delivering a continuous improvement culture through the application of CI principles, leadership and management of projects and process owners
• You will lead and develop a team of CI experts with associated line management responsibilities, to deliver on key objectives, CSAT/NPS, customer effort, efficiency/productivity, cost reduction, employee engagement and colleague capability
• You will design and deliver Lean Six Sigma training to build capability at all levels of the business
• Translating Executive Team requirements through scoping, shaping and resourcing CI programmes
• Delivering Lean Six Sigma projects that underpin the strategic direction of the business
• Project managing a portfolio of Lean Six Sigma projects through to successful completion on time and within budget

The successful candidate will be:
• Six Sigma Black Belt or qualified with at least 5 years’ experience working in LEAN environment
• Contact centre experience is beneficial, but not essential
• You will have demonstrable experience of successful improvement project delivery from initial shaping through to embedding change
• Experience in facilitating, and excellent communication skills at all levels
• You will have experience of leading and developing cross-functional teams who can deliver improvement to varied stakeholders across our business
• A thorough understanding of quantitative and qualitative methods – Visio & Minitab preferred
• A knowledge of IT applications to include enhancement of process performance, customer service / journey and workforce planning systems, plus the ability to create, develop and apply simulation models

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

Ref: DJAD1043
Role: Team Leader
Location: Brighton/ Nottingham
Salary: Up to £30k plus bonus and other benefits

A market leading financial services company are looking for vibrant, experienced Team Leaders to join their contact centre. The successful candidate will be really focused on leadership and developing their team to engage them and promote a customer first attitude.

The aim of the role is to develop and empower teams to deliver an excellent customer journey to their customers every time, ensuring first contact resolution where possible, addressing the primary reason for the customer contact using all their skills and knowledge. Leading, coaching and engaging their teams in achieving their performance metrics and balancing the sales and service focus of each team member. A Team Leader is responsible for their team, ensuring that they understand the importance of their role within the business and are advocates for the brand.

The successful candidate will:
• Experience of driving performance in a target-orientated environment and challenging team members to deliver against objectives/targets.
• Experience of using positive reinforcement to ensure team members feel valued in their role.
• Demonstrate and promote a ‘can do’ attitude to motivate and inspire others to achieve.
• Experience of managing people and associated ‘people’ processes

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.