Continuous Improvement Manager – Process Improvement Manager – Customer Journey Manager – Roadmap Manager

Job Ref: DJJM1180
Job Title: Continuous Improvement Manager – Process Improvement Manager – Customer Journey Manager – Roadmap Manager
Location: Slough – Maidenhead – Reading – High Wycombe – Basingstoke – Berkshire – South East
Salary: £50,000 to £65,000 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 our 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 Insight Lead

Job Ref: DJAD1071
Job Title: Customer Experience Insight Lead
Location: London – Greater London
Salary: £40,000
Employment Type: Permanent

A thriving business are looking for a Customer Experience Insight Lead to join their CX team based in London, this is a new role within the business so offers huge scope for development. This new role is being created to set up and manage the voice of customer programme (NPS) – enabling the business to measure and understand the customer experience across the entire customer journey.

On a day to day basis the role will involve:
• Setting up and management of feedback surveys across the customer journey i.e. registrations, claims and renewals/ retention, including complaints and online and offline channels – including non-customers i.e. potential joiners not converting earlier in the journey.
• Managing stakeholder relationships and understanding varying requirements of stakeholders. Ensuring the Voice of Customer programme enables informed decision making across key touchpoints and journeys
• Ensure smooth running of the customer surveys, improving and identifying gaps to ensure an automated and real-time customer feedback for existing or new relationships or journeys
• Setting up and managing comms plan to share the learnings through regular reporting (weekly/ monthly/ quarterly) of customer satisfaction, pain points, or drivers of satisfaction.

In order to be successful, you must have in dept experience of running and developing voice of the customer programmes, analytical skills, good stakeholder management and engagement and ideally experience with systems such as Qualtrics.

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.

Team Leader

Ref: DJRL1029
Role: Team Leader
Location: Nottingham, Nottinghamshire, East Midlands, Midlands
Job Type: Permanent
Salary: c £30,000 + Benefits

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

You will report into the Operations Manager and will be responsible for up to 15 Advisors. 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. This role will be part of their Registrations team so experience in sales and upselling would be beneficial but not essential. Experience of managing a target driven department would also be an advantage.

The successful candidate will:
• Have experience of driving performance in a target-orientated environment and challenging team members to deliver against objectives/targets.
• Have 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.
• Have experience of managing people and associated ‘people’ processes.

In return the company will offer excellent opportunities to progress within the company and will support this with extensive management training / coaching. They offer a competitive salary and benefits package.

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: DJRL1028
Role: Team Leader
Location: Brighton, West Sussex, South East
Type: Permanent
Salary: Competitive Salary + Benefits

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

You will report into the Operations Manager and will be responsible for up to 15 Advisors. 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. This role will be part of their Resolution team so experience in handling complaints would be beneficial but not essential.

The successful candidate will:
• Have experience of driving performance in a target-orientated environment and challenging team members to deliver against objectives/targets.
• Have 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.
• Have experience of managing people and associated ‘people’ processes.

In return the company will offer excellent opportunities to progress within the company and will support this with extensive management training / coaching. They offer a competitive salary and benefits package.

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.