Team Leader / Team Manager (Outbound Contact Centre)

Job Ref: DJKG1289
Job Title: Team Leader / Team Manager (Outbound Contact Centre)
Location: Stoke-on-Trent
Salary: £28k to £30k (plus bonus and benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Team Manager or Team Leader to join an innovative and forward-thinking digitally lead organisation. The Team Manager or Team Leader will manage a team of up to 30 outbound customer service agents looking after the VIP/Loyalty customers.
This role requires you to be able to work closely with the Customer Service Manager and you will be responsible for delivering and monitoring the day to day responsibility of the team.

As the Team Manager or Team Leader some of your responsibility will be to:
• Take ownership and responsibility for delivering exceptional customer service
• Ability to drive the team forward in focusing on goals and culture change
• Motivate and coach the team / being part of the department’s succession plan
• Work collaboratively with all members of the team and the wider organisation

If you are interested in applying for this position, you will need to have managed a team within an outbound contact centre setting. They are looking for someone that is passionate about delivering exceptional customer service with a strong influencer skills and a collaborate leadership style. They would like someone that wants to go on the journey with them and be part of the succession plans they are putting in place. This role would ideal for someone that has experience in retaining/upselling/cross selling services or campaigns.

To apply for this position please forward a copy of your CV to us. 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 Head of Customer Service

Job Ref: DJHC4283
Job Title: Senior Head of Customer Service
Location: Yorkshire
Salary: Up to £120k salary + car + 20% bonus
Employment Type: Permanent

I am looking for an enthusiastic and energetic Senior Head of Customer Service, who has experience of driving results for the customer across Customer Experience and managing in house and outsourced operational teams. This role will also be responsible for kick starting a digital transformation programme.

This is a fantastic opportunity to make a huge impact and drive large scale change across Customer Experience and digital!

Responsibilities:
• Reducing customer contact and driving Customer Experience quality and focus
• Facilitate a channel shift from voice to digital
• Understanding the customer base and reasons for calling by properly utilising data
• Deliver overall change and improvement to the Customer Service function
• Deliver end to end Customer Experience improvements by working cross functionally over all business areas
• Drive performance by effective people Leadership and stakeholder management
• Build a fit for purpose customer strategy that will significantly increase Customer Service and the overall Customer Experience

Key behaviours:
• Enthusiastic and energetic
• A change agent
• Self-starter, resilient, focused, a real achiever of results
• Excellent stakeholder management skills
• Excellent influencer at all levels
• Engaging leader – able to communicate at all levels
• Excellent understanding and customer journey mapping and customer experience

If you are interested in applying for this position, you will need to have a proven track record of driving performance teams in a complex contact centre and customer experience environment.

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

Follow us on Twitter @callcentrejobs1

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

Job Ref: DJHC4278
Job Title: Head of Customer Service
Location: South East
Salary: Up to £95k salary + bonus + benefits
Employment Type: Permanent

I am looking for a results driven Head of Customer Service, who has experience of driving results for the customer across Customer Experience, and managing operational teams.

Responsibilities:
• Lead the Customer Operations Team (50FTE), including Complaints and Customer Insight
• Through analysing customer needs, build a market leading Customer Experience process and monitor and improve this across the operation, and cross functionally
• Support customers throughout the customer journey ensuring they have an appropriate and exemplary level of support
• Lead the development and training of the operational teams to successfully support customers through their customer journey and embed strategies and processes to improve service
• Manage the head count to ensure operational excellence is achieved, whilst remaining within budget
• Set appropriate metrics and SLA’s to ensure performance is at an optimal level in both customer service and overall customer experience
• Drive Customer Experience across the business repairing and streamlining elongated processes
• Represent Customer Experience excellence across the organisation, being the businesses Customer Advocate

Key behaviours:
• Self-starter, resilient, focused, a real achiever of results
• Excellent understanding and customer journey mapping and customer experience
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo

If you are interested in applying for this position, you will need to have a proven track record of leading high performance teams in a multi channel contact centre and customer experience environment.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working 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 in to any discussions or offer any assistance regarding sponsorship.