Recruitment Consultant – Insight and Analytics market

Ref: DJPF10012
Position: Recruitment Consultant – Insight and Analytics market
Location: Lichfield, Staffordshire – Midlands

Are you spending the majority of your time chasing KPI’s and targets which hinder your ability to deliver the best service for your clients and customers, or perhaps you can’t grow your desk and markets due to lack of resource and support? If so, at Douglas Jackson we have an opening that might be suitable for you.

Recruitment has changed and continues to do so, and growth of our markets has led to our requirement for a Recruitment Consultant to become a subject matter expert in the Customer Insight/Intelligence and Analytics market.

Over the last 13 years we have forged relationships that have stood the test of time and we are considered one of the leading, professional recruitment providers across our speciality, which focusses Executive Level, Management and Support function appointments across the customer landscape. Our consultants work across many vertical markets including Finance, Utilities, Travel, Telco, IT, Insurance, Retail, FMCG, Consumer Goods and the Not for Profit Sector.

Our success is down to each of our consultants and their development of long-term relationships and the trusted subject matter expert status they achieve.

You will be supporting your customers; clients and candidates, to achieve successful recruitment solutions and the provision of a professional, quality led service. By working in partnership with your customers, establishing effective relationships and building your own personal brand and reputation, you will help and support your clients and candidates to recruit talent and secure opportunities.

In return we offer a professional, friendly and fun team, who provide specialist recruitment consultancy services 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:

i. A competitive basic salary dependant on experience.
ii. Uncapped commission structure which offers an accumulated commission scheme of 5- 50% of billings.
iii. An opportunity to work 9-5. Our contracted hours are 8.30am to 6pm but the team presently work 8.30am to 5.30pm, or 9am to 6.00pm. We run a monthly incentive where everyone can qualify to work 9-5.
iv. The £100k club which offers salary and holiday increases and reduced hours
v. The £150k club which offers salary and holiday increases and reduced hours
vi. Weekly and monthly incentives to leave early or, win a duvet morning.
vii. Half year and annual performance incentives, previous years included; VIP day at Cheltenham Races, Cooking Masterclass at Raymond Blanc’s Le Manoir, Team Building Treasure Hunts, Wine Tasting and Michelin * Restaurants.
viii. An extra days holiday for your birthday

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

We would welcome applications from experienced Recruitment Consultants who wish to continue to, or begin to work within a consultative led environment; alternatively, you may have a proven track record from within a B2B sales, customer service, or account management background, or perhaps internal recruitment. In either case, to be successful you will need to have drive, emotional intelligence, determination, resilience and an appetite for continued personal development to thrive in a competitive, continuously changing environment. You will need to demonstrate the ability to build long-term relationships and utilise your relationships and network to select the best possible talent within the market.

For more information, to apply, or for a confidential discussion, please contact Perry Fletcher on 01543 231070, email: perry@douglas-jackson.com visit us at: www.douglas-jackson.com

Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and Skilled Customer market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

BI Developer – SQL

Job Ref: DJPF1316
Job Title: BI Developer – SQL
Location: Midlands – commutable from North West
Salary: £40,000 + Benefits
Employment Type: Permanent

Are you an experienced developer with significant SQL databases?

Your main responsibility will be to assist continuous high-quality data management. You will assist in identifying and implementing appropriate tools and techniques to enable transactional data to be transformed into consumable information that can be analysed by the business, and inform decision-making.

Responsibilities include:
• To support the business intelligence and data manager to build and manage the BI platform so the business data analysis requirements can be retrieved, stored and viewed efficiently
• To support department data initiatives which help to inform the overall strategic direction of the business
• To mine large data, providing management information and reports in a format that the business can consume to inform decision making
• To constantly review the way data is processed in the business, looking for ways to improve running times and efficiency
• To help drive continuous improvements in data quality standards
• To maintain records of data owners and stewards in the business, tracking data usage, and ensuring they are aware of their obligations in relation to data management

If you are interested to apply you will need:
• Advanced Excel Previous experience in a BI role
• Experience of data quality management concepts Experience of T-SQL
Experience of SSIS/SSRS, ETL and data warehousing Proactive problem-solving skills
• Detailed data analysis and presentation skills Excellent communication skills, able to translate technical detail into simple language that non-technical people can understand
• Able to operate in a fast-changing market and environment, often tackling issues without clear precedents Organised, methodical, able to deliver to agreed deadlines
• Confident in own judgement and decision-making, sees challenges as development opportunities not problems

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.

Night Team Leader / Night Team Manager (Contact Centre)

Job Ref: DJKG1314a
Job Title: Night Team Leader / Night Team Manager (Contact Centre)
Location: Stoke-on-Trent
Salary: £28k (plus 33% shift allowance uplift and outstanding bonus and benefits)
Employment Type: Permanent (Shift Patterns)

This is a fantastic opportunity for an experienced Night Team Manager or Night Team Leader to join an innovative and forward-thinking digitally led organisation. The Night Team Manager or Night Team Leader will manage a team of up to 20 customer service agents.

This role requires you to be able to work closely with the Customer Service Operations Manager and you will be responsible for delivering and monitoring the day to day responsibility of the team.

Responsibilities:
• Take ownership and responsibility for delivering exceptional customer service
• Review and analyse performance and KPI’s with relevant key stakeholders
• Develop the team focusing on key motivators to enhance the team and individual achievements and success
• Work collaboratively with all members of the team and the wider organisation

If you are interested in applying for this position, then you will need to have managed a team within a contact centre setting and used to working a night shift on a permanent basis. They are looking for someone who is passionate about delivering exceptional customer service as well as being a strong influencer with a collaborate leadership style.

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.

Head of Customer Contact

Reference: DJJM1266
Job Title: Head of Customer Contact
Job Location: East Sussex
Salary: up to £90k plus bens
Employment Type: Permanent

Reporting to the Customer Service Director, this role is with a highly successful organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in improving service delivery across the business through culture change along with coaching and development. Working as part of the senior management team you will input into future strategy and development, drive continuous improvement and deliver an enhanced operation by fully engaging your colleagues.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• To review and enhance customer contact strategy
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Build, Maintain and develop outsourced relationships
• Provide lead on contact centre change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for understanding customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes, have a good understanding and passion for new technology and customer interaction channels. Individuals with excellent communication skills, who can cite significant experience of managing 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 any discussions or offer any assistance regarding sponsorship.

Head of Operations

Job Ref: DJHB1061
Role: Head of Operations
Location: Homeworking with 2-3 days office based South East
Salary: £70,000 per annum + bonus + car allowance + benefits
Job Type: Permanent

We are currently partnered with an established Utilities business in the South East of the UK who are looking to hire a Head of Operations to join their scaling team.
Reporting to the Managing Director, working as part of an established team of autonomous individuals, you will have the opportunity to support and develop a team who are embracing a fantastic culture.

Responsibilities will include:
• Managing a team across Customer Service, Collections, Billing and Sales with direct reporting lines of department heads.
• Managing the operational lifecycle from onboarding to metering, billing and collections activities.
• Interpreting analytical data to assess business performance and to generate plans for business opportunities.
• Driving and supporting team performance across the business leading the team to success.

You will be:
• Experienced working within the Utilities industry.
• From a Sales and/or Service background.
• Experienced in managing different areas of the operation and ensuring that efficiencies are being adhered to.
• A strong analytical thinker and able to work with the team to identify areas of improvement.
• An excellent communicator (both written and verbal) and experienced in the delivery of remote management of homeworking teams.
• A strong performance manager of dynamic teams.

This is a fantastic opportunity to progress with the development of a scaling business with great career potential. The position will require you to lead and develop the team and to support the Managing Director with the business vision.
You will be required to work autonomously in a diverse role that will give you the opportunity to support their vision for customer excellence. The position will be pivotal for shaping and moulding the future of the organisation.

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 any discussions or offer any assistance regarding sponsorship.

Quality Coach – (Learning & Development/Training)

Job Ref: DJKG1320
Job Title: Quality Coach – (Learning & Development/Training)
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £28k plus benefits
Permanent: Monday to Saturday (37.5 hours a week)

We are looking for a Contact Centre Quality Coach to help with quality assessment of calls and the ongoing coaching, learning and development and skills development across the customer operations centre.

The role will work across a busy, growing contact centre and support the training teams and operational leaders, to develop the capabilities, skills and competencies of staff. Supporting colleagues in delivering an excellent customer experience, championing a culture that engages staff in a continuous learning journey, focusing on a first-class service.

Some of the key responsibilities for this role will include, the support of the training team during peak demand and or absence.
Call quality listening and quality reviews, assessing against the quality framework.
Carry out monthly call assessments and coaching reviews.
Work with new recruits and early stage development advisors on a more regular basis to develop their skill, confidence and abilities.
Carry out side by side and or remote coaching and deliver feedback

If you are interested in applying for this role, you will need previous experience working with a customer led business, delivering quality coaching ideally across a contact centre operation. You will have excellent communication skills, an inquisitive nature and a consultative coaching approach.

If you have previous experience of the GROW coaching model that would be advantageous.

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.

Market Operations Manager

Job Ref: DJHB1059
Role: Market Operations Manager
Location: Midlands
Salary: up to £47,000 per annum plus benefits
Job Type: Permanent

Are you a customer-focused individual with experience in managing people management operations?
Do you have strong people leadership skills and experience driving change and influencing stakeholders to deliver improvements?
Are you looking to be a part of the evolution of an established brand within a regulated environment?
If so, we could have just the opportunity for you…

We’re currently partnered with a great brand to introduce a Market Operations Manager into their growing operation. Looking after a number of multidisciplined teams and third party suppliers, you will be responsible for ensuring that the customers are at the heart of everything that takes place on site.

The business unit led by this role are focused on the management of all relationships for the wholesale and market operations.

The role will require you to:
• Manage a dynamic and varied team of advisors to maintain key KPIs within a busy contact centre environment.
• Create and manage third party relationships with a collaborative approach.
• Evaluate escalated concerns and action these to provide an outcome that is mutually beneficial to stakeholders.
• Work proactively when the Head of department is offsite to maintain service delivery, maintain team morale and to effectively manage the operation day to day.
• Identify areas for improvement and work strategically to problem solve making decisions that will have an impact short, medium and long term.

You will ideally be:
• Experienced in working within a heavily regulated environment; Utilities would be advantageous.
• Comfortable managing a team of managers.
• Experience managing a cultural shift.
• Experienced in the delivery of departments for metering, market operations and working alongside other departments to drive excellent customer outcomes.
• Able to motivate and collaborate teams internally as well as third party suppliers.
• Inspiring with your leadership skills to create change, new opportunities and the development of a constantly evolving environment.
• Able to step into a more responsible role in the absence of the Senior leadership team.
• Able to evaluate performance metrics to identify training gaps, areas of success and areas that require improvement.

The business is looking for a passionate and driven leader to help them to improve their customer journey. With a clear focus on the operational delivery on a variety of areas of the business, you will need to be able to demonstrate previous experience ideally from within a regulated 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 any discussions or offer any assistance regarding sponsorship.

Head of Operations

Job Ref: DJMA1840
Role: Head of Operations
Location: North West
Salary: up to £70,000 base, plus bonus
Job Type: Permanent

We have been retained to commence a confidential search for a Head of Operations for a fast growth business.

Working within an established team, you will be responsible for:
• Developing the strategy and planning for a customer operation function and wider business support units
• Developing a pride and passion for the delivery of a high quality excellent service proposition
• Working with the senior stakeholders to deliver improvement in NPS and service, engagement and performance

This is an exciting opportunity to be a part of a growing organisation who have a great culture and have huge ambition.

We will be looking to shortlist this role by the end of August with interviews taking place into September.

We will be looking to speak with proven Head of Customer Operations in the North West, or North Midlands area who have a real passion and ability to deliver uplifts in people, process, tools and technologies and strive for them and their teams to be the best.

To apply for this position please forward a copy of your CV to: mail@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 any discussions or offer any assistance regarding sponsorship.

Industry Operations Analyst

Job Ref: DJHB1058
Role: Industry Operations Analyst
Location: Derbyshire with some remote / homeworking
Salary: up to £30,000 per annum plus benefits package
Job Type: 9 month FTC

A rare opportunity has arisen for an Industry Operations Analyst to join a scaling Midlands based organisation.
Reporting to the Head of Operations, you will be responsible for the delivery and outcome focus for the analytics for billing, settlements, dataflows and metering.

Working within an established team, you will be responsible for:
• Taking ownership of the analytical projects and processes within a dynamic team.
• Although you won’t have any direct line management responsibility, this position is an opportunity to work within and take the lead of a small team.
• Interrogating data to source information to resolve issues within the wider team and to identify areas that require support.

You will ideally be:
• Experienced in working within a gas settlements environment.
• A methodical problem solver with a keen eye for detail.
• Able to articulate, share and create new ideas and solutions.
• A great team player who is happy to share knowledge.
• An excellent communicator at all levels as this role will require you to speak with both with internal and external stakeholders.

This is an exciting opportunity to be a part of a growing organisation who have a great culture and have huge ambition.

The role will be a fantastic opportunity to engage with a forward thinking team who are thriving.

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 any discussions or offer any assistance regarding sponsorship.

Resource Planning Manager

Job Ref: DJPF4311
Role: Resource Planning Manager
Location: Redhill, Surrey
Salary: £50,000 per annum plus benefits
Job Type: Permanent
Please note that Douglas Jackson are managing ALL applications for the recruitment of this role. Please send all applications directly to mail@douglas-jackson.com

Our vision is to be an outstanding water company delivering service excellence and we believe our people are integral to helping us achieve our goal to ensure that we deliver a high-quality service that is reliable and resilient. Our plan for the future is to ensure the services we provide are fair, future-proof, good for the planet and utilise smart technology. Water plays a role in all our lives. It’s an essential service and one that we are proud to deliver to our customers and communities.

We don’t just want to be proud of what we do, we also want to celebrate how we do it. We are an inclusive environment that values community, and your contribution to delivering our Business Plan over the next 5 years and our 5 pledges to our customers is vital. We aren’t just recruiting for experience – potential, fit and values are fundamental to building and developing our team. We want you to develop, grow and exceed and enjoy working at SES.

SES Water supplies 160 million litres of fresh water to over 735,000 people across Kent, Surrey and South London every day.

With a rich history dating back to the mid-19th century, we began by supplying water to individual parishes before merging and expanding throughout the next 150 years until today. We now maintain over 2,000 miles of water mains and manage eight treatment works, 23 pumping stations and 31 reservoirs and water towers.

Why you should join our team:

You’ll become part of a friendly, sociable and collaborative team who support each other to achieve their goals. It’s an exciting time to join us, as we’re growing this part of the business and have ambitious plans to transform our customer experience, meaning you’ll have the chance to make a real impact and help to lead us on our journey.

We are currently coming to the end of a 3-year transformation programme which will see us become the first Utility company in the UK and second in the world to deploy a Salesforce based SaaS billing & CRM solution, meaning you’ll be joining our progressive team and organisation at a time where we are embarking on a customer and digitally led journey to become industry leaders.

We provide the ideal environment in which to achieve your full potential. As a Silver Investors in People accredited organisation, we place a big emphasis on development. You’ll receive excellent in-house training to ensure that you succeed in your role.

For those with the ambition, there’s plenty of scope to progress into other areas of the business as we boast multiple progression routes and can offer plenty of potential to diversify and develop your career through apprenticeships and professional qualifications.

The role:
Salary of up to £50,000 per annum
Up to 10% employer contribution towards Aviva’s Group Personal Pension Plan
Free on-site parking or in local area
Working hours: 37.5 hours per week
Potential home working options

Reporting into the Customer Operations Manager, the Resource Planning Manager is a critical role responsible for managing all facets of contact centre operations such as planning, forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives. This manager will provide daily direction to the team that will analyse call and channel volume history by tracking and trending Telephony Channel metrics, Email, Social Media and back-end support to ensure proper planning, accurate resource requirements and workload identification.

About you:

Here at SES Water, we recruit people based on their potential, values and fit, rather than just experience and qualifications. To join us as a Resource Planning Manager, you will need:
• 3+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact centre environment preferred
• 3+ years of experience managing an RPM team providing forecasting, scheduling and real-time management in a multi-site contact centre environment
• Strong experience with Workforce Management software that includes forecasting, scheduling, real-time adherence functionality
• Experience with telephony and CRM applications or comparable systems
• Proven leader who can execute operational best practice to achieve service excellence
• Experience of managing Teams in a contact centre environment
• Complete understanding of overall operational activities including all channels: phone, email, chat, community and social media
• Ability to design, implement and manage robust and measurable feedback mechanisms
• Customer focused leader with personal strengths of analysis, monitoring and tracking.
• Ability to write clear and concise English
• Drive, enthusiasm and energy for improving process and procedures.
• Possess good listening, written and verbal communication skills
• Team player
• Ability to work flexibly
• Strong prioritisation skills and ability to manage own workload
• Ability to make effective decisions within established procedure
• Good organisational skills

The Benefits:
• Life assurance
• Bonus scheme
• 23 days’ holiday per year, increasing to 27 with service
• Give as you earn scheme
• Financial education, savings and personal loans through Neyber – Aqualibrium – our wellbeing programme including Mental Health First Aiders and free annual comprehensive health checks
• Simply Health Cash Plan, Surgical Choices and Rewards
• Confidential crisis support, counselling and legal advice
• One day paid volunteering a year
• Discounts with our subsidiaries and local retailers
• Overtime opportunities

This vacancy is being advertised by Douglas Jackson, who SES Water work in partnership with. The services advertised by Douglas Jackson are those of an Employment Agency. We are both equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment.

What’s next?

If you are eager to take on a new challenge as our Resource Planning Manager, select the apply button shown to be brought through to the application process.

We welcome all applicants, and this employer is committed to and keen that their leadership teams reflect the diversity of their employees and customers. If you would like to have a confidential discussion, or to learn more about their commitment to Diversity and Inclusion please do get in touch.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit: 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.