Customer Insight Manager

Job Ref: DJPF1297
Job Title: Customer Insight Manager
Location: East Midlands
Salary: Up to £55,000 + Benefits
Employment Type: Permanent

My client is looking for a Customer Insight Manager to mentor a specialist analytics team that will produce actionable insight that informs executive level decisions across their Customer Operations.

Responsibilities include:
• Gathering and interpreting ever-changing customer interaction and business performance data.
• Extracting key findings from data and translating it into actionable information
• Independently updating and reporting on business performance, improving our regular insights processes (creating high-quality dashboards and data visualisations using Power BI and other tools).
• Presenting insight to senior stakeholders with confidence and clarity.

If you are interested to apply you will need:
• Experience of statistical analytics, data science and predictive/prescriptive insight generation (as distinct from MI/reporting).
• Experience in unstructured data analysis (Speech/Text Analytics) and data modelling are essential,
• A proven track record managing senior stakeholders and delivering actionable insight at this level.
• At least 5yrs of practical, hands-on experience in delivering insight at a senior level.
• An expertise in extracting relevant data from multiple, complex sources coupled with an excellent understanding of Contact Centres and their commercial drivers.
• A broad understanding of typical KPI’s for Customer Centric organisations and their interdependencies.
• A track record of having used statistical models to drive measurable business benefits.
• An expert in Speech and Text analytics tools, data visualisation, SQL, Power BI, Access, Excel & PowerPoint.

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 Operations – Head of Operations

Job Ref: DJJM1258
Job Title: Head of Customer Operations – Head of Operations
Job Location: Crawley
Salary: Up to £75k plus bens
Employment Type: Permanent

Reporting to the Customer Service Director, this role is with a 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. 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 into any discussions or offer any assistance regarding sponsorship.

Cloud Services Partner Manager

Job Ref: DJHB1038
Role: Cloud Services Partner Manager
Location: Remote Working, UK with travel
Salary: £50,000 per annum – double OTE
Jo Type: Permanent

Are you experienced in selling SAAS products to MSP’s?
Do you have the drive and tenacity to work independently?
Would you be happy to work remotely travelling to customer sites?
If so, this could be just the role for you.

We’re currently partnered with a great brand within the Cloud Services space who are looking for their next SAAS specialist to join their scaling UK business.
Working remotely as part of an extremely tight knit team, you will be responsible for the end to end process of New Business Partnerships with MSPs for the Cloud Services division.

Responsibilities will include:
• Sourcing, generating, following up and closing your own leads.
• Maintaining internal stakeholder relationships and ensuring excellent communications with the team.
• Maintaining consistent sales pipeline.
• Selling SAAS Cloud Service partnerships to MSP’s.
• Developing new business relationships with prospects across Northern Europe.

You will ideally be:
• Knowledgeable of Cyber Security, Cloud Services and SAAS solutions.
• Experienced in the development of partnerships and relationships with MSP’s.
• Able to work independently to generate revenue.
• Experienced in selling subscription cloud services with an average annual deal of £100K per MSP.

This is a fantastic opportunity for an experienced SAAS Sales professional to join a scaling team.
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.

Team Leader (Customer Service)

Job Ref: DJHC4298a
Job Title: Team Leader (Customer Service)
Location: Oxfordshire
Salary: Up to £31k Salary
Employment Type: Permanent

I am looking for a people focused Team Leader, to manage customer service agents and take ownership of the team, driving best practise and creating a culture of excellence.

Responsibilities:
• Leadership and direction of team; including change leadership, planning, setting priorities and creativity
• Ensures all KPIs across the contact centre are met or exceeded
• Analyses customer feedback and drives continuous improvement
• Resolution of all operational customer service issues
• Attend regular internal and external reviews to drive and monitor customer satisfaction and performance
• Investigate operational issues and customer complaints
• Develop strong relationships with all internal and external stakeholders
• Strong focus on coaching and development of direct reports
• Create a high performing team and encourage continuous improvement
• Conduct the relevant number of 121’s, reviews and appraisals
• Involvement in ongoing recruitment activity ensuring cultural fit
• Manage and support the team to achieve their objectives and encouraging the right behaviours
• Manage one’s own personal development

Key Behaviours:
• A strong Team Manager who can manage and lead from the front
• Customer centric and somebody who always looks for the best customer outcomes
• Peoples person being able to effectively build credible relationships at all levels
• Dedicated to coaching and developing team members
• Performance focused

If you are interested in applying for this position, you will need to have a proven track record of working in a contact centre environment, in a management capacity.

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 Success Manager (French or German Speaking)

Job Ref: DJMA1828
Job Title: Customer Success Manager (French or German Speaking)
Location: South East, London, UK
Salary: £50-60,000 bonus and benefits
Employment Type: Permanent

This is a newly created position to join a high growth, award winning, software, service and technology provider to enterprise wide organisations. You will be working with large accounts and business to business customers to add value through training, relationship management and knowledge management, delivering a high level of customer satisfaction.

They are looking for a multi-lingual professional from either a Customer Service, or Customer Success, Account or Product Management background. Fluency in English and or French, or, German will be a requirement, as the successful candidate will be working with a portfolio of international clients. The role will also require some international travel.

The business are growing fast, this is an entrepreneurial business and each day will bring a fresh set of challenges. Individuals who do well here will need to be adaptable, able to work on their own initiative and used to working to support clients, service and or product propositions in an account management, knowledge management, training, coaching capacity. Excellent communication and relationship skills will be required.

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 Vendor Manager

Job Ref: DJJM1247a
Job Title: Contact Centre Vendor Manager
Job Location: London
Salary: Up to £70,000 + bens (Pro Rata)
Employment type: 4 MONTH CONTRACT (PART-TIME 4-DAY WEEK)

Reporting to the Head of Operations, this role is with a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• Performance management of 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
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff, 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 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 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, 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 Management Information

Job Ref: DJEM1033
Job Title: Head of Management Information
Location: Essex
Salary: up to £60,000
Employment Type: Permanent

This is an excellent opportunity for a Head of MI to provide consistent MI and statistics to the business as well as exploring customer requirements.

Responsibilities include:
• Creating and designing Management Information reports
• Maintaining information management policy, standards and guidance
• Managing and developing the information management team
• Able to support individual development
• Managing workload ensuring the effective allocation by assessing business requirements regularly
• Developing the information governance strategy and business plan
• Supporting the MI team, ensuring the life cycle of the process is managed
• Producing reports to members of the senior leadership team and stakeholders
• Developing relationships with external stakeholders

Experience required:
• Building and managing an MI function from scratch
• In-depth understanding of Power BI
• Excellent knowledge of data analysis
• Experience of designing and developing reporting models
• Previous leadership experience
• Stakeholder management

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.

Speech Analyst

Job Ref: DJPF1296
Job Title: Speech Analyst
Location North West
Salary: Up to £35,000 + Benefits
Employment Type: 6-month FTC (Temp to Perm opportunity)

My client is looking for a Speech Analyst to play a pivotal role in setting up their customer engagement Analytics Function. This is an exciting opportunity for an experienced speech Analyst who is looking for a new challenge and to make a difference. You will lead the delivery of speech analytics activity by seeking to identify improvement opportunities in customer experience and operational effectiveness, manage and manipulate large datasets and use company voice recording and digital interaction databases to provide first line oversight of controls and processes.

Some of the Responsibilities include:
• Interpret consumer insight and analytics, developing value-adding categories for reporting through targeted call listening, phrase auditing and development to optimised precision and recall rates, and relevant metadata inclusion.
• Working closely with the Decision Science team and all internal stakeholders to identify opportunities for data driven decisions.
• Integrate multiple sources of data in each piece of analysis where appropriate to add value and provide a balanced and complete picture of each subject matter.
• Provide data expertise, offering original perspectives, and challenging conventional views to better align decision making/perceptions with changing business needs.
• Regularly review agent best practice through comparisons between current top and bottom performers, clearly summarising areas of differentiation, and make recommendations to senior management and share results with other areas of the business.
• Creation of engaging visualisations to communicate key findings to both technical and business-focused colleagues and clients.

If you are interested to apply:
• In-depth experience in analysing data, and clearly communication actionable insights to stakeholders.
• Knowledge and understanding of Speech/interaction analytical tools and techniques.
• Excellent communication skills (Verbal, Written, Presentation and group facilitation).
• Ability to use one or more web enabled programming language (SQL, Java, Python, C++, PHP, HTML, etc.).
• Data management disciplines, including consumption of data through Microsoft BI stack and ETL package experience.
• Experience of presenting bespoke reporting and updates to small-medium sized forums of senior stakeholders.

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.

Resource Planning Manager

Job Ref: DJPF1295
Job Title: Resource Planning Manager
Location North West
Salary: Up to £45,000 + Benefits
Employment Type: Permanent

My client is looking for a Resource Planning Manager to lead the Tactical Planning teams. You will take ownership for the end to end management of all aspects of the Tactical Teams and their delivery, amending strategy where required to meet demand, forecasting and performance management and communication to the wider operation.

Some of the Responsibilities include:

• Leading and managing the Tactical teams, prioritising and delegating effectively to ensure workflows and projects are executed to a high standard and within SLAs at all times.
• Ensuring an aligned approach and strategy through supporting and overseeing each of the call centres
• Work collaboratively to ensure working practices, processes, data & resource are consistent, and can be applied to support optimised dialling in all centres, supporting absences within the Tactical team
• Ownership of continuous professional development of self and of all team members
• Excellent organisational skills, focusing on delivering both strategic developments and ensuring tactical impacts are considered and delivered, focusing on desired results, prioritisation, clarifying next steps and delegating effectively to meet deadlines.
• Proactively identify performance challenges across the operations and countries, proposing remedial actions

If you are interested to apply:

• To be considered for the role you will need to have significant experience in leading contact centre planning and/or dialling functions.
• Excellent written and verbal communication skills
• Excellent day-to-day and future planning organisation skills
• Ability to work in high pressure environments with ability to make quick decisions, influence and deliver difficult messages when necessary
• Experience of presenting bespoke reporting and updates to small-medium sized forums of senior stakeholders
• Excellent analysis and problem solving capabilities

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.