Head of Customer Experience (8 to 12 weeks contract)

Ref: DJKG1191
Job Title: Head of Customer Experience (8 to 12 weeks contract)
Location: Bolton
Day Rate: £70k to £100k (this is pro-rata)

A great opportunity to join an expanding company to realign processes and procedures around Customer Experience and Customer Service within a contact centre environment.

This company has organically grown and is looking for a customer experience expert to realign the process and procedures and measurements of outstanding customer service. This is a multilingual contact centre operating a 24/7 service.

The Role:

You will be responsible for working alongside the Head of Customer Service as a consultant to balance cost with delivering outstanding customer experience
• Observe the current processes in place
• Look at the customer journey and how to improve customer experience
• Implement any new processes and deploy across the team
• Providing hands on support and managing escalation queries

The Candidate

For this role you will need to understand live chat, as this is 90% of communication, have experience of working within a blue-chip organisation and have a natural entrepreneurial flare. This is an interim contract between 8 to 12 weeks and they are looking for someone that has experience in outlining and measuring outstanding customer experience whilst looking at cost efficiency.

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.

Contact Centre Manager (Collections)

Job Ref: DJJM1131
Job Title: Contact Centre Manager (Collections)
Job Location: South East
Salary – up to £65,000 + bens

Reporting to the Head of Operations, this contact centre collections 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 service delivery across the business.

Some of the responsibilities will include:
• Managing the day to day workflow and performance of the Collections team in order to meet business KPI targets.
• To consistently review people and process to deliver operational efficiencies and customer excellence
• To work closely with and ensure the performance of an outsourced collections team.
• Develop and maintain effective working relationships will all internal / external stakeholders
• To provide first-class training, coaching and on-going support to department in order to ensure consistently high levels of service, operational performance and staff engagement.

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 collections environment with first-hand experience in managing teams of 50FTE or over 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. tment.

Customer Service Manager

Ref: DJAD1024
Role: Customer Service Manager
Location: Haywards Heath
Salary: £50k – £70k

A well known company based in Sussex is looking for a Customer Service Manager to join their management team during an exciting time of transformation. The role will be responsible for the day to day delivery of the operational plan – ensuring that the customer is at the heart of the operation.

Duties of the role include:
• Leading not only your team but the culture, pace and tone of the environment.
• Mentoring and coaching future leaders to adopt the culture of achievement and motivation.
• Delegating opportunities appropriately to develop talent.
• Contribute to the high performance and continuous improvement in the contact centre environment.
• Work closely with senior management to agree standards and drive adherence to the agreed processes.
• Accountability for the development of around 200 FTE.

You will be a leader not only passionate about employee engagement and creating a best in class culture within the working environment but the customer will also be at the heart of all of your decisions. You will require excellent stakeholder management, experience of operational management and delivering best practise, have proven experience in driving continuous improvement strategy, finally experience with 100+ FTE.

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.

Contact Centre Manager (Sales)

Job Ref: DJJM1123
Job Title: Contact Centre Manager (Sales)
Job Location: Yorkshire
Salary – £40k to £50k + Bens

Reporting to the Director of Field Sales, this role is within an exciting and expanding company within a high growth and competitive market sector. The post-holder will play a pivotal role in the acquisition of new contracts with clients and ultimately the on-going success of a B2B sales function, effectively delivering robust and compliant sales success in order to maximise all business opportunities.

Some of the responsibilities will include:
• Provide lead on contact centre change programmes focusing on sales through service
• To ensure a first-class customer experience in all interactions, building Client relationships and securing business
• Performance management of both team managers and team members, including driving a coaching culture and planning training programmes
• To consistently review people and process to deliver operational efficiencies and customer excellence
• 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 coaching and developing staff through a cultural change, 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 through change and can evidence a strong sales background where they have continuously exceeded target 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 specifically within the Executive and Skilled Customer Contact 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.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Contact Centre Manager

Job Ref: DJJM1130
Job Title: Contact Centre Manager
Job Location: Midlands
Salary – Up to £60,000+ 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 the 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
• 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 coaching and developing staff through cultural change, 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 specifically within the Executive and Skilled Customer Contact 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.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Customer Service Manager (3 month interim)

Ref: DJKG1190
Job Title: Customer Service Manager (3 month interim)
Location: London
Day Rate: £350 per day

A great opportunity to join an expanding retail e-commerce company to realign the process and procedures working with a team of 20 agents.

This company is going through some business change which is the reason for this interim position – there may be an opportunity for it to extend to a permanent post.

The Role:
You will be responsible for building, developing and motivating a team, ensuring processes and procedures are in place
• Experience in establishing a small but growing contact centre team
• Ensuring all KPI’s are achieved monthly
• Implement new systems and optimise existing systems
• Providing hands on support and managing escalation queries
• Lead the recruitment process

The Candidate
For this role you will need experience in start-up/scaleup within a customer service environment and be available for this 3-month contract
• Outstanding team and people leadership skills
• Ability to handle challenging customer queries
• Knowledge or experience in subscriptions is an advantage
• Strong analysis and data interpretation skills

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 specifically within the Executive and Skilled Customer Contact 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.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Contact Centre Manager

Ref: DJAD1023
Role: Contact Centre Manager
Location: Midlands
Salary: £50k – £70k

A well known organisation in the Midlands are looking for a Contact Centre Operations Manager to join their organisation. You will be responsible for 70+ FTE and will play a significant role in the delivery of the business’ customer strategy.

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.
• 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. They will also have excellent communication skills, who can cite significant experience of managing people and evidence of achieving excellent employee engagement

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 specifically within the Executive and Skilled Customer Contact 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.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Head of Customer Service

Job Ref: DJMA1733
Job Title: Head of Customer Service
Location: South East – (North London and Hertfordshire, Buckinghamshire, Berkshire commutable areas
Salary: £60-70k base 20% bonus and bens.

This is a fantastic opportunity for a proven contact centre/customer service leader who will helping this fast growing and early stage development company to realise it’s goal of delivering industry leading, (potentially award winning) customer experience across both a traditional and online/ecommerce business proposition.

You will take responsibility for a small but growing team serving both a B2B and B2C customer base. Managing the entire lifecycle from welcome and on-boarding, through delivery, then maintaining contact for repeat purchase and other opportunities.

Working with the senior and executive leadership team, you will be the go to contact within customer experience and bring the voice of the customer to your colleagues so they can develop future strategies which will deliver developments in communication channels, self-serve, live chat, CRM, engagement and retention activities.

Some of the duties and responsibilities will include:

Fully responsible for P&L across customer service, the role will deliver and exceed agreed sales through a detailed operational business plan.

Identify key trends and market opportunities to develop a best in class proposition.

Be responsible for continuous improvement of employees through training, coaching and development activities.

Define and develop business unit performance for quality, sales and service delivery.

Work collaboratively to engage and influence senior colleagues across the business.

If you are interested in applying for this position you will have a real passion for the delivery of a great customer service, you will be a self-starter and have the ideas and commercial acumen to develop and present opportunities for investment, improvements, new strategies and drive these approved changes to achieve set goals.

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, 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.

Contact Centre Manager

Job Ref: DJJM1128
Job Title: Contact Centre Manager
Job Location: Midlands
Salary – up to £45,000+ bens and bonus

Reporting to the Customer Service Director, this role is within a fast-growing 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
• To review and enhance customer contact strategy
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Agree service delivery plans and monitor service output
• 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. 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 specifically within the Executive and Skilled Customer Contact 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.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Contact Centre Manager

Job Ref: DJJM1129
Job Title: Contact Centre Manager
Job Location: South East (Sussex)
Salary – up to £45,000+ bens and bonus

Reporting to the Customer Service Director, this role is within a fast-growing 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
• To review and enhance customer contact strategy
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Agree service delivery plans and monitor service output
• 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. 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 specifically within the Executive and Skilled Customer Contact 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.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.