Head of Customer Service

Job Ref: DJMA1737
Job Title: Head of Customer Service
Location: South East, (North London, Northern Home Counties/Hertfordshire).
Salary: £60-70,000 base plus bonus bens

The Customer Proposition is in its early stages of development within this fast-growing utility services company. As the Head of Customer, you will lead on the customer strategy to build and manage effective systems, process and a culture which puts the customer front and centre of all activities, to deliver a first-class customer experience, through partners as well as direct contact.

Reporting to the CEO, you will be part of the senior leadership team. You will need to use your communication, interpersonal influence and negotiation skills to win the hearts and minds of your peers, colleagues and partner companies to develop and implement a strategy which delivers increased customer service and satisfaction

As the voice of the customer you will build and gather insight and analytics from large amounts of data to present a compelling story and need for change, highlighting risk, reward, compliance and opportunities for future strategy development.

You will be responsible for developing a robust service management mandate which can be monitored for compliance and performance across internal and external partners and developing an effective on-going training and development plan to drive customer service thinking across all business areas.

You will play a pivotal part in the business achieving its goal of offering a differentiated service to its customers and partner companies.

If you are interested in applying for this position, you will have proven experience leading a customer proposition and strategy, ideally from within a utilities environment, building services, facilities management and or construction business. Alternatively, evidence of working with third party partners in a B2B contract capacity to achieve a performance uplift and enhanced customer service and experience, could also be considered.

This role is leading a small team but will require a great deal of influence and strategy development and delivery, so a strategic thinker with a hands-on approach to ensure the strategy is fully implemented, embedded and delivers the required results 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, 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

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 Short Term Resource Planning

Ref:                DJPF1125

Job Title:      Head of Short Term Resource Planning

Location:      UK Wide

Salary            £90,000 – £95,000 plus Car Allowance, Bonus and Benefits

 

My client is an instantly recognisable leading brand who are looking for a Head of Short Term Planning.

The Role:

The Role holder will be responsible for the short-term resource planning team.

  • Responsible for Providing short term perspectives (1 week – 6 months) of resource requirements
  • Support the business strategy and change of customer operations
  • Be responsible for the resource scheduling service for the customer contact operations.

The Candidate

My client is looking for someone that is experienced in leading a large resource planning team and has experience of working on contact centre strategy and change projects. The successful candidate will have a passion of resource Planning and be driven by working in an exciting environment for a successful team.

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 Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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

 

Contact Centre Manager

Ref: DJJEMCOSS0102
Role: Contact Centre Manager
Location: East Midlands
Salary: £50,000 – £60,000 + plus Benefits

Our Client is a leading global information services company, providing data and analytical tools to our clients around the world, employing approximately 17,000 people in 37 countries.
Due to continued growth and changing business requirements they are looking to hire an Inspirational Manager to lead their servicing teams within their non-voice departments. Our Correspondence area, incorporating Document Management and taking responsibility for leading their customer service and back office support for their consumer product offerings.
This role will be accountable for leading a multi-channel non-voice department to successfully respond to customer queries through e-mail, letter and social media channels whilst also delivering document management solutions through both onshore and offshore teams.

The successful candidate will be responsible for the operational execution of the customer service strategy for the business units that the department supports, together with optimising performance and efficiency within the area to deliver the best results in the most efficient manner.

You will have the ability to review process and customer journeys that bring automation, simplicity and remove waste to meet high efficiency targets with the talent to bring your teams with you on that change journey.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.