Multi Channel Manager (Digital/Omni Channel Strategy Manager)

Job Ref: DJMA1822
Job Title: Multi Channel Manager (Digital/Omni Channel Strategy Manager)
Location: Kent
Salary: £38,000
Job Type: Permanent

This is an exciting role for an experienced digital/self-serve, dialler, or omni channel manager used to working in a fast-paced customer service function. The successful individual will help realise an excellent customer service proposition by implementing and managing a multi-platform, omni channel strategy and delivery.

As the Strategy and Channel Manager, you will take responsibility for managing and maintaining a multi-platform contact environment, tools and technologies including the Dialler, ACD, digital channels and contact/call flows.

You will create, test and implement contact dialler strategies based on customer behaviours, demographics, dialler settings and data outputs in conjunction with devised strategies.

In addition, you will be required to analyse and filter data, report on performance, track success and make recommendations to improve strategy, inbound and outbound call management. Providing proactive leadership and insight to increase customer contact performance and outcomes.

If you are interested in applying for this position you will need excellent communication skills, the ability to analyse data, identifying trends and improvements and previous experience managing a multi-channel, or omni channel customer contact 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, 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.

Senior Head of Operations

Job Ref: DJHC4286
Job Title: Senior Head of Operations
Location: South West
Salary: Up to £120k OTE
Employment Type: Permanent

This is an exciting role with an award winning multi-channel operation! If you like to do things a bit differently, then please get in touch, this role may be for you.

The ideal candidate will have demonstrable experience of having significantly scaled up operations to meet highly demanding business growth.

My client is looking for an empowering Senior Head of Operations to lead, develop and scale their customer operations.

Responsibilities will include:
• Take responsibility of the customer function (300FTE) monitoring day to day activity and empowering the operational teams to be the best they can be
• Optimise customer experience via multi-channel customer communication
• Analyse data and create MI for use within the business
• Monitor customer satisfaction in order to improve overall customer experience
• Motivate the team in line with cultural values and company procedures
• Create a culture of Learning and Development across the operation
• Encourage innovation and collaboration, and look for ways to do things differently
• Prepare the operation for their next growth phase

In return for your hard work and commitment you will be rewarded with being able to work using your own initiative and autonomy within one of the UK’s most exciting brands.

If you would like to be considered for this role you will have experience across customer operations, ideally in a business to consumer environment. You will also have demonstrable experience of having scaled up operations to meet highly demanding business growth.

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.

Data Analyst

Job Ref: DJPF1273
Job Title: Data Analyst
Location Warwickshire, West Midlands
Salary: Up to £30,000 + Benefits
Employment Type: Permanent

My client is looking for a Data Analyst who will play an integral role in a new and exciting Growth Team. You will be responsible for organising customer records and executing campaigns for direct mail, web, emails, PPC and call centre activity. You will be required to assist in the delivery of targeted, personalised and relevant growth campaigns and evaluate using data analysis and insight. You will measure campaign effectiveness to support ROI, sales, plan counts and uplifts in key KPI’s.

Some of the Responsibilities include:

• Ensuring the integrity of customer records through following internal QA processes including suppression’s and data troubleshooting, identifying issues and risks
• Analyse and interpret data to identify opportunities e.g. sales, cross-sell, loyalty and retention
• Development and management of integrated and GDPR compliant marketing campaigns to drive the sales of protection plans
• Generate record sets for campaigns to maximise relationships and retention of existing plan customers
• Full ownership of all campaign reporting and analysis of behaviour and commercial performance

If you are interested to apply:

• Highly data literate and understanding of campaign performance metrics
• Attention to detail and process orientated
• A high proficiency with Microsoft Excel, Access or another relational database software
• Experience of performing data analysis in a commercial environment
• Desire to think what it can be, and not be constrained by current ways of working
• Ability to manage multiple tasks simultaneously and meet deadlines
• Knowledge of HTML, CSS, Javascript and SQL is desirable
• Experience of advanced analytic tools (e.g. MS Azure) and with creating queries in Cognos BI, Power BI and/or Movex would be advantageous
• Knowledge of Google Analytics and coding in SQL and Python is desirable

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: DJPF1272
Job Title: Resource Planning Manager
Location: Dorset, South West
Salary: Up to £35,000 + Benefits
Employment Type: Permanent

An exciting opportunity has arisen for a Resource Planning Manager who is responsible for leading a team of resource planners to deliver the operational plan ensuring SLAs and KPIs are achieved. If you are an experienced Resource Planning specialist with experience of leading a team and looking for a new and exciting role then is for you.

Some of the Responsibilities include:
• Manage and support a team of technical expert direct reports
• Stakeholder management at all levels including TL, Ops Managers, Site Heads, L&D, HR and Data teams
• Understand the Month Ahead plan, taking necessary actions to deliver the required resource profile to deliver results
• Own the Week Ahead process and statement, reviewing performance month to date and re-forecasting performance for the rest of the month, taking actions to optimise output
• Complete the monthly planning cycle through ownership of the Day Ahead and real time process to deliver service level and income
• Manage shrinkage thresholds, yearly/monthly/weekly/daily, to deliver required resource
• Manage real time call performance and delivery of agreed service levels, making resource changes to optimise call performance

If you are interested to apply:
• 3 years resource planning, scheduling and real time management experience with a proven track record in managing and optimising WFM systems.
• Line management and people development experience
• Full understanding of business targets with focus on delivering commercial results
• Intermediate Excel skills
• Excellent stakeholder 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 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 Contact Centre/ Head of Operations

Job Ref: DJKG1287
Job Title: Head of Contact Centre / Head of Operations
Location: Stoke-on-Trent
Salary: £60k to £70k (plus 20% bonus and benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Head Contact Centre or Head of Operations to join an innovative and forward-thinking digitally led organisation. The Head of Contact Centre/Head of Operations will oversee the “chat” function of the business with around 7 Operations Managers and between 70 and 100fte.

This role requires you to be able to work closely with the Customer Services Director and you will be responsible for the Operations of the overall “Chat Team”.

As the Head of Contact Centre/Head of Operations you will be responsible for:
• Creating a vision and strategy for the UK Chat Operations
• Working closely with stakeholders and create and engaging an exciting chat content
• Formulating key measurements to ascertain ROI and SLA
• Analyse and interpret the customers data and trends
• Manage and develop the Operations Managers

If you are interested in applying for this position, then you will need to have managed a team within a contact centre and must have led a Chat, Social Media, or Digital team. They are looking for someone that is passionate about delivering creativity and innovation with the chat team, whilst been able to measure the impact of running an outstanding chat community.

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.

Data Analyst

Job Ref: DJEM1011
Job Title: Data Analyst
Location: Staffordshire
Salary: up to £32,000 plus & Benefits
Employment Type: Permanent

This is an excellent opportunity for two experienced Data Analysts to join a well-established Customer and Marketing team based in Staffordshire. They are looking for someone who is an expert in their field in order to enable understanding of the entire customer experience.

Responsibilities include:
• Analysis of customer and marketplace research to ensure that opportunities are identified, presented and developed
• Interpret consumer insight and analytics
• Working closely with the BI team and all internal stakeholders to identify opportunities for data drive decision
• Contribute to the development and enhancement of sales through the identification and presentation of appropriate recommendations

Experience required:
• In-depth experience in analysing data, and clearly communication actionable insights to stakeholders
• Knowledge and understanding of data manipulation tools and techniques
• Analytical skills
• Ability to handle multiple projects and workloads to deadline and a fast-paced environment
• Good communication skills

Overall, someone that has come from an analytical background who still has the communication skills to be able to deliver their findings across to board.

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.

MI Manager

Job Ref: DJEM1010
Job Title: MI Manager
Location: Peterborough
Salary: up to £40,000 plus & Benefits
Employment Type: Permanent

This is an excellent opportunity for an experienced MI Manager to join a brand-new team, responsible for ensuring MI reports are published as required to the appropriate stakeholders and for managing the development of new reports as required.

Responsibilities include:
• Line management of the MI team
• Responsible for tracking MI development requests
• Assist in the development of MI reporting solutions and data structure
• Deliver against the MI Strategy
• Ensure MI Projects are delivered on time and to budget

Experience required:
• Line managed an MI Team previously
• Ability to gather, collate and define MI requirements from stakeholders
• Programming in SQL Server
• Advanced Excel
• Previous experience in using Gentrack Velocity is desirable

Overall, they are looking for an experienced MI Manager who is able to build a function from a fairly immature level.

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.