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.

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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.