Call Centre Manager

Ref: DJRL1038a
Role: Call Centre Manager
Location: West London, Greater London, South East
Type: Permanent
Salary: Circa £50,000 + Benefits

A rapidly growing fast paced company are looking to recruit a Call Centre Manager for their office in West London. This is an exciting new opportunity to join a fantastic new team.

You will be responsible for developing objectives for the call centre’s day to day activities, coaching, developing and motivating the team, conducting effective resource planning to maximise the productivity of their people and also technology as required. As the Call Centre Manager, you will responsible for collecting and analysing the call centre statistics to drive the required behaviours across the team. You will need to drive the quality of service delivery through your team and the team is high volume and seasonal so you will be accountable for the quality and accuracy of the service provided.

You will report directly into the Marketing Manager and will have responsibility for a small team of 5-6FTE who will be making outbound sales calls. You will be responsible for driving performance and people to ensure delivery of KPIs. They are looking for a Call Centre Manager who can manage, support and develop the agents through performance reviews, coaching and engagement. You will need to evaluate and enhance processes to ensure a culture of continuous improvement. You will be asked to utilise company led incentive programmes to maintain high motivation and target achievement within the team.
This is a brand new team and the new Call Centre Manager will need to have full commitment in setting this team up from scratch.

The successful candidate will:
• Have at least 3 years’ experience of a senior leadership role, preferably gained in the customer service / contact centre environment.
• Experience of setting up a Customer Service or Sales team would be advantageous.
• Have a deep knowledge in customer experience processes, tools and systems will be essential, with the ability to analyse metrics and provide insight into current and future needs, adapting and improving the service in an agile and responsive way.
• Have experience of driving performance in a target-orientated environment and challenging team members to deliver against objectives/targets.
• Have experience of using positive reinforcement to ensure team members feel valued in their role.
• Demonstrate and promote a ‘can do’ attitude to motivate and inspire others to achieve.

In return the company offer a competitive salary and benefits package. Holidays are up to 28 days which increase with length of service. There is a healthcare plan, pension and perkbox. You will be working a 40 hour week with some weekend work involved. The contact centre is open from 7am to 9pm.

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.

Property Health & Safety / Compliance Auditor

Ref: DJRL1036
Role: Property Health & Safety / Compliance Auditor
Type: Permanent
Location: South London, Greater London, South East
Salary: Up to £42,500 + Benefits

A leading and forward thinking national property company are looking to recruit a highly motivated and confident Property Health & Safety / Compliance Auditor for their South London office.
The company has created a new team of Property Health & Safety / Compliance Auditors who will support the vital work of ensuring that their customers` homes are safe. The role of Property Health & Safety / Compliance Auditor will primarily be one which involves ensuring robust compliance by quality assuring the work which is undertaken by their surveyors and their contractor partners.
The Property Health & Safety / Compliance Auditor will report to the Audit and Governance Manager, who is responsible for guiding their program of works. You will also be responsible for fostering positive working relationships with colleagues from all teams.

You will work collaboratively with colleagues to support the provision of a high quality program of servicing and planned preventative maintenance visits. You will need to be able to prepare reports which accurately reflect whether works have been carried out in accordance with legislative requirements and ensure that the organisation is being provided with a safe service that represents value for money and high levels of customer satisfaction in all servicing and planned preventative maintenance programs.

The Property Health & Safety / Compliance Auditor will make use of sound professional judgment in escalating any issues that are deemed as immediately dangerous. You will aid in the provision and preparation of high level reports which capture trends and to track information to ensure performance and progress is accurately recorded and followed up on. You will ensure Health and Safety regulations are being adhered to in all circumstances on site and constructively and tactfully challenge inefficiency and poor performance of works.

The successful candidate will:
• Have the expertise and a qualification in at least one technical field (gas, electric, water hygiene) and a willingness to gain a good working knowledge of quality and relevant legislation as it relates to the other technical fields.
• Be able to demonstrate awareness of what constitutes sound practice from a technical audit perspective.
• Have excellent communication and interpersonal skills with proven experience of communicating with stakeholders at all levels.
• Be a self-starter and initiator for problem solving within your service area.
• Have the ability to explain complex information to a variety of audiences using verbal and written methods of communication with the ability to problem solve independently.
• Have excellent computer (IT) skills including Excel, Outlook and Microsoft Word.
• Have strong analytical/auditing skills with attention to detail, along with proven experience of manipulating large volumes of data, interpreting and producing reports for audit and monitoring purposes.
• A full, clean driving license.
In return, our client will provide you with an excellent and unique Benefits package that can be adapted to suit each individual. They offer employees the opportunity to choose from a wide variety of benefits which includes Health and Well-being Programme, Employee Assistance and discounts with multiple retailers and many more. They also offer an impressive Pension Scheme and 28 days holiday, with the ability to buy and sell up to 5 days.

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.

Property Manager

Ref: DJRL1035
Role: Property Manager
Type: Temporary – 6 months FTC
Location: North London, Greater London, South East
Salary: Up to £48k + Benefits

A leading and forward thinking national property company are looking to recruit a highly motivated and confident Property Manager for their North London office.

This role supports the development of a risk and governance framework across the Housing with Care and Support portfolio such that the property proposition supports strategic growth. It also contributes to the increase in capability of frontline operational colleagues in relation to risk assessment and action planning.

As Property Manager, you will be responsible for analysing all properties within the regional portfolio and the risks facing the organisation as a result of building type and customer group. You will contribute to the development of property and customer led risk and governance framework by feeding back the analysis of all properties within regional portfolio. The Property Manager will Inform the annual budgeting process for each property by suggesting tangible property and operational solutions in order to mitigate risk based on building and customer type. You will work alongside Property Risk and Governance Manager to contribute to the development of learning framework to build capability of front line colleagues in relation to risk assessment and property management.

The successful candidate will:
• Have at least 3 years experience gained ideally within the Health and Social care sector.
• Ideally have the relevant professional qualification (BiFM, RiCS).
• Be able to demonstrate experience and knowledge of the property related regulatory environment applicable to Housing with Care and Support as an employer, landlord and care and support provider (HSE, HHSRS, FRO, CQC etc).
• Have experience in the reviewing of Risk Assessments and implementing action plans within the Health and Social Care sector and have the ability to understand the complex customer group, the way in which the customers interact with the `lived environment` and what that means in terms of risk for the organisation.

In return, our client will provide you with an excellent and unique Benefits package that can be adapted to suit each individual. They offer employees the opportunity to choose from a wide variety of benefits which includes Health and Well-being Programme, Employee Assistance and discounts with multiple retailers and many more. They also offer an impressive Pension Scheme and 28 days holiday, with the ability to buy and sell up to 5 days.

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.

Compliance / Health & Safety Assistant

Ref: DJRL1034
Role: Compliance / Health & Safety Assistant
Type: Permanent
Location: London, Greater London, South East
Salary: Up to £30k + Benefits

A leading and forward thinking national Housing company are looking to recruit a highly motivated and confident Compliance Assistant for their London office. They are looking for someone who has a background in property and experience of working within compliance or Health & Safety in the Housing or Property Sector.

This newly created role is responsible for supporting the Audit and Governance Manager with the day to day maintenance of all relevant policies, with ensuring that the Compliance Directorate is acting in line with the companies own code of practice around good records management and with ensuring that their risk register, audit log, and safeguarding action tracker is kept up to date.

This market leading property company are looking for a Compliance Assistant and within this role you will assist in the preparation and ongoing maintenance of the Compliance Directorate`s policies and procedures. You will also need to maintain an up to date register of review dates for the Compliance Directorate`s policies and procedures. You will also need to ensure that the Compliance Directorate`s risk register and associated action log is up to date and current.

The role will include you following up on actions associated with the Compliance Directorate`s risk register. You will need to maintain an up to date register of recommendations arising from audit activity and to ensure that these are being progressed as appropriate. You will also maintain an up to date register of recommendations arising from incident investigations and to ensure that these are being progressed as appropriate. To maintain a repository of membership and terms of reference for any governance related meetings within the Compliance Directorate.

The successful candidate will:
• Demonstrable experience within the field of Risk, Governance or Policy Development.
• Have experience of working in a Compliance role within the Housing or Property market.
• Have a willingness to develop expertise in fields which one has no previous experience of.
• Demonstrable experience of servicing meetings.
• Have strong communication, presentation and report writing skills and experience.
• Have knowledge of relevant legislation and governance for the sector.
• Be IT computer literate.
• Be educated to degree standard or equivalent experience.

In return, our client will provide you with an excellent and unique Benefits package that can be adapted to suit each individual. They offer employees the opportunity to choose from a wide variety of benefits which includes Health and Well-being Programme, Employee Assistance and discounts with multiple retailers and many more. They also offer an impressive Pension Scheme and 28 days holiday, with the ability to buy and sell up to 5 days.

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.

Quality Manager – Contact Centre

Job Ref: DJAD1065
Job Title: Quality Manager – Contact Centre
Location: London, Greater London, South East
Salary: £50,000
Employment Type: Permanent

This is a fantastic opportunity for an experienced Quality Manager to join a world class brand organisation. The Quality Manager or Quality Assurance Manager will be tasked with overall customer satisfaction, quality assurance and the coaching of customer service agents, Team Leaders and even Managers within the contact centres.
This role requires a proactive, communicative and highly motivated person who has excelled in working within a fast-paced environment and has a strong background in managing, planning and delivering outstanding results.

As the Quality Manager, some of your responsibility will be to:
• Ensure policy documents are being enforced
• Work with the Contact Centre team on improving performance across global locations
• Improving quality metrics through training and coaching
• Develop, design and execute testing and monitoring

If you are interested in applying for this position, then you will need to have a proven background as a Quality Manager or Training Manager in a contact centre 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, 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

Job Ref: DJAD1064
Job Title: Contact Centre Manager
Location: London, Greater London, South East
Salary: £60,000
Employment Type: Permanent

Are you passionate about delivering best in class customer experience? Do you have experience in creating a contact centre and supporting staff through this? If so a world class brand may have the perfect role for you as their Contact Centre Manager. Reporting into the Head of Contact Centre the role will support the people through implementation whilst being always hands on in delivering the performance of the contact centre through engaging employees and promotion best in class Customer Experience.

Some of the Responsibilities include:
• To manage, motivate and develop a team of circa 40fte, including team managers and support staff.
• Create a strategy and vision for the team to support the delivery of operational KPI’s
• Work with the team to ensure optimal resourcing
• Work across departments to create and deliver exceptional service for multiple products and services

The successful candidate will have experience managing a contact centre, will be passionate about employees and their development and ultimately be driven by providing world class customer experience, whilst ensuring the team is motivated to do the same.

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.