Complaints Manager

Job Ref: DJHC4287
Job Title: Complaints Manager
Location: The Midlands
Salary: Up to £40k Salary
Employment Type: Permanent

I am looking for an innovative and modern thinking Complaints Manager, that can manage the function, driving Customer centric change, advocating best practise and creating a culture of excellence.

If you are a specialist in the complaints arena and are looking for a change and the opportunity to make a difference, then this role could before you!

Responsibilities:
• Operational Leadership and day to day management of the customer complaints team
• Implement compliant processes across the function, ensuring adherence with the regulator
• Drive customer centric change within the team, promoting a ‘right first time’ mentality
• Reduce customer complaints by cross functional working and root cause analysis
• Use insight and MI to collaboratively drive performance
• Identify training needs and then coach and mentor your team in line with the business culture and objectives

Key behaviours:
• A strong Complaints Manager who can both manage and lead from the front
• Customer centric and somebody who always looks for the best customer outcomes
• Resilient through periods of transformation, and able to take customer service agents on a journey
• Experience in a regulated environment

If you are interested in applying for this position, you will need to have a proven track record of working in a contact centre environment, in a management capacity.

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.

Team Leader (Customer Experience)

Job Ref: DJHC4284
Job Title: Team Leader (Customer Experience)
Location: The Midlands
Salary: Up to £30k Salary (Pro Rata – 34 hour week)
Shifts: 2pm until 11pm/ Wednesday to Saturday
Employment Type: Permanent

I am looking for an innovative and modern thinking Team Leader, that can manage customer service agents through change, and take ownership of the team, driving best practise and creating a culture of excellence.

In return for effectively taking your team on a huge transformational journey, you will receive a real investment from the company into your future, through industry relevant qualifications!!

Responsibilities:
• Operational Leadership and day to day management of the customer experience team (15FTE)
• Drive customer centric change within the team, promoting this across the rest of the business
• Evangelise customer experience excellence internally and externally
• Use insight and MI to collaboratively drive customer experience and performance
• Identify training needs and then coach and mentor your team in line with the business culture and objectives

Key behaviours:
• A strong Team Manager who can both manage and lead from the front
• Customer centric and somebody who always looks for the best customer outcomes
• Resilient through periods of transformation, and able to take customer service agents on a journey

If you are interested in applying for this position, you will need to have a proven track record of working in a contact centre environment, in a management capacity.

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 Service Delivery (1st/2nd Line Support)

Job Ref: DJMA1814
Job Title: Head of Service Delivery (1st/2nd Line Support)
Location: Anglia/South East (Commutable from parts of Cambridgeshire / Bedfordshire / Northamptonshire / Suffolk / Essex)
Salary £50-55k base plus bonus bens.
Job Type: Permanent

This organisation is going through a period of significant growth and has an opportunity for an experienced technical support leader to take responsibility for a team of first and second line support executives and Managers.

The team support a large, international operation spread across numerous platforms. As the Head of Service Delivery, you will develop strategic insight to develop future strategy, change, process and continuous improvements which will reduce contact and drive commercial impact, whilst supporting future growth.

You will need excellent communication skills to engage a wide range of stakeholders, bringing to life the voice of the customer. Utilising your knowledge and insight to influence cross functional change which will deliver enhanced products and propositions for their customers.
An influential leader, you will be able to lead from the front, offering support, coaching and mentorship to get the best from your team.

If you are interested in applying for this position, you will need proven leadership experience within a technical/IT support function. Used to leading mid to large sized teams, you will need have evidence of delivering in a continuous improvement environment, working within a complex, influential position.

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.

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.