Verification Team Manager – International

Job Ref: DJHB1009
Job Title: Verification Team Manager – International
Location: Kent
Salary: up to £33,000 plus bonus bens
Employment Type: Permanent

Are you an experienced verifier who’s looking for the next step up?

Do you have experience within a highly regulated environment verifying aligned with anti-money laundering regulations for the international market?

Then this role could be just what you’re looking for.

An excellent opportunity has arisen for an experienced Team Manager to take responsibility for a diverse team focussed on verification operations for charity services business in the UK heading up their verification team for international business.
The organisation offers a friendly, fun and positive environment, where personal development is encouraged.
You will support the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve the accuracy of verification measures.
You will take full ownership and responsibility for your team, nurturing, coaching and developing your verifiers to enhance their skills and performance levels; working in an autonomous working environment to achieve deadlines within a high-pressured environment.
You will be directly line managing a diverse team of 15 FTE providing all individuals with feedback on successes as well as encouraging personal development and tailored training for all team members.

The ability to prioritise and set daily tasks across the team will be an imperative part of the position, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties will include:
• Responsible for approving international charity verification cases; meaning that you will be required to have experience with anti-money laundering regulations.
• Full line management responsibility for all the team including objective setting, performance appraisals, coaching, training and development
• Act as an escalation point for issues with verifications.
• Support the Senior Management team in the delivery of business operations.
• Develop and maintain relationships with internal and external customers and stakeholders
• Completing quality assessments in line with the internal quality framework.
• Leading the performance management for the business.

The successful candidate will have previous direct team management experience. You will also have worked within a legal and regulatory financial setting with exposure to AML and KYC settings in the international markets. Any exposure to the international charity regulations would be a huge advantage. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, with excellent communication and coaching 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 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.

Verification Team Manager – UK

Job Ref: DJHB1008
Job Title: Verification Team Manager – UK
Location: Kent
Salary: up to £30,000 plus bonus bens
Employment Type: Permanent

Are you an experienced verifier who’s looking for the next step up?
Do you have experience within a highly regulated environment verifying aligned with anti-money laundering regulations?

Then this role could be just what you’re looking for.
An excellent opportunity has arisen for an experienced Team Manager to take responsibility for a diverse team focussed on verification operations for charity businesses in the UK.

The organisation offers a friendly, fun and positive environment, where personal development is encouraged.

You will support the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve the accuracy of verification measures.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your verifiers to enhance their skills and performance levels; working in an autonomous working environment to achieve deadlines within a high-pressured environment.

You will be directly line managing a diverse team of 12 FTE providing all individuals with feedback on successes as well as encouraging personal development and tailored training for all team members.

The ability to prioritise and set daily tasks across the team will be an imperative part of the position, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties will include:
• Responsible for approving UK charity verification cases; meaning that you will be required to have experience with anti-money laundering regulations.
• Full line management responsibility for all the team including objective setting, performance appraisals, coaching, training and development
• Act as an escalation point for issues with verifications.
• Support the Senior Management team in the delivery of business operations.
• Develop and maintain relationships with internal and external customers and stakeholders
• Completing quality assessments in line with the internal quality framework.
• Leading the performance management for the business.

The successful candidate will have previous direct team management experience. You will also have worked within a legal and regulatory financial setting with exposure to AML and KYC settings. Any exposure to the UK charity regulations would be a huge advantage. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, with excellent communication and coaching 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 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.

Quality Coach / Trainer – Customer Services – 12 month FTC

Job ID: DJHB1004
Job Title: Quality Coach / Trainer – Customer Services – 12 month FTC
Location: Kent
Salary: up to £25,000 + 10% bonus bens
Employment Type: 12 month FTC

Are you an experienced coach / trainer with experience working for a luxury retail brand or within a contact centre environment?

Are you interested in a position that’ll allow you to enhance the customer service levels within a training and coaching environment?

If so, this could be just the opportunity for you!

This opportunity is for an experienced coach or trainer from a retail or luxury brand to join an established business in Kent who’re expanding.
Working with a team of around 40 agents, you will be responsible for the delivery of quality coaching, training and improving the performance of the team who are dealing with customer complaints and queries via phone and email.

Responsibilities will include but are not limited to:
• Working closely with the businesses departments, coaching and mentoring team members within a contact centre environment; monitoring both calls and emails.
• Identifying improvements in quality and best practice.
• Creating key, achievable KPIs to measure team performance, ensuring that each person’s role is tailored effectively.
• Experienced in the customer service environment with the capacity to manage and implement change within the business through structured training and development plans tailored to the individual.

The successful candidate will have previous team coaching, mentoring or training experience within a modern customer service focussed environment; ideally from a retail or luxury brand. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, excellent communication and coaching 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 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.

Customer Service Team Leader / Manager

Job Ref: DJHB1005
Job Title: Customer Service Team Leader / Manager
Location: Kent
Salary: up to 30,000 plus bonus bens
Job Type: Permanent

Excellent opportunity for an experienced Customer Service Team Manager / Team Leader to take responsibility for an extremely diverse multi-channel and administration focussed customer contact operation.

The organisation offers a friendly, fun and positive environment, where personal development is encouraged.

You will support the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Customer Service Advisors to enhance their skills and performance levels; working in an autonomous working environment.

You will be directly line managing a team of 20 FTE providing all individuals with feedback on successes as well as encouraging personal development and tailored training for all team members.

The ability to prioritise and set daily tasks across the team will be an imperative part of the position, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties will include:
• Full line management responsibility for all the team including objective setting, performance appraisals, coaching, training and development
• Act as an escalation point for internal and external customers
• Support the Senior Management team in the delivery of business operations.
• Develop and maintain relationships with internal and external customers and stakeholders
• Support projects and developments which will drive continuous improvements and change
• Work with the Customer Service Operations Manager and senior management team to ensure SLAs are achieved
• Happy to be forthcoming with ideas for process improvement, new methodologies and better ways of working and brave enough to trial new ideas and focuses to improve the performance of the contact centre.

The successful candidate will have previous direct team management experience within at least two other modern customer service contact centre environments in order to bring a wider understanding of other businesses and working environments. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, excellent communication and coaching 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 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.

Customer Service Operations Manager

Job Ref: DJHB1003
Job Title: Customer Service Operations Manager
Location: Kent
Salary: up to £48,000 plus bonus bens
Job Type: Permanent

Excellent opportunity for an experienced Customer Service Operations Manager to take responsibility for a multi-channel and administration focussed customer contact operation.

The organisation offers a friendly, fun and positive environment, where personal development is encouraged.

You will work with the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Customer Service Advisors to enhance their skills and performance levels; working in an autonomous environment.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties will include:
• Full line management responsibility for all the team including objective setting, performance appraisals, coaching, training and development
• Act as an escalation point for internal and external customers
• Develop and maintain relationships with internal and external customers and stakeholders
• Support projects and developments which will drive continuous improvements and change
• Work with the Customer Service Director and senior management team to ensure SLAs are achieved
• Happy to be forthcoming with ideas for process improvement, new methodologies and better ways of working and brave enough to trial new ideas and focuses to improve the performance of the contact centre.

The successful candidate will have previous team management experience within a modern customer service contact centre environment. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, excellent communication and coaching 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 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.