Customer Relations Manager – Complaints Manager – Customer Resolutions Manager

Job Ref: DJJM1191
Job Title: Customer Relations Manager – Complaints Manager – Customer Resolutions Manager
Location: London – Greater London – South East
Salary: £35,000-40,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Resolutions Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer resolution operation.

The Complaints Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Complaints Manager, you will work with the customer experience manager to better understand the root cause of complaints and identify pre-emptive solutions to fix the process and develop best practice, driving a positive and efficient complaints process.

You will take full ownership and responsibility for the end to end process of escalated complaints and be the key contact with the regulator, resolving and complying with the regulated guidelines, you will suggest improvements within processes, dealing with escalated complaints nurturing, coaching and developing a skill for colleagues on how best to deal with complaints prior to escalation to reduce the level of escalated complaints.

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. Input into strategy, development of continuous improvements and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:
• Full ownership of the end to end process of escalated complaints
• Review and enhance polices and procedures within the complaints department
• Positively influence and contribute to the team culture
• Provide exceptional customer service via phone, email, live chat and social media
• Work closely with customer experience to review root cause analysis and suggest improvements
• Drive continuous improvement ethos within the contact centre and the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Complaints Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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.

Sales Executive (SAAS) Business Development Manager (SPANISH SPEAKING)

Job Ref: DJMA1778c
Job Title: Sales Executive (SAAS) Business Development Manager (SPANISH SPEAKING)
Location: South East, London, UK, or could be based in SPAIN
Salary: £65-85,000 base dep on candidate with 65k uncapped OTE.
Contract Type: Permanent

There are three roles. 1 x UK Sales Professional
1 x German Sales Exec – can be based in Germany or UK
1 x Spanish speaker Sales can be based in Spain or UK
1 x French speaker Sales Exec

You must be fluent or a native Spanish speaker.

This is a newly created position to join a high growth, award winning, software SAAS and technology provider to enterprise wide organisations across the Finance, Telco and Utilities markets.

The business are growing fast, an entrepreneurial business and to continue with this growth they are looking for experienced sales professionals to continue to take their propositions, products and services to new contacts within existing accounts and new name logo clients.

The Sales Executives will work as a trusted advisor, consultative sales person who is able to build and nurture senior level relationships and demonstrate the gravitas and experience to be able to scale from lower level stakeholders to ‘C’ level conversations.

You will manage the sales activities associated with selling to targeted major accounts in the UK, Spain, France, Germany across all sectors.

As the Sales lead you will work with the sales team to provide product feedback to Product Marketing and Development.

You will be able to structure and generate initial engagements and multi-year enterprise deals with customers

If you are interested in applying for this role, you will need a strong background delivering, or understanding Customer Experience. Sales of customer experience related products or services, CX (understanding customer journeys). A consistent career track record ideally with knowledge of business a vertical market, Financial Services, Telco or Utilities. A team player with a can do attitude.

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.

Sales Executive (SAAS) Business Development Manager (GERMAN SPEAKING)

Job Ref: DJMA1778b
Job Title: Sales Executive (SAAS) Business Development Manager (GERMAN SPEAKING)
Location: South East, London, UK, or could be based in GERMANY
Salary: £65-85,000 base dep on candidate with 65k uncapped OTE.
Contract Type: Permanent

There are three roles. 1 x UK Sales Professional
1 x German Sales Exec – can be based in Germany or UK
1 x Spanish speaker Sales can be based in Spain or UK
1 x French speaker Sales Exec

You must be fluent in German or a German Native. This is a newly created position to join a high growth, award winning, software SAAS and technology provider to enterprise wide organisations across the Finance, Telco and Utilities markets.

The business are growing fast, an entrepreneurial business and to continue with this growth they are looking for experienced sales professionals to continue to take their propositions, products and services to new contacts within existing accounts and new name logo clients.

The Sales Executives will work as a trusted advisor, consultative sales person who is able to build and nurture senior level relationships and demonstrate the gravitas and experience to be able to scale from lower level stakeholders to ‘C’ level conversations.

You will manage the sales activities associated with selling to targeted major accounts in the UK, Spain, France, Germany across all sectors.

As the Sales lead you will work with the sales team to provide product feedback to Product Marketing and Development.

You will be able to structure and generate initial engagements and multi-year enterprise deals with customers

If you are interested in applying for this role, you will need a strong background delivering, or understanding Customer Experience. Sales of customer experience related products or services, CX (understanding customer journeys). A consistent career track record ideally with knowledge of business a vertical market, Financial Services, Telco or Utilities. A team player with a can do attitude.

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.

Sales Executive (SAAS) Business Development Manager

Job Ref: DJMA1778
Job Title: Sales Executive (SAAS) Business Development Manager
Location: South East, London, UK
Salary: £65-85,000 base dep on candidate with 65k uncapped OTE.
Contract Type: Permanent

There are three roles. 1 x UK Sales Professional
1 x German Sales Exec – can be based in Germany or UK
1 x Spanish speaker Sales can be based in Spain or UK
1 x French speaker Sales Exec

This is a newly created position to join a high growth, award winning, software SAAS and technology provider to enterprise wide organisations across the Finance, Telco and Utilities markets.

The business are growing fast, an entrepreneurial business and to continue with this growth they are looking for experienced sales professionals to continue to take their propositions, products and services to new contacts within existing accounts and new name logo clients.

The Sales Executives will work as a trusted advisor, consultative sales person who is able to build and nurture senior level relationships and demonstrate the gravitas and experience to be able to scale from lower level stakeholders to ‘C’ level conversations.

You will manage the sales activities associated with selling to targeted major accounts in the UK, Spain, France, Germany across all sectors.

As the Sales lead you will work with the sales team to provide product feedback to Product Marketing and Development.

You will be able to structure and generate initial engagements and multi-year enterprise deals with customers

If you are interested in applying for this role, you will need a strong background delivering, or understanding Customer Experience. Sales of customer experience related products or services, CX (understanding customer journeys). A consistent career track record ideally with knowledge of business a vertical market, Financial Services, Telco or Utilities. A team player with a can do attitude.

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.

Head of Customer Service

Job Ref: DJMA1771
Job Title: Head of Customer Service
Location: South East, Essex, Ipswich, South Anglia, East London, London
Salary: £50,000- 70,000 base salary dependent on candidate plus 15% bonus and bens.
Job Type: Permanent

An opportunity to join a growing retail and ecommerce business for an experienced senior customer service leader. Using your skills and expertise you will help guide and develop this operation through rapid growth, developing their employee and customer experience strategy.
You will work with the senior stakeholders to identify and understand the voice of the customer, developing root cause analytics and trends, you will be able to prepare and present continuous improvement to eradicate and smooth any potential customer issues.

The business is growing 30% year on year and as such expectation around the development of their recruitment, onboarding, training, retention, tools and technologies to ensure a continued exceptional customer service is high.

As a rapidly growing business, although this is a senior leadership position, you will also be hands on and highly visible across both the customer contact centre and wider operation.
If you are interested in applying for this position you will need a proven track record of working within an online, retail, ecommerce environment and a good idea of growing and scaling a customer operation including development of process, tools and technology.

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.