Head of Contact Centre Operations

Job Ref: DJMA1788
Job Title: Head of Contact Centre Operations
Location: South East, Essex, Ipswich, South Anglia, East London, London
Salary: £70,000- 80,000 base salary dependent on candidate plus bonus and bens.
Job Type: Permanent

An opportunity to join a multi-channel, multi discipline customer contact centre operation for a hands-on, people focussed, strategic leader. In this highly visible and autonomous role you will have full responsibility for the performance across sales and service operations.
As a people focussed leader, you will develop initiatives and strategies which will enhance the recruitment, training and retention of a large team of contact centre professionals, driving levels of motivation, performance and engagement.

Some of the responsibilities will include:
• Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Working with internal and external stakeholders you will set the strategy for the development of the contact centre, staying in touch and ahead of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Take responsibility for the complete end to end contact centre, customer experience and process improvements, resource planning, tools and technologies
• Work closely with HR, L&D and Training delivery teams. Taking responsibility for the recruitment, training, on-going development, engagement and retention of the team.
• Drive improved sales and service functions, achieving and exceeding all KPI’s and SLA’s

If you are interested in applying for this position you will need a proven track record of working within a Head of Contact Centre/Customer Experience capacity, leading a large team across a multi disciplined contact centre where you have delivered improved levels of engagement and performance.

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.

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.

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.