Client Onboarding Team Manager

Job Ref: DJJM1210
Job Title: Client Onboarding Team Manager
Location: London – Greater London – South East
Salary: £25,000 – 35,000 plus bens
Job Type: Permanent

An opportunity for an experienced Client Onboarding Specialist to take responsibility for onboarding new clients to a business to business function within a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Client Onboarding specialist will be able to bring responsible for Onboarding new clients, performing risk assessments and act as a KYC and SIRA expert, performing due diligence and overseeing the identification of high risk applicants, 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 Client Onboarding Specialist, you will work within the B2B part of the business working closely with heads of department and other senior customer management team to identify and develop best practice.

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 will be part of your responsibilities.

Some of the duties will include:

Risk assessment of new applications, taking and uncovering information and documentation
Conducting Due diligence using methods and practise such as CIFAS and SIRA.
Positively influence and contribute to the team culture along with sharing best practice
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
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 Client Onboarding Specialist 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 organizations, 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.

Resource Planning Manager

Job Ref: DJJM1209
Job Title: Resource Planning Manager
Location: London, Twickenham, Slough
Salary: £35,000 – £45,000 per annum
Employment Type: Permanent

This is an exciting opportunity for a Resource Planning Manager to make the planning function their own. You will manage a small team of specialists to ensure that the right people are in the right place at the right time and ensure excellent customer service can be achieved at all times.

Some of the Responsibilities include:
• Accountable for the forecasting and scheduling of resource for the contact centre, ensuring KPI’s and SLA’s are met on a daily, weekly and monthly basis.
• Responsible for the execution of the contact centre scheduling and demand management plan each day.
• Support the Operations team with data and insight to make Real Time intraday decisions to ensure a positive impact on the business service objectives.
• Produce and develop MI/BI reports

If you are interested to apply:
• An understanding of customer service and contact centre methodologies and processes
• Previous operational within a large scale multi-site contact centre
• Previous experience in both a hands on Planning and MI business analyst role
• Strong Excel experience
• Working experience of using a WFM tool

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 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.

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.