Head of HR/Head of People

Job Ref: DJKG1261
Job Title: Head of HR/Head of People
Location: London
Salary: £50k to £80k (depending of experience) plus bonus and benefits
Employment Type: Permanent

This is a fantastic opportunity for an experienced Head or HR or Head of People to join a tech driven travel company.
This is a growing entrepreneurial organisation and due to the growth of the business they are now looking for a dedicated Head of HR or Head of People to join this energetic and vibrant environment.
As a Head of HR or Head of people you be responsible for all aspects of the HR operations and delivery of strategic objectives in a diverse and high growth company.

Some of your responsibility will be to:
• Drive alignment between HR strategy and business goals
• Continuous monitoring of HR polices and processes and implementing any changes
• Manage complex employee relations
• Administer the full payroll cycle
• Participate in the implementation of projects and procedures

If you are interested in applying for this position, you will need to be a Head of HR or Head of People or be looking to step up to this level. Ideally CIPD qualified and a proven HR generalist with around 5 years’ experience with an online or tech company ideally.

To apply for this position please forward a copy of your CV to us. 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: DJJM1197
Job Title: Contact Centre Manager
Job Location: London
Salary – up to £55,000 + bens
Job Type: Permanent

Reporting to the Head of B2B, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• Performance management of team members, including driving a coaching culture and planning training programmes
• Driving engagement and loyalty of employees, through development of reward schemes and recognition
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff, have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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 Sales Manager (Outbound)

Job Ref: DJKG1254
Job Title: Contact Centre Sales Manager (Outbound)
Location: Hertfordshire and the Greater London area
Salary/OTE: £60k to £70k plus car allowance with generous bonus and benefits
Employment Type: Permanent

This is a fantastic opportunity for an experienced Outbound Contact Centre Sales Manager to join an outstanding market leading organisation within a service environment.
This is an opportunity to join an established company as an Outbound Contact Centre Sales Manager in a pivotal role in the organisation that will work with key stakeholders servicing UK Consumers throughout the UK as they will be ambassadors to this brand.
This organisation is looking for an experienced Outbound Contact Centre Sales Manager who can lead, develop and motivate the team to maximise sales to the retail market.
This role reports into the Head of Customer Operations and this position is part of the senior management team.

As the Outbound Contact Centre Sales Manager some of your responsibility will be to:

• Lead the team to achieve sales targets whilst delivering outstanding customer experience
• Drive new and existing retail sales through new campaigns and promotions
• To ensure the team deliver excellent retail experience which is measured through retailers’ feedback
• To support and develop the advocacy of external partnerships including trade bodies
• Ensure all polices and procedures are embedded and delivered

If you are interested in applying for this position, you will need to have a passion for delivering exceptional sales leadership and management within a contact centre environment and be commercially focused to deliver consistently against sales and operations goals. You will need experience in understanding and working with dialler technologies and set-ups is important for this role along with being able to interpret data to influence partners and to manage the sales team.
The role is a Monday to Friday role and may require occasional travel.

To apply for this position please forward a copy of your CV to us. 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.

Distribution Team Manager/Home Delivery Manager

Job Ref: DJKG1246
Job Title: Distribution Team Manager/Home Delivery Manager
Location: Slough, North West London
Salary: £30k plus £150 monthly bonus
Employment Type: Permanent

This is a fantastic opportunity for an experienced Distribution Team Manager/Home Delivery Manager to join this growing service led organisation. The Distribution Team Manager will be tasked with hands on management of developing a team and improving performance through training and motivational leadership style.

The department has recently undergone departmental change to improve performance and delivery service to its customers.

The main responsibility is to champion a positive team culture of within the department and lead them in providing an excellent delivery service. You will report to the Distribution Manager and you will have direct and indirect reports.

The Distribution Team Manager/Home Delivery Manager will be a strong coach and developer of people. You will have a hands-on approach, whilst looking to deliver better performance, identifying and driving continuous improvement.

If you are interested in applying for this position, then you will need to have a proven background in management and leadership ideally within a Home Delivery Service with around 5 years experience

To apply for this position please forward a copy of your CV to us. 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.

Customer Service Manager – Contact Centre Manager – Call Centre Manager – Operations Manager

Job Ref: DJJM1196
Job Title: Customer Service Manager – Contact Centre Manager – Call Centre Manager – Operations Manager
Location: London – Greater London – South East
Salary: £40-50,000 plus bens
Job Type: Permanent

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

The Customer Service 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 Customer Service Manager within the contact centre, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Team Leaders to deliver a positive, engaging environment, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

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:
Forecasting, daily planning and delivering great people leadership.
Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, coach and develop staff in the Contact Centre
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 Customer Service 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 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.

Management Information Analyst / MI Analyst

Job Ref: DJPF1237
Job Title: Management Information Analyst / MI Analyst
Location Central London
Salary: £32,000
Employment Type: Permanent

My Client is looking for an experienced MI Analyst to provide meaningful insight for their customer operations teams. You will be responsible for the development of reports and providing meaningful insight to operational teams to ensure the best decisions are made.

Some of the Responsibilities include:
• Experience of building reporting suites within an operational business.
• Develop reports in line with business requirements.
• Delivery of all reporting activities to agreed timescales and quality.
• Contribute to enhancing existing reports to increase efficiency and effectiveness.
• Help to build analytical capability within the team.
• Produce analysis and make recommendations to management.
• Provide meaningful insight to operations teams.
• Work with other business areas through data gathering and analysis.
• Share MI best practice across all contacts.
• Provide guidance on all MI related matters.

If you are interested to apply:
• Highly numerate and IT literate, with a genuine passion for data.
• Strong Excel skills.
• Excellent written and verbal communication skills.
• Strong attention to detail.
• Analytical experience essential.
• Experience in using SAS and SQL to extract data and build reports.
• Zendesk experience or similar Contact Management system experience is desirable.
• Complex problem-solving skills.
• Strong ability to extract, manipulate and present data into reports.
• Ability to interpret data and make recommendations to management.

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 (6 Month Contract)

Job Ref: DJJM1192
Job Title: Contact Centre Manager (6 Month Contract)
Job Location: London
Salary: Up to £55,000+ bens
Job Type: Contract – 6 months

Reporting to the Head of B2B, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• Performance management of team members, including driving a coaching culture and planning training programmes
• Driving engagement and loyalty of employees, through development of reward schemes and recognition
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff, have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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.

Customer Experience Manager/ Vendor Manager

Job Ref: DJAD1073
Job Title: Customer Experience Manager/ Vendor Manager
Location London, Greater London, South East
Salary: £55,000 + benefits
Employment Type: Permanent

An incredibly exciting opportunity has arisen in a household brand to join their Customer Experience team at an exciting point of change as a Customer Experience Manager. The role will be tasked to deliver CX strategy as well as the management of the outsource partner relationship, in order to promote best in class customer experience and drive commercial results.

Some of the Responsibilities include:
• Lead and manage internal senior escalations executives to resolve all elements of high-level complaints from customers and work closely with outsourced partners to ensure that all general escalated activities adhere to business guidelines
• Lead, manage and build a strong relationship with the Outsource provider to ensure service levels are adhered to, quality levels are achieved, and budget is maintained
• Responsible for the delivery of service improvements across the business
• Provide a feedback loop to the business on areas that are driving customer contact and own the projects that will reduce customer contact and provide service improvements
• Work closely with stakeholders across the business to ensure that any future products or propositions are market ready without creating additional workarounds and back end processes
• Work closely with the Forecasting and Reporting Manager and Performance Manager to ensure effective reporting is in place and appropriate levels of staff are scheduled
• Oversee the competitions activities with Partnerships and support any activity migration or new stakeholder mapping. Retain a role in the audit and monitoring of competitions.
• Responsible for the quality of the operational team and there are effective measures in place to monitor customer interactions
• Be the internal champion of briefing, training and induction processes that ensure that sales objectives and brand values are enhanced by the customer service interaction

If you are interested to apply you will have:
• Deep understanding of dealing with escalated and high-level complaints
• Experience managing and delivering training and coaching and developing team members
• Ability to influence a wide range of audiences (including business stakeholders up to Senior Management)
• Ability to analyse performance data and identify when deeper insight is required.
• Experience at managing outsourced relationships across multiple communication channels
• Commercial experience in managing a budget, understanding the ROI of the operation and the impact a customer service operation has on churn reduction
• Creating innovative and creative solutions to overcome customer related issues
• Experience at managing virtual teams, where you have delivered projects which span multiple internal and external teams

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.

Client Onboarding Consultant

Job Ref: DJJM1187
Job Title: Client Onboarding Consultant
Location: London – Greater London – South East
Salary: £35,000 – 38,000 plus bens
Job Type: Permanent

An opportunity for an experienced Client Onboarding consultant to take responsibility for the end to end process, looking at continuous improvement and identifying trends and unusual activity, liaising and managing key stakeholders where appropriate.

The Client Onboarding Consultant will be responsible for Onboarding new clients, sharing technical expertise, advice and guidance with the onboarding team, reviewing and assessing the risk of new client applications which have been escalated by the onboarding team, looking at continuous improvement of internal procedures and policies. Overseeing the identification of high risk applications including PEP’s.

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

As the Client Onboarding Consultant, you will work within the B2B part of the business working closely with SME businesses as well as 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 escalated 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 customers

If you are interested in applying for this position, you will need a proven track record within Client Onboarding, you will need to have a professional qualification in KYC, KYB or AML. Experience within a regulated environment is essential, 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.

Market Insight Analyst / Competitor Research Analyst

Job Ref: DJAD1072
Job Title: Market Insight Analyst / Competitor Research Analyst
Location: London, South East
Salary: £35k
Employment Type: Permanent

A thriving and transforming business have a new position for a Competitor Analyst with essential Market Research experience to join their Customer Strategy team. This new role is being created to enable the business to build and identify market, competitor and consumer trends to prioritise growth opportunities and mitigate business risk. If you’ve got the relevant Market Analyst experience, this role could be for you!

On a day to day basis the role will involve:
• Compiling and analysing multiple sources of industry reports using primary, secondary, modern and traditional methods. Sharing through regular reports, presentations etc.
• Enabling the business to understand changing consumer trends and enabling us to learn from best in market case studies and trends.
• Ensuring the business is aware of competitor strategy and its impact on the business by building a competitor overview

Key experience required for the role:
• Your experience in looking at the external consumer view to enable informed decision making
• Your ability to articulate business requirements into research requirements
• Your 3-4 years experience (desirable) in a market strategy role or similar
• Your previous experience in working with statistical reports and company annual reports

You’ll also be resourceful and preferably come from an insurance or financial services background. You’ll have experience in working with primary and secondary sources of data and be a blue sky thinker.

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.