Customer Service Manager (3 month interim)

Ref: DJKG1190
Job Title: Customer Service Manager (3 month interim)
Location: London
Day Rate: £350 per day

A great opportunity to join an expanding retail e-commerce company to realign the process and procedures working with a team of 20 agents.

This company is going through some business change which is the reason for this interim position – there may be an opportunity for it to extend to a permanent post.

The Role:
You will be responsible for building, developing and motivating a team, ensuring processes and procedures are in place
• Experience in establishing a small but growing contact centre team
• Ensuring all KPI’s are achieved monthly
• Implement new systems and optimise existing systems
• Providing hands on support and managing escalation queries
• Lead the recruitment process

The Candidate
For this role you will need experience in start-up/scaleup within a customer service environment and be available for this 3-month contract
• Outstanding team and people leadership skills
• Ability to handle challenging customer queries
• Knowledge or experience in subscriptions is an advantage
• Strong analysis and data interpretation 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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Head of Customer Service

Job Ref: DJMA1733
Job Title: Head of Customer Service
Location: South East – (North London and Hertfordshire, Buckinghamshire, Berkshire commutable areas
Salary: £60-70k base 20% bonus and bens.

This is a fantastic opportunity for a proven contact centre/customer service leader who will helping this fast growing and early stage development company to realise it’s goal of delivering industry leading, (potentially award winning) customer experience across both a traditional and online/ecommerce business proposition.

You will take responsibility for a small but growing team serving both a B2B and B2C customer base. Managing the entire lifecycle from welcome and on-boarding, through delivery, then maintaining contact for repeat purchase and other opportunities.

Working with the senior and executive leadership team, you will be the go to contact within customer experience and bring the voice of the customer to your colleagues so they can develop future strategies which will deliver developments in communication channels, self-serve, live chat, CRM, engagement and retention activities.

Some of the duties and responsibilities will include:

Fully responsible for P&L across customer service, the role will deliver and exceed agreed sales through a detailed operational business plan.

Identify key trends and market opportunities to develop a best in class proposition.

Be responsible for continuous improvement of employees through training, coaching and development activities.

Define and develop business unit performance for quality, sales and service delivery.

Work collaboratively to engage and influence senior colleagues across the business.

If you are interested in applying for this position you will have a real passion for the delivery of a great customer service, you will be a self-starter and have the ideas and commercial acumen to develop and present opportunities for investment, improvements, new strategies and drive these approved changes to achieve set goals.

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.

Head of Customer Success

Job Ref: DJMA1730
Job Title: Head of Customer Success
Location: South East – London
Salary: £60-100k base (dep on candidate – early stage career Customer Success Manager to experience Head of Customer Experience) plus bonus, bens. Potential EQUITY available.

This is an opportunity to join a well-funded, ambitious, early stage start-up as the Head of Customer Success.

Working with a wide variety of customers, many of who will be leading brand names and blue chip organisations, you will work closely with the founders and senior management team to help launch and develop enterprise wide opportunities for their cloud based platform.

As the Head of Customer Success, you will understand customer and stakeholder goals and needs. Taking this feedback and insight, you will work collaboratively with sales, product, technology and marketing teams, to write and develop effective launch solutions, drive usage, future engagement, retention and up-lifts in subscriptions.

You will act as a consultant and partner to the business to define the user experience and ultimately drive the product roadmap and future development.

If you are interested in applying for this role and having the opportunity of future equity, working with an experienced, well networked senior team and the ability to advance your own career extremely quickly in line with the business growth, you will need a proven track record within a customer success role. Probably working with the technology platform, or user license markets, you will have evidence of delivering improved usage, subscribers and or retentions across large user based accounts.

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.

Head of Marketing

Ref: DJKG1189
Job Title: Head of Marketing
Location: London
Salary up to £70k

This is a great opportunity to join an expanding Gaming Company that is proactive in expanding its brands within the on-line gaming industry.

This is a high-profile role with visibility across two large organisations that will report into the Director of Customer Service.

The Role:
You will be responsible for building and developing a team of marketing professionals and leading the marketing initiatives
• Managing large budgets to drive efficient customer acquisition and retention
• Ensuring brand messages reach the right customers through the right channels
• Manage the day to day relationship with stakeholders, including service delivery
• Drive the brand’s planning strategy and growth plans
• Report on performance and any related projects

The Candidate
You will need to adopt a customer centric ethic and be able to combine creative input with an analytical mindset, with a proven track record in managing marketing teams and processes.

Other required experience includes:
• End to end knowledge of brand positions
• Ability to grasp technical concepts
• Knowledge or experience within the gaming industry
• An understanding of the customer segmentation models

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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Customer Service Manager

Ref: DJKG1187
Job Title: Customer Service Manager
Location: London
Salary £45k to £50k (12 month contract)

Opportunity to join an established company that is working on specific projects around the communications and media spectrum.

I am looking for a proactive and results driven Customer Service Manager who can manage the outsource partners and contact centre for these projects.

The Role:
You will be responsible for the day to day running of the contact centre who provide technical support to the B2C market – with the focus being around continuous improvement and success within deliverables of the projects.

• Planning of the Contact Centre team
• Forecasting for the projects and preparing for them going live
• Collaborating with stakeholders and identifying opportunities for business improvement
• Provide leadership on the development of key operating metrics and reporting process

The Candidate
You will need to have worked within, managed and lead a contact centre that fluctuates in capacity from 50 to 200 fte with outsource experience. It is desirable that the successful candidate comes from a communications or media background – other experience will include but is not limited to:
• Customer Service or Contact Centre Manager
• Experience in reporting, forecasting and resource planning
• Providing end to end customer service programmes
• Thrives on working in a fast-paced 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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Product Manager

Job Ref: DJAD1019
Role: Product Manager
Location: London
Salary: £30,000 – £34,000

An exciting online gaming brand is looking for a Product Manager to join their team in London. Reporting into the Senior Product Manager the role involves being part of a team that are experts in the Casino product.

Responsibilities include:
• Act as a casino expert to help and support contact centre staff
• Liaison with third party suppliers to resolve incidents and provide an excellent customer experience.
• Management of the game launch process and other related content management procedures
• Provide a customer focused input into the casino product roadmap.
• Refine and improve casino related processes.
• Support for CRM and promotional teams.

The purpose of the role is to – Increase turnover and player retention for Casino, reduce customer contact resolution times and improve customer satisfaction measures.

The successful candidate will have:
• Good knowledge and passion for online gambling and or casino industry
• Strong computer literacy in Microsoft Office suite
• Have knowledge of Playtech IMS system

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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

CRM Executive

Job Ref: DJAD1018
Role: CRM Executive
Location: London
Salary: £30k – £34k

An exciting global business in the online betting industry is looking for a CRM Executive to join their London based team. The CRM Executive, reporting into the CRM Manager is responsible for the end to end delivery of meaningful campaigns.

Duties will include:
• Ensuring wider company KPIs are met through the delivery of meaningful campaigns
• Creation of campaign assets such as copy, images & HTML
• Ensure all company offers are included in campaigns
• Build campaign in Salesforce/ Automation Studio using SQL & AMP Script
• Track success of each campaign on a return on investment perspective
• Report all ROI reports back to CRM Manager

The successful candidate will:
• Experience of actively using and optimising CRM techniques including segmentation, campaign planning, implementation and evaluation
• Experience using Salesforce (Exact Target): reporting, creating derived fields and complex selections
• Have experience with A/B testing

Experience within sports betting and casino products is desirable but not essential.

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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Resourcing Manager

Ref: DJPF1124a
Job Title: Resourcing Manager
Location: Can be located in Manchester, Birmingham or South London
Salary Up to £40k plus benefits

Working for a well-established company that due to expansion are looking for a Resource Planner.

My client is a leading global organisation within an exciting and unique industry.

The Role:
The purpose of the role is to provide the right people, in the right place at the right time to ensure that projects are completed on time.
• Timely matching of resources to resource requests via a role-based resource Management (Oracle)
• Responsible for resource planning 200-400 people across a business line
• Resourcing BI and Metrics
• Support specific intervention on Strategic Workforce Planning, to include efficiencies, growth, recruitment and pipeline Analysis.

The Candidate
My client is looking for someone that is experienced in resource management and has experience of working with the strategic planning tool e.g. Oracle. The successful candidate will have a passion of resource management and be driven by working in an exciting environment for a successful team.

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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Head of Contact Centre Tools & Technology

Job Ref: DJKG1164a
Job Title: Head of Contact Centre Tools & Technology
Location: South East
Salary: £100k circa (plus benefits)

This is a fantastic opportunity for an experienced Programme Manager, Head of Tools and Technology to take on a Senior Director lead role, fully responsible for an expanding estate, managing and developing the global customer contact infrastructure, tools and technology roadmap for this leading, fast paced business. The role will be based in the South East (North London/South Midlands corridor) with international travel as required with the position.

The Role
As the business lead and partner to the business, you will work with your colleagues and senior directors to develop the over-arching strategy and future roadmap for best in class, customer contact tools, telephony and technology across a multi-channel global estate.

You will also be responsible for leading a major investment programme and RFI/RFP process for a new ACD/IVR package to be deployed across the global business. Managing the project to deployment throughout the business and measuring its success.

This role will require a knowledge of Unified Communications, Outbound/Inbound technologies, WFM solution, CTI, ACD, Agent Skill Queue Management, Dynamic IVR, SMS, Online Chat and Social Media Integration.

You will manage and develop multiple global relationships with third party technology vendors and suppliers, as well as managing a team of team of engineers to deal with hands-on management of changes, issues and faults to resolution.

The Candidate
You will have to have experience in working within a large contact centre environment, where you have led programmes and managed changes across a range of contact centre tools technology and telephony systems. The desire and ability to take on a senior leadership position within an innovative and growing business to deliver a best in class, future proof infrastructure.

Experience and or education within computer science, networking (CCNA) or database technologies would also be advantageous.

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

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.

Follow us on Twitter @callcentrejobs1