Head of Customer Service

Job Ref: DJHC4278
Job Title: Head of Customer Service
Location: South East
Salary: Up to £95k salary + bonus + benefits
Employment Type: Permanent

I am looking for a results driven Head of Customer Service, who has experience of driving results for the customer across Customer Experience, and managing operational teams.

Responsibilities:
• Lead the Customer Operations Team (50FTE), including Complaints and Customer Insight
• Through analysing customer needs, build a market leading Customer Experience process and monitor and improve this across the operation, and cross functionally
• Support customers throughout the customer journey ensuring they have an appropriate and exemplary level of support
• Lead the development and training of the operational teams to successfully support customers through their customer journey and embed strategies and processes to improve service
• Manage the head count to ensure operational excellence is achieved, whilst remaining within budget
• Set appropriate metrics and SLA’s to ensure performance is at an optimal level in both customer service and overall customer experience
• Drive Customer Experience across the business repairing and streamlining elongated processes
• Represent Customer Experience excellence across the organisation, being the businesses Customer Advocate

Key behaviours:
• Self-starter, resilient, focused, a real achiever of results
• Excellent understanding and customer journey mapping and customer experience
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo

If you are interested in applying for this position, you will need to have a proven track record of leading high performance teams in a multi channel contact centre and customer experience 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 in to any discussions or offer any assistance regarding sponsorship.

Vendor Manager (Operations)

Job Ref: DJKG1280
Job Title: Vendor Manager (Operations)
Location: London (occasional travel)
Salary: £48k plus 10% annual bonus with some outstanding company benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Vendor Manager to join an innovative and forward-thinking E-commerce and Technology driven organisation.
This role reports to the EMEA Customer Experience Manager and your role will be to manage the outsourced contact centre which is offshore and liaise with and built relations with the other teams through Europe and America in preparation for product launches.
This role requires someone that has previous experience as a Vendor Manager and has worked with European and International market space

• To maintain and improve the offshore Contact Centre operations by monitoring performance and collecting, analysing and reporting on data trends
• Working closely with quality assurance, resolutions and training teams
• Understand the voice of the customer representing success and pain points
• Working and building relationship with internal and external stakeholders through the UK and EMEA

If you are interested in applying for this position, you will need to have solid experience as a Vendor Manager and be a self-starter. Someone that has worked for a start-up organisation would be suitable for this role. You must have experience working with the EMEA space and have strong analytical and strategic skills.

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.

Collections Team Member – Contact Centre Collections Advisor – Debt Recovery Specialist

Job Reference: DJJM1210
Job Title: Collections Team Member – Contact Centre Collections Advisor – Debt Recovery Specialist
Location: London – South East
Salary: £28k – £30k
Employment Type: Permanent

An opportunity for an experienced Collections Team Member – Contact Centre Collections Advisor to take responsibility for the collections and credit control for customers who have missed a payment date, it is multi-channel, digitally aligned operation within a rapidly growing organisation.
The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As a collections team member, you will work with the collections team manager to identify venerable customers and work with customers to resolve outstanding debt and resolve any outstanding payments. This is 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 customer base, supporting them through the process and arranging payment plans specific to customers situation and needs to ensure that the outstanding debt is properly managed and ultimately repaid in a fair and compassionate way.

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.

Some of the duties and responsibilities for the – Collections Team Member – Contact Centre Collections Advisor will include:
• Delivering strong debt collection skills in an operational environment
• Positively influence and contribute to the team culture
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• 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 Collections Advisor, working within a team of collection advisors across phone, email and live chat and be able to show a clear understanding of FCA regulation. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

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.

Customer Engagement & Retention Manager

Job Ref: DJHC4272
Job Title: Customer Engagement & Retention Manager
Location: South East
Salary: Up to £45k + 20% bonus + great benefits
Employment Type: Permanent

I am looking for an innovative and independent Customer Engagement & Retention Manager, to attract and retain customers to one of the nation’s favourite influential brands!

Responsibilities:

• Manage the delivery of customer marketing programs, across engagement and retentions, to build valuable relationships with consumers aiding and maximising customer retention
• Increase customer lifecycle value and profitability to the business
• Manage lifecycle programmes across activation, engagement and churn allocating budget based on business priorities
• Optimise the quality and value of customer engagement producing multi channel integrated campaigns by working collaboratively across the Sales & Marketing function
• Manage the daily, weekly and monthly reporting of KPI’s
• Own churn and risk forecasts supporting senior managers in the budget outlook process
• Deliver retention and growth targets across the consumer base
• Work with senior department managers to build a customer lifecycle process to enable execution, assessment and optimisation to maximise customer retention
• Drive efficiencies and improvements to maximise customer experience
• Communicate and influence cross functionally in order to obtain required business outcomes
• Manage the performance of external suppliers against customer retention KPI’s and SLA’s
• A customer engagement expert, maximising on each customer interaction

Key behaviours and requirements:

• A background in consumer marketing
• Brand advocate
• Passionate about customers and providing a great customer experience
• Ability to build strong relationships and influence people
• Driven and results orientated
• Working knowledge of Google Analytics, Salesforce, and Excel

If you are interested in applying for this position, you will need to have a proven track record in a Sales & Marketing department, engaging with and retaining consumers across digital and multi channel.

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 in to any discussions or offer any assistance regarding sponsorship.

Management Information Analyst

Job Ref: DJPF1258
Job Title: Management Information Analyst
Location: London – South East
Salary: £45,000 – £55,000 dep on experience
Employment Type: Permanent

As an MI Analyst you will support the Customer Contact Centre by being responsible for creating, developing and maintaining the specific dashboards and scorecards. Using analysis and interpretation you will influence management in their respective operational decision making.

Some of the Responsibilities include:
• Produce daily, weekly, monthly, quarterly and annual reports on CCC performance against KPIs for review by team leaders and senior management
• Owner of all contact centre operational reporting and insight.
• Provide a consultative approach to assessing and delivering MI solutions throughout the business
• Proactively analyse and manipulate output data to identify trends, patterns and anomalies to produce recommendations on process improvements.
• Work with the Resource & Planning Analyst to provide recommendations on resource planning

If you are interested to apply:
• Experience of having produced and presented impactful Management Information (MI) for large complex organisations. Preferably in a contact centre environment.
• The ability to present complex information to senior audiences with confidence
• Excellent proven oral and written communication and interpersonal skills, with experience of liaising with senior stakeholders (including understanding Customer requirements) and ability to communicate with employees at all levels and across multiple sites.
• Advanced Excel skills with experience of data and system analysis including the generation of reports (pulling information from a variety of sources and experience of proving data based insight and recommendations for use at all management levels)
• Ability to strategically align MI priorities with business objectives, and enhance MI reporting infrastructure

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) – INTERIM

Job Ref: DJKG1276a
Job Title: Contact Centre Sales Manager (Outbound) – INTERIM
Location: Hertfordshire and the Greater London area
Salary/OTE: £55k to £72k plus car allowance with generous bonus and benefits
Employment Type: INTERIM

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 outbound Contact Centre Sales Manager is 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 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 report 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 a team to achieve sales target within a B2B setting
• Drive new and existing retail sales through new campaigns and promotions
• Ensure the team deliver excellent retail experience which is measured through retailers’ feedback
• 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. You will need to be commercially focused to deliver consistently against sales and operations goals. 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.

Client Onboarding – Team Manager

Job Ref: DJJM1216
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 – Team Manager to take responsibility for a Client Onboarding Team looking at continuous improvement and identifying trends and unusual activity, liaising and managing key stakeholders where appropriate.

The Client Onboarding Team Manger will be responsible for a team of dedicated Onboarding agents, Onboarding new clients, sharing technical expertise, advice and guidance with the onboarding team, as well as 1 to 1 reviews 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 Team Manager, 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.

Contact Centre Manager

Job Ref: DJJM1215
Job Title: Contact Centre Manager
Job Location: London – South East
Salary – up to £50,000+ 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.

Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager

Job Ref: DJJM1214
Job Title: Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager
Location: London – South East
Salary: Up to £45,000 – £50,000 plus bens
Job Type: Permanent

An opportunity for a Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager to take responsibility for a multi-channel, digitally aligned and ever evolving customer experience operation.

As the Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager within SME, you will work within the Continuous Improvement team to identify and develop the best processes and customer journey through every channel, using insight, data and market intelligence to drive a positive more efficient Customer Journey and have a positive impact on NPS/CSAT scores.

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 outcomes.

Some of the duties and responsibilities for the Customer Experience Manager – Customer Journey Manager will include:

• Champion the design and implementation of the customer journey over every customer channel.
• Review business processes and suggest improvements where applicable to be more lean and efficient
• To build and maintain solid long-term relationships with internal stakeholders
• Drive continuous improvement ethos within 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 Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager working with a team of customer service professionals to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

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.

CRM Manager / CRM Project Manager

Job Ref: Ref DJEM1004
Job Title: CRM Manager / CRM Project Manager
Location: Central London
Salary: £40,000 – £45,000 plus 20% bonus
Job Type: Permanent

A well established online based company are looking for a CRM Manager to join their team to develop and manage the current CRM system and technologies.

Role Responsibilities:
• Understand and implement the needs of the CRM team
• Provide solutions to improve campaign efficiency
• Optimise technology and processes through the organisation
• Marketing campaigns
• Data unity across all customer lifecycles
• Bridging the gap between marketing, products and technology

What are we looking for:
• CRM Tooling experience
• Working from a technical and operational support background
• Adobe campaign experience

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.