Team Leader (Customer Experience)

Job Ref: DJHC4284
Job Title: Team Leader (Customer Experience)
Location: The Midlands
Salary: Up to £30k Salary (Pro Rata – 34 hour week)
Shifts: 2pm until 11pm/ Wednesday to Saturday
Employment Type: Permanent

I am looking for an innovative and modern thinking Team Leader, that can manage customer service agents through change, and take ownership of the team, driving best practise and creating a culture of excellence.

In return for effectively taking your team on a huge transformational journey, you will receive a real investment from the company into your future, through industry relevant qualifications!!

Responsibilities:
• Operational Leadership and day to day management of the customer experience team (15FTE)
• Drive customer centric change within the team, promoting this across the rest of the business
• Evangelise customer experience excellence internally and externally
• Use insight and MI to collaboratively drive customer experience and performance
• Identify training needs and then coach and mentor your team in line with the business culture and objectives

Key behaviours:
• A strong Team Manager who can both manage and lead from the front
• Customer centric and somebody who always looks for the best customer outcomes
• Resilient through periods of transformation, and able to take customer service agents on a journey

If you are interested in applying for this position, you will need to have a proven track record of working in a contact centre environment, in a management capacity.

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.

MI Manager

Job Ref: DJEM1010
Job Title: MI Manager
Location: Peterborough
Salary: up to £40,000 plus & Benefits
Employment Type: Permanent

This is an excellent opportunity for an experienced MI Manager to join a brand-new team, responsible for ensuring MI reports are published as required to the appropriate stakeholders and for managing the development of new reports as required.

Responsibilities include:
• Line management of the MI team
• Responsible for tracking MI development requests
• Assist in the development of MI reporting solutions and data structure
• Deliver against the MI Strategy
• Ensure MI Projects are delivered on time and to budget

Experience required:
• Line managed an MI Team previously
• Ability to gather, collate and define MI requirements from stakeholders
• Programming in SQL Server
• Advanced Excel
• Previous experience in using Gentrack Velocity is desirable

Overall, they are looking for an experienced MI Manager who is able to build a function from a fairly immature level.

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.

Data Operations Team Manager

Job Ref: DJHB1014
Job Title: Data Operations Team Manager
Location: Brighton
Salary: Up to £35,000 per annum plus benefits
Employment type: Permanent

Are you an experienced people manager with a natural flair for developing teams and departments?
Are you looking for an opportunity to work within a fun an inclusive environment?
Do you have experience in the delivery of data operations within a utilities environment?

If so, this could be just the role for you.

We’re working closely with a leading utilities business who are looking to add a team manager into their growing business.

Working as part of an existing team in a new divisional role, you will be responsible for 9FTE at analyst level; supporting the team in the delivery of projects and managing the projects.

You will be responsible for:
• Process improvement – identifying and creating the solution.
• Change management within the evolving department.
• Collating, delivering and reporting upon KPIs within the team.
• MI Report processing
• Coaching and training a team of dynamic analysts
• Managing and developing the team through training, coaching and development.

You will ideally be:
• Experienced in the back-office customer journey
• From a dataflow / settlements background; ideally within a Utilities environment.
• Used to working with and resolving disputes.
• Managing the CRM – identifying and troubleshooting exceptions within the billing system.

It’s important in this position that the successful candidate has a customer-centric attitude towards their work; and that problem-solving and communication skills are a core strength.
The role will be based in a fantastic office setting, and you will have the opportunity to work with a fantastic team of individuals within an interesting and vibrant workplace.

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.