Team Leader (Customer Experience)

Job Ref: DJHC4279
Job Title: Team Leader (Customer Experience)
Location: Midlands
Salary: Up to £30k salary, plus shift allowance
Employment Type: Permanent

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

This role is with an exciting FinTech organisation!

Shifts are Monday to Saturday, 9am until 7pm, with the possibility of introducing Sunday working hours.

Some Role Responsibilities:
• Operational Leadership and day to day management of the customer experience team (10FTE)
• Drive customer centric change within the team, advocating best practise
• Drive a supportive and collaborative culture within your team
• Use insight and MI to collaboratively drive customer experience and performance
• Identify cross sell and upsell opportunities, maximising on each customer contact
• Identify training needs and then coach and mentor your team in line with the business culture and objectives
• Develop and onboard new recruits, building knowledge and confidence, to achieve performance outcomes
• Drive ongoing quality improvements ensuring that high quality service is achieved
• Work cross functionally ensuring harmony across the many projects associated with a fast paced, exciting, and growing business
• Ensure that regulatory and compliance requirements are always adhered to and monitored

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.

Lead Tester

Job Ref: DJHB1007
Job Title: Lead Tester
Location: Nottingham
Salary: up to £45,000 plus bens
Job type: Permanent

Are you looking to work for a business that put their customers first ahead of profit margins?
Do you want to be part of an award-winning team who’re growing and going from strength to strength?

An opportunity has arisen for a Lead Tester to join a key client based in the Nottingham area on a permanent basis.

Working on the delivery of testing across multiple platforms for the upgrade of internal software for a Utilities brand, you will be leading a growing team within the Change department.

Responsibilities will include:
• Working alongside the BA team on the delivery of software upgrade tests both in a manual and automated setting.
• Leading the development of automated processes across the business.
• Working with the change team to analyse the outcome of data and to suggest improvements.

You will ideally be:
• Experienced in writing test scripts.
• Experience testing with 3rd party testing; ideally using Junifer systems or similar.
• Excellent communication skills and the ability to communicate at all levels with internal and external stakeholders.

The role will initially be the opportunity to take autonomy and control of the testing procedures for the business, with career progression opportunity to lead the testing team within the business who are experiencing exponential growth.

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.

Resource Planning Analyst – 12-month FTC

Job Ref: DJPF1260
Job Title: Resource Planning Analyst – 12-month FTC
Location Birmingham/West Midlands
Salary: £25,000
Employment Type: 12-month FTC

This is an exciting opportunity for a Resource Planning Analyst to join a newly created Resource Planning team. As the resource planning analyst you will plan and forecast rota schedules for 80 Client Service Advisors. You will be responsible for managing the Overtime budget as well as providing daily updates on performance to stakeholders through regular reporting & M.I.

Some of the Responsibilities include:
• Work with the operation teams to create and evolve department level schedules, including internal shrinkages.
• Influence and guide Team managers across the business to assist with delivery and performance through detailed analysis and reporting.
• Maximise the use of workforce management tool to ensure that effective resource plans are developed.
• Provide detailed analysis for “what if” scenarios.
• Manage the process and provide impact assessment of business changes.

If you are interested to apply:
• Experience of Contact Centre Planning and scheduling
• Must have experience of workforce management systems
• Excellent written and verbal communication skills
• Advanced excel skills
• Ability to translate complex data into management information

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.

Digital Channel Project Manager

Job Ref: DJMA1801
Job Title: Digital Channel Project Manager
Location: Midlands
Salary: to £50k plus bens
Contract: Permanent

This organisation is about to go through a complete overhaul and investment of tools and technologies to develop a more enhanced operating platform for the business, their employees and their customers. As part of this programme, there is an opportunity to build and develop their Digital Channel.

The Digital Channel Project and Development Manager will take the lead on the development and transformation of digital and omnichannel services. Working across the entire business, the Digital Manager will be the go to contact for digital and need excellent influential skills to oversee and deliver a quality, customer focussed end to end digital customer experience.
The Digital Manager will be the subject matter expert and tasked with increasing the online customer engagement through continuous improvement and innovation, across digital platforms and channels.

You will be responsible for ensuring that all services offer an outstanding digital first experience where appropriate, aligning this to both non-digital channels and operational processes for a seamless experience for the customer. You will need to work across both operational and technical teams to oversee the process from developing their requirements and vision, right through to the practical delivery of digital channel services.
You will be responsible for leading and motivating a small team and will play a key role in championing their digital services as well as an outstanding overall customer experience and customer-driven culture.

This will be a highly visible, autonomous role for a digital customer contact channel development subject matter expert and as such the business will be looking for an individual who has already delivered a digital channel development project across customer contact. You will have successfully designed digital first processes and have excellent problem-solving and data analysis 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 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.

Senior Claims Assessor – Team Manager

Job Ref: DJJM1222
Job Title: Senior Claims Assessor – Team Manager
Location: Telford – Wolverhampton – Stoke on Trent – Stafford – Birmingham – Walsall
Salary: £45,000 – 58,000 plus bens
Job Type: Permanent

An opportunity for an experienced Senior Claims Assessor Client Onboarding to take responsibility for a wider Claims assessment function looking at continuous improvement and identifying trends and unusual activity, liaising and managing key stakeholders where appropriate.

The Senior Claims Assessor will be responsible for a team of dedicated Assessors, sharing technical expertise, advice and guidance with the team, as well as 1 to 1 reviews and assessing the claims which have been escalated by the team, looking at continuous improvement of internal procedures and policies. Overseeing the achievement and attainment of KPI’s/ SLA’s of the wider team.

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

As the Senior Claims Assessor, you will work within the Health part of the business working closely with the team 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:

Assessment of new applications, taking and uncovering information and documentation
Conducting Due diligence using methods and practice.
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 team and the wider 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 Claims Assessment, you will need to have worked at a senior assessor level previously and Experience within a regulated environment is essential, however the ability to think differently, challenge the status quo whilst 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.

Team Leader / Team Manager (Contact Centre)

Job Ref: DJKG1277
Job Title: Team Leader / Team Manager (Contact Centre)
Location: Stoke-on-Trent
Salary: £28k to £30k (plus bonus and benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Team Manager or Team Leader to join an innovative and forward-thinking digitally lead organisation. The Team Manager or Team Leader will manage a team of up to 12 customer service agents.

This role requires you to be able to work closely with the Customer Service Manager and you will be responsible for delivering and monitoring the day to day responsibility of the team.

As the Team Manager or Team Leader some of your responsibility will be to:

• Take ownership and responsibility for delivering exceptional customer service
• Review and analyse performance and KPI’s with relevant key stakeholders
• Motivate and coach the team and being part of the department’s succession plan
• Work collaboratively with all members of the team and the wider organisation

If you are interested in applying for this position, then you will need to have managed a team within a contact centre setting. They are looking for someone that is passionate about delivering exceptional customer service, a strong influencer with a collaborate leadership style. They would like someone that wants to go on the journey with them and be part of the succession plans they are putting in place.

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.

Senior Customer Experience Manager

Job Ref: DJJM1218
Job Title: Senior Customer Experience Manager
Job Location: Midlands
Salary: Up to £70,000 + bens
Job Type: Permanent

Reporting to the Head of Customer Experience, this role is with a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the overall customer Experience and Customer Journey across the business.

Some of the responsibilities will include:
• To Manage a team of 15/20 Customer Experience Managers to design and deliver specific processes and shape the customer journey
• To build and maintain solid long-term relationships with internal and External stakeholders
• To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
• To strive for the ongoing improvement and optimisation of the customer journey and performance of your department, creating the foundation for future growth
• Project management of campaigns from set up to completion

The ideal candidate will have a passion for digital transformation having the customers experience and journey at the heart of any process, have experience of using agile and lean thinking when looking at customer journey and process. Individuals with excellent communication skills, who can cite significant experience of managing stakeholder relationships, change and making commercial decisions, 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.

Senior Analyst / Senior Data Analyst

Job Ref: DJEM1007
Job Title: Senior Analyst / Senior Data Analyst
Location: Oxford
Salary: £65,000 depending on experience plus bonus
Employment Type: Permanent

Working in a brand new department within a well established company within the Travel sector, they are looking for three experienced Senior Data Analyst to work across two different divisions.

Some of the Responsibilities include:
• Working with both SQL and Tableau on a daily basis
• Working on and leading workstreams
• Pull and combine the data into analysis
• Engaging stakeholders
• Providing timely insights and analytical support to different internal stakeholders
• Identify the business and data structure to drive analysis in a self-sufficient way

If you are interested to apply you will need:

• Advanced Excel skills
• Understanding discussions around Search Engine Marketing (SEM)
• Experience in creating path flows, funnels and how to deep dive analysis into stage progression with a funnel.
• Have experience working on big scale operations, working with large amounts of data
• Good communication skills and the ability to present data in a user-friendly way to all levels of the organization.

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.