Business Improvement Manager

Job Ref: DJHB1051
Role: Business Improvement Manager
Location: Stafford
Salary: £50,000 per annum plus bonus and benefits
Job Type: Permanent

I’m currently partnered with an ever-evolving business who are looking to strengthen their team through the introduction of a Business Improvement Manager into the scaling team.

The team require an experienced continuous improvement specialist who is able to implement lean processes and practices to enhance the customer journey.

Responsibilities will include:
• Managing, communicating with and influencing internal and external stakeholders through continuous improvement strategies.
• Developing operational excellence strategies and programmes across all company departments.
• Ongoing Process Improvement to identify and help with step change.
• Efficiently executing the business’ improvement strategy across all teams, departments and third-party stakeholders.
• Interpreting analytical insights, demand and other important activities to make improvements across the business.
• Leading problem solving and training / coaching stakeholders to identify areas of improvement – sourcing the root cause and spearheading the creation of a solution.

You will ideally be:
• Experienced in coaching and mentoring operational excellence strategies, processes and procedures.
• Qualified in Lean Six Sigma (however this is not essential)
• Self-motivated with the ability to communicate effectively with all business areas.
• Experienced in working with a regulated industry sector.

This is a great opportunity to evolve within a business that’re going from strength to strength. The opportunity to grow and develop within a scaling business.

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 any discussions or offer any assistance regarding sponsorship.

Resource Planning Analyst

Job Ref: DJPF1305
Job Title: Resource Planning Analyst
Location: Midlands
Salary: up to £31,000 (dependent on Experience)
Employment Type: Permanent

My client is looking for a Resource Planning Analyst who will be inspired by a fast-paced environment and the opportunity to enable the Customer Support department to provide a market leading service.

You will be responsible for ensuring that adequate staffing resources are available to meet growing demand. In addition to day to day management of real time performance, you will also excel at reporting through various platforms to enable the business to understand their customer demands and needs.

This role is an opportunity to make your mark by defining, creating, forecasting and utilising MI systems to take their service to the next level.

Responsibilities include:
• Produce accurate resourcing forecasts, management reports and analysis.
• Create resource plans including scheduling rotas and shift patterns and supporting the real-time operation of the department.
• Use workforce management tools to optimise resource planning and scheduling processes, to achieve service levels.
• Manage the production of departmental reporting requirements, including monthly department packs, daily / weekly reporting and/or dashboards.
• Produce clear and easy to understand reports that communicate complicated data analysis and findings to non-technical audiences.

If you are interested to apply:
• A good knowledge of contact centre metrics and their calculation.
• A good knowledge of WFM software and its application in contact centres.
• Strong interpersonal skills.
• Excellent written and verbal communication.
• Intermediate Excel skills (able to create macros, create pivot tables and apply common excel functions i.e. Vlookup, Index and Match etc.)
• Experience working in an environment that manages multiple channels and priorities.
• Experience working in a high-volume Contact Centre.

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 Relations Manager (Complaints Manager)

Job Ref: DJMA1834
Job Title: Customer Relations Manager (Complaints Manager)
Location: Midlands
Salary: £60-70,000 Base bonus and bens
Employment Type: Permanent

An opportunity for a proven Customer Relations, Complaints Manager to join a regulated organisation.

The business will be looking for an individuals used to regulatory complaints management, someone who is able to take a fresh look at complaints, driving and implementing a change in behaviours and culture, an individual who knows what good looks like, is interested in market developments and best practice. They will want to appoint a leader who is a strong people manager, one that takes people with them and has a strong coaching approach.

If successful, you will bring a function together and embed a successful complaints strategy which delivers on customer relations, customer service and the customer experience. Working collaboratively with the wider business to adopt customer service values and help identify root cause, driving continuous improvements and hopefully creating a best in class business operation.
If you are interested to apply you will have need to have a background in complaints management across a regulated sector, have a very strong coaching leadership style and are able to lead a team in the adoption of change, culturally, behaviours, tools and process.

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.

Business Readiness Manager

Job Ref: DJHB1049
Role: Business Readiness Manager
Location: Midlands
Salary: £35,000 – £47,000 per annum + benefits
Job Type: Permanent

Are you experienced in working within businesses through change and transformation?
Are you looking to work for a scaling organisation with ambitious growth plans?
Do you want to accelerate your career and grow a team?
If so, this could be just the role for you!

This is a newly created role to support a growing organisation who are testing, challenging and disrupting the market. Currently undertaking a huge internal evolution, this business are looking to bolster their internal talent with the best from the Utilities industry as part of their continued growth aspirations.

Responsibilities will include:
• Taking accountability for the development and execution of the business readiness strategy,
• Managing the creation and completion of the strategy for change.
• Managing relationships with internal and external stakeholders; identifying all areas for change, continuous improvement and for delivery improvements.
• Mapping out the end to end customer journey alongside the Head of Business Readiness to support the change strategy.
• Identifying the most appropriate methods of change and being able to select the efficiencies to create and carry out a structured plan.

You will ideally be:
• Experienced in the delivery of change operations across regulated sectors.
• Confident in the ability to create and execute a structured plan in times of change.
• Used to managing growing and developing teams within a scaling business.
• Able to demonstrate and draw upon previous issues that you’ve overcome to give examples of the complexities of change.

This is an exciting opportunity to join an evolving team, and to grow and develop an important function within the Utility back office operations.

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.

Performance Manager – Metering

Job Ref: DJHB1048
Role: Performance Manager – Metering
Location: Midlands
Salary: £35,000 – £47,000 per annum + benefits
Job Type: Permanent

Are you experienced in working within the metering space for the Utilities industry?
Are you looking to work for a scaling organisation with ambitious growth plans?
Do you want to accelerate your career and grow a team?
If so, this could be just the role for you!

This is a newly created role to support a growing organisation who are testing, challenging and disrupting the market. Currently undertaking a huge internal evolution, this business is looking to bolster their internal talent with the best from the Utilities industry as part of their continued growth aspirations.

Responsibilities will include:
• Taking accountability of the performance of metering suppliers, driving the operation internally, externally and ensuring that the relationships are aligned and sharing the same end goal.
• Managing the end to end metering function internally.
• Managing relationships with internal and external stakeholders to ensure that contracts are being complied with.
• Utilising the generated analytics to feed back into other business stakeholders both internally and externally – working collaboratively with all parties.

You will ideally be:
• Experienced in the delivery of metering functions within the Utilities sector; preferably both in the field and within a back office contact centre environment.
• Used to managing growing and developing teams within a scaling business.
• Experienced in the delivery of changing operations.

This is an exciting opportunity to join an evolving team, and to grow and develop an important function within the Utility back office operations.

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.

Business Intelligence Analyst

Job Ref: DJRW1002
Role: Business Intelligence Analyst
Location: West Midlands
Salary: up to £33,000 per annum plus bonus, healthcare and life assurance
Job Type: Permanent

Are you looking to work for a progressive public sector organisation where you will feel valued as an individual and make a real difference to the community?

I am looking for a Business Intelligence Analyst to start as soon as possible. This is a newly created position and an integral part of the organisations Analysis service department.

The ideal candidate will:
• Have at least 2 years’ experience in a similar role involving performance management systems
• Be comfortable using BI tools including: SAP Business Objects, Power BI etc.
• Be confident liaising with key stakeholders
• Be passionate about data and technology and be looking to develop further in this area

Responsibilities include:
• Support deployment of data to users through enhancing self-serve and ensuring consistency, effectiveness and efficiency in the delivery of analytical products.
• Ensure up to date knowledge on the key functional capabilities that can be delivered through performance management systems.
• Provide technical guidance, support, training and assistance in the use of performance systems and access to information.
• Implement and test software upgrades and patches in collaboration with ICT.
• Undertake other duties commensurate with the nature, level of responsibility and grading of this post, including cover for colleagues, as required.

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.

GIS Analyst

Job Ref: DJRW1001
Role: GIS Analyst
Location: West Midlands
Salary: up to £30,000 per annum plus pension and healthcare
Job Type: Permanent

Do you have experience as a GIS Analyst or relevant GIS experience in your previous role?

Would you like to work for a growing, market leader?

I am currently looking for a GIS Analyst to join this large not-for-profit organisation based in the West Midlands. You will be a technical expert and provide support for internal customers on the use and applications of GIS and continue to build map data for the operation. You will support the Strategic Asset Management team with a range of business requirements, championing the use of GIS.

The ideal candidate will:
• Hold a GIS degree or equivalent experience
• Experience providing GIS solutions
• Exposure to GIS software and databases
• Cadcorp and PostGIS experience (desirable)

Competitive bonus scheme including:
• Private Medical Insurance
• Discounted Dental Insurance
• Gym Membership
• 27 days holiday
• Pension Scheme

This business are looking for someone to help drive the GIS team forward. There are several progression opportunities for the right candidate.

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.

Team Leader (Night Shift – 4 on/ 4 off)

Job Ref: DJHC4303
Job Title: Team Leader (Night Shift – 4 on/ 4 off)
Location: Midlands
Salary: Up to £30k (pro rata’d to a 35 hour week) + £5k shift allowance
Employment Type: Perm

I am looking for an innovative and independent Team Leader, that can manage customer service agents through change, and take ownership of the team, making decisions in the absence of senior staff.

Although this is a Night Shift role – this is structured on a 4 on and 4 off basis!

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 night shift 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
• Independent and prefers working using autonomy

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 in to any discussions or offer any assistance regarding sponsorship.

Collections Partnerships Manager

Job Ref: DJHB1042
Role: Collections Partnerships Manager
Location: Midlands
Salary: up to £45,000 per annum + benefits
Job Type: Permanent

Are you experienced in the performance management of third-party collection services?
Do you have experience in the Collections space?
I’m currently working with a highly regulated business who are looking for a Partnerships Manager to join their growing team.

Managing relationships with multiple partners, you will be required to:
• Collect and report KPIs to the board.
• Being a key part of the debt recovery team for a growing organisation
• Make strategic decisions on the delivery of the collection’s strategy.
• Communicate with key stakeholders both internally and externally with progress and reporting regularly.
• Attend sites of partner debt collection agencies (approx. 25% of time)

You will ideally be:
• An expert in the collection’s recovery field.
• Comfortable working in line with FCA regulation.
• Experienced in managing outsourced third-party relationships for performance.
• Experienced working within highly regulated environments.
• DCA management experience.
• Analytically natured with a good eye for detail.

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.

Claims Assessor/ Claims Handler

Job Ref: DJJM1260
Job Title: Claims Assessor/ Claims Handler
Location: Telford – Wolverhampton – Stoke on Trent – Stafford – Birmingham – Walsall
Salary: Up to £25k plus bens
Job Type: Permanent

We are looking to recruit a dedicated Claims Assessor to join the wider team within the Customer Service Support function. This vacancy represents an opportunity to join an established organisation within an ever-changing environment where you will discover the potential to perform and grow.
This is an excellent opportunity for a clear career path where there is development within the role, enabling progression through the relevant claims types and levels across all claims handled by the Technical Claims area.
The variation of the types of claims/ books of business means that this is a challenging but rewarding role which provides an opportunity to learn new and varied skills on a daily basis.
Competitive Salary & Benefits package, including 27 days’ holiday, pension and healthcare.

Key Responsibilities
• Delivering an outstanding service for our customers during one of the most difficult times in their lives.
• You will be responsible for managing your own health claims portfolio consisting of life, critical illness, income protection & pension claims.

Key Skills/Experience required
• Ability to build relationships with appropriate relevant parties.
• Excellent listening skills.
• Excellent call handling & interpersonal skills/influencing and negotiating skills.
• Good literacy skills.
• Ability to see the bigger picture.
• Analytically minded.
• Ability to remain composed and focus on the customer when under pressure.
• Customer empathy.

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 an 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.