Customer Insight Manager/Lead

Job Ref: DJEM1022
Job Title: Customer Insight Manager/Lead
Location: Gloucester
Salary: up to £55,000
Employment Type: Permanent

An excellent opportunity for a Customer Insight Lead to develop and lead an insight capability to enable the wider team to understand product performance, and customer challenges, needs, and desires to drive product and service improvement and innovation.

Responsibilities include:
• Developing a framework that monitors customer insight and product performance.
• Creating a monitoring processes across our digital channels to ensure effective monitoring.
• The central point for data collection on product performance.
• Working with existing customer engagement functions, such as customer experience managers and the User Experience Team.
• Ensuring feedback and intelligence is understood and actioned.
• Work alongside customer experience managers, the User Experience Team, the Strategy Manager, product managers, and product owners to ensure that customer needs are being addressed.
• Promoting data-driven prioritisation.
• Establish reporting mechanisms using our CRM system.
• Create performance dashboards and reporting functionality on customer behaviour and product performance, using technologies such as Power BI.
• Contextualise customer behaviour and identify potential new behaviours as a result of shifts in these areas.
• Ensuring that strategic initiatives and exploration have a full and clear understanding of the current and future customer behaviour, and that appropriate customer monitoring is in place for new initiatives.
• Form insight on future customer trends, challenges and user behaviours.

Experience required:
• Experience of using SAS, Python and Power BI is desirable
• Previous experience working from a Market/Customer Insight background
• Analytical
• Someone who can action their insight
• Naturally inquisitive
• Able to work with multiple teams
• Strong organisational skills and a good multi-tasker is 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 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 Service Manager

Job Ref: DJHB1030
Role: Customer Service Manager
Location: Midlands
Salary: up to £48,000 per annum
Job Type: Permanent

Are you a customer-focused individual with a passion for debt and vulnerability?
Do you have strong people leadership skills and experience within a high demand call centre environment?
Are you looking to be a part of the evolution of an established brand within a regulated environment?
If so, we could have just the opportunity for you…

We’re currently partnered with a great brand to introduce a Customer Care Manager into their contact centre. Looking after a team of between 100-150FTE, you will be responsible for ensuring that the customers are at the heart of everything that takes place on site.
The business unit are focused on the recovery of existing debts and managing customer relationships; ensuring that vulnerability is recognised and assisted as much as possible.

The role will require you to:
• Manage a dynamic and varied team of advisors to maintain key KPIs within a busy call centre environment.
• Evaluate escalated concerns and action these to provide an outcome.
• Work proactively when the Head of department is offsite to maintain service delivery, maintain team morale and to effectively manage the operation day to day.
• Identify areas for improvement within the contact centre as the business goes through a cultural evolution.

You will ideally be:
• Experienced in working within a heavily regulated environment.
• Experienced in the delivery of departments for collections, debt and/or vulnerability.
• Able to motivate and collaborate teams within a contact centre environment.
• Inspiring with your leadership skills to create change, new opportunities and the development of a constantly evolving environment.
• Able to step into a more responsible role in the absence of the Senior leadership team.
• Able to evaluate performance metrics to identify training gaps, areas of success and areas that require improvement.

The business is looking for a passionate and driven leader to help them to improve their customer journey. With a clear focus on the debt, collections and vulnerability areas of the business, you will need to be able to demonstrate previous experience in this 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 any discussions or offer any assistance regarding sponsorship.

BI Developer

Job Ref: DJPF1285
Job Title: BI Developer
Location Nottingham, Midlands
Salary: Up to £45,000 + Benefits
Employment Type: Permanent

We are currently recruiting for a BI Developer who has experience of working with Microsoft Azure for an exciting brand based in Nottingham. You will manage and motivate a team of Planning Specialists within a contact centre environment.

Some of the Responsibilities include:

• Demonstrating strong people and operational leadership skills.
• Forecasting volumes based on demand and planning team rotas accordingly.
• Positively influencing and contributing to the team culture.
• Reporting MI accurately, analysing the root cause, and making recommendations.
• Proactively seeking solutions for potential issues.
• Successfully and sustainably scaling the Resource Planning function.

If you are interested to apply:

• PC Literate, good working knowledge of Excel.
• Good working knowledge of MS Office, particularly Excel
• Cognos
• Data sources
• MI/BI systems
• Azure; IR, Data Bricks, Blob, SQL Server, Datawarehouse, Analysis Services, Power BI

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.

Recruitment Consultant – Insight and Analytics market

Ref: DJPF10001
Position: Recruitment Consultant – Insight and Analytics market
Location: Lichfield, Staffordshire – Midlands

Are you spending the majority of your time chasing KPI’s and targets which hinder your ability to deliver the best service for your clients and customers, or perhaps you can’t grow your desk and markets due to lack of resource and support? If so, at Douglas Jackson we have an opening that might be suitable for you.

Recruitment has changed and continues to do so, and growth of our markets has led to our requirement for a Recruitment Consultant to become a subject matter expert in the Customer Insight/Intelligence and Analytics market.

Over the last 13 years we have forged relationships that have stood the test of time and we are considered one of the leading, professional recruitment providers across our speciality, which focusses Executive Level, Management and Support function appointments across the customer landscape. Our consultants work across many vertical markets including Finance, Utilities, Travel, Telco, IT, Insurance, Retail, FMCG, Consumer Goods and the Not for Profit Sector.

Our success is down to each of our consultants and their development of long-term relationships and the trusted subject matter expert status they achieve.

You will be supporting your customers; clients and candidates, to achieve successful recruitment solutions and the provision of a professional, quality led service. By working in partnership with your customers, establishing effective relationships and building your own personal brand and reputation, you will help and support your clients and candidates to recruit talent and secure opportunities.

In return we offer a professional, friendly and fun team, who provide specialist recruitment consultancy services on a contingent and retained basis and are proud to work with some of the UK’s leading organisations and globally recognised brands.

The role will offer:

i. A competitive basic salary dependant on experience.
ii. Uncapped commission structure which offers an accumulated commission scheme of 5- 50% of billings.
iii. An opportunity to work 9-5. Our contracted hours are 8.30am to 6pm but the team presently work 8.30am to 5.30pm, or 9am to 6.00pm. We run a monthly incentive where everyone can qualify to work 9-5.
iv. The £100k club which offers salary and holiday increases and reduced hours
v. The £150k club which offers salary and holiday increases and reduced hours
vi. Weekly and monthly incentives to leave early or, win a duvet morning.
vii. Half year and annual performance incentives, previous years included; VIP day at Cheltenham Races, Cooking Masterclass at Raymond Blanc’s Le Manoir, Team Building Treasure Hunts, Wine Tasting and Michelin * Restaurants.
viii. An extra days holiday for your birthday

Our offices are situated just 5 minutes from Lichfield Train Station which is just 40 minutes from Birmingham New Street or Stoke on Trent stations.

We would welcome applications from experienced Recruitment Consultants who wish to continue to, or begin to work within a consultative led environment; alternatively, you may have a proven track record from within a B2B sales, customer service, or account management background, or perhaps internal recruitment. In either case, to be successful you will need to have drive, emotional intelligence, determination, resilience and an appetite for continued personal development to thrive in a competitive, continuously changing environment. You will need to demonstrate the ability to build long-term relationships and utilise your relationships and network to select the best possible talent within the market.

For more information, to apply, or for a confidential discussion, please contact Perry Fletcher on 01543 231070, email: perry@douglas-jackson.com visit us at: www.douglas-jackson.com

Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and Skilled Customer 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.

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.
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