Customer Service Operations Manager

Job Ref: DJHB1003
Job Title: Customer Service Operations Manager
Location: Kent
Salary: up to £48,000 plus bonus bens
Job Type: Permanent

Excellent opportunity for an experienced Customer Service Operations Manager to take responsibility for a multi-channel and administration focussed customer contact operation.

The organisation offers a friendly, fun and positive environment, where personal development is encouraged.

You will work with the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Customer Service Advisors to enhance their skills and performance levels; working in an autonomous environment.

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 will include:
• Full line management responsibility for all the team including objective setting, performance appraisals, coaching, training and development
• Act as an escalation point for internal and external customers
• Develop and maintain relationships with internal and external customers and stakeholders
• Support projects and developments which will drive continuous improvements and change
• Work with the Customer Service Director and senior management team to ensure SLAs are achieved
• Happy to be forthcoming with ideas for process improvement, new methodologies and better ways of working and brave enough to trial new ideas and focuses to improve the performance of the contact centre.

The successful candidate will have previous team management experience within a modern customer service contact centre environment. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, excellent communication and coaching 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, 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 Operations Director/Head of Contact Centre

Job Ref: DJMA1800
Job Title: Contact Centre Operations Director/Head of Contact Centre
Location: Permanent relocation required to a large European city.
Salary: to Circa 100,000 EUROS negotiable dep on candidate and experience base, bonus, benefits, small relocation package.
Job Type: Permanent

This role is being advertised across the UK to attract an individual who would be interested in the opportunity to relocate to a large European City for a permanent role.
The position will lead a large team within contact centre operations, in a sales through service, retention, loyalty or service environment.

This is a fast growth outsourced environment and the business will be looking for individuals who can build and develop motivated, highly engaged, performance focussed teams. You will be used to managing a P&L and developing influential relationships with internal and external stakeholders. Developing client relations to ensure the ongoing success, improvement and future retention and growth of accounts.

The head of Contact Centre will oversee client campaigns and have full relationship management responsibility, as well as owning the operational delivery, recruitment, onboarding, planning, process improvements etc to achieve SLA’s and KPI’s across sales and service for a multi disciplines, multi-lingual, multi-channel operation.

A senior leader you will have the gravitas, influence and operational, commercial experience to take full P&L responsibility, drive the strategic vision and own sales and service with many blue chip and award winning brands for UK, European and a global customer base. The role will include team leadership, development and performance, as well as being the primary point of contact for the external stakeholders on a strategic level.

If you are interested in applying for this position, you will need to have proven Head of Contact Centre/Account Director/Client Services Director level experience gained at a strategic level working within a third-party supplier management, outsource, or BPO 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, 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.

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.

Client Onboarding Team Manager

Job Ref: DJJM1210
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 Specialist to take responsibility for onboarding new clients to a business to business function within a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Client Onboarding specialist will be able to bring responsible for Onboarding new clients, performing risk assessments and act as a KYC and SIRA expert, performing due diligence and overseeing the identification of high risk applicants, aiming to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

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

As the Client Onboarding Specialist, you will work within the B2B part of the business working closely with 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 escalate 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 our customers

If you are interested in applying for this position, you will need a proven track record as a Client Onboarding Specialist to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, 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 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.

Solutions & Bid Director

Job Ref: DJHC4271
Job Title: Solutions & Bid Director
Location: UK
Salary: Up to £150k + car + bonus
Job type: Permanent

This is an opportunity for a proven senior executive in the BPO space to join an exciting well established and forward thinking organisation.

Some of the duties will include:
• Onshore/ offshore and multi channel customer solution design
• Innovation including customer experience and digital experience
• Cross functional working with Business Development, Account Management and commercial teams
• Develop solutions and manage large scale and complex bid processes
• Liaise with clients and potential clients identifying opportunities and building strong business relationships
• Delivering complex customer projects through your own team and by leveraging relationships cross functionally
• Create commercially viable and differentiated customer proposals
• Customer Experience journey mapping and improvement

If you are interested to apply for this position then you will need proven experience as a senior executive in the BPO space, building large scale customer solutions across voice, digital, and multi channel, and managing commercial and client relationships.

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.

Head of Contact Centre Operations

Job Ref: DJMA1788
Job Title: Head of Contact Centre Operations
Location: South East, Essex, Ipswich, South Anglia, East London, London
Salary: £70,000- 80,000 base salary dependent on candidate plus bonus and bens.
Job Type: Permanent

An opportunity to join a multi-channel, multi discipline customer contact centre operation for a hands-on, people focussed, strategic leader. In this highly visible and autonomous role you will have full responsibility for the performance across sales and service operations.
As a people focussed leader, you will develop initiatives and strategies which will enhance the recruitment, training and retention of a large team of contact centre professionals, driving levels of motivation, performance and engagement.

Some of the responsibilities will include:
• Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Working with internal and external stakeholders you will set the strategy for the development of the contact centre, staying in touch and ahead of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Take responsibility for the complete end to end contact centre, customer experience and process improvements, resource planning, tools and technologies
• Work closely with HR, L&D and Training delivery teams. Taking responsibility for the recruitment, training, on-going development, engagement and retention of the team.
• Drive improved sales and service functions, achieving and exceeding all KPI’s and SLA’s

If you are interested in applying for this position you will need a proven track record of working within a Head of Contact Centre/Customer Experience capacity, leading a large team across a multi disciplined contact centre where you have delivered improved levels of engagement and performance.

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.

Head of International Sales

Job Ref: DJHC4268
Job Title: Head of International Sales
Location: Midlands / South East
Salary: Up to £100k + 20% bonus
Job Type: Permanent

I am looking for an innovative and results driven Head of International Sales, who has experience of driving sales through people, across international locations.

Spoken languages will be beneficial! Particularly Spanish.

This is a senior role with a very popular and immediately recognisable brand!

Responsibilities:
• Operational Leadership and day to day management of the telesales and Account Management teams, of approx. 20FTE
• Own & develop the sales strategy & business plan for the international business
• Increase revenue and market share by setting objectives and driving performance
• Build strong relationships internally and externally (B2B clients)
• To demonstrate operational management and improvement in a telesales environment

Key behaviours:
• A Leader who can performance manage and develop sales teams to a very high standard
• A customer advocate who will always look at how to achieve best outcomes for the customer
• A strong influencer of people who can work effectively cross functionally internally and externally

If you are interested in applying for this position, you will need to have a proven track record of leading high performance sales teams in a multi channel environment, across international markets.

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.

Team Leader/Team Manager Customer Service

Job Ref: DJJM1762a
Job Title: Team Leader/Team Manager Customer Service
Location: London – Greater London – South East
Salary: £30-35,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Customer Service Team Leader/Team Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

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

As the Team Leader/Team Manager within customer service, you will work with the senior customer management team to identify and develop best practice, driving 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 team, nurturing, coaching and developing your Customer Service Advisors to enhance their skills and performance levels.

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 Team Leader/Team Manager will include:
• Delivering strong people leadership skills in an operational environment
• Positively influence and contribute to the team culture
• Motivate, coach and develop staff in the Contact Centre
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate 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 our customers

If you are interested in applying for this position, you will need a proven track record as a Team Leader/Team Manager, working with a team of customer service advisors 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.

Customer Service Project Manager – Senior Project Manager – Project Manager – Customer Project Manager (18 Month Fixed Term)

Job Ref: DJJM1195
Job Title: Customer Service Project Manager – Senior Project Manager – Project Manager – Customer Project Manager (18 Month Fixed Term)
Location: Birmingham – Midlands
Salary: £40,000 – £60,000 plus bens
Job Type: Contract

An opportunity for an experienced Project Manager to take responsibility for a multi-channel, digitally aligned Customer, change and transformation project managing a number of different strands within a wider change and transformation project.

The Senior Project Manager will be able to bring passion, rigor and the ability to develop a scaling change and transformation project. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this brand apart from the competition.

As the Senior Project Manager within the customer service department, you will work with the heads of department and other project specialists to identify and develop, a large-scale change and transformation project, driving the project whilst making sure that the project is running efficiently, on time and within budget.

You will take full ownership and responsibility for the overall running of the change and transformation project, coaching and developing skills within the existing team to deliver a positive, engaging and efficient programme. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

The ability to prioritise and set daily tasks, meet deadlines and manage a project against budget is essential, you will be heavily involved with stakeholders so stakeholder management and the ability to communicate with all streams within the business is a must.

Responsibilities:

• Manage cross-functional change and transformation project
• Hands on management with active participation to help accelerate projects
• Establish and define project plans
• Identify all technical and project issues then develop procedures to track performance against objectives to make corrections where necessary.

Required attributes:

• Excellent relationship building skills and credible in front of stakeholders at all levels
• Effectively and clearly communicate at all levels in any given scenario
• Understanding of contact centre technologies and processes
• Experience of analysing large scale data
• Prince2 qualified

If you are interested in applying for this position, you will need a proven track record as a Project Manager, having experience of managing to deadline and budget to develop an improved customer service offering. Experience within a regulated environment will be a distinct advantage, 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 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.

Senior Project Manager – Project Manager – Customer Project Manager (18 Month Fixed Term)

Job Ref: DJJM1193
Job Title: Senior Project Manager – Project Manager – Customer Project Manager (18 Month Fixed Term)
Location: Birmingham – Midlands
Salary: £45,000 plus bens
Job Type: Temporary

An opportunity for an experienced Project Manager to take responsibility for a multi-channel, digitally aligned Customer, change and transformation project managing a number of different strands within a wider change and transformation project.

The Senior Project Manager will be able to bring passion, rigor and the ability to develop a scaling change and transformation project. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this brand apart from the competition.

As the Senior Project Manager within the customer service department, you will work with the heads of department and other project specialists to identify and develop, a large-scale change and transformation project, driving the project whilst making sure that the project is running efficiently, on time and within budget.

You will take full ownership and responsibility for the overall running of the change and transformation project, coaching and developing skills within the existing team to deliver a positive, engaging and efficient programme. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

The ability to prioritise and set daily tasks, meet deadlines and manage a project against budget is essential, you will be heavily involved with stakeholders so stakeholder management and the ability to communicate with all streams within the business is a must.

Responsibilities:
• Manage cross-functional change and transformation project
• Hands on management with active participation to help accelerate projects
• Establish and define project plans
• Identify all technical and project issues then develop procedures to track performance against objectives to make corrections where necessary.

Required attributes:
• Excellent relationship building skills and credible in front of stakeholders at all levels
• Effectively and clearly communicate at all levels in any given scenario
• Understanding of contact centre technologies and processes
• Experience of analysing large scale data
• Prince2 qualified

If you are interested in applying for this position, you will need a proven track record as a Project Manager, having experience of managing to deadline and budget to develop an improved customer service offering. Experience within a regulated environment will be a distinct advantage, 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.