Customer Service Director

Job Reference: DJHC4304
Job Title: Customer Service Director
Location: South West
Salary: Up to £125k basic + bonus + benefits
Employment Type: Permanent

I am looking for an innovative and visionary Customer Service Director, who has experience of driving modern day leadership and working at the forefront of innovation within customer operations.

This is a Board level role with a very people focused organisation!

Some of the responsibilities will include:
• Responsible for redefining and delivering the strategic Customer Service vision over the customer operation
• Drive performance and effectiveness across the multi-channel customer operations team (150FTE+)
• Drive Employee Engagement whilst reducing Cost To Serve
• Ensuring that the use of technology within the business is effective, continuously monitoring innovation and adopting new initiatives
• Drive a digital first culture listening to customer needs and translating those into meaning business plans and taking action
• Overhaul of the complaints function, looking at root cause analysis and using this data to create valuable insight to reduce overall complaints
• Identify the needs for change within the current customer proposition and create more innovate and efficient solutions for customers
• Be a real people’s person, being ambassador of the customer and a real customer advocate
• Promote a culture of development and learning within the customer operation and cross functionally

If you are interested in applying for this position, you will need to have a proven track record of innovative customer service leadership within a business to consumer environment.

You will be a customer advocate, with significant and demonstrable achievements in customer service design and delivery. You will care passionately about your people.

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 Digital

Job Ref: DJHC4305
Job Title: Head of Digital
Location: North West
Salary: Up to £70k salary
Employment Type: Permanent

I am looking for a Head of Digital for an organisation who prides themselves upon doing the right thing by people. You will be responsible for setting the digital strategy for Customer Experience. You will ensure delivery of the Customer Services digital roadmap, drive a digital channel shift and achieve self-service uptake targets by continuously innovating digital in line with customer needs.

Responsibilities:
• Evolve the vision for digital Customer Experience and operating model
• Be responsible for the digital Customer Experience roadmap on behalf of the Director of Customer Services. Collaborating in the definition and ensuring delivery of all digital Customer Experience projects and prioritisation of digital initiatives to support the vision
• Work closely across functionally to define, implement and optimise the end-to-end digital change delivery model – presentation layer change, Customer Interface, and projects
• In collaboration with the Director of Customer Services evolve the vision for the digital Customer Experience, ensuring it is simple and clearly understood
• Utilise customer insight and industry best practice to drive the digital agenda
• Prioritise the different elements of the vision to ensure maximum business benefit
• Gain agreement on the digital roadmap and initiatives within it, presenting it in an organised and straightforward manner, bringing stakeholders with you on the journey
• Manage budgets associated with the digital roadmap – budget planning, business cases, project budget control and benefits realisation
• Run effective workshops using techniques such as storytelling, journey maps, personas and service blueprinting

Key behaviours:
• A digital customer services specialist who understands the true value of a multi-channel approach (voice, webchat, social, messaging, IVR and AI)
• Experience of product ownership/ CX design and delivery and leading the delivery of major digital projects
• Proven leader of digital Customer Experience programmes
• A driver of change
• A deep understanding of digital Customer Service/ Experience and multichannel trends
• Peoples person being able to effectively build credible relationships at all levels
• Collaborative and open communication

If you are interested in applying for this position, you will need to have a proven track record of working in a digital service environment, managing specialist staff and stakeholders, in very people centric cultures.

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

Job Ref: DJPF1304
Job Title: Resource Planning Analyst
Location: North West
Salary: £25,000 – £30,000 (dependent on Experience)
Employment Type: Permanent

My client is looking for a Resource Planning Analyst who will be responsible for end to end Resource Planning within a multi-channel contact centre operation.

You will work closely with the Resource Planning Manager to support the operations with end to end planning ensuring the right people are in the right place at the right time.

Responsibilities include:
• Produce accurate resourcing forecasts, management reports and analysis.
• Create resource plans including scheduling rotas and shift patterns and support 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.
• Producing 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.

Resource Planning Analyst

Job Ref: DJPF1303
Job Title: Resource Planning Analyst
Location: South Wales
Salary: Up to £30,000
Employment Type: Permanent

My client is looking for a Resource Planning Analyst who will be responsible for end to end Resource Planning within a Multi-Channel contact centre operation.

You will work closely with the Resource Planning Manager to support the operations with end to end planning ensuring the right people are in the right place at the right time.

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 Service Trainer

Job Ref: DJHB1046
Role: Customer Service Trainer
Location: Kent
Salary: up to £30,000 per annum plus bonus, healthcare and life assurance
Job Type: Permanent

Are you an experienced Trainer or Coach with experience in delivering training within a Contact Centre setting?
Are you passionate about keeping the customer at the heart of everything that you do?
Do you enjoy developing colleagues through tailored training programmes?
If so, this could be the role for you.

Working as part of a great brand who are going from strength to strength, continually striving to better their team, who are at the heart of everything that they do, are looking for an individual to represent the brand’s visions and values, you will be responsible for:
• Conducting comprehensive agent induction training, whilst welcoming new team members into the contact centre.
• Designing and creating excellent training material for the ongoing personal development for agents; with a focus on the holistic approach to learning using a variety of coaching methods.
• Coaching a team of CSA’s within a multi-channel contact centre; monitoring both calls and emails.
• Creating a wide variety of fresh and creative training content relatable to performance, ensuring that each person’s role is tailored effectively.
• Experienced in the customer service environment with the capacity to manage and implement change within the business through structured training and development plans tailored to the individual.

You will ideally be:
• An experienced trainer / coach with a passion for developing the businesses people who are at the heart of the business.
• Strong contact centre experience.
• Passionate about the development of others through coaching and mentoring.

This business are looking for leaders to really help to drive the customer operation effectively and brand ambassadors that will spread the vision and values of the organisation.

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.