Contact Centre Team Manager

Job Ref: DJRL32089
Role: Contact Centre Team Manager
Location: Kent, London (Fully office based)
Salary: up to £30,000 per annum plus benefits
Employment Type: Permanent

Our client are looking for an experienced Team Manager who has worked in a Contact centre environment. You will be working as part of an evolving brand who are going from strength to strength.

You will be responsible for:
• Managing a team of 7FTE within a multi-channel contact centre.
• Developing and managing positive relationships with internal stakeholders and departments to deliver excellent customer service.
• Handling any escalated complaints from the team as required.
• Managing the team performance against required KPI’s and MI.
• Coaching and mentoring the team.
• Implementing Solutions to continually improve the customer experience.
• Taking responsibility for escalated complaints and to find a satisfactory resolution.

You will ideally be:
• An experienced team leader with a passion for keeping the customer at the heart of the operation.
• Strong experience from a contact centre environment.
• Passionate about the development of others through coaching and mentoring and sees the development of their team.
• Excellent in decision making and communicating in the most effective way.
• Experienced in financial decision making and budgeting.
• Highly effective in time management and can prioritise their workload effectively.
• Experienced of telephony systems.

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

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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: DJKG32080
Job Title: Customer Service Manager
Location: Oxfordshire (Aylesbury area)
Salary: £40k to £45k depending on experience
Employment Type: Permanent

I am working with an established retail and wholesale organisation in an amazing rural location around the Aylesbury area, that has retained me to search for a Customer Service Manager position. Your responsibility will be to manage, lead and deliver the strategic and business customer care objectives through day-to-day leadership of the customer service team.

You will take overall responsibility for all aspects of the customer service team activities to improve business performance and introduce efficiencies and provide excellent customer care within the company’s values.

Responsibilities include:
• To have overall accountability and responsibility to ensure all KPI target are met across the customer service team.
• To work closely with the US Stakeholders and other business functions to produce the best customer experience and implement efficiencies around the customer journey.
• To develop procedures and polices standards for the department.
• To take ownership of driving a customer focused culture, ensuring an easy, positive shopping experience in a multichannel environment

My client is looking for someone that has 3 plus years’ experience as a customer service manager ideally in retail or an industry aligned to retail. Experience with managing wholesalers in desirable. This role is working within a fast-paced setting within a multi-channel retail environment. The location is within an idyllic rural setting so a driver with a car is essential for this role.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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 or Team Manager (Contact Centre)

Job Ref: DJKG18434
Job Title: Team Leader or Team Manager (Contact Centre)
Location: Coventry/Warwickshire/Birmingham
Salary: £30 to £32k depending on experience + excellent benefits
Permanent: Mon to Sat 6.30am-10pm shift pattern Sat-Sun 8am-8pm, Bank Hols 9am-5.30pm. Longer term operating hours may expand to 24/7 to support global customers.

You will be working in synchronisation with the Resource team to forward plan and ensure delivery of service performance across the multi-channel contact centre operation. You will deliver exceptional results of departmental KPI’s and objectives across our voice and non-voice platforms.

You will collaborate with continuous improvement stakeholders and be responsible for supporting the implementation of the contact strategy to deliver an engaging, customer centric service through low effort customer interactions to build loyalty.

Some of the key responsibilities for this role will include:
• Overall accountability and responsibility to meet all KPI targets across all channels for your direct reports.
• Managing and leading your direct reports in understanding and implementing business processes and policies. (Conduct and capability)
• Identifying underlying issues in performance and manage actions through to resolution stage
• To improve customer experience and customer satisfaction (CSAT) within the Operations team by understanding customer feedback, customer journey improvements, trends and issues within the interactions and the provision of the service.
• To increase stability through standardisation (Macros), embedding consistency in process and operating methodology working with the business Improvement Manager.
• Identifying and working on ways to improve performance
• Working as a part of the senior team to identify opportunities, risks, issues, and operational plans designed to meet the business strategic goals.

If you are interested in applying for this role you will need to be an experienced Senior Team Leader or Team Manager within a contact centre and be able to work remotely as well as being office based in Coventry. Knowledge of Zendesk and 8×8 platforms is desirable but not essential if you have experience in similar systems.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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 Team Manager – Digital

Job Ref: DJHB32067
Role: Contact Centre Team Manager – Digital
Location: Birmingham
Salary: up to £30,000 per annum + benefits
Employment Type: Permanent

Are you an experienced Contact Centre Team Manager who is enthusiastic about Continuous Improvement? Are you experienced in the delivery of performance through KPIs and performance metrics within a multi-channel environment?

If so, this could be just the role for you!

We’re currently partnered with a Midlands based Utilities brand who have exciting expansion plans over the course of 2021 and are looking for an experienced Team Manager to drive their Digital team through the introduction of efficient working processes using chat, telephony and email channels.

Working as part of an established team, you will be responsible for:
• The inbound customer contact across the digital channels for the business.
• Performance managing the team through KPI’s.
• Developing, coaching and training your team and wider stakeholders within the business on the digital customer journey.
• Responding to escalations to support the customer through to complete resolution.
• Overseeing, planning and delivering content across different social media platforms using scheduling tools.
• Managing, leading and coaching the team to ensure all key metrics and SLAs are achieved
• Reporting to the Contact Centre Manager, as the Digital Services Manager, you will be primarily responsible for overseeing the handling of inbound contact across all digital channels including social media, webchat and email.

You will ideally be:
• Experienced in the use of and managing teams working across digital channels including: social media, webchat and email.
• Adapting tone to suit contact channels and supporting the team to tailor their approach with customers via different digital channels.
• Experienced in managing a team of contact centre agents within a multi-channel contact centre environment.
• Able to identify areas for continuous improvement and capable of proposing and developing solutions to the wider leadership team.
• Able to build excellent relationships with internal stakeholders across the leadership team.
• Experience building relationships with outsourced teams would be an advantage, however this is not essential.

So, if you’re a results focused individual, have a positive can-do attitude, and you’re able to deliver under pressure, manage your time and workload optimally and work on own initiative, then this is just the role for you.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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.