Contact Centre Manager, Client Services Manager

Ref: DJKG1244
Job Title: Contact Centre Manager, Client Services Manager
Location: Essex, South East
Salary: £40-45k base plus bonus and bens dep on experience
Employment Type: Permanent

Working for a growing quality led business and supporting a high profile brand and service portfolio, this is an opportunity for an experienced Contact Centre Manager to mange the client relationship and client service management and lead a team of Team Leaders and Advisors in operational delivery.
Opportunity to manage a growing team, working on behalf of an established retailer to ensure delivery of exceptional customer service and experience.

The Role
This role would suit an experienced Contact Centre Manager and Customer Service Manager across Contact Centres or Customer Service.

The main responsibilities will be to manage corporate stakeholders and have an adaptable and strong entrepreneurial nature to manage this client. You will report to the Head of Operations.

Some of the Duties and Responsibilities:

• Responsible for coordinating the delivery on on-going services to the customer
• Building strong relations with the stakeholders on a corporate level.
• Building the team and enhancing on training and development
• Be involved in the recruitment, training and development for the customer service team
• Develop new initiatives to increase productivity, gain efficiencies and enhance customer satisfaction, loyalty and retention.

The Candidate
The ideal candidate will need to come from a Contact Centre background ideally within the retail, or service led market space. You will need to be dynamic and corporate in your approach with a natural leadership flare to work hands on and within a fast paced and changing 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 into any discussions or offer any assistance regarding sponsorship.

Resource Planning Manager

Job Ref: DJPF1762
Job Title: Resource Planning Manager
Location: London – Greater London – South East
Salary: £40-50,000 plus bens
Job Type: Permanent

An opportunity for an experienced Resource Planning Manager to take the helm and design, build and develop a forward thinking, strategic, best in class resource planning support function for a multi-channel, digitally aligned and rapidly growing, soon to be multi-site customer contact operation.

The Resource Planning Manager will need to develop an effective and robust team and processes to enable highly effective, forecasting, scheduling and real time activities in a fast paced and demanding environment, with little historical MI and data to date.

Looking to the future the Resource Planning Manager will be developing tools and systems, taking a manual resource planning team and function across to an automated, evolving system which should deliver further improvements and efficiencies.

Excellent stakeholder relationships will be required as you build and establish your and your teams reputation as the ‘go to’ function to help with all strategic, future, current and on the day thinking and operational delivery.

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

As the Resource Planning Manager within the contact centre, you will work with the heads of department and other 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 Analysts to deliver a positive, engaging environment, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

If you are interested in applying for this position, you will need a proven track record as a Resource Planning Manager, preferably within a scaling business, with experience of both manual and automated forecasting, workforce management and resource planning. The ability to see and communicate the trends within the data, identifying key business decisions and improvements in resourcing strategies, shifts and future strategies will be key.

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.