Contact Centre / Customer Service / Operations Manager

Job Ref: DJKG1303
Job Title: Contact Centre / Customer Service / Operations Manager
Location: Essex and Greater London
Salary: £35k to £40k
Employment Type: Permanent: Monday to Friday

I am looking for a Contact Centre Manager / Customer Service Manager or Operations Manager that has managed contact centre teams through change and transformation. This well-established client may be able to start the successful person immediately if available.

You will be part of a team of Contact Centre Managers who report to the Head of Customer Services and have 3 Team Leaders with the overall contact centre running at 150fte.

This is a pivotal role within this organisation. The main remit for this role is to reshape and upgrade processes, procedures and systems of the busy contact centre along with looking at training and development within the team.

• Provide direct line leadership and management for the team leader
• Empower the team leader through training and development and execute outstanding customer service
• Promote processes to the team leaders around 121’s, timekeeping, training etc to implement within the contact centre
• Have experience working within a contact centre that is undergoing change and transformation around culture, people, processes and technology

This is a fast paced organisation that can deal with vulnerable people and situations, so an element of empathy and ability to act efficiently is paramount. This role would suit someone that understands the challenges of taking people through transformation in all areas of a contact centre and can really get involved and promote the changes to the team leaders and wider functions of the contact centre.

To apply for this position please forward a copy of your CV to: or visit us at: 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.
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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.