Senior Customer Experience Manager

Job Ref: DJJM1218
Job Title: Senior Customer Experience Manager
Job Location: Midlands
Salary: Up to £70,000 + bens
Job Type: Permanent

Reporting to the Head of Customer Experience, this role is with a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the overall customer Experience and Customer Journey across the business.

Some of the responsibilities will include:
• To Manage a team of 15/20 Customer Experience Managers to design and deliver specific processes and shape the customer journey
• To build and maintain solid long-term relationships with internal and External stakeholders
• To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
• To strive for the ongoing improvement and optimisation of the customer journey and performance of your department, creating the foundation for future growth
• Project management of campaigns from set up to completion

The ideal candidate will have a passion for digital transformation having the customers experience and journey at the heart of any process, have experience of using agile and lean thinking when looking at customer journey and process. Individuals with excellent communication skills, who can cite significant experience of managing stakeholder relationships, change and making commercial decisions, may have an advantage.

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.

Contact Centre Team Manager

Job Ref: DJRL1055
Job Role: Contact Centre Team Manager
Type: Permanent
Location: West London, Greater London, South East
Salary: £35k + Benefits

Our client is a leading property organisation based in London. They are looking to recruit a Team Manager for their office in West London.

This market leading property company are looking for an experienced Team Manager to join their contact centre. You will ideally be a Team Leader or Team Manager with experience in managing a team and will be a highly motivated, people focused services professional who is able to lead, coach and support a team of Customer Contact Agents. You must be confident to challenge the status Quo and strive to achieve the very best customer service results, not just looking for 70% results but 100% results. As Team Manager you must be able to inspire your team to deliver a quality-focused service to both internal and external customers.

As Team Leader you will report into the Head of Contact Centre and will be responsible for around 11 agents. The aim of the role is to develop and empower teams to deliver an excellent customer journey to their customers every time, ensuring first contact resolution where possible, addressing the primary reason for the customer contact using all their skills and knowledge.

You will be proactive in Leading, coaching and engaging your teams. A Team Leader is responsible for their team, ensuring that they understand the importance of their role within the business and are advocates for the brand. You will be responsible for the operational management of a team and be expected to analyse agent performance against KPI’s, provide support for the agents individual needs and address concerns and development needs.

The successful candidate will:
• Be engaging, influential and inspiring.
• Be experienced of managing people and able to lead and coach.
• Able to improve performance of your team.
• Be experienced of leading a team where you can grow, nurture and develop your team.
• Be able to demonstrate and progress change in a forward-thinking organisation.
• Be able to Show energy and confidence to be able to inspire your team to deliver a quality-focused service to both internal and external customers.

In return, our client will provide you with a choice of flexible benefits, salary exchange benefits, and rewards and discounts. You will also receive an annual allowance of £300 to use towards health and lifestyle benefits. Discounted childcare vouchers and cycling equipment throughout the year. You will receive 25 days holiday. The contact centre is open Monday to Friday between the hours of 8am – 8pm.

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 and MI Analyst

Job Ref: DJPF1255
Job Title: Resource Planning and MI Analyst
Location Cheltenham
Salary: £30,000
Employment Type: Permanent

This is a great opportunity for an experienced MI Analyst who will be responsible for supporting the delivery of front and back office customer experience through the provision of actionable performance MI, insight and recommendations.

Some of the Responsibilities include:
• Producing daily/weekly/monthly internal MI required to manage and report on Customer Journey performance.
• Manage Customer performance at daily/weekly/monthly/annual level, working with operations and ensuring that necessary tactical changes, including resourcing changes are made.
• As part of resource planning team, you will be expected to attend weekly capacity planning meetings to identify medium to long term opportunities and concerns for future performance.

If you are interested to apply:
• Knowledge of contact centre and back office metrics
• Ability to disseminate large set of data into manageable chunks and insight
• Ability to provide direction and influence stakeholders of all levels
• Good understanding of resource planning methodologies and service level dynamics for front office and back office
• Excellent working knowledge of Excel
• Previous experience in a Resource Planning or Operations

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.

Contact Centre Manager

Job Ref: DJJM1215
Job Title: Contact Centre Manager
Job Location: London – South East
Salary – up to £50,000+ bens
Job Type: Permanent

Reporting to the Head of B2B, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• Performance management of team members, including driving a coaching culture and planning training programmes
• Driving engagement and loyalty of employees, through development of reward schemes and recognition
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff, have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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 Manager

Job Ref: DJHB1002
Role: Customer Service Manager
Location: South Lanarkshire
Salary: up to £30,000 per annum + benefits
Job Type: Permanent

Due to continued growth, a continually growing contact centre are looking to add an experienced leader / manager within the Customer service sector based in South Lanarkshire.

Some of the key responsibilities will include:
• Heading up a team of circa 15FTE’s within a contact centre environment.
• Supporting the response of queries for billing and issues that customers are facing.
• Analysing, evaluating and reporting on both individual and team performances.
• Effectively coaching the team to achieve the best possible outcomes.

If you are interested in applying for this role, you will be a proven leader, with a strong commercial acumen and experience working within a contact-centre focussed 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 any discussions or offer any assistance regarding sponsorship.

Resource Planning Manager – Field

Job Ref: DJPF1252
Role: Resource Planning Manager – Field
Location: Warwick / West Midlands
Salary: up to £32,000
Job Type: Permanent

My client is looking for an experienced Resource Planning Manager to lead a team of Planners to coordinate field-based operations of engineers doing services and breakdown activities throughout the UK.
As Resource Planning Manager you will coordinate and manage the activities of circa 230 engineers, maximising their effectiveness and delivering exceptional customer service.

What will you be doing?
• Manage 12 employees to ensure effective use of resources
• Ensure company standards and procedures are adhered to by those employees.
• Work with strategic planning to establish effective scenario and strategic long term planning models
• Develop process improvement projects with key external and internal customers and suppliers to develop and improve the supply chain from cradle to grave for service.
• To develop and publish planning KPIs for customer service, utilisation and achievement to plan in order to identify efficiencies and ensure year on year improvements.
• Develop process improvement projects with internal customers to improve planning and reduce costs and improve service.
• Install a continuous improvement culture within the Operations management.
• To facilitate the planning of all field training and meetings in accordance with achieving the required capacity levels to deliver customer service levels and business objectives.
• Field engineer roster management.
• The forecasting of engineer growth and to assist in preparing recruitment plans.
• Day to day liaison with field personnel, in particular Field Service Managers and Operations Managers as well as the Service Centre Manager.

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.

Data Team Leader – Utilities

Job Ref: DJHB1001
Role: Data Team Leader – Utilities
Location: Leicester with occasional travel
Salary: £24-28,000 and bens
Job Type: Permanent

An opportunity has arisen for a Data Team Leader to join a growing Utilities business. Working within their dataflow team, you will be required to travel from time to time across company and customer sites. You will be a proactive individual with the ability to lead teams to meet KPIs and performance-related targets.

Some of the key responsibilities will include:
• Working in line with the business’ daily targets and KPIs.
• Leading a small team of analysts and working closely with external collaborative teams.
• Managing and maintaining excellent relationships with internal and external stakeholders.
• Preparing and controlling the delivery and execution of plans within the department working closely with the Head of Department.
• Working in line with internal teams ensuring professionalism with both customers and clients.

You will ideally be:
• An excellent communicator both written and verbally.
• Experience working within the energy industry on dataflows for gas and/or electricity – ideally with knowledge of MRASCO and/or RGMA dataflows.
• Experienced leading teams within a targeted working environment.

The role will be office based, predominantly in Leicester and you will also be required to customer sites and other office locations as required for meetings.

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 any discussions or offer any assistance regarding sponsorship.

Data Operations Manager/Quality Operations Manager

Job Ref: DJKG1272
Job Title: Data Operations Manager/Quality Operations Manager
Location: Stoke (Staffordshire)
Salary: Up to £55k plus excellent bonuses and benefits
Employment Type: Permanent (shift patterns are during Monday to Sunday – 40 hours
a week)

This is a fantastic opportunity to join an award winning, fast-paced, energetic and innovative company. As a Data Operations Manager/Quality Manager, you will need to have outstanding people leadership and management skills along with experience of dealing with data and content for different hospitality and entertainment events.

As a Data Operations Manager/Quality Manager some of your responsibilities will be:

• Ensuring the content of events is correct and aligns with brand and customer experience guidelines
• To work closely with the senior management team in integrating this new team with the wider business and functions
• Manage the training of new and existing staff ensuring they understand the regulatory guidelines that are set
• Drive product development for the backend systems

This role will suit someone that has managed and lead a small team and has experience working within the betting, gaming and sports sector. You will need to have outstanding operational management experience as well as influencing the right cultures within the team.

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.

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.

Resource Planning Manager

Job Ref: DJPF1251
Job Title: Resource Planning Manager
Location Yorkshire
Salary: £45,000
Employment Type: Permanent

This is an excellent role for an experienced Resource Planning Manager to join an award-winning brand. Reporting directly into the Head of Resource Planning you will be responsible for effective planning and management of all customer facing teams to meet service expectations.

Some of the Responsibilities include:

• Leading, coaching and developing the Resource Planning Team for a multi-site operation
• Planning and real-time adherence of the operational departments
• Maintains joint accountability with the operation for SLAs and other key performance indicators
• Adheres to business operating plans and targets
• Understands and supports high level strategic plans
• Leads the Resource and Planning team to deliver amazing customer service through all channels at all times whilst achieving department measures
• Builds strong and effective working relationships across the business.
If you are interested to apply:

• Proven planning and analytical skills
• Good working knowledge of workforce management tools and telephony infrastructure
• Ability to build capacity plans and resource models
• Excellent understand of supply vs demand and the actions required to optimise the resource available
• Ability to plan and prioritise work appropriately considering importance, urgency, customer and business impact.
• Excellent understanding of and experience of operating in a contact centre environment
• Logical and methodical approach
• Ability to collaborate with other business areas and strong stakeholder management. Evidence of building and sustaining productive and collaborative relationships
• Demonstrate flexibility to business needs
• Experience/ability to embrace and drive change and innovation within the team
• Proven leadership ability and evidence of motivating, leading, developing and inspiring others
• Excellent communicator, both written and verbal with excellent interpersonal skills
• Sound judgement, decision making and problem solving abilities
• PC literate with Excel at an advanced level

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.