Customer Insight Manager

Job Ref: DJPF1215
Job Title: Customer Insight Manager
Location: Central London
Salary: £65,000
Employment Type: Permanent

We have a fantastic new opportunity for a Customer Insight Manager to be part of the team responsible for using customer analytics to shape the customer Journey. This new role is being created to set up and manage the voice of customer programme (NPS) – enabling the business to measure and understand the customer experience across the entire customer journey.

Some of the Responsibilities include:
• Setting up and management of feedback surveys across the customer journey
• Managing stakeholder relationships and understanding varying requirements of stakeholders.
• Ensuring the Voice of Customer programme enables informed decision making across key touchpoints and journeys
• Ensure smooth running of the customer surveys, improving and identifying gaps to ensure an automated and real-time customer feedback for existing or new relationships or journeys
• Setting up, and managing comms plan to share the learnings through regular reporting (weekly/ monthly/ quarterly) of customer satisfaction, pain points, or drivers of satisfaction

If you are interested to apply you will need:
• Experience with CX survey platforms tools (i.e Qualtrics, Rant, Rave or similar)
• Ability to manage suppliers and set up/manage VOC programmes
• 3-4 years experience (desirable) in research – client or agency side
• Previous experience in qualitative and quantitative research

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.

Quality Manager – Contact Centre

Job Ref: DJAD1065
Job Title: Quality Manager – Contact Centre
Location: London, Greater London, South East
Salary: £50,000
Employment Type: Permanent

This is a fantastic opportunity for an experienced Quality Manager to join a world class brand organisation. The Quality Manager or Quality Assurance Manager will be tasked with overall customer satisfaction, quality assurance and the coaching of customer service agents, Team Leaders and even Managers within the contact centres.
This role requires a proactive, communicative and highly motivated person who has excelled in working within a fast-paced environment and has a strong background in managing, planning and delivering outstanding results.

As the Quality Manager, some of your responsibility will be to:
• Ensure policy documents are being enforced
• Work with the Contact Centre team on improving performance across global locations
• Improving quality metrics through training and coaching
• Develop, design and execute testing and monitoring

If you are interested in applying for this position, then you will need to have a proven background as a Quality Manager or Training Manager in a contact centre 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.

Contact Centre Manager (Sales and Service)

Ref: DJKG1250
Job Title: Contact Centre Manager (Sales and Service)
Location: Chester, Crewe, Warrington, Cheshire
Salary: £28k to £30k (depending on experience)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Contact Centre Manager or Team Manager to join an innovative and forward-thinking organisation. The Contact Centre Manager or Team Manager will be tasked with ensuring the small running of the Contact Centre.

This role requires you to be able to work closely with the Head of Contact Centre and you will be responsible for delivering and monitoring the day to day running of the team leaders.
As the Contact Centre Manager/ Team Manager some of your responsibility will be to:

• Manage and lead the telephony teams within the contact centre
• Driving and encouraging a fun and energetic environment
• Maximise team efficiency to achieve optimum return on investment
• Maintain a high sales culture environment

If you are interested in applying for this position, then you will need to have managed a contact centre within a sales driven environment. This role would also suit someone who is a strong Team Leader/Team Manager that is looking to step-up.

To apply for this position please forward a copy of your CV to us. 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/Customer Experience Manager

Job Ref: DJMA1768
Job Title: Contact Centre Manager/Customer Experience Manager
Location: South East, Essex, East London
Salary: £30,000- 40,000 base salary dependent on candidate plus 15% bonus and bens.
Type: Permanent

An opportunity to join an organisation in the Sunday Times Fastrack league table, a fast growing, multi-channel, international customer contact centre for an experienced Customer Service Manager, Contact Centre Manager, Senior Team Manager.

Managing a small but passionate customer service team. The Contact Centre Manager will report to a senior Director and will help drive the best possible customer experience, motivate, train and coach a motivated forward thinking team and look for continuous improvement and development of future customer strategies.

Some of the responsibilities will include:
• Leadership and development of your team to achieve a great customer service and strategic objectives.
• Oversee the day to day customer service delivery.
• Take full control of budgets and KPI delivery
• Resource planning

Development of future strategy to achieve improved performance, growth and an enhanced customer experience across a multichannel, international customer contact centre.
If you are interested in applying for this position you will need a proven track record of engaging and motivating teams in a customer facing environment. Be able to work under your own initiative and contribute too best practice and future strategies.

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.

Quality Assurance Lead

Ref: DJKG1249
Job Title: Quality Assurance Lead
Location: Oxfordshire/Northamptonshire/Bedfordshire
Salary: £30k to 35k (depending on experience)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Quality Assurance Lead to join an innovative and forward-thinking organisation. The Quality Assurance Lead will be tasked with reviewing and investigating customer survey responses for the contact centre and looking at initiatives that improve the customer experience within the contact centres.

This role requires you to be able to work in a collaborative manner, developing positive working relationships with the Quality and Training Manager and the wider team.

As the Quality Assurance Lead some of your responsibilities will be to:

• Support new hire groups
• Internal and External call monitoring ensuring all regulatory processes are followed
• Ensuring quality metrics are recorded through training and coaching
• Approve and review documents within the internal systems

If you are interested in applying for this position, then you will need to have a proven background as a Quality Assurance Lead and be able to demonstrate your experience of working within a fast-paced environment. Experience in salesforce is an advantage.

To apply for this position please forward a copy of your CV to us. 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.

Team Leader/Team Manager Customer Service

Job Ref: DJJM1762a
Job Title: Team Leader/Team Manager Customer Service
Location: London – Greater London – South East
Salary: £30-35,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Customer Service Team Leader/Team Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

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

As the Team Leader/Team Manager within customer service, you will work with the 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 Customer Service Advisors to enhance their skills and performance levels.

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 service levels.

Some of the duties and responsibilities for the Team Leader/Team Manager will include:

Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, coach and develop staff in the Contact Centre
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Drive continuous improvement ethos within the contact centre and 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 Team Leader/Team Manager, working with a team of customer service advisors 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 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.

Team Leader/Team Manager Customer Service

Job Ref: DJMA1760
Job Title: Team Leader/Team Manager Customer Service
Location: London – Greater London – South East
Salary: £30-35,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Customer Service Team Leader/Team Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

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

As the Team Leader/Team Manager within customer service, you will work with the 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 Customer Service Advisors to enhance their skills and performance levels.

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 service levels.

Some of the duties and responsibilities for the Team Leader/Team Manager will include:

Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, coach and develop staff in the Contact Centre
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Drive continuous improvement ethos within the contact centre and 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 Team Leader/Team Manager, working with a team of customer service advisors 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 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.