Administration Manager/Support Manager/Supervisor

Job Ref: DJKG1285
Job Title: Administration Manager/Support Manager/Supervisor
Location: Southampton
Salary: Competitive (plus exceptional benefits)
Employment Type: Permanent Monday to Friday 37.5 hours a week

An exciting new position has become available working for a great retail brand as an Administration Manager/Supervisor to manage a team of 14 skilled and meticulous administrators. This role is a pivotal part of the brands’ customer experience.

This role is managing the workload planning for the team and being the main point of escalation for the team members.

• Conduct and review quality audits across the team and implement performance improvement and development plans
• Work to targeted SLA’s whilst ensuring outstanding attention to detail within the team
• Oversee the warranties, insurance and invoices of the different products

This position is suitable for someone that has exceptional Team Management and Leadership experience within a fast-paced head office setting. Experience in planning, productivity and accuracy is essential for this role with a natural flare for developing high performance teams.

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.

Client Onboarding Subject Matter Expert – AML – KYC

Job Ref: DJJM1204
Job Title: Client Onboarding Subject Matter Expert – AML – KYC
Location: London – Greater London – South East
Salary: £35,000 – 45,000 plus bens
Job Type: Permanent

An opportunity for an experienced Client Onboarding professional to take responsibility for the end to end process, looking at continuous improvement and identifying trends and unusual activity, liaising and managing key stakeholders where appropriate.

The Client Onboarding professional will be responsible for Onboarding new clients, sharing technical expertise, advice and guidance with the onboarding team, reviewing and assessing the risk of new client applications which have been escalated by the onboarding team, looking at continuous improvement of internal procedures and policies. Overseeing the identification of high risk applications including PEP’s.

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

As the Client Onboarding Subject Matter Expert, you will work within the B2B part of the business working closely with SME businesses as well as heads of department and other senior customer management team to identify and develop best practice.

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. Input into strategy, development of continuous improvements will be part of your responsibilities.

Some of the duties will include:
• Risk assessment of new applications, taking and uncovering information and documentation
• Conducting Due diligence using methods and practise such as CIFAS and SIRA.
• Positively influence and contribute to the team culture along with sharing best practice
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalated 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 customers

If you are interested in applying for this position, you will need a proven track record within Client Onboarding and you will need to have a professional qualification in KYC, KYB or AML. Experience within a regulated environment is essential, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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.

Head of Customer Service

Job Ref: DJHC4278
Job Title: Head of Customer Service
Location: South East
Salary: Up to £95k salary + bonus + benefits
Employment Type: Permanent

I am looking for a results driven Head of Customer Service, who has experience of driving results for the customer across Customer Experience, and managing operational teams.

Responsibilities:
• Lead the Customer Operations Team (50FTE), including Complaints and Customer Insight
• Through analysing customer needs, build a market leading Customer Experience process and monitor and improve this across the operation, and cross functionally
• Support customers throughout the customer journey ensuring they have an appropriate and exemplary level of support
• Lead the development and training of the operational teams to successfully support customers through their customer journey and embed strategies and processes to improve service
• Manage the head count to ensure operational excellence is achieved, whilst remaining within budget
• Set appropriate metrics and SLA’s to ensure performance is at an optimal level in both customer service and overall customer experience
• Drive Customer Experience across the business repairing and streamlining elongated processes
• Represent Customer Experience excellence across the organisation, being the businesses Customer Advocate

Key behaviours:
• Self-starter, resilient, focused, a real achiever of results
• Excellent understanding and customer journey mapping and customer experience
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo

If you are interested in applying for this position, you will need to have a proven track record of leading high performance teams in a multi channel contact centre and customer experience 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 in to any discussions or offer any assistance regarding sponsorship.

Lead Tester

Job Ref: DJHB1007
Job Title: Lead Tester
Location: Nottingham
Salary: up to £45,000 plus bens
Job type: Permanent

Are you looking to work for a business that put their customers first ahead of profit margins?
Do you want to be part of an award-winning team who’re growing and going from strength to strength?

An opportunity has arisen for a Lead Tester to join a key client based in the Nottingham area on a permanent basis.

Working on the delivery of testing across multiple platforms for the upgrade of internal software for a Utilities brand, you will be leading a growing team within the Change department.

Responsibilities will include:
• Working alongside the BA team on the delivery of software upgrade tests both in a manual and automated setting.
• Leading the development of automated processes across the business.
• Working with the change team to analyse the outcome of data and to suggest improvements.

You will ideally be:
• Experienced in writing test scripts.
• Experience testing with 3rd party testing; ideally using Junifer systems or similar.
• Excellent communication skills and the ability to communicate at all levels with internal and external stakeholders.

The role will initially be the opportunity to take autonomy and control of the testing procedures for the business, with career progression opportunity to lead the testing team within the business who are experiencing exponential growth.

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.

Management Information Analyst

Job Ref: DJPF1258
Job Title: Management Information Analyst
Location: London – South East
Salary: £45,000 – £55,000 dep on experience
Employment Type: Permanent

As an MI Analyst you will support the Customer Contact Centre by being responsible for creating, developing and maintaining the specific dashboards and scorecards. Using analysis and interpretation you will influence management in their respective operational decision making.

Some of the Responsibilities include:
• Produce daily, weekly, monthly, quarterly and annual reports on CCC performance against KPIs for review by team leaders and senior management
• Owner of all contact centre operational reporting and insight.
• Provide a consultative approach to assessing and delivering MI solutions throughout the business
• Proactively analyse and manipulate output data to identify trends, patterns and anomalies to produce recommendations on process improvements.
• Work with the Resource & Planning Analyst to provide recommendations on resource planning

If you are interested to apply:
• Experience of having produced and presented impactful Management Information (MI) for large complex organisations. Preferably in a contact centre environment.
• The ability to present complex information to senior audiences with confidence
• Excellent proven oral and written communication and interpersonal skills, with experience of liaising with senior stakeholders (including understanding Customer requirements) and ability to communicate with employees at all levels and across multiple sites.
• Advanced Excel skills with experience of data and system analysis including the generation of reports (pulling information from a variety of sources and experience of proving data based insight and recommendations for use at all management levels)
• Ability to strategically align MI priorities with business objectives, and enhance MI reporting infrastructure

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.