Management Information Analyst – MI

Job Ref: DJPF1322
Job Title: Management Information Analyst – MI
Location: North West
Salary: Up to £30,000 base, pension, benefits.
Employment Type: Permanent

If you are already a skilled MI Analyst with a good understanding of Business Processes and Contact Centre Metrics, then we want to hear from you!

Responsibilities include:
• Working as part of a highly skilled analyst team you’ll be responsible for using raw data sources to provide detailed insight to account/agent performance.
• Reporting on time utilisation you’ll ensure the team is correctly sized to support the business in BAU and in growth.
• Making sure workloads are effective for the advisors, you’ll ensure Average Handling Times (AHT’s) are reflected and in line with SLA/KPI’s.
• Using different methods of data analysation you’ll ensure the data presented can be interpreted and fully understood by any audience.

If you are interested to apply:
• Good understanding of Business Processes and Contact Centre Metrics
• Strong knowledge of databases using Microsoft Access and SQL Server (SQL query writing in particular).
• Knowledge and understanding in the use of Visual Basic for Applications.

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.

KYC Team Manager

Job Ref: DJJM1267
Job Title: KYC Team Manager
Location: Maidstone – South East
Salary: £30,000 – 40,000 plus bens
Job Type: Permanent

An opportunity for an experienced KYC Specialist to take responsibility for a know your customer and anti-money laundering team, Onboarding new clients within a multi-channel, digitally aligned and rapidly growing customer contact operation.

As the KYC/ AML Team Leader you will act as the escalation point and specialist for the function. You will be responsible for Onboarding new clients, performing risk assessments and act as a KYC and AML expert, performing due diligence and overseeing the identification of high risk applicants, aiming to deliver a more individual, personalised service, improving customer experience and satisfying customer needs as well as ensuring that all applications are risk free and compliant to regulation.

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

As the KYC Team Manager, you will work with new customers as well as senior stakeholders to identify, develop and deliver the best practice and experience possible.

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
• 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 customers
• Lead the KYC team ensuring all SLA requirements are met as well as coaching, training and developing their skillset.
• Performing one to one appraisals and managing the team effectively

If you are interested in applying for this position, you will need a proven track record in a KYC environment and will have developed an improved customer offering. Leading teams to achieve targets within a regulated environment will be a distinct advantage, 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 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.

SQL Developer Lead

Job Ref: DJPF1315
Job Title: SQL Developer Lead
Location: Midlands – commutable from North West
Salary: £55,000 + Benefits
Employment Type: Permanent

Are you an experienced Leader of developers with significant SQL database knowledge?

This role will lead a team of Developers that are responsible for the optimal performance of MIBI data processing platforms, including code optimisation and capacity management.
Deliver a robust data warehousing solution to the business.

Responsibilities include:
• To support the Insight and Data Manager to build and manage the BI platform so that business data analysis requirements can be retrieved, stored and viewed efficiently.
• To support the Data and Insight Manager to define data warehousing strategy and timeline.
• To oversee and maintain robust data dictionaries and models on a regular basis
• To oversee and identify, implement, maintain and continuously improve appropriate tools and techniques to enable transactional data to be transformed into consumable information (power BI reports and dashboards) that can be analysed by the business, and inform decision-making
• To manage the day to day development lifecycle to facilitate reporting and BI development within the team, to ensure documentation is up to data and reflects current business rules and definitions
• To help drive continuous improvements in data quality standards

If you are interested to apply you will need:
• Experience in a data manipulation role
• Proven use of standards compliance including development practices and disciplines (including commenting code, formatting code, splitting into functions
• Previously held team leadership role in a similar function
• Experience in writing complex T-SQL (Transact SQL) stored procedures
• Microsoft SQL server 2014/16 server side development including (SSIS, SSRS, SSAS)
• Experience of database administration
• Experience of data warehousing
• Power BI experience

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.

Head of Customer Contact

Reference: DJJM1266
Job Title: Head of Customer Contact
Job Location: East Sussex
Salary: up to £90k plus bens
Employment Type: Permanent

Reporting to the Customer Service Director, this role is with a highly successful organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in improving service delivery across the business through culture change along with coaching and development. Working as part of the senior management team you will input into future strategy and development, drive continuous improvement and deliver an enhanced operation by fully engaging your colleagues.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• To review and enhance customer contact strategy
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Build, Maintain and develop outsourced relationships
• Provide lead on contact centre change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for understanding customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes, have a good understanding and passion for new technology and customer interaction channels. 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 any discussions or offer any assistance regarding sponsorship.

Market Operations Manager

Job Ref: DJHB1059
Role: Market Operations Manager
Location: Midlands
Salary: up to £47,000 per annum plus benefits
Job Type: Permanent

Are you a customer-focused individual with experience in managing people management operations?
Do you have strong people leadership skills and experience driving change and influencing stakeholders to deliver improvements?
Are you looking to be a part of the evolution of an established brand within a regulated environment?
If so, we could have just the opportunity for you…

We’re currently partnered with a great brand to introduce a Market Operations Manager into their growing operation. Looking after a number of multidisciplined teams and third party suppliers, you will be responsible for ensuring that the customers are at the heart of everything that takes place on site.

The business unit led by this role are focused on the management of all relationships for the wholesale and market operations.

The role will require you to:
• Manage a dynamic and varied team of advisors to maintain key KPIs within a busy contact centre environment.
• Create and manage third party relationships with a collaborative approach.
• Evaluate escalated concerns and action these to provide an outcome that is mutually beneficial to stakeholders.
• Work proactively when the Head of department is offsite to maintain service delivery, maintain team morale and to effectively manage the operation day to day.
• Identify areas for improvement and work strategically to problem solve making decisions that will have an impact short, medium and long term.

You will ideally be:
• Experienced in working within a heavily regulated environment; Utilities would be advantageous.
• Comfortable managing a team of managers.
• Experience managing a cultural shift.
• Experienced in the delivery of departments for metering, market operations and working alongside other departments to drive excellent customer outcomes.
• Able to motivate and collaborate teams internally as well as third party suppliers.
• Inspiring with your leadership skills to create change, new opportunities and the development of a constantly evolving environment.
• Able to step into a more responsible role in the absence of the Senior leadership team.
• Able to evaluate performance metrics to identify training gaps, areas of success and areas that require improvement.

The business is looking for a passionate and driven leader to help them to improve their customer journey. With a clear focus on the operational delivery on a variety of areas of the business, you will need to be able to demonstrate previous experience ideally from within a regulated 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.