Team Manager – Contact Centre

Ref: DJAD1053
Role: Team Manager – Contact Centre
Location: Bristol
Salary: £32,000 + bonus

A market leading service organisation are currently looking to recruit experienced Team Managers to lead a team of multi skilled specialists in their Sales & Service Contact Centre.

Your team will work across inbound and outbound channels in order to achieve exceptional levels of performance and behaviours.

Displaying role model behaviours, you will need to develop the leadership abilities of Senior Agents to support their talent progression, while actively contributing to the ongoing career progression of the whole team and centre.

Role purpose

Outcomes –
• Contribute towards the design and implementation of the department plan and achieve the budgets for acquiring and retaining customers, revenue and discounting
• Implement high standards of operational performance and achieve the budgets for Shrinkage and Average Handling Time
• Ensure the management of individuals operational performance in order to meet the agreed commercial budgets and standards of quality for customer service and compliance
• Set individuals personal objectives and manage standards of performance, implementing HR policies and procedures including performance capability, attendance and conduct

Key responsibilities – People
• Challenge individuals to achieve their best through exceptional levels of performance, ensuring you are effectively coaching and developing your team to deliver performance improvements.
• Lead a results and people focused culture through visibly driving performance whilst coaching individuals/teams
• Support and develop team members through the career progression framework and effective PDP conversations and rectify individual`s underperformance through agreed HR policies
• Positively influence attrition to ensure we retain the right skills and performance

Key responsibilities – Quality
• Ensure products are sold in a compliant manner, and that we `treat customers fairly` in all our activities

Key responsibilities – Money
• Support and deliver continuous improvement procedures/projects across the Contact Centre

Skills, Knowledge and qualifications
• Experience of leading teams in a multi-functional, fast paced Contact Centre across both inbound and outbound to achieve business performance targets across a multi-product portfolio and metrics
• Ability to communicate effectively with all levels of stakeholders
• Good working knowledge of regulatory and compliance procedure
• Commitment to improve leadership capability through completion of Team Manager Apprenticeship L3

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.

Team Leader

Job Ref: DJKG1231
Job Title: Team Leader
Location: Derby
Salary: £22k to £25k plus bonus

My client is looking for an outstanding Team Leader to join their team that can help support and guide then through changes and processes.

The Role
You will report to the Head of Customer Services and your main responsibility is to manage, develop and motivate the CSA’s in order to meet KPI’s and SLA’s. You will work as part of the operational management team and contribute to the broader business objectives.

• Manage the team performance in unity with the Company’s process and procedures
• Implement new processes, motivate and lead the team
• Conducting team meetings on a regular basis
• Under take other projects in the wider business
• Dealing with any escalated complaints
• Understanding of basis HR function in running a small team
• To drive customer strategy and change

The Candidate
Previous experience as a Team Leader working within a contact centre environment. Ideally, they are looking for someone from the Retail or FMCG space that has both sales and service 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.

Business Development Manager

Job Ref: DJHC4264
Job Title: Business Development Manager
Job Location: Midlands/ Home Based
Salary: Up to £80k basic + OTE

I have an exciting opportunity for a Business Development Manager, with a professional B2B organisation in the technology space.

Some of the role responsibilities and requirement include:

• Field based role selling professional solutions into the utilities sector
• Development and execution of sales strategy to include
target customer and Channel partner development
• Support the company accredited partner program and Channel development strategy
• Work with marketing to complete quarterly marketing and
lead generation program
• Attend quarterly business review presenting sales and strategy performance, strategy and business plan achievements
• Communicate target customer, sector trends and competitor activity back to senior management
• Completion of weekly forecasts
• Attendance of monthly sales meetings
To be considered for this opportunity you will need proven business development experience within a business to business 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.

General Manager (Sales and Marketing)

Job Ref: DJKG1221
Job Title: General Manager (Sales and Marketing)
Location: London
Salary: £90k to £115k

This is a fantastic opportunity for an experienced General Manager with Sales and Marketing experience to join a growing multi-level marketing company. This role is based in London and has offices across the US and Europe.

The Role
The main responsibility is to increase the sales growth through a field-based sales force and the distributors chain, focusing in significant uplift and sales profitability.

• Develop and implement sales and marketing strategies
• Grow sales within the different markets
• Being the link between the European hub in London and the US
• Monitor and maintain performance evaluation of the team
• Develop the sales and market analysis for improved strategy success

The Candidate
You will need to have extensive experience in running an Operation within a fast paced, multi-cultural and multi-lingual setting. Somebody within a Multi-level marketing or direct selling industry would have an advantage. They are looking for someone that is “hands on” and that can work across different functions of the business.

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.

Recruitment Consultant

Ref: DJRL1016
Position: Recruitment Consultant
Location: Lichfield, Staffordshire – Midlands

We have a fantastic opportunity working across an established and new account base to develop relationships and offer recruitment solutions for senior and mid management hires in Operations, Service, Sales, Strategy and Experience roles, as well as skilled practitioners within CRM insight and analytics.

Recruitment has changed and continues to do so, over the last 11 years we have forged relationships that have stood the test of time and we are considered one of the leading, professional recruitment providers across the customer landscape. Our consultants work across many vertical markets including Finance, Utilities, Travel, Telecommunications, IT, Insurance, Retail, FMCG, Consumer Goods and the Not for Profit Sector. We support many blue chip, FTSE 100, award winning and challenge, disruptor brands and help solve their resourcing challenges.

Our success is down to each of our consultants and their development of long-term relationships and the trusted subject matter expert status they achieve.

We have an opportunity for an individual who will be focussed entirely on developing new and existing relationships to identify leads and opportunities within this predominantly more technical skill set environment, placing skilled individuals on a permanent and fixed term contract level.

The role will be office based with occasional travel required for pre-set appointments.

You will work with our internal team, advanced CRM and Search technology and systems to identify potential leads and develop relationships that generate business opportunities and long term successful relationships.

Working closely with the existing team to manage and nurture existing and new accounts to ensure the best level of customer service is realised. Supporting the team and customers; clients and candidates, to achieve successful recruitment solutions and the provision of a professional, quality led service.

In return we offer a professional, friendly and fun team, who provide specialist recruitment consultancy services at a mid, senior and executive management level, on a contingent and retained basis and are proud to work with some of the UK’s leading organisations and globally recognised brands.

The role will offer:

i. A competitive basic salary dependant on experience.
ii. Uncapped commission structure which offers an accumulated commission scheme of 5- 50% of billings.
iii. Opportunity to develop your own team once established market.
iv. An opportunity to work 9-5. Our contracted hours are 8.30am to 6pm but the team presently work 8.30am to 5.30pm, or 9am to 6.00pm. We run a monthly incentive where everyone can qualify to work 9-5.
v. The £100k club with uplifts in base salary and increased holiday and benefits
vi. The £150k club with uplifts in base salary and increased holiday and benefits
vii. Weekly and monthly incentives to leave early or, win a duvet morning.
viii. Half year and annual performance incentives, previous years included; VIP day at Cheltenham Races, Cooking Masterclass at Raymond Blanc’s Le Manoir, Team Building Treasure Hunts, Wine Tasting, Purnells and other Michelin * Restaurants.
ix. An extra days holiday for your birthday

Our offices are situated just 5 minutes from Lichfield Train Station which is just 40 minutes from Birmingham New Street, or Stoke on Trent stations.

Douglas Jackson are an independently owned, boutique recruitment consultancy who offer a professional, high quality recruitment consultancy and executive search services for permanent, or fixed term contract for mid and senior management level appointments.

For more information, to apply, or for a confidential discussion, please contact Michelle Ansell on 01543 231071, email: michelle@douglas-jackson.com visit us at: www.douglas-jackson.com

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.