Customer Service Manager

Job Ref: DJHB1030
Role: Customer Service Manager
Location: Midlands
Salary: up to £48,000 per annum
Job Type: Permanent

Are you a customer-focused individual with a passion for debt and vulnerability?
Do you have strong people leadership skills and experience within a high demand call centre environment?
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 Customer Care Manager into their contact centre. Looking after a team of between 100-150FTE, you will be responsible for ensuring that the customers are at the heart of everything that takes place on site.
The business unit are focused on the recovery of existing debts and managing customer relationships; ensuring that vulnerability is recognised and assisted as much as possible.

The role will require you to:
• Manage a dynamic and varied team of advisors to maintain key KPIs within a busy call centre environment.
• Evaluate escalated concerns and action these to provide an outcome.
• 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 within the contact centre as the business goes through a cultural evolution.

You will ideally be:
• Experienced in working within a heavily regulated environment.
• Experienced in the delivery of departments for collections, debt and/or vulnerability.
• Able to motivate and collaborate teams within a contact centre environment.
• 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 debt, collections and vulnerability areas of the business, you will need to be able to demonstrate previous experience in this 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.

Head of Operations / Contact Centre Manager

Job Ref: DJJM1239
Job Title: Head of Operations / Contact Centre Manager
Job Location: London / Middlesbrough
Salary: Up to £70,000 + bens (PRO RATA)
Employment Type: 6 Month Contract (Part-Time 4-Day Week)

Reporting to the Head of Operations, 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 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.

Senior Customer Service Manager

Job Ref: DJHC4290
Job Title: Senior Customer Service Manager
Location: South East (Coast)
Salary: Up to £60k Salary
Employment Type: Permanent

I am looking for an enthusiastic Customer Service Manager, who has experience of driving results for the customer across complaints and specialist functions.

This is a high impact role with an instantly recognisable organisation!

Responsibilities:
• Manage and assure the accelerated and effective resolution of high profile complaints
• Manage the complaints process ensuring appropriate actions are in place to enable resolution and compliance
• Lead and manage the delivery of litigation and enforcement activity to agreed timescales, outcomes and debt strategies
• Provide feedback and input to the customer strategy and relationship management teams to drive improvement in effective customer journeys
• Oversee the management of Key Accounts
• Lead and develop a diverse team to effectively deliver defined outcomes, build a high performing culture which strives to consistently improve effectiveness, efficiency and ways of working
• Drive effectiveness and efficiency of the team, actively reducing cost and improving outcomes
• Own the process for effective service delivery for vulnerable customers

Key behaviours:
• Enthusiastic and energetic
• Self-starter, resilient, focused, a real achiever of results
• Excellent stakeholder management skills
• Excellent influencer at all levels
• Engaging leader – able to communicate at all levels
• Excellent understanding of customer experience excellence

If you are interested in applying for this position, you will need to have a proven track record of driving performance teams in a complex 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 into any discussions or offer any assistance regarding sponsorship.

Head of Customer Operations – Head of Operations

Job Ref: DJJM1237
Job Title: Head of Customer Operations – Head of Operations
Job Location: Cardiff
Salary – up to £75k plus bens
Employment Type: Permanent

Reporting to the Customer Service Director, this role is within a 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. 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 into any discussions or offer any assistance regarding sponsorship.