Head of Customer Service

Job Ref: DJMA1771
Job Title: Head of Customer Service
Location: South East, Essex, Ipswich, South Anglia, East London, London
Salary: £50,000- 70,000 base salary dependent on candidate plus 15% bonus and bens.
Job Type: Permanent

An opportunity to join a growing retail and ecommerce business for an experienced senior customer service leader. Using your skills and expertise you will help guide and develop this operation through rapid growth, developing their employee and customer experience strategy.
You will work with the senior stakeholders to identify and understand the voice of the customer, developing root cause analytics and trends, you will be able to prepare and present continuous improvement to eradicate and smooth any potential customer issues.

The business is growing 30% year on year and as such expectation around the development of their recruitment, onboarding, training, retention, tools and technologies to ensure a continued exceptional customer service is high.

As a rapidly growing business, although this is a senior leadership position, you will also be hands on and highly visible across both the customer contact centre and wider operation.
If you are interested in applying for this position you will need a proven track record of working within an online, retail, ecommerce environment and a good idea of growing and scaling a customer operation including development of process, tools and technology.

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.

Customer Experience Manager – Customer Journey Manager – Roadmap Manager – Digital Journey Manager

Job Ref: DJJM1180
Job Title: Customer Experience Manager – Customer Journey Manager – Roadmap Manager – Digital Journey Manager
Location: Slough – Maidenhead – Reading – High Wycombe – Basingstoke – Berkshire – South East
Salary: Up to £60,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Customer Experience Manager – Customer Journey Manager to take responsibility for a multi-channel, digitally aligned and ever evolving customer experience operation.

As the Customer Experience Manager – Customer Journey Manager within customer service, you will work with the senior customer management team to identify and develop the best customer journey through every channel, using insight, data and market intelligence to drive a positive Customer Journey and have a positive impact on NPS/CSAT scores.

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 outcomes.

Some of the duties and responsibilities for the Customer Experience Manager – Customer Journey Manager will include:

• Champion the design and implementation of the customer journey over every customer channel.
• To build and maintain solid long-term relationships with internal stakeholders
• To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
• 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 the customers

If you are interested in applying for this position, you will need a proven track record as a Customer Experience Manager – Customer Journey Manager, working with a team of customer service professionals 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 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.

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

Job Ref: DJAD1064
Job Title: Contact Centre Manager
Location: London, Greater London, South East
Salary: £60,000
Employment Type: Permanent

Are you passionate about delivering best in class customer experience? Do you have experience in creating a contact centre and supporting staff through this? If so a world class brand may have the perfect role for you as their Contact Centre Manager. Reporting into the Head of Contact Centre the role will support the people through implementation whilst being always hands on in delivering the performance of the contact centre through engaging employees and promotion best in class Customer Experience.

Some of the Responsibilities include:
• To manage, motivate and develop a team of circa 40fte, including team managers and support staff.
• Create a strategy and vision for the team to support the delivery of operational KPI’s
• Work with the team to ensure optimal resourcing
• Work across departments to create and deliver exceptional service for multiple products and services

The successful candidate will have experience managing a contact centre, will be passionate about employees and their development and ultimately be driven by providing world class customer experience, whilst ensuring the team is motivated to do the same.

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.