Head of Customer Operations – Head of Operations

Job Ref: DJJM1258
Job Title: Head of Customer Operations – Head of Operations
Job Location: Crawley
Salary: Up to £75k plus bens
Employment Type: Permanent

Reporting to the Customer Service Director, this role is with 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.

Customer Success Manager (French or German Speaking)

Job Ref: DJMA1828
Job Title: Customer Success Manager (French or German Speaking)
Location: South East, London, UK
Salary: £50-60,000 bonus and benefits
Employment Type: Permanent

This is a newly created position to join a high growth, award winning, software, service and technology provider to enterprise wide organisations. You will be working with large accounts and business to business customers to add value through training, relationship management and knowledge management, delivering a high level of customer satisfaction.

They are looking for a multi-lingual professional from either a Customer Service, or Customer Success, Account or Product Management background. Fluency in English and or French, or, German will be a requirement, as the successful candidate will be working with a portfolio of international clients. The role will also require some international travel.

The business are growing fast, this is an entrepreneurial business and each day will bring a fresh set of challenges. Individuals who do well here will need to be adaptable, able to work on their own initiative and used to working to support clients, service and or product propositions in an account management, knowledge management, training, coaching capacity. Excellent communication and relationship skills will be required.

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 Vendor Manager

Job Ref: DJJM1247a
Job Title: Contact Centre Vendor Manager
Job Location: London
Salary: Up to £70,000 + bens (Pro Rata)
Employment type: 4 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 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, 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 Management Information

Job Ref: DJEM1033
Job Title: Head of Management Information
Location: Essex
Salary: up to £60,000
Employment Type: Permanent

This is an excellent opportunity for a Head of MI to provide consistent MI and statistics to the business as well as exploring customer requirements.

Responsibilities include:
• Creating and designing Management Information reports
• Maintaining information management policy, standards and guidance
• Managing and developing the information management team
• Able to support individual development
• Managing workload ensuring the effective allocation by assessing business requirements regularly
• Developing the information governance strategy and business plan
• Supporting the MI team, ensuring the life cycle of the process is managed
• Producing reports to members of the senior leadership team and stakeholders
• Developing relationships with external stakeholders

Experience required:
• Building and managing an MI function from scratch
• In-depth understanding of Power BI
• Excellent knowledge of data analysis
• Experience of designing and developing reporting models
• Previous leadership experience
• Stakeholder management

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 Operations/ Contact Centre Manager

Job Ref: DJJM1247
Job Title: Head of Operations/ Contact Centre Manager
Job Location: London
Salary: up to £70,000 + bens (Pro Rata)
Employment Type: 4 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.

Contact Centre Manager

Job Ref: DJJM1246
Job Title: Contact Centre Manager
Job Location: London
Salary: up to £50,000+ bens
Employment Type: Permanent

Reporting to the Head of B2B, 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

Head of Digital (On-line Community Content/Chat)

Job Ref: DJKG1287a
Job Title: Head of Digital (On-line Community Content/Chat)
Location: Stoke-on-Trent or London
Salary: £70k to £85k (plus 20% bonus and benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Head of Digital to manage the online community chat and join an innovative and forward-thinking digitally led organisation. The Head of Digital will oversee the “chat community” function of the business with around 7 Operations Managers and between 70 and 100fte.

This role requires you to be able to work closely with the Customer Services Director and you will be responsible for the Operations of the overall “Chat Community Team”. You will build and develop this online community along with building relations with senior internal and external stakeholders.

Responsibilities:
• Create a vision and strategy for the UK Community Chat Operations
• Work closely with stakeholders and create and engaging an exciting chat content
• Formulate key measurements to ascertain ROI and SLA
• Analyse and interpret the customers data and trends
• Manage and develop the Operations Managers

If you are interested in applying for this position, then you will need to have managed a medium to large operational team and have led a Chat, Social Media, Marketing or Digital team. They are looking for someone that has developed an on-line community chat i.e. blogs, community Facebook or business or service pages whereby people can talk collectively as a community). Someone that is passionate about delivering creativity and innovation with the team.

Drive Ambition and Innovation is essential for this role.

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 any discussions or offer any assistance regarding sponsorship.

Head of Data and Insight

Job Ref: DJEM1030
Job Title: Head of Data and Insight
Location: London
Salary: up to £80,000
Employment Type: Permanent

This is an excellent opportunity for a hybrid candidate to join an exciting organisation based in West London. You will be working with SQL and have experience using Python to manipulate data and draw insights through statistical or machine learning analyses.

Responsibilities include:
• Experience taking commercial issues and using data to deliver insight
• Converting insight into actions
• Experience using data to identify opportunities
• Monitoring web performance
• Improving site performance

Experience required:
• Experience working within a commercial business
• Analysing website traffic
• Advanced SQL
• Python
• Basic A/B test analysis experience
• Ability to analyse data
• Converting data anomalies into opportunities
• Ability to articulate findings to various stakeholders within 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.

Customer Service Manager/Operations Manager

Job Ref: DJKG1307
Job Title: Customer Service Manager/Operations Manager
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £44k
Employment Type: Permanent -Monday to Saturday (37.5 hours a week)

I am looking for a strong Customer Service Manager or Operations Manager for an organisation that is expanding their operation through people, growth, technologies and culture.

You will ensure the effective day to day management of workloads, performance and targets as well as ensuring a quality customer service. You will be part of a team of Operations Managers and report to the Head of Operations.

• Lead the operations complaint processing and reporting in accordance to the business standards
• Contribute to the departments’ operating plan process, business objectives and initiatives
• Work closely with the L&D manager to identify and support the development needs of the team
• Ensure all customers received the highest level of customer experience
• Manage, lead and support the Team Leaders

This is a fast-paced customer focused role that is in the process of major growth and transformation. They are looking for someone who is an experienced customer service or operations manager that has worked within an agile environment. This role would suit someone that has worked in that contact centre setting – automotive knowledge is 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.