Senior Web Analyst

Job Ref: DJEM1025
Job Title: Senior Web Analyst
Location: South East
Salary: up to £40,000
Employment Type: Perm

An excellent opportunity for an experienced Senior Web Analyst to join a growing team to help advance their capabilities.

Responsibilities include:
• Creating online reporting and insight, experience using Adobe Analytics & SessionCam is essential for this role
• Web development changes to improve insight e.g. site data layer & tagging
• Improving online customer ID’ing levels
• Spec’ing offline data feed provided using SQL analysts
• Uploading and managing offline data
• Providing insight into the effectiveness of online tests
• Exporting data for use in offline analysis & modelling
• Training SQL analysts
• Sharing online analytics best practices with other web analysts across the business
• Cross-training SQL analysts in online analysis
• Creating online MI & Reporting for marketing campaigns

Experience required:
• Demonstrable web analytics skills
• Adobe Analytics (or equivalent)
• Knowledge of tag management solutions like Adobe’s DTM & Google’s GTM
• Session recording using tools like SessionCam (or equivalent)
• A/B testing and personalisation using tools like Adobe Target (or equivalent)
• Email marketing experience
• Understanding of digital and direct marketing
• Strong Excel skills
• Coding experience desirable (e.g. javascript, SQL)

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 / Customer Service / Operations Manager

Job Ref: DJKG1303
Job Title: Contact Centre / Customer Service / Operations Manager
Location: Essex and Greater London
Salary: £35k to £40k
Employment Type: Permanent: Monday to Friday

I am looking for a Contact Centre Manager / Customer Service Manager or Operations Manager that has managed contact centre teams through change and transformation. This well-established client may be able to start the successful person immediately if available.

You will be part of a team of Contact Centre Managers who report to the Head of Customer Services and have 3 Team Leaders with the overall contact centre running at 150fte.

This is a pivotal role within this organisation. The main remit for this role is to reshape and upgrade processes, procedures and systems of the busy contact centre along with looking at training and development within the team.

• Provide direct line leadership and management for the team leader
• Empower the team leader through training and development and execute outstanding customer service
• Promote processes to the team leaders around 121’s, timekeeping, training etc to implement within the contact centre
• Have experience working within a contact centre that is undergoing change and transformation around culture, people, processes and technology

This is a fast paced organisation that can deal with vulnerable people and situations, so an element of empathy and ability to act efficiently is paramount. This role would suit someone that understands the challenges of taking people through transformation in all areas of a contact centre and can really get involved and promote the changes to the team leaders and wider functions of the contact centre.

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.

CRM Executive

Job Ref: DJEM1024
Job Title: CRM Executive
Location: South East
Salary: up to £26,000
Employment Type: FTC 12months

An excellent opportunity for an experienced CRM Executive to join the Marketing function of a growing business.

Responsibilities include:
• Creating multi-channel marketing campaigns using Adobe campaign
• Planning & building multi-channel customer journeys
• Planning, Designing and Executing data selections for mail and email activity
• Ensuring data is flowing correctly on campaigns, the customer journey is working as per expectations and analyse the campaign performance
• Analyse data and implement findings for use in marketing campaign

Experience required:
• Previous direct marketing experience
• Experience in running data checks
• A/B testing and analysis
• Managing multi-channel marketing campaigns
• Experience managing different stakeholders
• Experience using Adobe Campaigns
• Good Excel skills

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.

Commercial / Pricing Analyst

Job Ref: DJEM1023
Job Title: Commercial / Pricing Analyst
Location: Kent
Salary: up to £30,000
Employment Type: 11 month FTC

An excellent opportunity for a Commercial Analyst to help support a travel function of a business. They are willing to provide training to anyone with the enthusiasm to learn if you feel you lack in skills. A unique opportunity for someone who is looking at breaking into the commercial market.

Responsibilities include:
• Pricing for all holiday products to ensure that optimal profitability is achieved
• Delivering campaign, price and product activity
• Support maximising sales and assist the purchasing team in promoting destinations and product
• Work with the Product Managers & Purchasing Managers to provide insightful data for product negotiations
• Assist with regular rolling forecasts
• Support delivering actions and strategies for each of the destinations
• Analyse weekly reports and make necessary pricing and yield decisions

Experience required:
• Excellent understanding of pricing processes, commercial issues and impact on wider business
• Ability to monitor trends and patterns in business performance
• Knowledge or interest in the Travel industry – Desirable, no essential
• Ability to set and follow through clear targets
• Good IT & understanding of Microsoft Office
• Ability to work under pressure and to tight deadlines
• Strong interpersonal skills
• Excellent communication skills
• Persuasion, negotiation, reasoning and problem-solving skills
• Initiative, diplomacy, tact and sound judgement

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.

Trainer (Contact Centre)

Job Ref: DJKG1302
Job Title: Trainer (Contact Centre)
Location: Hertfordshire and the Greater London area
Salary/OTE: £30k to £35k
Employment Type: Permanent

This is a fantastic opportunity for an experienced Trainer who has worked in a contact centre/customer service setting to join an outstanding market leading organisation within a service environment.

This is an established company and as Trainer you will be part of a small team and play a pivotal role in the organisation working closely with the Quality Team. This role is focused on the onboarding training and will report into the Training and Quality Manager.

As the Trainer some of your responsibility will be to:
• Plan, design, deliver and manage the induction and ongoing training events
• Evaluate the effectiveness and efficiency with various induction and training events
• Upskill Customer Operations Team
• Ensure you deliver end to end training

If you are interested in applying for this position, you will need to have a passion for delivering exceptional Training with a natural energy to deliver onboarding training. This role would suit someone that has been a trainer within a contact centre or customer service centre.

The role is Monday to Friday and may require occasional flexible hours.

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.

Collections Manager

Job Ref: DJHB1029
Role: Collections Manager
Location: London
Salary: up to £60,000 per annum
Job Type: Permanent

Are you experienced in the creation of processes and strategy within a debt collection environment?
Would you like the opportunity to create and form a department from scratch?
Are you use to working within a highly regulated industry sector?
We’re currently working closely with a disrupter within the market who are looking for someone to work in an autonomous and very hands-on role to create a collections department within a dynamic business in the London area.

Having the opportunity to be a big part of the business’ acceleration and growth plans, you will be building a team of collection specialists to work with you on the journey of the business.
This role is pivotal in leading the direction of best practice within the business aligned with regulatory guidance, so experience of doing so in a previous role is paramount.

Responsibilities will include:
• Implementing strong processes and procedures to ensure that the business is aligned with industry best practices to deliver the Collections function within the wider organisation.
• Monitoring inbound and outbound Collections activities.
• Establishing and maintaining strong stakeholder relationships.
• Creating and implementing billing and debt collection processes.
• Promoting customer engagement and experience within the remit of their products and services.

You will ideally be:
• Able to demonstrate a track record in the B2C market for Customer collections, the implementation of customer technologies.
• Of entrepreneurial spirit with a can-do attitude whereby you are happy to engage in a diverse range of tasks.
• Excited by the challenge of a start-up environment and by the change and continuous improvement.
• Ambitious, driven through self-motivation and resilient.

This is a fantastic opportunity for a proven individual to learn and grow and part of a dynamic start-up team.

All they’re looking for from you is the drive and enthusiasm to assist with the launch of the business, as well as the right attitude and aptitude to enhance this leading product into the luxury retail sector!

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.

UX Manager

Job Ref: DJHC4294
Job Title: UX Manager
Location: South East
Salary: Up to £55k salary
Employment Type: Permanent

We are looking for an experienced UX Manager to lead the Digital UX, creating governance as well as being creative and innovative. This role requires somebody with a passion for Digital Customer Experience, specifically user experience, interaction design, navigation and information architecture.

Responsibilities:
• To continuously advocate the customer across functions
• Manage a team of contract and UX Managers
• Lead on large-scale website re-design that links to the overall Digital Strategy, ensuring that user experience roadmap items are business cased and change is managed appropriately
• Utilise data to optimise performance across the function
• Manage 3rd party relationships to create pivotal web experiences
• Responsible for Accessibility accreditation targets
• Support and proactively identify improvements to achieve CSAT and maximise the Customer Experience
• Creation and rollout of visual design to be used by the Content and Development teams
• Research of UX/UI, user-centred design and interaction design trends

Key behaviours:
• A UX Manager who can succeed in a complex and challenging environment
• A customer advocate who will always look at how to achieve best outcomes for the customer
• Solutions driven
• Hard working
• Resilient
• Influential and a great communicator at all levels
• Be passionate about digital and advocating best practise

If you are interested in applying for this position, you will need to have a proven track record within digital communication improving User and Customer 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 in to any discussions or offer any assistance regarding sponsorship.

Director of Operations (Asset Management & Repairs)

Job Ref: DJHC4293
Job Title: Director of Operations (Asset Management & Repairs)
Location: South East / South Coast
Salary: Up to £120k salary + bonus + benefits
Employment Type: Permanent

I am looking for a commercial and customer centric Director of Operations, to take ownership of the repairs, major works, and Asset Management teams.

This is a commercial and customer focused role, with an innovative and forward-thinking organisation in the Housing Sector.

Responsibilities:
• Responsible for the development and delivery of the organisations Business Plans, leading operations across Asset Management, large scale works and repairs
• Take total ownership of the Profit & Loss for the function
• Focus on effective asset management ensuring profitability and delivery of budget
• Effective leadership and development of the teams to deliver quality services within budget
• Maintain and develop a range of strategic and operational relationships internally and externally in support of mutually beneficial approaches to business plans and growth
• Target portfolio growth through effective and efficient Asset Management
• Provide professional leadership at all levels, role modelling company behaviours and values
• Identify the needs of the customers, with regards to safety, paying particular attention to vulnerable customers, keeping the property portfolio exceptionally well maintained in line with business standards

Key behaviours:
• Demonstrable experience of successful Asset Management in either social housing or a similar industry
• Experience of managing property repairs at a strategic level
• High level of commercial acumen
• Self-starter, resilient, focused, a real achiever of results (customer & commercial)
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo
• Energetic & enthusiastic

If you are interested in applying for this position, you will need to have a proven track record of improving commercial and operational delivery in social housing or related industries.

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.

Director of Customer Operations

Job Ref: DJHC4292
Job Title: Director of Customer Operations
Location: South East / South Coast
Salary: Up to £120k salary + bonus + benefits
Employment Type: Permanent

I am looking for an exceptionally people focused Director of Customer Operations who has experience of driving results for the customer across Customer Experience and managing operational teams.

Responsibilities:
• Lead the Customer Operations Team (200FTE), including Customer Service, Customer Experience, Customer Insight, compliance and field based operations
• Through analysing customer needs, build a market leading Customer Experience process and monitor and improve this across the operation, and cross functionally
• Support customers throughout the customer journey ensuring they have an appropriate and exemplary level of support
• Drive the new multi-channel Operating Model embracing the people focused culture and tasking the operation on a journey
• Lead the development and training of the operational teams to successfully support customers through their customer journey and embed strategies and processes to improve service
• Set appropriate metrics and SLA’s to ensure performance is at an optimal level in both customer service and overall customer experience
• Represent Customer Experience excellence across the organisation, being the businesses Customer Advocate

Key behaviours:
• Self-starter, resilient, focused, a real achiever of results
• Excellent understanding and customer journey mapping and customer experience
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo

If you are interested in applying for this position, you will need to have a proven track record of leading large scale change whilst increasing performance in a multi-channel 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 in to 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.