Employee Engagement Manager – Employee Experience Manager – People Operations Manager

Job Ref: DJJM1178
Job Title: Employee Engagement Manager – Employee Experience Manager – People Operations Manager
Location: London – Greater London – South East
Salary: £40-50,000 plus bens
Job Type: Permanent

An opportunity for a People Operations Manager – Employee Engagement Manager – Employee Experience Manager to take responsibility for culture and engagement for a multi-channel, digitally aligned and rapidly growing customer contact operation, working with senior stakeholders to promote and implement cultural messages to employees and help with certain HR related issues.

The People Operations Manager – Employee Engagement Manager – Employee Experience Manager will be able to bring passion and rigor of the company ethos and promote this throughout the contact centre, as well as promoting topical information that is happening within the organisation and listening to employee feedback, fielding questions and delivering parts of internal communications. The role holder will aim to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the People Operations Manager – Employee Engagement Manager – Employee Experience Manager, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

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 service levels. Input into strategy, development of continuous improvements and dealing with employee enquiries and concerns will be part of your responsibilities.

Some of the duties will include:
• Reviewing and managing employee engagement within the contact centre
• Delivering strong people leadership skills in an operational environment
• Positively influence and contribute to the team culture
• Motivate, train, coach and develop staff in the Contact Centre
• Work Closely with Senior customer service staff to deliver a positive and progressive employee experience
• Drive communications between the organisation and all staff, promoting and delivering engaging communications to all staff
• Support senior stakeholders to field questions, queries and concerns expressed by staff on certain culture or development issues

If you are interested in applying for this position, you will need a proven track record within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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.

Trainer – Training Manager – temp contract (12 Months) – fixed term contract

Ref: DJJM1176
Role: Trainer – Training Manager – temp contract (12 Months) – fixed term contract
Location: London – SOUTH EAST
Salary: Up to £35k plus bonus and benefits
Job Type: Temporary / fixed term contract

An excellent opportunity has arisen within a well established company based in London who are looking to recruit a Trainer for their contact centre in London.

The successful candidate will be really focused on improving the knowledge and skills of the Contact Centre and be able to deliver comprehensive training to both new starters and upskilling existing staff.

The aim of the role of Trainer is to provide a training and management support function for the contact centre. You will create and deliver training programmes for new and existing members of the contact centre to improve their knowledge and skills in dealing with customer enquiries. You will monitor and coach colleagues to achieve targets and work closely with the managers and their colleagues to identify gaps in knowledge and responding with coaching support. You will also identify training needs and planning programmes. The ideal candidate will have the ability to think outside of the box and be able to regularly review and improve and update training material. The role will include handling administration, for example: completion of management duty rota.

The successful candidate will have:
• At least 12 months training or leadership experience within a contact centre environment.
• Experience of managing people and be able to lead and motivate others to deliver excellence in customer service.
• Excellent organisational skills.
• Excellent time management 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.

Contact Centre Manager/Customer Experience Manager

Job Ref: DJMA1768
Job Title: Contact Centre Manager/Customer Experience Manager
Location: South East, Essex, East London
Salary: £30,000- 40,000 base salary dependent on candidate plus 15% bonus and bens.
Type: Permanent

An opportunity to join an organisation in the Sunday Times Fastrack league table, a fast growing, multi-channel, international customer contact centre for an experienced Customer Service Manager, Contact Centre Manager, Senior Team Manager.

Managing a small but passionate customer service team. The Contact Centre Manager will report to a senior Director and will help drive the best possible customer experience, motivate, train and coach a motivated forward thinking team and look for continuous improvement and development of future customer strategies.

Some of the responsibilities will include:
• Leadership and development of your team to achieve a great customer service and strategic objectives.
• Oversee the day to day customer service delivery.
• Take full control of budgets and KPI delivery
• Resource planning

Development of future strategy to achieve improved performance, growth and an enhanced customer experience across a multichannel, international customer contact centre.
If you are interested in applying for this position you will need a proven track record of engaging and motivating teams in a customer facing environment. Be able to work under your own initiative and contribute too best practice and future strategies.

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.

Search Engine Marketing Analyst / SEM Analyst

Job Ref: DJPF1210
Job Title: Search Engine Marketing Analyst / SEM Analyst
Location: Oxford / South East
Salary: £34,000 Plus 10% Bonus
Employment Type: Permanent

As the Search Engine Marketing Analyst you will responsible for driving profitable growth in the paid search channel. You’ll play a key role in roadmap development, project management and performance analysis for the paid search channel. As SEM Analyst you will be expected to draw actionable conclusions from internal and external data sources that can be measured and reported on. You will uncover growth opportunities, test and implement new strategies, and work cross functionally as required to execute your findings and recommendations.

Some of the Responsibilities include:
• Independently manage paid search projects from inception to completion. Serve as the day to day contact across analytics, engineering, and marketing teams to ensure your projects stay on schedule and in scope.
• Proactively identify opportunities for growth and optimisation through data analysis
• Develop a strategy to improve market share in a highly saturated and competitive market.
• Develop, monitor and report to management on paid search Key Performance Indicators.
• Generate weekly and monthly performance and pacing analysis to deliver to upper management.
• Serve as the paid search expert through monitor industry trends and educating our team on new opportunities.

If you are interested to apply:
• The ability to immediately enhance a high performance paid search team.
• Confidence to challenge the status quo.
• Relevant experience in digital marketing or analytics; preferably with exposure to paid search.
• Exceptional problem solving, quantitative and analytical skills with practical experience.
• Results orientated with a “hands on” attitude and proven ability to execute.
• Advanced Excel skills, SQL experience also a plus.

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 Management Information Analyst / Senior MI Analyst

Job Ref: DJPF1209
Job Title: Senior Management Information Analyst / Senior MI Analyst
Location: Eastbourne / South East
Salary: £40,000 plus 5% bonus
Employment Type: Permanent

As the Senior Management Information (MI) Analyst you will provide MI and analytical support to leadership and operations through the delivery of regular management information, and specific analytical projects/reports, with actionable insight.

Some of the Responsibilities include:
• As the Senior MI Analyst you will delivery regular management information with actionable insight.
• Provide ad hoc information and insight to internal stakeholders
• Help to build analytical capability within the team
• Review the quality of the work undertaken, by yourself and colleagues, to ensure analytical objectives have been met and that the data provided is of high integrity

If you are interested to apply:
• Strong track record of taking a proactive approach in identifying opportunities to improve performance and solve these through a combination of quantitative analysis and business insight, delivering clear actionable recommendations
• Confidence in building networks throughout the business, liaising at a senior level, and driving change
• Confidence using various analytical methods to deliver your work
• Highly numerate and IT literate, with a genuine passion for data
• Excellent communication skills
• Strong attention to detail
• Experience using statistical or reporting packages (e.g. R / Python / SPSS / Tableau)

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.

Management Information Manager / MI Manager

Job Ref: DJPF1208
Job Title: Management Information Manager / MI Manager
Location: Eastbourne / South East
Salary: £60,000 plus £5k car allowance and 10% bonus
Employment Type: Permanent

As Management Information (MI) Manager you will take a lead in companywide projects to drive forward change, champion analytical excellence, and use data and analytics to break down and solve complex business problems.

As the MI Manager you will be a strategic thinker who is confident using structured thinking to break down complex business problems. You will be proactive in engaging stakeholders throughout the business and have experience with developing colleagues and the ability to motivate both direct reports and wider stakeholders.

Some of the Responsibilities include:
• Providing thought leadership to the analytical function to support the delivery of team wide objectives
• Engaging senior stakeholders
• Collaborating on high profile projects that require rapid pace and lateral thinking
• Responsibility for the line management of Analysts

If you are interested to apply:
• Delivering actionable analytics and commercial insights that generate value
• Experience in leading company-wide projects, or having senior participation within a large project
• The capability and desire to build strong networks throughout the business, acting as an advocate for the team and department
• Proven experience of driving and embedding analytical excellence
• Excellent numerical and analytical skills
• Advanced skills in use of MS office applications (Excel and Powerpoint), and statistical software packages (e.g. SQL, R, SAS, Python)
• Excellent communication skills and ability to influence others

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.

Training and Quality Manager – L&D – Contact Centre – Customer Service

Job Ref: DJJM1174
Job Title: Training and Quality Manager – L&D – Contact Centre – Customer Service
Location: London – Greater London – South East
Salary: £40-50,000 plus bens
Job Type: Permanent

An opportunity for an experienced Training Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation including training for new recruits and managing the compliance and quality within the contact centre.

The Training Manager will be able to bring passion, rigor and the ability to develop and implement a training and quality assurance operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Training and quality Manager within the contact centre, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for training, nurturing, coaching and developing new starters and deliver a positive, engaging training programme, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

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 service levels. Input into strategy, development of continuous improvements and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:
Reviewing and managing quality and compliance levels throughout the contact centre
Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, train, coach and develop staff in the Contact Centre
Provide Training to deliver exceptional customer service via phone, email, live chat and social media
Drive continuous improvement ethos within the training department, throughout the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Training Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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, 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.

Team Leader

Job Ref: DJMA1757a
Job Title: Team Leader
Location: Kent
Salary: £28-32,000 plus bonus bens
Employment Type: Permanent

Opportunity for an experienced Team Leader/Team Manager to take responsibility for a multi-channel and administration focussed customer contact operation.

The organisation offers a friendly, fun and positive environment, where personal development is encouraged.

You will work with the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Customer Service Advisors to enhance their skills and performance levels.

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 service levels.

Some of the duties will include:

Full line management responsibility for all the team including objective setting, performance appraisals, coaching, training and development
Act as an escalation point for internal and external customers
Develop and maintain relationships with internal and external customers and stakeholders
Support projects and developments which will drive continuous improvements and change
Work with the Customer Service Manager to senior management team to ensure SLAs are achieved

The successful candidate will have previous team management experience within a customer service contact centre environment. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, excellent communication and coaching 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 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, 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.

Financial Promotions Officer – Financial Correspondence/ Financial Compliance

Job Ref: DJAD1061
Job Title: Financial Promotions Officer – Financial Correspondence/ Financial Compliance
Location London, Greater London, South East
Salary: £45,000 plus benefits
Employment Type: Permanent

A great opportunity for someone passionate about delivering excellent customer experience and fair communication to customers. The Financial Promotions Officer will be responsible for reviewing and signing off Financial promotions in print and digital media, created by both internal business teams as well as client teams to ensure they are clear, fair and not misleading.

Some of the Responsibilities include:
• Approve Financial Promotions, across a variety of media to make sure they comply with all relevant regulations and our own internal guidelines while still being innovative and effective.
• Provide guidance and constructive feedback to stakeholders including clients to drive Right First Time ethos and minimise rework across the teams.
• Drive the embedding of a customer first approach in the business
• Adhere to required record keeping practices. Support the development and delivery of policies, procedures and reporting that are practical, drive continuous improvement and meet regulatory requirements.
• Stay informed about legislation and rulings by ASA, FCA and other relevant regulatory bodies and use this knowledge to improve our Financial Promotions
• Work closely with other teams, such as the digital and creative services teams, to ensure clear communication about requirements and timely delivery of projects.
• Assist with the development and roll out of Terms & Conditions – enhancing existing ones and developing new ones.

If you are interested to apply:
You will have held a similar role within a financially regulated environment and will be aware of current legislation.

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

Job Ref: DJAD1060
Job Title: Customer Experience Manager / Customer Journey Manager
Location London, Greater London, South East
Salary: £60k plus bonus and benefits
Employment Type: Permanent

An opportunity to be a part of an exciting time to be part of a first-class team on a sizeable transformation journey. There is a requirement to implement a significant amount of change to the business and the Customer Experience Manager will be a crucial part of this.

On a day to day basis the Customer Experience Manager role will involve:
• Gathering and understanding all requirements from key stakeholders – touchpoints, outputs, journeys and reporting
• Setting up feedback surveys across the customer journey i.e. joiners, in life (claims) and renewals/ leavers, including complaints and online and offline channels – including non-customers i.e. potential joiners not converting earlier in the journey
• Integrating the survey platform and internal customer data sources to ensure automated and real-time customer feedback for any existing or new relationships and journeys.
• Setting up and managing regular (weekly/ monthly/ quarterly) reporting of customer feedback by each journey and touchpoints, meeting stakeholder’s requirement.

In order to make Customer’s journeys better you will have:
• Your experience with CX survey platforms tools (i.e Qualtrics, Rant, Rave or similar)
• Your ability to manage suppliers and set up/manage VOC programmes
• Your 3-4 years experience (desirable) in research – client or agency side
• Your previous experience in qualitative and quantitative research

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.