Verification Team Manager – International

Job Ref: DJHB1009
Job Title: Verification Team Manager – International
Location: Kent
Salary: up to £33,000 plus bonus bens
Employment Type: Permanent

Are you an experienced verifier who’s looking for the next step up?

Do you have experience within a highly regulated environment verifying aligned with anti-money laundering regulations for the international market?

Then this role could be just what you’re looking for.

An excellent opportunity has arisen for an experienced Team Manager to take responsibility for a diverse team focussed on verification operations for charity services business in the UK heading up their verification team for international business.
The organisation offers a friendly, fun and positive environment, where personal development is encouraged.
You will support the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve the accuracy of verification measures.
You will take full ownership and responsibility for your team, nurturing, coaching and developing your verifiers to enhance their skills and performance levels; working in an autonomous working environment to achieve deadlines within a high-pressured environment.
You will be directly line managing a diverse team of 15 FTE providing all individuals with feedback on successes as well as encouraging personal development and tailored training for all team members.

The ability to prioritise and set daily tasks across the team will be an imperative part of the position, 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:
• Responsible for approving international charity verification cases; meaning that you will be required to have experience with anti-money laundering regulations.
• Full line management responsibility for all the team including objective setting, performance appraisals, coaching, training and development
• Act as an escalation point for issues with verifications.
• Support the Senior Management team in the delivery of business operations.
• Develop and maintain relationships with internal and external customers and stakeholders
• Completing quality assessments in line with the internal quality framework.
• Leading the performance management for the business.

The successful candidate will have previous direct team management experience. You will also have worked within a legal and regulatory financial setting with exposure to AML and KYC settings in the international markets. Any exposure to the international charity regulations would be a huge advantage. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, with 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 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.

Verification Team Manager – UK

Job Ref: DJHB1008
Job Title: Verification Team Manager – UK
Location: Kent
Salary: up to £30,000 plus bonus bens
Employment Type: Permanent

Are you an experienced verifier who’s looking for the next step up?
Do you have experience within a highly regulated environment verifying aligned with anti-money laundering regulations?

Then this role could be just what you’re looking for.
An excellent opportunity has arisen for an experienced Team Manager to take responsibility for a diverse team focussed on verification operations for charity businesses in the UK.

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

You will support the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve the accuracy of verification measures.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your verifiers to enhance their skills and performance levels; working in an autonomous working environment to achieve deadlines within a high-pressured environment.

You will be directly line managing a diverse team of 12 FTE providing all individuals with feedback on successes as well as encouraging personal development and tailored training for all team members.

The ability to prioritise and set daily tasks across the team will be an imperative part of the position, 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:
• Responsible for approving UK charity verification cases; meaning that you will be required to have experience with anti-money laundering regulations.
• Full line management responsibility for all the team including objective setting, performance appraisals, coaching, training and development
• Act as an escalation point for issues with verifications.
• Support the Senior Management team in the delivery of business operations.
• Develop and maintain relationships with internal and external customers and stakeholders
• Completing quality assessments in line with the internal quality framework.
• Leading the performance management for the business.

The successful candidate will have previous direct team management experience. You will also have worked within a legal and regulatory financial setting with exposure to AML and KYC settings. Any exposure to the UK charity regulations would be a huge advantage. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, with 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 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.

Customer Services Team Leader

Job Ref: DJKG1281
Job Title: Customer Services Team Leader
Location: Oxford
Salary: £30k plus bonus and benefits (depending on experience)
Employment Type: Permanent

This is a fantastic opportunity for a Team Leader or Team Manager to join an innovative and forward-thinking organisation.
This role requires you to be able to work closely and report to the Customer Care Manager in a multinational, fast paced and entrepreneurial environment.

As the Customer Service Team Leader some of your responsibility will be:

• Regularly monitor and provide feedback on calls and emails and to measure the quality by analysing customer satisfaction
• Provide strong leadership skills for the team enhancing their own career development
• Ensure the team deliver outstanding Customer Service and work closely with the Customer Care Manager

If you are interested in applying for this position, you will need to have experience as a Team Leader or Team Manager, within a customer service or contact centre setting.

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.

Quality Coach / Trainer – Customer Services – 12 month FTC

Job ID: DJHB1004
Job Title: Quality Coach / Trainer – Customer Services – 12 month FTC
Location: Kent
Salary: up to £25,000 + 10% bonus bens
Employment Type: 12 month FTC

Are you an experienced coach / trainer with experience working for a luxury retail brand or within a contact centre environment?

Are you interested in a position that’ll allow you to enhance the customer service levels within a training and coaching environment?

If so, this could be just the opportunity for you!

This opportunity is for an experienced coach or trainer from a retail or luxury brand to join an established business in Kent who’re expanding.
Working with a team of around 40 agents, you will be responsible for the delivery of quality coaching, training and improving the performance of the team who are dealing with customer complaints and queries via phone and email.

Responsibilities will include but are not limited to:
• Working closely with the businesses departments, coaching and mentoring team members within a contact centre environment; monitoring both calls and emails.
• Identifying improvements in quality and best practice.
• Creating key, achievable KPIs to measure team performance, ensuring that each person’s role is tailored effectively.
• Experienced in the customer service environment with the capacity to manage and implement change within the business through structured training and development plans tailored to the individual.

The successful candidate will have previous team coaching, mentoring or training experience within a modern customer service focussed environment; ideally from a retail or luxury brand. 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 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.

Contact Centre Manager (Outbound Sales)

Job Ref: DJKG1270
Job Title: Contact Centre Manager (Outbound Sales)
Location: Essex
Salary: £40k to £50k
Employment Type: Permanent – Monday to Friday (with occasional weekends)

An exciting new position has become available for a Sales Contact Centre Manager working for a European Award winning and growing organisation. You will have 2 direct reports and manage and lead a 100fte contact centre. This role reports to the Operations Director.

The main focus for this role is to head up the inhouse outbound sales teams on behalf of some well-known brands, with the primary focus on B2B sales strategy and campaigns

• Manage working relationships with external and internal stakeholders
• Support, coach and lead your Team Managers to ensure high quality performance is driven throughout the teams
• Forecast revenue sales internally and externally for stakeholders
• Lead and manage Team Managers to ensure that the KPI’s and SLA’s are achieved and maintained

You will need to have managed a busy contact centre and have experience in leading an outbound sales team. The ability to analyse and present data is a strong advantage. You will need to be able to showcase your success on forging strong working relationships with external and internal stakeholders.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter any discussions or offer any assistance regarding sponsorship.

Head of Customer Service

Job Ref: DJHC4278
Job Title: Head of Customer Service
Location: South East
Salary: Up to £95k salary + bonus + benefits
Employment Type: Permanent

I am looking for a results driven Head of Customer Service, who has experience of driving results for the customer across Customer Experience, and managing operational teams.

Responsibilities:
• Lead the Customer Operations Team (50FTE), including Complaints and Customer Insight
• 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
• 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
• Manage the head count to ensure operational excellence is achieved, whilst remaining within budget
• Set appropriate metrics and SLA’s to ensure performance is at an optimal level in both customer service and overall customer experience
• Drive Customer Experience across the business repairing and streamlining elongated processes
• 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 high performance teams 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.

Vendor Manager (Operations)

Job Ref: DJKG1280
Job Title: Vendor Manager (Operations)
Location: London (occasional travel)
Salary: £48k plus 10% annual bonus with some outstanding company benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Vendor Manager to join an innovative and forward-thinking E-commerce and Technology driven organisation.
This role reports to the EMEA Customer Experience Manager and your role will be to manage the outsourced contact centre which is offshore and liaise with and built relations with the other teams through Europe and America in preparation for product launches.
This role requires someone that has previous experience as a Vendor Manager and has worked with European and International market space

• To maintain and improve the offshore Contact Centre operations by monitoring performance and collecting, analysing and reporting on data trends
• Working closely with quality assurance, resolutions and training teams
• Understand the voice of the customer representing success and pain points
• Working and building relationship with internal and external stakeholders through the UK and EMEA

If you are interested in applying for this position, you will need to have solid experience as a Vendor Manager and be a self-starter. Someone that has worked for a start-up organisation would be suitable for this role. You must have experience working with the EMEA space and have strong analytical and strategic skills.

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 Team Member – Contact Centre Collections Advisor – Debt Recovery Specialist

Job Reference: DJJM1210
Job Title: Collections Team Member – Contact Centre Collections Advisor – Debt Recovery Specialist
Location: London – South East
Salary: £28k – £30k
Employment Type: Permanent

An opportunity for an experienced Collections Team Member – Contact Centre Collections Advisor to take responsibility for the collections and credit control for customers who have missed a payment date, it is multi-channel, digitally aligned operation within a rapidly growing organisation.
The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As a collections team member, you will work with the collections team manager to identify venerable customers and work with customers to resolve outstanding debt and resolve any outstanding payments. This is 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 your customer base, supporting them through the process and arranging payment plans specific to customers situation and needs to ensure that the outstanding debt is properly managed and ultimately repaid in a fair and compassionate way.

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 and responsibilities for the – Collections Team Member – Contact Centre Collections Advisor will include:
• Delivering strong debt collection skills in an operational environment
• Positively influence and contribute to the team culture
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• 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 Collections Advisor, working within a team of collection advisors across phone, email and live chat and be able to show a clear understanding of FCA regulation. 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.