Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager – Project Manager

Job Title: Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager – Project Manager
Location: Swindon – South West
Salary: Up to £45,000 plus bens
Job Type: Permanent

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

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

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible outcomes.

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

• Champion the design and implementation of the customer journey over every customer channel.
• To build and maintain solid long-term relationships with internal stakeholders
• To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
• Drive continuous improvement ethos within the 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 Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager – Project Manager working with a team of customer service professionals to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

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

Follow us on Twitter @callcentrejobs1

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

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Forecasting Analyst

Job Ref: DJPF1244
Job Title: Forecasting Analyst
Location South West/Midlands
Salary: £27,000
Employment Type: Permanent

As the Forecasting Analyst, you will Support the Operations ensuring they have the right people in the right place with the right skills, delivering a quality service that delights the customer. You will be responsible for Forecasting the Contact Centre demand.

Some of the Responsibilities include:
• Conduct analysis of historical data
• Produce forecast and capacity plans for a multi-channel Contact Centre
• Perform basic modifications in the scheduling system of daily and weekly projected trends and volume
• Monitor trending of average handling time (AHT) and real-time volume, making changes to forecasting as necessary

If you are interested to apply:
• Intermediate knowledge of Microsoft Word and Excel
• Experience with data analysis
• Knowledge of forecasting methods and their applications
• Understanding of Contact Centre Planning theory (Erlang and simulation) and how to apply that without the use of a WFM tool

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.

Resource Planning Manager

Job Ref: DJPF1243
Job Title: Resource Planning Manager
Location South West/Midlands
Salary: £40,000
Employment Type: Permanent

As the Resource Planning Manager, you will Support the Operational Strategy by ensuring the business has the right people in the right place with the right skill, delivering a quality service that delights the customer. You will manage the Resource Planning team to ensure delivery of long, medium and short term plans.

Some of the Responsibilities include:
• Deliver an innovative workforce agility strategy that ensures optimal schedule effectiveness while also supporting enhanced employee satisfaction, minimisation of external attrition and delivering year on year Cost Per Minute reductions
• Direct line management responsibility for Planning Specialists, delivering coaching and performance management on a regular basis, both face to face and using remote methods
• Support the creation and delivery of alternative operating model scenarios covering two to five year window, including recommendations on resourcing, technology investment and location of services
• Act as SME in the use of the company’s WFM tools, suggesting and driving future changes/enhancements

If you are interested to apply:
• Extensive experience in WFM in a fast paced customer focused environment
• In depth knowledge of WFM methodologies and technology
• Strong working knowledge of management reporting tools and processes within the contact centre industry (ACD, CRM, e-mail etc.)
• Advanced IT skills, specifically MS Excel
• Excellent influencing and relationship building / interpersonal 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 (Senior Contact Centre Manager)

Job Ref: DJMA1783
Job Title: Contact Centre Manager (Senior Contact Centre Manager)
Location: Gloucestershire (South West/Midlands)
Salary: £55-65,000 base including car allowance, bonus, bens, life, pension etc
Job Type: Permanent

An opportunity for a creative, professional contact centre leader who is looking to move and function beyond a traditional contact centre manager role. This role will require a customer operations leader who can not only develop, nurture and empower their team, being there for them as a mentor and leader but also someone who can identify, develop and present a persuasive business case for continuous improvement and transformational change to board and director level.

This is a multi-disciplined, financially regulated contact centre, dealing with sales, service, complaints, loyalty and retention in a front and back office environment.

The Contact Centre Operations Manager will lead a large team through Managers and have responsibility for the development, performance and growth of the contact centre and team members, ensuring that targets are achieved across both sales and service objectives.

The successful individual will lead by example, driving engagement the nurturing and embedding the right team behaviours to develop and support future strategies, collaboration, continuous improvement and adaptable, capable operation.
You will take a lead role ensuring the delivery of a compliant customer operation and delivering customer service, complaints and strategic performance.
Recruit, develop and motivate the team to improve overall capability and performance providing effective talent, succession planning and performance management.
Prepare and present reports based on insight and analytics, work with senior leaders and colleagues, through your excellent communication skills ensure understanding of strategic goals are clear and can be successfully implemented.
To drive contact centre best practice, ensuring the right tools, processes and procedures to maximise each opportunity, with proven experience managing a contact centre, driving and developing highly effective change, whist delivering against performance targets and objectives.

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.