Operations Manager / Customer Service Manager

Job Ref: DJKG1293
Job Title: Operations Manager / Customer Service Manager
Location: Stoke (Staffordshire)
Salary: £40k to £50k plus excellent bonuses and benefits
Employment Type: Permanent (shift patterns are during Monday to Sunday – 40 hours
a week)

This is a fantastic opportunity to join an award winning, fast-paced, energetic and innovative company. You will report to the Head of Customer Operations. As the Operations Manager/Customer Service Manager you will need to have outstanding people leadership and management skills as well as being able to provide outstanding customer service whilst changes and transformation are in process.

Responsibilities:
• Reviewing daily analysis and looking at trends and behaviours
• Work closely with the senior management team in integrating this new team with the wider business and functions
• Focus on continuous improvement mechanism to provide long term resolutions
• Plan, organise and deliver best coverage for a 24/7 operations
• Ensure the team are working to KPI’s, SLA’s and the regulatory guidelines

This role would suit an experienced Customer Service Manager/Operations Manager or someone that has recently stepped up to a Head of Customer Service or Head of Operations role. Working for a tech savvy/digital organisation is an advantage.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Team Leader / Team Manager (Outbound Contact Centre)

Job Ref: DJKG1289
Job Title: Team Leader / Team Manager (Outbound Contact Centre)
Location: Stoke-on-Trent
Salary: £28k to £30k (plus bonus and benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Team Manager or Team Leader to join an innovative and forward-thinking digitally lead organisation. The Team Manager or Team Leader will manage a team of up to 30 outbound customer service agents looking after the VIP/Loyalty customers.
This role requires you to be able to work closely with the Customer Service Manager and you will be responsible for delivering and monitoring the day to day responsibility of the team.

As the Team Manager or Team Leader some of your responsibility will be to:
• Take ownership and responsibility for delivering exceptional customer service
• Ability to drive the team forward in focusing on goals and culture change
• Motivate and coach the team / being part of the department’s succession plan
• Work collaboratively with all members of the team and the wider organisation

If you are interested in applying for this position, you will need to have managed a team within an outbound contact centre setting. They are looking for someone that is passionate about delivering exceptional customer service with a strong influencer skills and a collaborate leadership style. They would like someone that wants to go on the journey with them and be part of the succession plans they are putting in place. This role would ideal for someone that has experience in retaining/upselling/cross selling services or campaigns.

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.