Customer Service Manager

Job Ref: DJMA1782A
Job Title: Customer Service Manager
Location: South East (Buckinghamshire/Bedfordshire/Northamptonshire)
Salary: to £45-57k plus bens.
Permanent IMMEDIATE START AVAILABLE

This is a newly created position for a business that has gone through significant change in the last 12 months and has a new team of Team Managers.

Working closely with key business stakeholders, the Head of Customer Service will champion a culture of outstanding service through ownership and proactivity and promoting first contact resolution taking full responsibility for the Customer Experience Centre ensuring that the overall customer experience and quality assurance is maintained across all teams.

This quality led, regulated business, which serves both a B2B and B2C market in a service led environment, requires a hands-on, strategically focused, data minded leader of people who will be able to develop better performance and service delivery, building a highly motivated and engaged team.

The role will be highly visible and work at board level and across the business in terms of presenting for and delivering change based on feedback, insight and identifying possible issues across the supply chain and bringing to life the voice of the customer/client.

The Head of Customer Service will lead a team of Team Managers in this mid-sized contact centre.

The team provides services to their client in a B2B environment, so service level agreements, KPI’s and performance management, whilst delivering a great customer experience will be paramount.

If you are interested in applying for this position, you will need prove experience managing a contact centre, strategy, change and performance uplifts in service led environment. Experience within a B2B, Logistics, Pharmaceutical and or Supply Chain environment would be a distinct advantage.

A can-do attitude, open and transparent leader, you will be able to inspire and engage your team to deliver a customer centric service proposition, striving for continuous improvement and best practice.

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.

Head of Customer Service

Job Ref: DJMA1782
Job Title: Head of Customer Service
Location: South East (Buckinghamshire/Bedfordshire/Northamptonshire)
Salary: to £50- 60k plus bens.
Job type: Permanent IMMEDIATE START AVAILABLE

This is a newly created position for a business that has gone through significant change in the last 12 months and has a new team of Team Managers.

Working closely with key business stakeholders, the Head of Customer Service will champion a culture of outstanding service through ownership and proactivity and promoting first contact resolution taking full responsibility for the Customer Experience Centre ensuring that the overall customer experience and quality assurance is maintained across all teams.

This quality led, regulated business, which serves both a B2B and B2C market in a service led environment, requires a hands-on, strategically focused, data minded leader of people who will be able to develop better performance and service delivery, building a highly motivated and engaged team.

The role will be highly visible and work at board level and across the business in terms of presenting for and delivering change based on feedback, insight and identifying possible issues across the supply chain and bringing to life the voice of the customer/client.

The Head of Customer Service will lead a team of Team Managers in this mid-sized contact centre.

The team provides services to their client in a B2B environment, so service level agreements, KPI’s and performance management, whilst delivering a great customer experience will be paramount.

If you are interested in applying for this position, you will need prove experience managing a contact centre, strategy, change and performance uplifts in service led environment. Experience within a B2B, Logistics, Pharmaceutical and or Supply Chain environment would be a distinct advantage.

A can-do attitude, open and transparent leader, you will be able to inspire and engage your team to deliver a customer centric service proposition, striving for continuous improvement and best practice.

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.

Client Onboarding Consultant

Job Ref: DJJM1187
Job Title: Client Onboarding Consultant
Location: London – Greater London – South East
Salary: £35,000 – 38,000 plus bens
Job Type: Permanent

An opportunity for an experienced Client Onboarding consultant to take responsibility for the end to end process, looking at continuous improvement and identifying trends and unusual activity, liaising and managing key stakeholders where appropriate.

The Client Onboarding Consultant will be responsible for Onboarding new clients, sharing technical expertise, advice and guidance with the onboarding team, reviewing and assessing the risk of new client applications which have been escalated by the onboarding team, looking at continuous improvement of internal procedures and policies. Overseeing the identification of high risk applications including PEP’s.

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

As the Client Onboarding Consultant, you will work within the B2B part of the business working closely with SME businesses as well as heads of department and other senior customer management team to identify and develop best practice.

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 will be part of your responsibilities.

Some of the duties will include:
• Risk assessment of new applications, taking and uncovering information and documentation
• Conducting Due diligence using methods and practise such as CIFAS and SIRA.
• Positively influence and contribute to the team culture along with sharing best practice
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalated issues as necessary
• Drive continuous improvement ethos within the contact centre and the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to customers

If you are interested in applying for this position, you will need a proven track record within Client Onboarding, you will need to have a professional qualification in KYC, KYB or AML. Experience within a regulated environment is essential, 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.

Head of Operations

Job Ref: DJMA1781
Job Title: Head of Operations
Location: South East (Berkshire)
Salary: to £55k plus bens
Job Type: Permanent

An opportunity to join a fast paced B2B operation as the Head of Operations. This is a highly visible, strategic but hands-on role.

As the Head of Operations, you will lead a team of Managers, Team Managers and Advisors to drive operational excellence and establish a centre of excellence.

The team provides services to their client in a B2B environment, so service level agreements, KPI’s and performance management, whilst delivering a great customer experience will be paramount.

Some of the responsibilities will include:
• To manage the operational team to deliver excellent customer service through employee engagement and development.
• To ensure customers are delighted and all KPIs and SLAs are met or exceeded.
• To support the delivery of business initiatives by providing subject matter expertise.
• Operational performance management; meeting customer expectations and making recommendations regarding service delivery with win/win outcomes
• To ensure customer expectations are met and/or exceeded – KPIs, SLAs and Customer Satisfaction survey results
• To ensure the smooth transition of customer implementations and re-implementations
• To support the sales team during the Bid process to ensure operational expectations can be delivered approving any deviation from the standard operating model
• To support the delivery of projects and initiatives – across the business; including the realisation of business benefits
• To manage operational costs in line with business plan by maximising workforce optimisation
• Identify opportunities and deliver improved operational efficiencies – e.g. technology, processes, people
• Understand, support and enhance end to end cross department processes
• Maintain an effective relationship with all internal and external stakeholders, e.g. partners, customers and other business areas
• Leadership and direction of team; including change leadership, planning, setting priorities and creativity
• To attract, develop, retain and nurture talent to support succession planning ensuring appropriate coaching, mentoring, performance management and learning & development is available
• Identify additional income opportunities and address contract creep
• Can provide operational cost models to support sales and retention opportunities

If you are interested in applying for this position, you will need prove experience managing a contact centre and delivering against KPI’s and SLA’s.

A can do attitude, open and transparent leader, you will be able to inspire and engage your team to deliver a customer centric service proposition, striving for continuous improvement and best practice.

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.

Client Onboarding Specialist

Job Ref: DJJM1184
Job Title: Client Onboarding Specialist
Location: London – Greater London – South East
Salary: £25,000 – 30,000 plus bens
Job Type: Permanent

An opportunity for an experienced Client Onboarding Specialist to take responsibility for onboarding new clients to a business to business function within a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Client Onboarding specialist will be able to bring responsible for Onboarding new clients, performing risk assessments and act as a KYC and SIRA expert, performing due diligence and overseeing the identification of high risk applicants, 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 Client Onboarding Specialist, you will work within the B2B part of the business working closely with heads of department and other senior customer management team to identify and develop best practice.

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 will be part of your responsibilities.

Some of the duties will include:
• Risk assessment of new applications, taking and uncovering information and documentation
• Conducting Due diligence using methods and practise such as CIFAS and SIRA.
• Positively influence and contribute to the team culture along with sharing best practice
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• Drive continuous improvement ethos within 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 Client Onboarding Specialist 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.

Customer Relations Manager

Job Ref: DJMA1774
Job Title: Customer Relations Manager
Location: South East – Bedfordshire/Buckinghamshire/Northampton shire/Northern Home Counties
Salary: £45-55,000 base salary dependent on candidate and bens
Contract Type: Permanent

This is an opportunity for a Customer Relations Manager to lead and develop a number of teams across quality, complaints and customer relations team. The Customer Relations Manager will also take responsibility to develop customer experience, product and service initiatives, to enhance the customer proposition, service delivery and future acquisition, retentions and loyalty.

Working within a regulated environment, this is also a technical, fast paced and changing market environment. In addition to managing your team, you will work with product and technical peers and stakeholders to provide data and voice of the customer insight so that future strategy and product roadmaps can be improved and developed with the customer in mind.

The successful candidate will develop an engaged, motivated team through a period of change. With a strategic, commercial, customer centric approach, the Customer Relations Manager will be an excellent communicator and people manager, able to develop a case for change, using data and customer insight, presenting ideas and recommendations to technical and non-technical stakeholders, whilst ensuring a much-improved customer experience.

This is a great opportunity who is looking for a broader operational management role in a growing and changing, innovative company.

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.

Business Development Director

Job Ref: DJMA1776
Job Title: Business Development Director
Location: UK
Salary: £100-120,000 base salary dependent uncapped commission
Contract Type: Permanent

This is an opportunity to join a well-established outsourced service provider who has undergone significant transformation and has ambitious growth plans for the future; people, solutions and technology drive their ability to deliver exceptional customer solutions across a multichannel customer contact and digital contact environment.

As part of their growth strategy they have an opportunity for another proven new business developer to join as a Business Development Director to continue to develop their client acquisition strategy.

As the Business Development Director you will be responsible for delivering the go to market strategy to develop and deliver business for the outsourced provision of a range of multichannel customer and digital contact centre services to specific verticals and will be responsible for the end to end development of leads, pipeline to opportunity close.

Some of the duties and responsibilities will be:
• Achieve Sales targets through the securing of new contracts and clients
• Liaison and collaboration with the senior operational leadership team, bids, solutions, operations and technical services team.
• Engagement with marketing to drive lead generation
• Engagement with client services to explore opportunities across existing client base
• Management of Pipeline, Sales plans and Sales documentation as appropriate
• Proactively upsell and cross-sell other services as appropriate
• Develop strategic relationships between the business and new customers.

If you are interested in applying for this position, you must be able to demonstrate your ability and experience in successfully achieving new business sales targets and must show adaptability and a willingness to go the extra mile in differentiating yourself and proposition from the competition. You will need proven experience of selling Outsourced services across Contact Centres, Customer Service, outsourcing, BPO or consultancy services.

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 Service Manager – Contact Centre Manager – Call Centre Manager (Evenings)

Job Ref: DJJM1181
Job Title: Customer Service Manager – Contact Centre Manager – Call Centre Manager (Evenings)
Location: London – Greater London – South East
Salary: £40-50,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Service Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Customer Service Manager will be able to bring passion, rigor and the ability to develop a scaling 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 Customer Service 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 your team, nurturing, coaching and developing your Team Leaders to deliver a positive, engaging environment, 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:
Forecasting, daily planning and delivering great people leadership.
Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, coach and develop staff in the Contact Centre
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Drive continuous improvement ethos within 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 Customer Service 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.

Recruitment Consultant

Ref: DJRL1030
Role: Recruitment Consultant
Location: Lichfield, Staffordshire, Midlands
Salary: Competitive Salary + Uncapped Commission

Why not work in one of the most beautiful and historic Cities in the UK, with beautiful architecture including the three spired cathedral and a plethora of resturants and bars.

Based right in the centre of this stunning City, Douglas Jackson are an independently owned, boutique recruitment consultancy who offer a professional, high quality recruitment consultancy and executive search services for permanent, or fixed term contract for mid and senior management level appointments across the customer landscape.

We have an opportunity for an individual who will be focussed entirely on developing new and existing relationships to identify leads and opportunities within this predominantly more technical skill set environment, placing skilled individuals on a permanent and fixed term contract level.

Working closely with the existing team to manage and nurture existing and new accounts to ensure the best level of customer service is realised. Supporting the team and customers; clients and candidates, to achieve successful recruitment solutions and the provision of a professional, quality led service.
In return we offer a professional, friendly and fun team, who provide specialist recruitment consultancy services at a mid, senior and executive management level, on a contingent and retained basis and are proud to work with some of the UK’s leading organisations and globally recognised brands.

The role will offer a competitive basic salary and uncapped commission of up to 50% of billings and attractive benefits. We have weekly, monthly and quarterly incentives which give you the opportunity to finish work early, meals out and much more.

Our offices are situated just 5 minute walk from Lichfield Train Station which is just 40 minutes from Birmingham New Street or Stoke on Trent stations.

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.