Head of Customer Service / Customer Service Manager

Job Ref: DJKG1290
Job Title: Head of Customer Service / Customer Service Manager
Location: Warwickshire (with travel to with travel to London and Swindon
Salary: £50k to £60k (car allowance of £4500)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Head of Customer Service or experienced Customer Service Manager to join a well-established logistics and distribution company who are going through significant transformation.

This role reports to the Director of Customer, with the focus around development and delivery of their ongoing Customer Service Strategy.
As the Head of Customer Service or Customer Service Manager some of your responsibilities with be:
• Create a vision and strategy across multiple customer service centres
• Be accountable for the proactive engagement of the SME clients, reducing churn and attrition
• Monitor KPI’s to ensure customer expectations are met
• Improve quality levels across various sites
• Work closely with the Director of Customer through the transformation strategy

This position would suit a Customer Service Manager who is looking for a step-up or a Head of Customer Service that has recently moved into this post or has been seconded to this position. You will need to have managed multiple sites with approximately 100fte and be able to travel to sites in the South West, London and Scotland.

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.

Head of Customer Service/Customer Service Manager

Job Ref: DJKG1288
Job Title: Head of Customer Service/Customer Service Manager
Location: London
Salary: £55k (plus benefits and 25 days holiday)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Customer Service Manager or Head of Customer Service to join an innovative and forward-thinking digitally led organisation. The Customer Service Manager/Head of Customer Service position will be responsible for a team of between 16 and 20 people and have 2 direct reports.

This role reports to the Operations Director and you will work to reshape the overall business strategy and provide critical support to deliver outstanding customer experience.

As the Customer Service Manager/Head of Customer Service some of your responsibilities with be:
• Creating a vision and strategy for the customer service team
• Implement employee engagement and experience
• Provide innovative, proactive and creative leadership
• Deliver improvement to the customer journey across all touch points
• Work closely with the Operations Director

This position would suit a Customer Service Manager that is looking for a step-up or a Head of Customer Manager that has recently moved into this post or has been seconded to this position. Ideally someone that has a background within start-up and/or FMCG/retail environment and a track record of building and scaling teams.

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.

Customer Experience Manager

Job Ref: DJHB1017
Job Title: Customer Experience Manager
Location: London
Salary: £50K + bonus, bens
Employment Type: Permanent

Are you a hands-on people leader looking for an opportunity to work autonomously to deliver strategic projects in the digitalisation of the customer experience?

Are you happy to work in an environment that will require you to manage stakeholders?

We are currently partnered with a lean and dynamic organisation who are looking for a true leader to assist in the delivery of their digitalisation transformation project.

Responsibilities will include:
• Managing a small team of customer-focused individuals, leading them in best practice to work autonomously in their roles.
• Being the point of contact for complaints escalations for stakeholders and customers with a focus on resolving issues.
• Analysing the internal KPIs to form continuous improvement methodologies and to find anomalies to find the requirements for training and development.
• Maintaining the relationship with the outsource partner – inclusive of KPI and performance management.
• Managing and guiding the business through a transformation project to create a prominent digitalisation channel for customer communications.
• Stepping up to cover the Head of Customer Service as required for times of absence.
• Working autonomously in the delivery of duties and leading a team from the front.

The next 12 months in this role will see huge growth for the business’ customer base alongside a growth within the business team to support this. Alongside this, the challenge to encourage customers to utilise digital streams and channels for initial communication will also be there.
This is an exciting opportunity for the successful individual to work in a fast-growing and developing organisation who will provide you with the environment to work autonomously.

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 Operations Director/Head of Contact Centre

Job Ref: DJMA1817
Job Title: Contact Centre Operations Director/Head of Contact Centre
Location: Permanent relocation required to a large European city (non UK).
Salary: to Circa 100,000 EUROS negotiable dep on candidate and experience (base, bonus, benefits, small relocation package)
Job Type: Permanent

This role is being advertised across the UK to attract an individual who would be interested in the opportunity to relocate to a large European City for a permanent role.

The position will lead a large team within contact centre operations, in a sales through service, retention, loyalty or service environment.
This is a fast growth outsourced environment and the business will be looking for individuals who can build and develop motivated, highly engaged, performance focussed teams. You will be used to managing a P&L and developing influential relationships with internal and external stakeholders. Developing client relations to ensure the ongoing success, improvement and future retention and growth of accounts.
The Head of Contact Centre will oversee client campaigns and have full relationship management responsibility, as well as owning the operational delivery, recruitment, onboarding, planning, process improvements etc to achieve SLA’s and KPI’s across sales and service for a multi disciplines, multi-lingual, multi-channel operation.

A senior leader you will have the gravitas, influence and operational, commercial experience to take full P&L responsibility, drive the strategic vision and own sales and service with many blue chip and award winning brands for UK, European and a global customer base. The role will include team leadership, development and performance, as well as being the primary point of contact for the external stakeholders on a strategic level.

If you are interested in applying for this position, you will need to have proven Head of Contact Centre/Account Director/Client Services Director level experience gained at a strategic level working within a third-party supplier management, outsource, or BPO capacity.

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 Operations Director/Managing Director Contact Centre

Job Ref: DJMA1811
Job Title: Contact Centre Operations Director/Managing Director Contact Centre
Location: Permanent relocation required to an international coastal location
Salary: £100-120,000 UK Equivalent (Paid in local currency) negotiable dep on candidate and experience, up to 50% bonus, relocation assistance, benefits.
Job Type: Permanent

This role is being advertised across the UK to attract an individual who would be interested in the opportunity to relocate to a large international coastal location for a permanent role senior, strategic role within a large contact centre operation (1000 Plus FTE)

The role will be tasked with shaping the future of the operation by ensuring the delivery of an efficient and effective client experience through the delivery of consistently high-quality service delivery to customers.

This is a fast growth outsourced environment and the business will be looking for individuals who can build and develop motivated, highly engaged, performance focussed teams and grow and develop strategic level client partnership operations.

You will be used to managing a P&L, developing budgets and financial forecasts. Building and developing influential relationships with internal and external stakeholders. Developing client relations to ensure the ongoing success, improvement and future retention and growth of accounts.

If you are interested in applying for this position, you will need to have proven experience gained at a strategic level working within a third-party supplier management, outsource, or BPO capacity.

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 Service Delivery (1st/2nd Line Support)

Job Ref: DJMA1814
Job Title: Head of Service Delivery (1st/2nd Line Support)
Location: Anglia/South East (Commutable from parts of Cambridgeshire / Bedfordshire / Northamptonshire / Suffolk / Essex)
Salary £50-55k base plus bonus bens.
Job Type: Permanent

This organisation is going through a period of significant growth and has an opportunity for an experienced technical support leader to take responsibility for a team of first and second line support executives and Managers.

The team support a large, international operation spread across numerous platforms. As the Head of Service Delivery, you will develop strategic insight to develop future strategy, change, process and continuous improvements which will reduce contact and drive commercial impact, whilst supporting future growth.

You will need excellent communication skills to engage a wide range of stakeholders, bringing to life the voice of the customer. Utilising your knowledge and insight to influence cross functional change which will deliver enhanced products and propositions for their customers.
An influential leader, you will be able to lead from the front, offering support, coaching and mentorship to get the best from your team.

If you are interested in applying for this position, you will need proven leadership experience within a technical/IT support function. Used to leading mid to large sized teams, you will need have evidence of delivering in a continuous improvement environment, working within a complex, influential position.

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.

Regional Customer Service Director

Job Ref: DJHC4280
Job Title: Regional Customer Service Director
Location: South East/ London
Salary: Up to £110k salary + bonus + benefits
Employment Type: Permanent

I am looking for a very customer centric Regional Customer Service Director, who has experience of managing operational teams, in social housing, social care and/ or support services.

Responsibilities:
• Lead and develop plans for the Region through the involvement of colleagues, customers and stakeholders
• Responsible for the development and delivery of the Regional Business Plan, focussing on continuous improvement in customer service
• Seek opportunities to improve the customer experience by integrating care and support services into housing management
• Effective leadership and development of the Regional Management team to deliver quality services
• Maintain and develop a range of strategic and operational relationships externally and relevant to the Region in support of mutually beneficial approaches to regional plans and growth
• Target growth through developing new services and new markets
• Contribute to the development of the Customer Service strategy through a thorough understanding of local/regional policy context, competition and sources of funding
• Provide professional leadership to all regional staff and teams at all levels, role modelling company behaviours and values

Key Behaviours:
• Demonstrable experience in successful operational delivery at a senior level in either social housing and/or care and support
• Self-starter, resilient, focused, a real achiever of results (customer & commercial)
• 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 improving customer experience and customer service in social housing, social care and/ or support services industries.

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.

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.