Team Leader/Team Manager, KYC, AML, Onboarding

Job Reference: DJJM1232
Job Title: Team Leader/Team Manager, KYC, AML, Onboarding
Location: Southampton
Salary: £25,000 – £30,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Client Onboarding Team Leader/Team Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing operation.
The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Team Leader/Team Manager within Client Onboarding, you will work with the 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 Onboarding Agents to enhance their skills 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.

Some of the duties and responsibilities for the Team Leader/Team Manager will include:
• 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 an Onboarding Team Leader/Team Manager, working with a team of Onboarding advisors 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, 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.

Complaints Team Manager

Job Ref: DJJM1230
Job Title: Complaints Team Manager
Job Location: Midlands
Salary: 30K – 35k
Employment Type: Permanent

Reporting to the Contact Centre Manager, this complaints management role is within an exciting and diverse company within a high growth and competitive market sector.

The post-holder will play a pivotal role in the management of a complaints team, the ability to lead by example and engage with the team offering coaching and development is essential.

You will own the full end to end journey of a complaint, looking at process, policy and procedure to enhance the customer experience and use root cause analysis to understand trends in complaints working closely with departmental managers to fix the operational flaws.

Some of the responsibilities will include:
• Lead a team of assessors, to maximise performance and deliver on all service levels
• Support and develop team members to continuously develop the skillset to achieve on required service levels
• Take appropriate steps to maintain and adhere to quality standards and processes
• To consistently review both operational practices and procedures to effectively develop and improve the processes in this area.
• Ensure that the team demonstrate proficiency and competency in all types of assessment quality checking
• Develop a strong relationship with all stakeholders working together to stop any further repetitions for complaints

The ideal candidate will be self-motivated, with a significant coaching and development skillset, with a professional and ethical approach to delivering targets. Individuals who can demonstrate success within a target driven capacity, with first-hand experience within a regulated environment may have 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 Manager

Job Ref: DJKG1294
Job Title: Team Manager
Location: Harlow
Salary: £30-32k base + bonus + bens
Employment Type: Permanent

An opportunity for an experienced Team Manager to join this well-established organisation, working in a high touch, quality led customer service function. This business will be undergoing significant transformation and change and you will play a key part in enabling, coaching and developing your team to adapt and thrive to deliver an exceptional customer service.

This is a key role within this organisation. The main remit for this role is to manage the day to day delivery of customer service in a high volume, changing environment, helping implement change and transformation, and up skilling your advisors to develop a truly multi skilled team.

As a hands-on Team Manager you will be great with people and the development, growth and engagement of your team. Through 121’s and coaching, you will help the team thrive and adapt to deliver a great customer experience.

Where necessary you will deal with any escalated issues for both the team management and customer complaints.

• Provide direct line leadership and management of the team
• Empower the team through training and development and execute outstanding customer service
• Help implement and support short and long term change plans whilst ensuring quality standards and continuous improvement is delivered
• Working closely with internal and external stakeholders

The team will be working 8am to 8pm on a 6 day working week, so some shifts and flexibility will be required to ensure the hours are covered with your colleagues.

We are looking for a strong experienced Team Manager/Team Leader, within a customer service environment. An individual with a great deal of people and customer 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.