Customer Journey Manager (Interim 3m Contract) – Customer Experience Manager

Job Ref: DJMA1766
Job Title: Customer Journey Manager (Interim 3m Contract) – Customer Experience Manager
Location: North West with Travel
Salary: £55k annual equivalent pro rata, possible day rate £300-400 per day
Interim Contract 3 months

An initial 3 month interim contract for a Customer Journey Manager, Customer Experience Manager. This fast paced client based in the North West have an opportunity to bring on board a Customer Experience Specialist to help on an interim basis to develop the customer experience, customer journey and define continuous improvements for a specific contact centre project.

Some of the duties will include:

• Map out the customer journey
• Look at reducing friction in the journey etc
• Suggest improvements to the customer experience and customer journey utilising technology & process investment which works for the customer and business.
• Define and drive internal improvement in call handling and customer, agent experience to support overall drive to improve NPS within the next 6 months.
• Offer expertise on how to improve the customer experience across a multi-channel voice and non-voice customer contact environment.

This is an initial 3 month fixed term contract, some travel to a South East site will be required, possibly once per week.

If you are interested in applying for this role and are available for the next 3 months, have previous experience within the utilities, or energy market, which would be a distinct advantage and have a good working knowledge of consulting and driving improvements across a customer experience and customer journey mapping within a multi channel contact centre, then we would like to hear from you.

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.

Management Information Developer (MI Developer)

Job Ref: DJPF1195
Job Title: Management Information Developer (MI Developer)
Location North West
Salary: £35,000 plus Bonus and Benefits
Employment Type: Permanent

The Management Information Developer will be responsible for the development of data and reporting to support the Contact Centre to delivery excellent customer service and achieve service delivery Targets.

Some of the Responsibilities include:
• The MI Developer will have a deep understanding of the business to fully utilise available technology to fulfil MI requirements
• Maintaining and continually developing detailed knowledge of core MI data technologies and best practice in terms of use of SQL based technologies and large volumes of data
• Identifying and developing effective working relationships with supporting stakeholders
• Utilise advanced knowledge of BI, analytics tools and platforms to produce professional outputs, fully aligned to user needs

If you are interested to apply:
• Strong customer management centre background; the role holder will understand what data is needed to drive positive change within the contact management landscape
• Building and maintaining structured and unstructured datamarts in a cloud environment
• Using SQL and other programming languages (DAX, R, SAS, Python)
• Creating relational datamarts and creating the associated governance and policy frameworks
• Configuring a Hadoop infrastructure
• Using PowerBI or other, equivalent software

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.

Operations Manager

Job Ref: DJKG1240
Job Title: Operations Manager
Location Stoke
Salary: £40k to £50k plus performance bonus and outstanding benefits
Employment Type: Permanent

My client is looking for an experienced Operations Manager who is a proven leader. You will be responsible for the day to day running of a large team within the Entertainment market. My client have been established since 2001 and are market leaders in technology within the entertainment industry and an award-winning company.

As an experienced Operations Manager some of the key responsibilities are:
• Manage Team Leaders who will oversee approx 100 fte within a 24/7 operation
• Implement and execute strategic goals within the team
• Ability to showcase new ideas and concepts and follow these through
• Monitor the consumer experience and defining excellent employee experience
• Plan and schedule workload ensure targets are met

If you are interested to apply for this Operations Manager role
You will have experience in demonstrating innovations and creativity within previous roles and be able to give evidence on implementing successful strategy plans to improve operational excellence. Commercial awareness is important, along with experience working within a fast paced, fun and community environment.

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.