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.

CRM Test Manager – Software Test Manager – Test Manager

Job Ref: DJJM1230
Job Title: CRM Test Manager – Software Test Manager – Test Manager
Job Location: Nottingham
Salary: £45,000 – £50,000 + Bens
Employment type: Permanent

Reporting to the Head of Customer Service Transformation, this role is with an exciting and well established organisation within a high growth and competitive market sector. The post-holder will play a pivotal role in managing and developing the implementation of an upgrade to company CRM system throughout the customer service department as well as the wider business.

Some of the responsibilities will include:
• Experience in planning, implementing and executing test strategies
• A minimum of 3 years’ experience as a test manager
• To consistently review process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders
• To design and implement lean and effective customer journeys focusing on omni channel networks
• Establishing risk based approaches to testing, where appropriate. Managing the specification, preparation and execution of tests including the development of deliverables to agreed standards (e.g. test scenarios and test scripts) and scheduling all testing activity.

The ideal Test Manager will have prior exceptional test planning, management and analysis skills including development of test policies & strategies. You will be able to demonstrate experience of the full testing life-cycle from business requirements to test execution through various test phases including risk based testing approaches. Experience in evaluation, selection and configuration of testing tools for test management and execution including test automation.

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 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.