Contact Centre Operations Manager

Job Ref: DJHB32082
Job Title: Contact Centre Operations Manager
Location: Stafford, Staffordshire, Midlands
Salary: up to £47,000 per annum + benefits
Employment Type: 12-month Fixed Term Contract

An exciting opportunity has arisen for a Contact Centre Operations Manager to join a fast-paced and evolving Midlands based Utilities business who are going through extensive change and innovation. Covering a secondment, this position is currently available as a 12 month fixed term contract within a busy contact centre operation.

Managing a team of 7 direct reports at Team Manager level, you will be responsible for a dynamic operational team who are evolving at a rapid rate.

Working as part of the Operational leadership team, you will be required to:
• Report into the Head of Operations for the department, working closely with other Operations Managers to deliver key outcomes and deliverables.
• Manage a team of 7 Team Managers, ensuring that workloads are accurately distributed and key performance measures are being met.
• Drive ongoing continuous improvement across the department with the support of internal stakeholders.
• Maintain and champion high levels of customer service across the department.
• Improve customer experience and customer satisfaction (CSAT) within the operation; understanding customer feedback, the customer journey,
• Identify improvements to the customer journey, trend and issues with customer interaction and creating solutions.

You will ideally be:
• Experienced in leading operational teams.
• A passionate people leader with excellent communication skills
• From a highly regulated industry sector e.g. Financial Services, Utilities etc.
• A competent problem solver and solution creator.
• Able to work autonomously within a service delivery department.
• Experienced in a customer focused and customer handling environment in a Contact Centre
• Proven leadership experience within a customer focused environment
• Excellent organisational skills with the ability to prioritise daily tasks, requirements and projects
• A strong problem solver with the ability to think outside of the box to find appropriate solutions
• Exceptional time management skills
• Strong communication skills – both written and verbal
• A proactive individual who is able to use their initiative to ensure tasks are completed to deadlines and to high standards

This is a fantastic opportunity for an experienced Operational leader to join an established organisation who are currently experiencing an exciting period of growth.

Due to the nature of the business, you will be required to be in the office for the majority of the time, leading the contact centre operation in a socially distanced and compliant environment.

Interviews will take place onsite with the appropriate measures in place for social distancing aligned with COVID-19 practices for working.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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 Credit Risk

Job Ref: DJHB32060
Role: Head of Credit Risk
Location: Oxford
Salary: up to £120,000 per annum + car allowance + bonus
Role Type: Permanent

We are currently on the lookout for a Head of Credit Risk to join an established organisation who are strengthening their credit risk strategy within the Utilities space.

Working in a newly created role, this is a fantastic chance to create and grow a Credit Risk function within a business that are providing an autonomous opportunity to work with internal stakeholders to revolutionise the way that the business develops their strategic approach to credit risk.

Working as part of a dynamic leadership team, you will be responsible for:
• Designing a strategic approach to Credit Risk across a large customer portfolio whilst understanding the risk profiles.
• Sourcing and onboarding an analytical team to grow the department over the next two years to support the Credit Risk Strategy.
• Stakeholder engagement and management across the business to ensure smooth implementation of processes and procedures relatable to the end-to-end customer lifecycle.
• Utilising analytical expertise and operational leadership skills to engage with internal stakeholders across Customer Experience, Digital, Data and IT teams.
• Experience and proven ability to analyse complex data and operational issues; being able to identify key trends using credit bureau and internal data, in order to summarise the key findings and make recommendations in a clear and concise manner to internal stakeholders aligned with presented solutions.

You will ideally be:
• Tenacious and bold, with an aptitude to deliver excellence in the Credit Risk space whilst balancing risk.
• Analytical by nature, with a background in data analytics within a credit function – whether that be from a Utilities, Banking, Financial Services, Telecommunications or similar background.
• Able to work autonomously to deliver planned and methodical solutions backed with data to support findings to the Senior Leadership Team.
• Able to engage and influence stakeholders up to board level to impact decisions.
• An excellent coach and mentor with the tenacity and drive to implement positive change.
• A strategic thinker with the ability to operate professionally at all levels.
• Able to align with the wider business goals and targets.

This is a fantastic opportunity for an experienced Head of Credit Risk to join a well-respected brand. This opportunity will provide autonomy for the successful individual and the opportunity to grow and develop a team of dynamic analysts and scientists to bring a new approach to the wider Collections and Credit department.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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 Improvement and Readiness Manager

Job Ref: DJHB32063
Role: Business Improvement and Readiness Manager
Salary: up to £50,000 per annum
Location: Stafford
Role Type: Permanent

We’re currently working with a Midlands based Utilities business who are strengthening their Business Improvement and Readiness team with the addition of a Manager into the department.

You will be responsible for:
• Executing the Business Improvement strategy including; data and insight driven management, creation of performance boards, establishing daily performance huddles, team-based problem solving and a continuous improvement mentality and culture.
• Provide in-depth technical support and understanding of continuous improvement methodologies, tools and techniques to colleagues and teams at all levels within the organisation.
• Leading Operational Excellence
• Focusing on the training delivery and the ongoing development of training material for the organisation.
• Utilising structured tools and approaches to coach and mentor teams and individuals to deliver identified improvement initiatives.
• Leading multiple process improvement workstreams, with a key focus on detailed root cause analysis to solve complex business issues
• Stakeholder management and influencing of networks across the scope of improvement initiatives and the wider organisation
• You’ll provide a clear prioritised plan of how to support the business in addressing some of its key challenges and issues.

You will ideally be:
• An experienced Business Improvement / Process Improvement Manager, ideally from the Utilities industry however this isn’t entirely necessary.
• Lean Six Sigma Greenbelt and/or LCS1b/c certified.
• You will have proven experience in coaching and mentoring teams and individuals to successfully embed operational excellence.
• Strong background in coaching and mentoring Teams and individuals to successful define and deliver improvement initiatives through structured techniques.
• Able to demonstrate a deep understanding of Continuous Improvement methodologies, tools and techniques.
• Able to present and facilitate plans and ideas with the ability to lead and coach colleagues at all levels (up to and including Exec level) across the organisation.
• Highly numerate with the ability to forecast, track and articulate the value being delivered through the Team.

The business are looking for someone to fine tune and execute their business improvement strategy across all departments with clear communication to all stakeholders across the businesses.

You will be working with a small team of two other Business Improvement Manager’s to either work collaboratively and for individual customer journey maps and will have line management responsibility for 1-4 Business Improvement Specialists.

The business are going through a lot of change currently so they need individuals who aren’t afraid to roll up their sleeves and get stuck in.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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 Improvement Lead

Job Ref: DJJM1270
Job Title: Business Improvement Lead
Location: South East – Berkshire
Salary: Up to £67,000 base dep on experience, benefits.
Employment Type: Permanent

This large, well established business have an opportunity for a Business Improvement Lead to join this fast growth area of the business.

The successful candidate will be responsible for ensuring the department changes are delivered and relevant business stakeholders engaged appropriately when applicable.
The key objective of this role is to deliver continuous improvements across the Collections operational & strategic journeys. To identify gaps impacting the customers and the debt position and working closely with business operational areas & change teams to deliver improvements. This role will involve working within a highly collaborative team to drive key strategic deliverables across the business function.

Key Accountabilities:
• Taking ownership of all Credit and Collections initiatives to lead change, from development to delivery and governance.
• Working closely with the Data Scientist and Data Analyst to turn detailed insight into targeted process and policy interventions
• Leading the Credit and Collections policy updates and chairing the Credit and Collections Policy Forum
• Applying frameworks to review and evaluate the effectiveness of the process and drive prioritised improvements
• Contributing to the smooth running of the Credit and Collections team as part of their leadership, driving a continuous improvement culture

To be successful in this role you will have the following skills and experience:
• Previous experience successfully managing projects in an operational role Experience within Utilities or Financial Services desirable
• Strong understanding of Collections and Credit Risk
• Ability to work in an independent and pro-active way, with little reliance on management direction
• Ability to manage senior stakeholder relationships
• Articulate in written and verbal communication

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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.