Chief Customer Officer, Chief Operating Officer and Chief Transformation Officer Recruitment Expertise________

“Almost 50% of newly appointed executives fail to deliver within 18 months”. (The Corporate Executive Board)

Who you hire and how they deliver against these will be one of the most important decisions you will make.

Having worked in Recruitment for over 30 years, our Managing Partners were frustrated with the same old tired recruitment practices and attitudes.  Attitudes which were not customer, client or candidate centred, that were not focussed on the longer term success of the hire.  Enter Douglas Jackson.

Our goal is to not only fill a role but to help you achieve your strategic goals effectively and efficiently.

  • We work closely with you to understand the intricacies of your business and leadership needs. This deep understanding allows us to tailor our search to you.
  • In today’s tight talent market, positioning your business ahead of the competition is crucial. We help you do just that by enhancing your employer brand and ensuring that the recruitment process itself leaves a positive impression on all candidates.
  • Our approach goes beyond traditional talent acquisition. We focus on diversity and inclusion, bringing you leaders who bring a range of perspectives and strengths. This commitment extends to finding leaders who are not just skilled but resilient and self-aware, enhancing leadership dynamics and workplace relations. 

Recruitment and Professional Search for Director of Customer Experience, Director of Operations, Resource Planning Director, Customer Insight Director, Transformation Director and Customer Contact Director and associated roles.

Our proven processes, including our Impact 360 recruitment strategy, ensures a high retention rate and alignment with your business designed to save you time and money, minimise your downtime, and maximise your outcomes. goals. 

We offer you a fully tailored and quality recruitment solutions, with experienced consultants; industry practice leads and functional subject matter experts to help you hire the right skills, background and experience.

Hear from some of our clients and their success stories. 

Utilities. Insurance. Housing Associations. Financial Services. Retail. Travel. Telco. BPO. SAAS. Professional Services

Recruitment Solutions, Talent Acquisition , Executive Search and Professional Search.

Transforming Organisations Through Intentional Leadership Recruitment Solutions

Hiring for Potential 

Will vs Skill________

Following the key principles of strong leadership, a resilient culture, focus on people and future looking, we believe that by hiring for potential: The will, not just the skills and experience, companies can diversify their workforce and hire more impactful leaders, who stay for longer and are more successful.  We partner with a leading job and behavioural analysis firm, as well as an independent Executive Assessment Solutions Consultancy, to provide tools and techniques that help you identify; Leadership Potential, Decision Making Skills and Strategic Thinking, developing a more effective workplace and improved new leadership hires – to better understand your people, their strengths, weaknesses and areas for development.

When you fully understand the individuals in your organisation, you can build happier, healthier teams who perform better. These teams will ultimately be better placed to deliver the results that you and your organisation needs.

Start your Search

Bespoke Recruitment Consultancy and Professional Search is not just for the C-Suite.  It is a highly effective, thorough, professional recruitment process to enable you to make informed decisions and hire the right key leadership talent, more diverse talent, skills and behaviours you need.  If you are looking for more diverse and inclusive recruitment shortlists, we help our clients who want to attract diverse talent and create a culture of inclusion.


What Our Clients Say

  • “We found what we know is the ideal person for the job. Having had many years of working with recruitment consultants, this has probably been the best result that I’ve come up with. See More from Tim in the full testimonial video here
  • I cannot recommend Michelle and her team highly enough. The level of time taken to understand the requirements of both Clients and Candidates is exceptional, and undoubtedly the best I have seen in their industry, based on my 20 years experience, and more than 10 years working with Michelle and Douglas Jackson. This is reflected in time taken, detail and passion and drive to get the best possible outcome. Coupled with a detailed interest in their chosen field makes them the easy choice and recommendation to work with.
    Nick Spence-Thomas – Chairman
    Appian Task Limited
  • Hannah has been a significant support to myself and my organisation in sourcing some top senior leadership capability. She has a wide and diverse understanding of a range of sectors and business areas and will work hard to deeply understand your needs and requirements not only from a skills and capability point of view but also from a values and culture point of view.
    Sam Leigh, Chief Operating Officer
    Radian Group
  • “I am very impressed with Hannah at Douglas Jackson. She is probably the most professional and competent head-hunter I have worked with. She consistently demonstrated dedication and professionalism in her support and advice. Hannah had a perfect understanding of the role, and was able to translate it into effective interview preparation. She is serious about her work and an extremely good communicator who works to support both the client and the candidate. Highly recommended !”
    Ralf Weber, Director of Customer Experience
  • All the candidates were great Michelle – as always – you set the bar high! Thanks Michelle for your help – very impressive service!.
    Jenny Hill, Sales and Marketing Director
  • Kerry is a fantastic and dedicated recruiter. Through our interactions, you could tell she was thorough and determined to support wherever she could. She’s an asset to Douglas Jackson and any company she works for.
    Nishma Parekh, Customer Services Director
    Doctor Care Anywhere
  • We engaged Douglas Jackson when looking for a new Customer Service Director to support a changed outsource model and architect a significant transformation focused on simplification and digitisation. We tendered the opportunity and it was clear in the pitch that Hannah had a fabulous network and a clear understanding of the blended experience that we needed. The candidate review, selection and offer process was very well managed with a strong set of candidates meeting the brief. The true reflection on the quality of the process has been that the candidate selected has made a big impact in their first 9 months into our business. Thanks
    Jamie Ford, Managing Director
    Claranet UK
  • “Hannah, Allow me to formally say thank you to all the help and support you have provided to me in last 6 months when I was job hunting. Most recruiters do not pick up your phone if you are not shortlisted and on the other hand you always kept me informed, guided me professionally where it was important and you were always on the other end of phone when I needed to speak you. A Friend in need is a friend indeed. Similarly, in my most trying time, you were a great professional who always looked after my interests as a candidate. May God Bless you and grant you every success!
    Prashant Parekh, Customer Services Director
  • We have placed a number of roles this year with Anna and DJ. The thing I like about the team is that they really get to understand your business and what skills and values are important to you when finding a candidate . They are great at keeping you up to date with progress and ensuring you are not spending hours looking at CV’s . I would recommend Anna and DJ team to help you with any form of recruitment. They are a great team that work to understand you and your business.
    Jo Hale, Contact Centre Director
    Domestic and General
  • “Lorraine helped me secure my current role and I couldn’t be happier! Throughout our relationship and the recruitment process I found Lorraine to be professional, thorough, quick to respond and supportive. She took time to understand my skills and capabilities but equally, what I wanted from a role and an employer. I really enjoyed working with Lorraine and would thoroughly recommend her and Douglas Jackson to others. Thanks Lorraine.”
    Tracy Kellaway, Director of Customer Services
    Estee Lauder
  • “This is a people industry and Douglas Jackson really understand that matching candidates to the individual company’s culture is critical for successful recruitment. I’ve been very impressed by both the professional nature of their service as well as the quality of the potential candidates put forward.”
    Sholto Mee, Senior Strategy, Global Customer Experience
  • It has been an excellent experience, the two things that stood out for me; a genuine feeling that you guys cared and the personal touch. I genuinely think you would rather me not have taken the job if it was the wrong thing to do, which built a lot of trust, it was really good! Watch more from Abdul here
    Abdul Qadir Pemberton, Operations Business Analyst
    ITC Travel Company
  • “Kerry was a true super star throughout the recruitment process. She was diligent, supportive, passionate and had fantastic communication from start to finish. I wouldn’t hesitate to recommend Kerry.” Eileen.
    Eileen Stebbington, Head of Online Chat
  • A very big thank you for all the help and support you have provided me in searching for and obtaining my new role. Your fantastic customer focused approach allowed me to confide my personal issues to you and I am appreciative that you helped remove certain barriers. Thank you.
    Ashley Powell, Shift Leader
    Lloyds Pharamcy
  • Kerry was my recruiter for my new role and having been in the industry myself I know how tough the recruitment business can be. Throughout the process she was amazing, its a fine line between keeping the client and the candidate happy and she managed it perfectly. Her attention to detail, keeping me informed and managing a long notice period was exceptional. I would highly recommend Kerry to anyone who is looking for a role or is a client looking for recruitment support. First class, honest and manages expectation sensationally. Well Done :-).
    Nikki Powell, Director of Customer Experience and Service
  • Holly was great in helping me secure my most recent position; I found her to be very supportive, professional and engaging throughout the process. Holly’s communication with myself and my new employer was great and it really enabled a smooth journey for all parties. If you get the opportunity to work with Holly I’d highly recommend it.
    Peter Finch, Senior Customer Growth Director
  • I worked with Michelle for my new role of Head of Customer Service Delivery. The role wanted someone quickly. Michelle advertised it on linked in. I expressed my interest and she rang me the same day. All relevant information was with me in time for the interview and she even did a walk through of a video team meeting to ensure I felt confident. For the second interview she ensured I had all background information on the interviewers and any other relevant information. Then came the hard part 2 days of not knowing. Michelle constantly chased the decision and rang me or emailed me every day working outside normal office hours even saying she would advise if she heard anything over the weekend. Michelle rang me after 5pm and I felt that she had negotiated with my best interests at heart and she was as happy as I was with the positive outcome. Even after being offered the role she is in touch to make sure everything is going smoothly and I would highly recommend Michelle to anyone looking for a new executive role.
    Sarah Irvine, Head of Customer Delivery
    Medusa 19
  • Michelle is a rare breed in the world of recruitment. Someone who became a trusted confidant of mine, was always available to provide advice on everything from my CV, to my ‘energetic’ personality. If I should so require in future, I will be sure to catch up with Michelle. She is simply great at what she does.
    Richard Carroll, Business Development Director
    Mindfuture World
  • I worked closely with Michelle when exploring my own learning journey. When working together I found Michelle incredibly informative, detailed in depth of industry knowledge, matched my curiosity with rich conversation and demonstrated equal patience and perseverance! Michelle explored and followed up every question I had and was very supportive during our collaboration. Michelle was a key person in my self-development and is highly recommended!
    Rob Long, Rob Long, European Talent Acquisition Leader
  • I highly recommend reaching out to Michelle & her excellent team. They are highly professional, give excellent advice & insight & really spend time to look after their clients & candidates a like. I can honestly say that out of all the recruitment companies I have dealt with yours is by far the best.
    Claire Dobson, Omnichannel Strategy Consultant
  • John has been phenomenal throughout all my interactions, communication has been regular during and after I secured a role. What can often be a daunting experience, John took a lot of the pressure away. Under promising and over delivering, being supportive, friendly and clear. John is a credit to the industry. Other recruiters can take a page out of his book. Thank you.
    Pavan Sharma, Business Support Manager
    Complete Cover
  • “Holly supported me in securing my current role. From our first conversation, Holly was brilliant to work with and was very invested in me and the outcome I wanted. Excellent, honest communication and feedback along the journey, Holly very much added value to my great experience. An absolute pleasure to work with, I could not recommend working with Holly enough!”
    Carinna McMillan, Head of Customer Services
  • I contacted Perry regarding a role I was interested in and after a long discussion whereby he was sure to understand my skillset, he recommended me for another role within the same organisation. He worked closely with me throughout the process, keeping me up to date and being there to answer questions…ultimately assisting my success in getting the role. Having being directly placed by Perry and subsequently hired others within my team from him, I would highly recommend!.
    Hannah Shaw, Senior Planning Manager
    Thames Water
  • Perry was brilliant in helping me find suitable candidates in planning & scheduling. We were successful in finding a great person who fits right in with the team. Thanks Perry for all your help
    Brendan McKernan, General Manager Central Service and Planning
    BT Consumer
  • Michelle placed me in a role back in the 00’s and she has remained one of a small group of industry specialists that I would highly recommend. She stays in touch with candidates and is genuinely interested in you as a person, not just whether she can get any more placement opportunities. Straight talking and always comes back to you with timely updates, even if the news is not what you want hear. I would strongly recommend Michelle to Employers and candidates alike, you will not be disappointed
    Ross Telfer, Operations Director
  • “I have known Hannah for a number of years and I have found her to be really approachable and professional. Hannah has helped me make a number of career decisions and she is always available for advice and updates on what is happening in my Industry. I would recommend Douglas Jackson for any recruitment needs either as an employer or an individual thinking about making a career move”
    Alexandra Marsden, Head of Distributed Banking Operations
    Monzo Bank
  • Perry is a great head hunter. Perry is able to find the right candidate for employers matching the desired skills and profile to the most suited position seeker. I have always found Perry very professional in his communication keeping me up to date with vacancies, application progress and feedback when necessary.
    Ahmed Alaoui, Forecasting and Performance Management, Rightmove
  • Michelle was a true expert with a passion for recruitment in the areas we worked on together. She knew the contact centre market very well, she was well networked and could provide insight and advice on how best to go to market. She supported me in recruitment across two organisations and was a pleasure to work with. I would highly recommend her for contact centre recruitment needs as a true business partner with a practical, grounded approach.
    Matthew Hammond, People Business Manager
    Hotel Chocolat
  • Thérèse Charlton, Head of Operational Excellence
    As an ex recruiter it was very strange being on the other side of the fence and really refreshing to see how Kerry works. Kerry was faultless in her support of me as a candidate throughout the process. I was impressed by how much she knew about the role and company and how she listened to what was important to me as a candidate. Her constant flow of communication was fantastic, her approach pragmatic and open. And whilst her role is working for the client, she was always very candidate focused. Can't recommend her highly enough!
    Thérèse Charlton, Head of Operational Excellence
  • Great process as well as flow in communication and relationship allowing me to secure opportunities with great clients. I highly recommend Rebecca
    Tyrese Michael, Brand Marketing & Strategic Partnerships
    Beats by Dr Dre & MKTG
  • It has been an absolute pleasure getting Kerry’s support in my search for the right job. She knows what you need and what you are looking for and will try and find you the right position. Her dedication, support, her follow up after interviews and even after getting the job is unique. She is totally dedicated to what she does, and she does it excellently.
    Monica M Jimenez, Partner Support Manager
    , Ariix
  • Kerry has been working with me in my quest to secure a new Customer Experience role. Kerry's combination of professionalism and compassion for her candidate has been a real pleasure to work with. Kerry's communication and feedback is both valued and of real quality, that has me as the candidate with a feeling of assurance and being in capable hands. Having worked with a vast number of recruitment consultants over the past few years, it is always great when I get to work with a consultant that promotes a positive human focus providing a good candidate experience. Thank you Kerry.
    Simon Zacharzewski, Customer Onboarding & Service Transition Manager
  • Hannah is an exceptionally personable and caring executive search professional. The role we were working on ultimately didn’t come to fruition but Hannah was engaged and contactable throughout the process, keeping me up to date at every stage. A pleasure to work with.
    Tom Cotterill, Head of Engineering
    Balfour Beatty
  • I worked with Rebecca very recently to secure my current Customer Experience position. Throughout the entire process, she was a refreshingly friendly and encouraging. I didn’t need to wait for updates, as Rebecca was prompt and informative, helping to manage my expectations throughout. Most importantly, she was focussed on making the right match for both employee and employer, making astute observations and applying them to the process. I would happily recommend Rebecca, for a personal yet professional recruitment service.
    Ashley Wallace, Customer Experience Manager
    Karbon Homes
  • I have worked with Rebecca now for almost a year. Although we are a business that concentrates heavily on direct source meaning we very rarely use recruitment agencies unless there is a necessity I have found Rebecca a breath of fresh air. Out of the many agencies I have dealt with it is refreshing to deal with a recruitment professional that follows company processes, respects our business, and listens and understands intently to our requirements before providing candidates that are exactly on the money. Rebecca has recently placed a candidate with us who was everything we were looking for. I highly recommend Rebecca to any prospective clients looking for a reliable recruitment professional that is able deliver quality candidates. I have no doubt she will continue to deliver excellent customer service to all of her clients.
    Jay Ahmed, Talent Acquisition Specialist
    Network Homes
  • I had the pleasure of working with Perry on a recent recruitment. Perry is easy to get along with and made the whole process very smooth and stress free. If you are ever looking for a new role I will always recommend him to help you find your next position.
    Daniel Rudge, Head of Resource Planning
    Kindred Group
  • “Many thanks to Lorraine at Douglas Jackson for working with me to find the perfect new opportunity. In just a couple of weeks of working with Lorraine and the team, I have managed to secure a fantastic new role with an excellent brand. I really appreciated Lorraine’s ability to understand me, my requirements and expectations and then be able to match me to a perfect fit role. A great and efficient service!”
    Mandy Holford, Director of Customer Service
  • “I worked very closely with Lorraine, with her placing me in a Senior Role. I found Lorraine to be dedicated, professional and above all have a high level of knowledge in the field I work in. Regular contact which I feel as a candidate you need so much to have the confidence that the headhunter is working for you. Lorraine did this and went above and beyond on a regular level. I would highly recommend Lorraine and Douglas Jackson. Thank you so much for your fantastic service and support in placing me.”
    Amanda Holbrook, Site Director Arvarto Digital Services
    Arvarto Digital Services
  • “As a candidate I cannot praise Douglas Jackson enough. In a highly competitive field they stand out as my number one choice for securing a new role. They deliver exactly what I expect of them time after time, and to a high standard. They remember what so many recruiters forget, “stay in touch, update, recommend roles and give advice” For me their secret has been that you have a relationship with them and are not just a number. They instil a confidence in me that my next big role is my next interview.”
    Del Crosby, Senior Contact Centre Manager
  • “As a contact centre manager specialising in customer service, I have had to engage many recruitment firms as both a client and a candidate. Having recently been placed in a role by Michelle at Douglas Jackson, I can honestly say that I have never encountered an individual, or company so in tune with the needs and intricacies of recruiting for the Contact Centre Industry Michelle immediately understood my experience and suggested roles that perfectly suited my needs. During the recruitment process she was always on hand to offer advice, guidance and feedback whilst promoting my strengths and skills to potential employees. Michelle also went the extra mile by securing me tickets to industry events as a guest of Douglas Jackson in order to provide networking and learning opportunities, this would later prove to be a crucial part of securing my placement with a Multi-National Company. I would recommend any Contact Centre Executives looking to further their career to trust Douglas Jackson to find the right job for them.
    Marc Monet, Contact Centre Manager, Operations Manager
    Visitor Chat
  • I contacted Perry via LinkedIn for a new job opportunity in or around my local area, Perry explained an opportunity within driving distance that was a direct step forward in my career, he was informative and knowledgeable about the role and those I would be working with. After the initial interview stage Perry continued to be supportive even after I had started at my new role. He did not under or over sell the opportunity and I can only thank him for his hard work, there is no one else I would recommend over him
    Kieran Bolton, Senior Resource Planning and Forecasting Analyst
    The Share Centre
  • Kerry has been super through the whole application, she has given me realistic expectations, calmed me down when I have been in a panic and really shown a human approach. I could not recommend her enough.
    Sadie Pettitt, Consumer Specialist for the UK
  • Adam Lough, Planning professional
    Fantastic service provided by Perry. Honest, professional and caring. Pleasing to have you part of my professional journey. Thanks again!
    Adam Lough, Planning professional
  • I thoroughly recommend Michelle and her team at Douglas Jackson for the simple reason that they care about people whether you are a client or candidate to ensure they deliver the right match. Whilst that might mean you have not been successful in the role, what you will experience is clarity in communication, attention to detail during the process and personalised feedback that you can take away. I was made redundant in July and due back in work on 2/11 and in that time I got very close to a very senior role and put a lot of work into the application. Every minute was well spent and I appreciated the support and recognition from Michelle. Despite the fact I didn’t quite make the final stage she made me feel like I had still won which is quite a skill under the circumstances. I was also impressed with how Michelle organises business webinars with expert speakers on specific subjects (example dealing with home working due to COVID) which was informative and enjoyable to take part in. Although I wasn’t in a role I was still invited and contributed to the discussion and it made me feel like I was adding value and back in work again. Anyone who has been made redundant will know how valuable that feeling is. Overall, I have been positive and upbeat but I did have a week or so wobble whereby I took myself out of job searching as I had hit the wall. Michelle was one of the people who just happened to be in the right place at the right time to help pick me up and recommend some self help audio books, another sign of someone going beyond to help someone. If I am ever in need of a new role or fortunate to be in a position to hire myself, I would absolutely have no hesitation in contacting the Douglas Jackson team
    Lloyd Burgess, Head of Operations
    Plumbs Limited
  • I have had the pleasure of working with Michelle on finding a new role after being made redundant from my role in May. I can honestly say that she went above and beyond in supporting me through the process of finding a suitable role and ensuring I was fully prepared at every stage of interviewing. She was genuinely interested in me as an individual from our initial conversation, right through to when she had helped to secure me a role. Her commitment to open and timely feedback and communication was a breath of fresh air. Thank you
    Asim Malik, Team Leader
    Sweaty Betty
  • Michelle is thoughtful, thorough, supportive and persistent. She takes the time to thoroughly understand her client's brief and her candidates' capabilities. An out-of-the-box thinker: I look forward to working with Michelle and her team again in future.
    Matthew Swainson, Commercial Director
    Imperium Risk Platform
  • I am so excited to have secured an exciting new role at Motability, however I could not have done it without the help, support & positive encouragement from Michelle. From our first point of contact to job offer Michelle went over and above to keep me informed, gave great feedback after each interview and helped me make the decision to accept this amazing role ..... thanks Michelle you were brilliant 😊
    Catherine Holmes, Head of Operations
  • I had the pleasure of working with Michelle and her team during a recent application for a role Douglas Jackson were tasked with filling. I cannot say enough good things about Michelle and how smoothly she coordinated the process from start to finish. She clearly understood the role and what was required by all parties. The proactive support, insight and guidance were especially appreciated and Michelle was always on hand to address any questions, concerns and feedback; providing a seamless link with the recruiting business. I would not hesitate to endorse Michelle as someone with whom both businesses and applicants would be lucky to work.
    Senior Manager (Head of Complaints - Europe) at SquareTrade
  • Having worked with Michelle Ansell at Douglas Jackson recruitment recently I have to say that in all my 26 years of working with recruiters this is the first time I have felt like a human being rather than a placement. Michelle’s attention to human detail has been an absolute pleasure and all the contact, updates, organisation and care have been second to none. I’ve already gone on to advise others of Michelle’s prowess since. Not only this but the content that Michelle generates on Linked-In has been engaging and constantly inspires me. Thank you for the past few months Michelle. Louise Lupton, Commercial Director
    Louise Lupton, UK Sales Director
  • I love your business, it is full of authenticity, it is full of honesty.  I always recommend you guys.

    Damian Kirk, Director of Residential and SME
  • "Hey Holly, Awesome job on that assignment, thank you!"
    Lawrence Gosden, Chief Executive Officer
    Southern Water
  • “You have outstanding relationship building skills, coupled with listening to understand, curiousity and empathy and when you add your knack of asking great questions which yield the information you need to match the candidate to the organisation, you show up like a friend.”
    Viv Kelly, Head of Customer Service
  • “Holly has been with me every step of the way in my search for a new role. Professional, empathetic, approachable, focused and above all, extremely good at her job. I can’t recommend Holly highly enough, she matches clients and candidates really well and works to achieve the very best outcome for both.”
    Rebecca Judd, Head of Customer Experience
    Ovo Energy
  • “Holly first approached me via LinkedIn for a vacancy she was supporting. Holly was nothing but professional from her very first interaction. She arranged to discuss the vacancy with me, really sold to me what that business had to offer and was able to gain from me the skills and experiences I had. During several conversations, Holly and I built up a great rapport and she was able to quickly identify my strengths and was able to relay those back to her client, which I know had happened from there HR Business Partner. Holly was brilliant at listening, giving direction and advice and was always prompt at being able to keep me updated on everything that was happening. From our first interaction on 7th February, it took just another 11 days for me to secure a new role which is phenomenal. I thanked Holly who told me it was just her job, however her job gained me a job, and I will always be grateful for her support. I have absolutely no doubt that anyone who works with Holly in the future will have an amazing experience. A massive thank you from me.”
    Matt Marriott
    Severn Trent
  • “You care for those people you help and you have a great curiosity of the industries that you support”
    Ian Parry, Utilities Leader
  • “Thank you and for being part of my journey as a navigate through my career too! Really appreciate it 💚 x”
    Christie Starbuck, Customer Experience Director
  • 'Where have you been hiding? I've needed a talent spotter like you that just comes straight in with the goods and knows the market and just "gets it" it's really refreshing'
    Anu Gibson, Customer Service Director
    Ovo Energy