Business Support Coordinator – Analyst

Job Ref: DJPF1292
Job Title: Business Support Coordinator – Analyst
Location: Birmingham, West Midlands
Salary: up to £22,000 per annum IMMEDIATE START EARLY JANUARY AVAILABLE
Employment Type: Permanent

Working with this highly regarded established organisation, you will play a pivotal role, supporting a number of business units in a resource support, scheduling and analytical capacity.
You will work to deliver the effective and efficient allocation of a field based workforce, planning visits and workload.

Working with the business functions you will co-ordinate service delivery which achieves company, client and business objectives, resolving any issues and or working to SLA’s and KPI’s.
You will need to develop a good understanding of all products system, process and procedures to offer administrative as well as scheduling and resource planning support.
Good communication and organisation skills will be required to build and maintain excellent relationships both internally and externally.
You will also be able to identify any improvements and present these findings at client or company meetings.

If you have are looking for a varied role which will give great exposure across a professional service business, you will be used to working in a client or customer service environment with good communication skills. You will be able to deal with a high volume of information and ideally have some experience of resource planning, scheduling and data analysis.

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 – (Contact Centre)

Job Ref: DJMA1825
Job Title: Operations Manager (Contact Centre)
Location: Midlands
Salary: to £35-45,000 bonus and benefits.
Job Type: Permanent IMMEDIATE START AVAILABLE

This is a newly created opportunity for an experienced and motivated Operations Manager to take on a developing, growing team in a complex regulated business.

The business will be looking for an individual who can lead from the front, can identify priorities and effect changes in resource accordingly to any escalations and customer demand.

An individual who can manage, nurture and develop Team Leaders to get the best out of their team whilst growing their own skills and abilities.
As a growing business, the ability to work autonomously will be required. Every day will present fresh challenges or opportunities, being able to maximise and mitigate, whilst driving continuous improvement and developing best practice will be key for this appointment.

If you are interested in applying for this role, you will need previous Contact Centre Management experience and a can do attitude.

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.

Training Team Manager

Job Ref: DJKG1312
Job Title: Training Team Manager
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £35k to £37k
Permanent: Monday to Saturday (37.5 hours a week)

I am looking for experienced Training Team Manager to develop the capabilities of staff within this operation to ensure a sustainable and successful organisation.

You will support Trainers within your team and report into the Learning and Development Manager.

• Design and deliver new entrant training for all staff
• Create training resources and written briefing to provide efficient training methods
• Measure the success of training provided by learning and development
• Measure the success of coaching provided by the team
• Work with other operational staff to ensure any project or procedural changes are trained and communicated with the staff
• Work with the Quality and Coaching Team manager to ensure all training reflect the behaviours outlined by the coaching framework

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They are looking for someone that has experience in designing and delivering learning and development solutions within a customer service/contact centre setting and has experience in managing a team.

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.

Quality Team Manager

Job Ref: DJKG1309
Job Title: Quality Team Manager
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £35k to £37k
Permanent: Monday to Saturday (37.5 hours a week)

I am looking for an experienced Quality/Coach/Learning and Development Team Manager to support my client through culture changes and engage staff in a continuous learning journey in order to offer first-class customer service.

You will support the Quality and Learning and Development Executive and report into the Learning and Development Manager.

• Work with the Training Team Manager to ensure all training and behaviour are within the quality and coaching framework
• Complete spot checks on quality reviews conducted by the team
• Complete target quality reviews
• Measure the success of coaching provided by the team
• Report on the ROI for all coaching activities

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They are looking for an excellent communicator on all levels that can handle complex workload and prioritise changes at short notice. Knowledge of “GROW” coaching model is 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.

Trainer

Job Ref: DJKG1311
Job Title: Trainer
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £27k to £30k
Permanent: Monday to Saturday (37.5 hours a week)

I am looking for experienced Trainer/Learning and Development Trainer that can design, development and deliver all new entrants that start the academy.

You will work closely with the Quality and Coach Team Leader to ensure culture and employee engagement and a continuous learning journey is promoted within the business.

• Design and deliver core customer service training as well as technical skills training of the staff
• Work with HR to identify external training to support the staff such as resilience, mental health and well-being
• Maintain individual learning contracts for all new recruits
• Create training resources and written briefing to provide efficient and effective learning methods

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They are looking for someone that has experience in designing, developing and delivering learning and development solutions with a customer setting, along with coaching in a contact centre/customer service environment. Experience working with vulnerable customer groups is 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.

Learning and Development Coach

Job Ref: DJKG1310
Job Title: Learning and Development Coach/Quality Lead (within a Customer/Contact Centre)
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £27k to £30k
Permanent: Monday to Saturday (37.5 hours a week)

I am looking for experienced Learning and Development Coach or Quality Lead that can develop capabilities, skills and competencies for this growing organisation.

You will work closely with the Quality and Coach Team Leader to ensure culture and employee engagement and a continuous learning journey is promoted within the business.

• Complete sample calls and quality reviews
• Complete weekly quality assessments for new recruits during their training period
• Offer regular 121s and dedicate coach support
• Coach and support the academy staff

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They are looking for someone that has knowledge of the “GROW” Coaching model and has designed and delivered learning and development solutions within a customer service department

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 or Team Leader (Customer service or Contact Centre)

Job Ref: DJKG1308
Job Title: Team Manager or Team Leader (Customer service or Contact Centre)
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £30k to £37k
Employment Type: Permanent -Monday to Saturday (37.5 hours a week)

I am looking for a strong Team Manager or Team Leader for an organisation that is expanding their operation through people, growth, technologies and culture.

This is a pivotal role within this organisation. The main remit for this role is guide the team through the growing pains of change, they are looking for someone that can provide solutions and development. You will manage a team of approx. 12 case workers.

• Manage and develop case workers and identify any training or quality issues
• Engage and consult with internal and external colleagues and help to improve efficiencies
• Be a role model of the client’s behaviours and reinforce applications for their operating principals
• Experience in dealing with escalations

This is a fast-paced customer focused role that is in the process of major growth within the organisation. They are looking for someone that can offer solutions and can develop the team of case workers to meet business objectives whilst ensuring an outstanding customer and employee experience

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.

Resource Planning Analyst

Job Ref: DJPF1291
Job Title: Resource Planning Analyst
Location: Leeds, West Yorkshire
Salary: up to £23 – 25,000 per annum
Employment Type: Permanent

Working within this developing resource planning function you will be working with the Resource Planning Manager and support your customer service colleagues to better serve their customers, understanding behaviours and plan more effectively all to deliver an excellent colleague and customer experience.

Working collaboratively, you will deliver forecasting and scheduling support across a multi-channel customer contact centre, providing reports and making recommendations to you internal stakeholders and customer service colleagues.

Strong communication skills will be required as will a good understanding of resource planning and proven experience of reporting and analytics.

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.

Head of Contact Centre

Job Ref: DJHC4297
Job Title: Head of Contact Centre
Location: South East
Salary: Up to £90k + bonus + benefits
Employment Type: Permanent

This is an exciting Leadership opportunity within a high profile organisation, currently going through significant transformation.

Responsibilities:
• Operational Leadership of the multi-channel contact centre of approximately 300FTE
• Optimise customer experience maintaining and improving NPS
• Develop and deliver the business and customer strategy across a variety of teams, including complaints, across inhouse and outsourced teams
• Improve cost to serve by reducing repeat customer contact and improving first contact resolution
• Drive digital contact by the delivery of current and future digital strategies (social, live chat and messaging)
• Work cross functionally, promoting collaborative working and driving continuous improvement
• Accountable for P&L and cost to serve

Key behaviours:
• A strong Leader who can initiate and drive change in a complex and high performing environment
• A Leader who can performance manage and develop teams to a very high standard
• A customer advocate who will always look at how to achieve best outcomes for the customer
• A strong influencer of people who can work effectively cross functionally internally and externally

If you are interested in applying for this position, you will need to have a proven track record of leading high performance teams in a multi channel environment, across customer service operations.

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 in to any discussions or offer any assistance regarding sponsorship.

Resource Planning Manager

Job Ref: DJPF1290
Job Title: Resource Planning Manager
Location: Greater Manchester, North West
Salary: up to £45,000 per annum
Employment Type: Permanent

This is an exciting opportunity for a Resource Planning Manager to set up a planning and MI function from Scratch. You will manage a small team of specialists to ensure that the right people are in the right place at the right time and ensure excellent customer service can be achieved at all times.

Some of the Responsibilities include:
• Accountable for the forecasting and scheduling of resource for the contact centre, ensuring KPI’s and SLA’s are met on a daily, weekly and monthly basis.
• Responsible for the execution of the contact centre scheduling and demand management plan each day.
• Support the Operations team with data and insight to make Real Time intraday decisions to ensure a positive impact on the business service objectives.
• Produce and develop MI/BI reports

If you are interested to apply:
• An understanding of customer service and contact centre methodologies and processes
• Previous operational within a large scale multi-site contact centre
• Previous experience in both a hands on Planning and MI role
• Strong Excel experience

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.