Head of Customer Service Operations

Job Ref: DJHB1028
Job Role: Head of Customer Service Operations
Location: Glasgow, Scotland
Salary: £60,000 – £75,000 per annum + bonus and benefits
Job Type: Permanent

An exciting opportunity has arisen for a Head of Customer Service to join an established organisation.
Reporting to the COO, you will be responsible for the delivery of two customer service sites for the business and will be required to lead and drive the operational customer service strategy for the organisation.

Working within a dynamic team of operational leaders, you will be responsible for:
• Taking ownership of the delivery on the customer service department within a multisite operation.
• Delivering and implementing the operational strategy for the consistent performance of the customer service team.
• Developing the internal customer service team to create future leaders and a strong succession plan within the business.
• Driving an evolving culture to continually improve processes and procedures to benefit the customer journey.

You will ideally be:
• Experienced in managing a team at Head of level, reporting directly into board level.
• Able to demonstrate the ability to lead a department to continually improve through the development of a changing environment experiencing continual growth.
• Able to lead and mentor Senior leaders to achieve.
• Experience within the Utilities sector would be a huge advantage.

This is an exciting Senior level position within an established organisation who are driving change, positive culture and development of the team internally. You will be required to manage teams both onsite and remotely and some travel will be required from time to time to other sites within the organisation.

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 any discussions or offer any assistance regarding sponsorship.

Director of Operations (Asset Management & Repairs)

Job Ref: DJHC4293
Job Title: Director of Operations (Asset Management & Repairs)
Location: South East / South Coast
Salary: Up to £120k salary + bonus + benefits
Employment Type: Permanent

I am looking for a commercial and customer centric Director of Operations, to take ownership of the repairs, major works, and Asset Management teams.

This is a commercial and customer focused role, with an innovative and forward-thinking organisation in the Housing Sector.

Responsibilities:
• Responsible for the development and delivery of the organisations Business Plans, leading operations across Asset Management, large scale works and repairs
• Take total ownership of the Profit & Loss for the function
• Focus on effective asset management ensuring profitability and delivery of budget
• Effective leadership and development of the teams to deliver quality services within budget
• Maintain and develop a range of strategic and operational relationships internally and externally in support of mutually beneficial approaches to business plans and growth
• Target portfolio growth through effective and efficient Asset Management
• Provide professional leadership at all levels, role modelling company behaviours and values
• Identify the needs of the customers, with regards to safety, paying particular attention to vulnerable customers, keeping the property portfolio exceptionally well maintained in line with business standards

Key behaviours:
• Demonstrable experience of successful Asset Management in either social housing or a similar industry
• Experience of managing property repairs at a strategic level
• High level of commercial acumen
• Self-starter, resilient, focused, a real achiever of results (customer & commercial)
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo
• Energetic & enthusiastic

If you are interested in applying for this position, you will need to have a proven track record of improving commercial and operational delivery in social housing or related industries.

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.

Director of Customer Operations

Job Ref: DJHC4292
Job Title: Director of Customer Operations
Location: South East / South Coast
Salary: Up to £120k salary + bonus + benefits
Employment Type: Permanent

I am looking for an exceptionally people focused Director of Customer Operations who has experience of driving results for the customer across Customer Experience and managing operational teams.

Responsibilities:
• Lead the Customer Operations Team (200FTE), including Customer Service, Customer Experience, Customer Insight, compliance and field based operations
• Through analysing customer needs, build a market leading Customer Experience process and monitor and improve this across the operation, and cross functionally
• Support customers throughout the customer journey ensuring they have an appropriate and exemplary level of support
• Drive the new multi-channel Operating Model embracing the people focused culture and tasking the operation on a journey
• Lead the development and training of the operational teams to successfully support customers through their customer journey and embed strategies and processes to improve service
• Set appropriate metrics and SLA’s to ensure performance is at an optimal level in both customer service and overall customer experience
• Represent Customer Experience excellence across the organisation, being the businesses Customer Advocate

Key behaviours:
• Self-starter, resilient, focused, a real achiever of results
• Excellent understanding and customer journey mapping and customer experience
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo

If you are interested in applying for this position, you will need to have a proven track record of leading large scale change whilst increasing performance in a multi-channel contact centre and customer experience 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 in to any discussions or offer any assistance regarding sponsorship.

Head of Operations / Contact Centre Manager

Job Ref: DJJM1239
Job Title: Head of Operations / Contact Centre Manager
Job Location: London / Middlesbrough
Salary: Up to £70,000 + bens (PRO RATA)
Employment Type: 6 Month Contract (Part-Time 4-Day Week)

Reporting to the Head of Operations, this role is with a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• Performance management of team members, including driving a coaching culture and planning training programmes
• Driving engagement and loyalty of employees, through development of reward schemes and recognition
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff, have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have 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.

Business Development Manager (Office Based)

Job Ref: DJKG1300
Job Title: Business Development Manager (Office Based)
Location: London
Salary: £50k plus excellent bonuses and benefits
Employment Type: Permanent

Working for an innovative ecommerce organisaton, my client is looking for a Business Development Manager/Sales Manager (office based). This role is focused on generating new business on a B2B level around the London and South West areas.

This role will involve you working with different brands across many industry sectors covering the full end to end sales cycle. You will also be working with key internal and external stakeholders and building future relationships.

Technical Skills
• Proven track record in new business success
• Be proactive in taking ownership and responsibility of your own workload
• Excellent relationship building and communications skills, articulate, engaging and confident
• Working to key targets and objectives
• Ability to build positive relationships

You will need to work closely with the Head of Sales who will support you with new prospect clients and you will need to be able to use your initiative and exercise sound judgement.

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 Sales

Job Ref: DJHB1024
Job Role: Head of Sales
Location: North West
Salary: OTE £90,000 – £110,000
Job Type: Permanent

We are partnered with a leading organisation to source a Head of Sales for their B2B operation. Working with a great brand, market proposition and plan shaping the future of the business; this is a really exciting opportunity to be a huge part of the growth of the sales function.

Heading up a dynamic team of sales professionals, duties will include:
• Ownership of the day to day sales function and responsible for performance.
• Leading the sales operation within a corporate B2B environment.
• Working alongside the rest of the Senior leadership team to deliver the sales strategy.
• Managing key stakeholder relationships both internally, externally and with third party suppliers.
• Autonomous running of a site, reporting directly into the board.

You will ideally be:
• Experienced in the management of a B2B sales function.
• An excellent communicator and agile people manager.
• Able to adapt within an evolving environment.
• Experience implementing a dialler system would be a great advantage, however this is not essential.

The role may require you to travel across multiple sites across the UK, you will therefore be required to drive.

This is an exciting opportunity for a driven individual to really make an impact within a growing organisation.

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 any discussions or offer any assistance regarding sponsorship.

Sales Manager (Telesales / Call Centre) (Contact Centre Background Required)

Job Ref: DJJM1238
Job Title: Sales Manager (Telesales / Call Centre) (Contact Centre Background Required)
Job Location: South East
Salary: up to 45k + bens
Employment Type: Permanent

Reporting to the Head of Operations, this role is with a company operating within a high growth and competitive market sector. The post-holder will play a pivotal role in the design and ongoing success of a sales function, effectively delivering robust and compliant sales success, twinned with an entrepreneurial flair in order to maximise all business opportunities.

Some of the responsibilities will include:
• To provide significant input to development of telephony sales process and procedure, ensuring compliance with industry / corporate guidelines.
• To provide visible and clear direction to your team, ‘leading by example’ and carrying overall responsibility for departmental KPI’s / targets.
• To recruit and subsequently develop a high performance sales team, defining KPI’s / targets, providing first-class coaching and on-going support.
• To work collaboratively with the senior leadership team in pursuit of wider business objectives, providing accurate, weekly, MI with regard to departmental performance.
• To consistently review both operational practices and departmental performance, ensuring high performance is rewarded and under-performance is addressed.
• To manage all data records of all clients and prospects in-line with industry guidelines and corporate expectations.

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.

Business Intelligence Manager

Job Ref: DJPF1283
Job Title: Business Intelligence Manager
Location: Surrey, South East
Salary: Up to £45,000
Employment Type: Permanent

We are currently recruiting for a Business Intelligence Manager who will use the BI to develop reports, analyse them and produce results which can be used to support discussions and negotiations to key internal and external stakeholders.

Some of the Responsibilities include:

• Actively liaise with internal stakeholders to collate overall picture of performance, using this to produce monthly reports and analysis
• Review and analyse performance and prepare MI packs for periodic meetings
• Build strong and collaborative relationships to understand overlaps and gaps. Define and describe these, highlighting any risks or opportunities to the company
• Identify missed opportunities in current business practices and propose new schemes

If you are interested to apply:

• Advanced knowledge of Microsoft Office, specifically Excel and PowerPoint essential to this role
• Minimum requirement of having achieved the FIT CII qualification
• Experienced in achieving a positive impact to business practice through analytics
• Organised, diligent individual who can multi-task and put the customer at the forefront of their decision making
• Have passion for actionable insight and be self-motivated and reliable with the ability to operate independently where required

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.

Reporting Analyst

Job Ref: DJEM1010
Job Title: Reporting Analyst
Location: Surrey
Salary: 25k – 30k plus yearly bonus based on performance
Employment Type: Permanent

A brand-new opportunity has become available for a Reporting Analyst to work within a well-known manufacturing company and well established organisation. Due to growth within the function, this role will join a small team to develop reports, dashboards and mine data using Excel.

Within this role you will be responsible for being the analytical aspect of the department supporting the team leader with analysis and reporting. Customer Insight and Voice of Customer will be the focus of the role, the individual will have to be confident enough to build dashboards and presentations to report on this.

• Provide Analysis and Reporting to the team
• Provide operational support during busy periods whether it be via telephone or case management
• Design and develop metrics, reports and analysis to drive key business decisions
• Creation of management reports

I am looking for an individual who has experienced producing reports, is able to extract data from a CRM system and have strong Excel skills.

The business is looking for someone who is a good critical thinker and is able to communicate to all levels of the business, being able to assemble and analyses data for business reports is an essential part of this 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, 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.

Senior Customer Service Manager

Job Ref: DJHC4290
Job Title: Senior Customer Service Manager
Location: South East (Coast)
Salary: Up to £60k Salary
Employment Type: Permanent

I am looking for an enthusiastic Customer Service Manager, who has experience of driving results for the customer across complaints and specialist functions.

This is a high impact role with an instantly recognisable organisation!

Responsibilities:
• Manage and assure the accelerated and effective resolution of high profile complaints
• Manage the complaints process ensuring appropriate actions are in place to enable resolution and compliance
• Lead and manage the delivery of litigation and enforcement activity to agreed timescales, outcomes and debt strategies
• Provide feedback and input to the customer strategy and relationship management teams to drive improvement in effective customer journeys
• Oversee the management of Key Accounts
• Lead and develop a diverse team to effectively deliver defined outcomes, build a high performing culture which strives to consistently improve effectiveness, efficiency and ways of working
• Drive effectiveness and efficiency of the team, actively reducing cost and improving outcomes
• Own the process for effective service delivery for vulnerable customers

Key behaviours:
• Enthusiastic and energetic
• Self-starter, resilient, focused, a real achiever of results
• Excellent stakeholder management skills
• Excellent influencer at all levels
• Engaging leader – able to communicate at all levels
• Excellent understanding of customer experience excellence

If you are interested in applying for this position, you will need to have a proven track record of driving performance teams in a complex contact centre and customer experience 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.