Customer Experience Manager

Job Ref: DJHB1052
Role: Customer Experience Manager
Location: Stafford
Salary: £50,000 per annum plus bonus and benefits
Job Type: Permanent

I’m currently partnered with a scaling business who are looking to introduce a Customer Experience Manager to their growing team.

Working on the design and implementation of a clear customer experience strategy, this opportunity offers the successful individual the chance to work autonomously with ownership of the customer experience function for the organisation.

Creating a defined strategy and plan, you will need to have a methodical and planned approach.

Responsibilities will include:
• Managing, communicating with, and influencing internal and external stakeholders through customer experience initiatives and improvements.
• Designing, developing and implementing step change improvements for customer experience.
• Analysing reporting systems to discover the areas of improvement across the customer experience landscape.
• Working closely with other business units to roll out a clear and objective driven customer experience strategy.
• Owning the customer experience strategy end to end for the business.
• Responsible for embedding the customer experience ethos across the business.

You will ideally be:
• Experienced in designing and creating CX strategies.
• Analytical in your approach to creating resolutions.
• Able to demonstrate step change improvements to customer experience.
• An expert in developing strategy with an analytical approach.
• A lean six sigma green belt.
• Experienced working within in a highly regulated industry sector

This is a great opportunity to evolve within a business that’re going from strength to strength with the opportunity to grow and develop within a scaling business.

This role offers a unique opportunity to take ownership of the customer experience strategy, designing the initial strategy as well as the processes and procedures across the customer journey.

Please note that at this time, the business are conducting all interview stages virtually due to the current climate.

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.

Service Delivery Manager – Digital Services

Job Ref: DJMA1837
Job Title: Service Delivery Manager – Digital Services
Location: Midlands (Worcestershire)
Salary: £40,000 – 45,000 plus excellent benefits
Job Type: Permanent

This is a new additional opportunity for a Digitally experienced Service Delivery Manager. The successful candidate will lead a new team and take full responsibility for the definition and continuous improvement of the Service Asset and Configurations Management (SACM) processes for hardware infrastructure, network, service, security and cloud, end user devices and software.

You will lead a team that is focussed on delivering excellence in customer service, through an end to end service delivery and support function. Working to agreed service level agreements, managing and controlling internal resources and external supplier relationships and contract management.

You and your team will support all technology and applications, administer, and manage all contracts, root cause activities, develop and issue management information, advice and recommendations. Working with senior stakeholders and the wider organisation to develop best practice.

If you are interested in applying for this role, you will have significant experience of working with digital service technologies and their applications in a service delivery function. The ability to develop and lead a customer focussed team and have experience of implementing a growing SACM function and processes. Experience within the public sector procurement would be 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, 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.

Applications Manager – Oracle

Job Ref: DJPF1309
Job Title: Applications Manager – Oracle
Location: Warwickshire
Salary: Up to £50,000 + Excellent Benefits
Employment Type: Permanent

My client is looking for Applications Manager to oversee their Oracle platforms. You will have total responsibility of the systems and its upgrades.

Responsibilities include:
• To establish a road map for the long-term treatment of all legacy Oracle applications, including recommended priorities
• To collaborate with suppliers/partners to design and deliver solutions that fit with our technology stack, represent value for money, and have sustainable longevity
• Support continuing Oracle applications, ensuring they are stable and available
• To provide technical expertise in the event of an outage impacting any well used Oracle application, liaising with ICT managers and suppliers through to resolution
• To provide leadership regarding any interfaces between well-used Oracle applications and other solutions used
• To ensure that architecture and technical support documents are developed and maintained to enable both improvements/replacements and effective support in the interim

If you are interested to apply you will need:
• Experience analysing the solutions landscape and proposing treatments
• Experience working with partners/suppliers to design and deliver solution replacements
• Experience managing outages to important ICT systems
• Experience managing applications in conjunction with suppliers/partners
• Experience ensuring required interfaces between systems are efficient and supportable
• Experience establishing and testing ICT continuity and recovery arrangements
• Experience overseeing upgrades to applications

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.

Finance and Procurement Coordinator

Job Ref: DJPF1308
Job Title: Finance and Procurement Coordinator
Location: Warwickshire
Salary: Up to £30,000 + Excellent Benefits
Employment Type: Permanent

My client is looking for Finance and Procurement Coordinator who will ensure that ICT purchasing remains compliant with organisational standards and that there is tight control of ICT budgets and expenditure.

Responsibilities include:
• To establish and agree with Finance and Procurement colleagues local processes and procedures for ICT purchasing that fully align to organisational policy
• To assist ICT managers with understanding and complying with acceptable purchasing routes, to ensure goods and services are necessary and represent value for money (i.e. fit for purpose at the right price), and ensure that they provide sufficient information to enable purchase orders to be raised
• To raise purchase orders, ensure that goods/services are receipted in a timely fashion when goods and services are accepted.
• To handle any queries related to incoming invoices
• To ensure that the finance system is accurate
• To deliver a monthly analysis of expenditure against forecast for all ICT budgets, highlighting areas of concern, and extract explanations for variations from ICT managers

If you are interested to apply:

You will have experience in the following:
• Establishing, maintaining and improving financial record keeping
• Experience purchasing goods and services in line with organisational rules Significant
• Monitoring expenditure against budget forecasts
• Analysing financial information and identifying issues
• Large procurement exercises
• Excel skills to an intermediate or advanced level

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.

This is not a job alert

You may have realised from the title but this is not a job alert….

We wanted to let you know that we are putting together various news and help articles which you can sign up for here

 

 

One of the articles we will be sharing is also one of the most popular questions and areas of advice we get asked on a daily basis.  What do you think about my CV, or any top tips on my CV?

We asked Nicola Callan, Career Coach from HR Boost for her thoughts and Nicola kindly wrote an article for Douglas Jackson and our community on Top Tips for CV writing.  If you follow the article and need a sounding board, then do let us know.  There is a short video, which can be viewed here.

 

 

The full post will be on it’s way to this week if you sign up here.

If you have a subject or would like some help and advice at this time, then please do contact us on 0345 620 9720, or mail@douglas-jackson.com

Hoping everyone is safe and well.  Speak soon.

TeamDJ

IT Technical Support (Level 4)

Job Ref: DJPF1306
Job Title: IT Technical Support (Level 4)
Location: Worcestershire
Salary: Up to £40,000 + Benefits
Employment Type: Permanent

My client is looking for Technical Support specialist who will be responsible for contributing to an efficient and effective ICT Service, ensuring a quality end to end ICT Service.

Responsibilities include:
• To provide a Level 4 technical support capability, to carry out appropriate problem-solving activities.
• Research customer issues in a timely manner and follow up directly on recommendations and action plans.
• To diagnose faults within technical systems and take appropriate action, escalate (as per appropriate level) ensuring proper recording, investigation and identification.
• To maintain/enhance working knowledge of emerging technology and industry best practice, gaining knowledge and expertise through hand-on experience, self-study, and other agreed learning environments.

If you are interested to apply:
• ICT (Level 5) professional qualification or equivalent ICT qualification.
• Professional Management qualification (Level 5), or equivalent.
• ITIL certification in IT Service Management, or similar.
• Significant knowledge of relevant IT technologies and applications their
use and application.
• Substantial knowledge, acquired through hands-on experience, in a specialist technical support environment for both hardware and software.
• Vast experience working within physical and virtual teams, helping to manage workloads.
• Substantial experience in problem solving, solutions development and system management.
• Significant experience of supporting a diverse user base on both hardware and software related issues.

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 Improvement Manager

Job Ref: DJHB1051
Role: Business Improvement Manager
Location: Stafford
Salary: £50,000 per annum plus bonus and benefits
Job Type: Permanent

I’m currently partnered with an ever-evolving business who are looking to strengthen their team through the introduction of a Business Improvement Manager into the scaling team.

The team require an experienced continuous improvement specialist who is able to implement lean processes and practices to enhance the customer journey.

Responsibilities will include:
• Managing, communicating with and influencing internal and external stakeholders through continuous improvement strategies.
• Developing operational excellence strategies and programmes across all company departments.
• Ongoing Process Improvement to identify and help with step change.
• Efficiently executing the business’ improvement strategy across all teams, departments and third-party stakeholders.
• Interpreting analytical insights, demand and other important activities to make improvements across the business.
• Leading problem solving and training / coaching stakeholders to identify areas of improvement – sourcing the root cause and spearheading the creation of a solution.

You will ideally be:
• Experienced in coaching and mentoring operational excellence strategies, processes and procedures.
• Qualified in Lean Six Sigma (however this is not essential)
• Self-motivated with the ability to communicate effectively with all business areas.
• Experienced in working with a regulated industry sector.

This is a great opportunity to evolve within a business that’re going from strength to strength. The opportunity to grow and develop within a scaling business.

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.

Resource Planning Analyst

Job Ref: DJPF1305
Job Title: Resource Planning Analyst
Location: Midlands
Salary: up to £31,000 (dependent on Experience)
Employment Type: Permanent

My client is looking for a Resource Planning Analyst who will be inspired by a fast-paced environment and the opportunity to enable the Customer Support department to provide a market leading service.

You will be responsible for ensuring that adequate staffing resources are available to meet growing demand. In addition to day to day management of real time performance, you will also excel at reporting through various platforms to enable the business to understand their customer demands and needs.

This role is an opportunity to make your mark by defining, creating, forecasting and utilising MI systems to take their service to the next level.

Responsibilities include:
• Produce accurate resourcing forecasts, management reports and analysis.
• Create resource plans including scheduling rotas and shift patterns and supporting the real-time operation of the department.
• Use workforce management tools to optimise resource planning and scheduling processes, to achieve service levels.
• Manage the production of departmental reporting requirements, including monthly department packs, daily / weekly reporting and/or dashboards.
• Produce clear and easy to understand reports that communicate complicated data analysis and findings to non-technical audiences.

If you are interested to apply:
• A good knowledge of contact centre metrics and their calculation.
• A good knowledge of WFM software and its application in contact centres.
• Strong interpersonal skills.
• Excellent written and verbal communication.
• Intermediate Excel skills (able to create macros, create pivot tables and apply common excel functions i.e. Vlookup, Index and Match etc.)
• Experience working in an environment that manages multiple channels and priorities.
• Experience working in a high-volume Contact Centre.

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 Leader (Night Shift – 4 on/ 4 off)

Job Ref: DJHC4303
Job Title: Team Leader (Night Shift – 4 on/ 4 off)
Location: Midlands
Salary: Up to £30k (pro rata’d to a 35 hour week) + £5k shift allowance
Employment Type: Perm

I am looking for an innovative and independent Team Leader, that can manage customer service agents through change, and take ownership of the team, making decisions in the absence of senior staff.

Although this is a Night Shift role – this is structured on a 4 on and 4 off basis!

In return for effectively taking your team on a huge transformational journey, you will receive a real investment from the company into your future, through industry relevant qualifications!!

Responsibilities:
• Operational Leadership and day to day management of the night shift team (15FTE)
• Drive customer centric change within the team, promoting this across the rest of the business
• Evangelise customer experience excellence internally and externally
• Use insight and MI to collaboratively drive customer experience and performance
• Identify training needs and then coach and mentor your team in line with the business culture and objectives

Key behaviours:
• A strong Team Manager who can both manage and lead from the front
• Customer centric and somebody who always looks for the best customer outcomes
• Resilient through periods of transformation, and able to take customer service agents on a journey
• Independent and prefers working using autonomy

If you are interested in applying for this position, you will need to have a proven track record of working in a contact centre environment, in a management capacity.

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.