MI Analyst

Job Ref: DJPF32127
Job Title: MI Analyst
Location: Essex (2 – 3 days a week)
Salary: up to £33,000 per annum + benefits
Employment Type: Permanent

An exciting opportunity has arisen for a MI Analyst to join an established organisation.

This role is at the crossroads of MI & BI where the successful applicant will need to be comfortable creating new reports but will also need to maintain and expand long standing datasets within the business.

Some other responsibilities include:
• Aligning and streamlining systems and processes – The scope of the MI team recently expanded to cover the entire business, as a result there are multiple systems and processes in place
• Developing an extensive suite of holidays reporting
• Be able to design, create and update operational MI suites
• Customer behaviour analytics

You will ideally have:
• Advanced Excel skills – VBA

Ideally the jobholder should have experience of an operational environment.

Follow us on Twitter @douglasjackson

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

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

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

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

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Business Development Director/Sales Director

Job Ref: DJKG32125
Job Title: Business Development Director/Sales Director
Location: Home working (with occasional travel)
Salary: £80k to £100k (plus bonus car allowance, healthcare)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Business Development/Sales Director with a focus on critical pre-procurement activities for major and/or strategic important key opportunities for my clients Customer Service sector. You will report into the Capture Director and will be working closely with the Bid Director and other functions within the Customer Service arena.

This Business Development Director/Sales Director role will lead on the development of key opportunities from conception of new business and rebid through to Gate 2 handing over a detailed capture plan to the bidding team. This role will play a major role in the shaping and development of the relevant sectors business development pipeline for opportunities at least 1-5 years in advance or procurement. Customer Service exit pipeline targets at value of £1.1Bn.

Responsibilities but not limited to:
• Manage the bid qualification process to identify key sector opportunities
• Look at key opportunities mostly being those that are >£50m TCV and are strategic opportunities in the context of the Customer Services growth plans
• Manage and be responsible for developing all key opportunities to Gate 2 in the company’s governance
• Create and develop client relationships including up to C-suite
• Support effective account management for clients whose contacts are 2-3 years from expiry and to ensure effective handover of bid projects for key opportunities to the sector Bis Director

If you are interested in applying for this position, my client is looking for 5 plus years’ experience of strategic business development, ideally within Customer Services/BPO. You must be able to demonstrate experience working with the public and private sector clients, industry consultants and influencers. An APMP member or qualification in Miller Heiman Strategic Selling are both desirable but not essential. This is a great opportunity with a large well-established organisation that prides itself on its vision and values.

Follow us on Twitter @douglasjackson

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

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

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

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

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Bid Director

Job Ref: DJKG32124
Job Title: Bid Director
Location: Home working (with occasional travel)
Salary: £80k to £100k (plus bonus car allowance, healthcare)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Bid Director with proven experience and leadership in directing and managing multi service operations as part of the Business Development Team and in collaboration with sales teams, commercial, legal teams to name a few. You will report into the Capture Director.

This Bid Director role, will be responsible for the ownership of opportunities from Gate 2 through the bid lifecycle to typically Gate 5 although there will be instances when involvement pre-Gate 2 and post Gate 5 are required.

Responsibilities but not limited to:
• To identify resource requirements, forms and leads multi-disciplinary teams
• To lead on opportunities up to and including £50m annual contract value via a range of transaction vehicles such as framework, market test, benchmarking, supply chain and subcontractor to name a few
• Work in partnership with the Capture Director to develop a sustainable pipeline
• To led bid teams through competitive assessment, solution and pricing strategy

If you are interested in applying for this position, my client is looking for 5 plus years’ experience of senior bid management ideally within Customer Services/BPO. You must be able to show proven success in winning highly complex, large, competitively tenders opportunities showing experience in negotiating, closing and handing over to the operational team. This is a great opportunity with a large well-established organisation that prides itself on its vision and values.

Follow us on Twitter @douglasjackson

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

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

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

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

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Support Team Leader (Contact Centre)

Job Ref: DJKG32122
Job Title: Customer Support Team Leader (Contact Centre)
Location: Stoke-on-Trent (Hybrid working model)
Salary: £28k (plus 33% shift allowance uplift and outstanding bonus and benefits)
Employment Type: 12 month FTC maternity cover (Shift Patterns)

This is a fantastic opportunity for an experienced Customer Support Team Manager or Customer Support Team Leader to join an innovative and forward-thinking digitally led organisation. You will manage a team of up to 20 customer service agents.

This role requires you to be able to work closely with the Customer Service Operations Manager and you will be responsible for delivering and monitoring the day to day responsibility of the team.

Responsibilities:
• Take ownership and responsibility for delivering exceptional customer service
• Review and analyse performance and KPI’s with relevant key stakeholders
• Develop the team focusing on key motivators to enhance the team and individual achievements and success
• Work collaboratively with all members of the team and the wider organisation

If you are interested in applying for this position, then you will need to have managed a team within a contact centre setting and have some experience of workforce planning. They are looking for someone who is passionate about delivering exceptional customer service as well as being a strong influencer with a collaborate leadership style.

Follow us on Twitter @douglasjackson

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

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

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

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

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Service Manager

Job Ref: DJRL32120
Role: Customer Service Manager
Location: Derbyshire
Salary: Between £38,000 – £45,000 + Bonus + Contributory Pension + Generous Holiday entitlement
Employment Type: Permanent

Our client is a FTSE 100 company who is looking to recruit an experienced Customer Service Manager for a business committed to delivering excellent customer service across a multichannel customer contact operations.

As Customer Service Manager, you will inspire your team to ensure that they deliver an exceptional customer experience while meeting challenging performance targets.
This role is full time office based at their office in Derby.

The role will include:
• Ensuring that the teams deliver an excellent customer service and operate with a customer centric mindset.
• Ensuring that the teams deliver against challenging performance targets.
• Responsibility for training and coaching all staff including team leaders.
• Ensuring all teams are providing an outstanding experience across multiple contact channels including; voice, social and self-serve channels.
• Coaching, motivating and inspiring the team to optimal customer service.
• Keeping up to date with statutory and regulatory requirements and guidance.

The ideal candidate will have:
• Extensive experience of working in a Customer Centric related role with proven success in delivering customer satisfaction.
• Substantial experience of successfully leading, developing and motivating teams particularly in a changing environment.
• Proven experience of delivering performance improvements through the appropriate use of people, process and technology channels in a fast paced environment.
• Experience of working in a customer operational focused area and an understanding of an operational delivery environment.
• Experience of working with multichannel and digital technologies.

Personal Qualities
• Ability to think objectively.
• Ability to analyse data.
• Great customer, stakeholder and colleague engagement skills.
• Exceptional leadership skills.
• Ability to respond positively to fast changing business needs.
• Ability to embrace and implement new technologies.

Benefits include; Generous holiday entitlement, annual bonus scheme and car allowance. Excellent contributory pension scheme, flexible benefits scheme, a share purchase scheme and free parking.

If you would be interested in applying for this role, you will be an inspirational leader who can motivate and coach others to deliver a great customer experience, have excellent customer service skills and be used to driving and embedding effective change and transformation.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.
Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

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

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

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Service Manager

Job Ref: DJRL32121
Role: Customer Service Manager
Salary: Between £38,000 – £45,000 + Bonus + Contributory Pension + Generous Holiday entitlement
Location: Shrewsbury, Shropshire
Employment Type: Permanent

Our client is a FTSE 100 company who is looking to recruit an experienced Customer Service Manager for a business committed to delivering an excellent customer service across a multi channel customer contact operations.

As Customer Service Manager, you will inspire your team to ensure that they deliver an exceptional customer experience while meeting challenging performance targets.
This role is full time office based at their office in Shrewsbury.

The role will include:
• Ensuring that the teams deliver an excellent customer service and operate with a customer centric mindset.
• Ensuring that the teams deliver against challenging performance targets.
• Responsibility for training and coaching all staff including team leaders.
• Ensuring all teams are providing an outstanding experience across multiple contact channels including; voice, social and self-serve channels.
• Coaching, motivating and inspiring the team to optimal customer service.
• Keeping up to date with statutory and regulatory requirements and guidance.

The ideal candidate will have:
• Extensive experience of working in a Customer Centric related role with proven success in delivering customer satisfaction.
• Substantial experience of successfully leading, developing and motivating teams particularly in a changing environment.
• Proven experience of delivering performance improvements through the appropriate use of people, process and technology channels in a fast paced environment.
• Experience of working in a customer operational focused area and an understanding of an operational delivery environment.
• Experience of working with multichannel and digital technologies.

Personal Qualities
• Ability to think objectively.
• Ability to analyse data.
• Great customer, stakeholder and colleague engagement skills.
• Exceptional leadership skills.
• Ability to respond positively to fast changing business needs.
• Ability to embrace and implement new technologies.

Benefits include; Generous holiday entitlement, annual bonus scheme and car allowance. Excellent contributory pension scheme, flexible benefits scheme, a share purchase scheme and free parking onsite.

If you would be interested in applying for this role, you will be an inspirational leader who can motivate and coach others to deliver a great customer experience, have excellent customer service skills and be used to driving and embedding effective change and transformation.

Follow us on Twitter @douglasjackson

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

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

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

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

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Service Manager

Job Ref: DJRL32118
Role: Customer Service Manager
Location: London
Salary: Up to £55,000 + Benefits
Employment Type: Permanent

Our client is one of Europe’s fastest growing businesses. They are looking for a Customer Service Manager to lead, develop and nurture their customer service team. You will be an experienced Customer Services Manager and be inspirational and motivate the team to deliver the best service.

The role will involve:
• To Lead, develop, and nurture a growing team of 30 FTE
• To Inspire and motivate the team
• To provide training and development to the team.
• To Conduct weekly 1-2-1s, performance reviews and any other reviews needed.
• Overseeing the day to day management and resource appropriately to keep on top of inbound volumes.
• Setting goals and analysing your team’s performance.
• Involvement in projects to fix and improve broken processes. You will also support the operational teams to become more efficient.
• You will design and execute continuous improvements to the customer experience.

The ideal candidate will have:
• Experience in scaling top tier multichannel customer service for a digital business.
• Excellent leadership skills to recruit, motivate, coach and retain a top tier customer service team.
• Strong analytical skills.
• Excellent knowledge of customer service systems and tools.
• Strong organisational skills, high standards and excellent attention to detail.
• A sound understanding of customer service strategies.
• Experience of leading teams and implementing change and improvement to services.
• Experience of using effective multi-channel customer services communication systems.

Personal qualities:
• You’ll be an inspirational leader who can motivate and coach others to deliver a great customer experience.
• You will have excellent written and oral communication skills.
• You will be passionate about delivering excellent customer service.
• You will be commercially savvy.
• So if you’re an inspirational individual, have a positive can-do attitude and you’re able to motivate others to deliver a great customer experience, then this is just the role for you.

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

Follow us on Twitter @douglasjackson

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

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

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

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

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship

Head of Customer Experience

Job Role: Head of Customer Experience
Location: Stoke-on-Trent
Salary: Up to £45,640 (dependant on experience)
Hours: 35 hours a week
Employment Type: Permanent

We are looking for a Head of Customer Experience to create and implement our customer-centred strategy across the Honeycomb Group family. You’ll improve customer contact systems, implement innovative approaches and analyse interactions to better our customer experiences.

You’ll lead the digital customer engagement strategy, be responsible for customer data and transform our current CRM systems. You’ll champion ongoing customer experience training, be an advocate for customers and lead the Customer Service Team to make sure friendly, accurate advice is being provided.

No matter the story that brings people to our doors, we will support and walk alongside them to make a happy home a reality, so you’ll need to be an inspirational leader who can motivate and coach others to deliver a great customer experience.

Job requirements:
• Lead the Customer Services Team to make sure friendly, accurate advice, information and services are provided for customers. We encourage unhurried conversations with a target of 80% first contact resolution such as booking repairs appointments, arranging home inspections or signposting to other services where necessary.

• Lead the Group’s digital customer engagement strategy, promoting use of self-service platforms such as the customer portal.

• Improve customer contact systems and implement new, innovative approaches to capture immediate customer feedback using digital surveys, monitoring feedback and ensuring a prompt response is given to questions and poor service issues.

• Analyse customer interactions with the Customer Service Team by telephone, website, portal, social media etc. making sure there is learning from common enquiries and repeat calls so that advice given and services provided are continually reviewed and improved.

• You will be the advocate for customers within the complaints process, promoting the customer’s voice and engagement, championing customers’ needs and implementing the commitments of the Together with Tenants charter.

• Initiate service reviews where feedback trends indicate continuing faults or service failures to make sure learning and improvement takes place.

• Be responsible for the quality of customer data – collecting missing data and ensuring data is routinely reviewed to check accuracy, completeness and compliance with the General Data Protection Regulation (GDPR).

• Lead on digital transformation and develop staff skills such as using the CRM system effectively to provide a comprehensive understanding of interactions with customers.

• Work alongside all teams to audit customer journeys and touchpoints within processes to improve customers’ experiences.

• Champion and deliver ongoing customer experience training, from induction to regular refresher sessions across the Group.

• Support the CEO and directors as an active member of the senior leadership team to meet key strategic objectives in the three-year plan. You will lead the customer service strategy and support other colleagues across the Group with their own improvement plans.

• Understand and mitigate risks in customer services and look for continuous improvement and value for money in service delivery.

What we’re looking for:
• Previous experience of working in a senior customer service role, working with colleagues at all levels to lead and deliver a customer service strategy
• A sound understanding of customer service strategies
• Experience of leading teams and implementing change and improvement to services
• Experience of using effective multi-channel customer services communication systems
• Experience of implementing digital strategy development and managing digital change projects
• Degree level or management/leadership qualification

Personal qualities:
• You’ll be an inspirational leader who can motivate and coach others to deliver a great customer experience to reflect our customer promises
• You will have the ability to develop and implement the customer service strategy across a range of teams and brands
• Strong relationship skills to influence and work collaboratively with other leaders and managers, be self-aware, emotionally intelligent, and able to work with, lead and project manage across all teams at all levels
• Excellent written and oral communication skills

Who we are:
We’re Honeycomb Group, we know that a happy home is so much more than just a shelter. We’re a group of brands dedicated to making our region and the surrounding areas vibrant. Want to know who makes our work possible? Go to www.honeycombgroup.org.uk

We offer a vibrant culture with a real social purpose, a great pension scheme that we’ll contribute to, a hefty life assurance and income protection scheme, a cycle to work scheme, colleague-led development programmes, a modern approach to time off for what matters (including flexible working and an extra day off that’s just for you), a free yearly flu jab, a great reward scheme with discount at leading retailers, cinemas and gyms, as well as all the ongoing training you need to succeed.

Help us to make sure everyone in our region has access to a happy home. APPLY NOW!

For any enquiries, these will be dealt with by our partner, Rebecca Lawrence at Douglas Jackson on 0345 620 9720, rebecca@douglas-jackson.com

#Working9till5 #NoWeekends #Flexible #OfficeHours #CustomerServiceJobs #JobsThatGiveBack #Housing #GreatBenefits #CustomerExperience #HeadofCustomerExperience

Customer Experience Communications Lead

Job Ref: DJJM32110
Role: Customer Experience Communications Lead
Location: Home Based
Salary: Up to 50k
Employment Type: Permanent

We are currently looking for an experienced customer engagement manager who will lead all customer journey communications and strategies across the business. Reporting directly to the Director of Sales & Marketing, this is a stand-alone role that will require you to work with key stakeholders across the business in order to develop and deliver the most effective communications to potential and existing customers.

Responsibilities:
• Managing the customer journey communications strategy throughout in-life processes
• Manage the format and structure of all customer communications.
• Identify and implement customer communications improvements.
• Working with various teams across the business to collate insight into challenges surrounding communications.
• Deliver communications which drive the brand and deliver the most positive customer outcomes by increasing contact and engagement.
• Work closely with compliance to ensure all communications adhere to the relevant rules and regulations
• Develop a range of communications materials to support the delivery of the key messages.

The person specification:
• Must be a self- starter and capable of managing own workload.
• An excellent communicator
• Be able to work under pressure.
• Translate strategies into technical plans.
• A key focus on delivering the best outcome for customers.

Essential skills:
• Experienced in developing and delivering fully integrated communication programmes
• Experience of evaluating effectiveness of journey customer communications.
• Must have experience in strategic creation, management, development and evaluation of high impacting customer journey communications
• Must have demonstrable experience as a communications leader with a good understanding of the wider communication context
• The ability to assimilate and analyse information quickly and accurately and to handle competing priorities and a challenging workload within a pressurised working environment

If you are interested in applying for this position, you will need to have a proven track record of Customer Experience management and improvement including journey mapping, analysing customer feedback data and complaints root cause analysis.
You must be an inspirational and people focused leader with credibility to influence change at a senior level.

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

Follow us on Twitter @douglasjackson

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

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

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

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

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

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