Customer On-Boarding Manager

Job Ref: DJKG32102
Job Title: Customer On-Boarding Manager
Location: Cambridgeshire (mix of home and office working)
Salary: £50k (plus some great company benefits)
Employment Type: Permanent

Working for an innovative, fast paced, health tech client with a startup methodology, this amazing forward-thinking company is looking to expand their team and are hiring for a Customer On-boarding Manager to join their organisation.

Responsibilities include:
• Creating on-boarding strategies and leading the change activities to improve customer and employee experience
• To lead and enable new processes and technology to deliver innovation and new ways of working
• Implement new operational capabilities to deliver continuous improvement
• To work across cross-functional teams and design and embed new agile practices
• To have outstanding stakeholder management experience

The ideal candidate will have experience within onboarding the customer, continuous improvement, operational excellence and customer experience with a natural confidence and gravitas to work alongside its peers for this global digital brand. You will need to have digital or e-commerce experience and ideally work and have worked various projects within the customer and consumer centric space. If you are highly motivated with a passion for driving operational change, then please get in touch.

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 Billing

Job Ref: DJRL32094
Job Title: Head of Billing
Location: West Midlands
Salary: £50,000 – £60,000 per annum + package (Dependant on Experience)
Employment Type: Permanent

We are currently partnered with a highly regulated business based in the heart of the Midlands who are looking to introduce a Head of Billing into their team.
This is a fantastic opportunity for someone with experience in the billings, collections and debt recovery space to take responsibility for the design and delivery of a well-respected and trusted business’ strategic approach to their recovery of income.
Working as part of a collaborative and friendly team, you will have the opportunity to spearhead the credit and collections strategy and identify new and creative ways to recover revenue.

Responsibilities will include:
• This position will require you to be responsible for a multi-million pound budget covering labour costs and working with Third Party Collectors and you will be responsible for delivering cash collected targets.
• Being part of a strong leadership team within a growing and evolving income and collections function that are looking to improve their performance through the development of a culture of continuous improvement.
• Supporting the business’ medium-term plan, you will be developing and delivering an Income and Debt strategy through the readiness of processes and service teams to deliver these strategies effectively.
• Working closely with the Exec teams and peers in the Senior Leadership Team to develop and execute effective collections and income activity.
• Seeking and analyse data from a variety of sources to support decisions and to align others with the organisation’s overall strategy.
• Taking an entrepreneurial and creative approach to developing new and innovative ideas that will stretch the operation and push the boundaries within the industry.
• Effectively balancing the desire/need for broad change with an understanding of how much change the operation is capable of handling, to create realistic and tangible goals and implementing plans that are achievable and ultimately successful.

You will ideally:
• Have held a senior operations role leading collections activity in a complex and growing business.
• Bring a commercially minded approach; either having had P&L responsibility or you will be able to demonstrate strong commercial acumen.
• Have a background in credit control and debt management – ideally with some income maximisation experience.
• Have the ability to lead and motivate teams of senior people to deliver excellent results.
• Have experience in collections activities, ideally within Utilities or Financial Services – specifically in income generation and debt collection best practice.
• Be able to manage day to day performance whilst supporting and leading group wide change.
• Show proven ability to set and manage strategic goals.
• Have managed multiple complex and interlinked operational functions.
• Have consistently overachieved against targets, in a fast paced growing organisation.
• Have strong stakeholder management skills, with an ability to influence outcomes.

If you’re in the Billings, Credit, Collections or Debt space, are of influencing nature and have the ability to confidently define strategic plans, then this could be just the role for you. The team are a pleasure to work with and the culture and values of this organisation enforce a strong workforce and a team that have excellent retention rates at all levels.

This is a rare opportunity that has arisen with a business who are strengthening their team and are offering an opportunity to be a huge part of the next phase of their growth.

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.

Billing Manager

Job Ref: DJRL32085
Job Title: Billing Manager
Salary: up to £40,000 per annum plus benefits
Location: Redhill, Surrey (Agile Hybrid Working Option)
Employment Type: Permanent

We are partnered with a growing Utilities business in Surrey who are looking to hire an experienced Billing Manager to join their organisation.

Reporting into the Head of Department, the Billing Manager is accountable for managing the end to end metering and billing processes, including:
• Overall Customer Satisfaction and SLA Adherence
• Metering programme and campaigning
• Managing the billing journey and incumbent processes
• Process exceptions management
• Facilitating the workforce management and planning team through accurate and timely reporting for all billing and mail schedules and campaigns.

Responsibilities will include but not limited to:
• Support and motivate Team Leaders and subsequent teams in order to provide a first-class customer service; resolving all possible enquiries first time.
• Working collaboratively with colleagues across the business at all levels to ensure the service operates successfully for our customers.
• Manage and coach high quality performance.
• Advocate and communicate business change effectively.
• Take ownership for team performance and drive through actions in order to maintain, streamline and improve service.
• Identify trends in performance, creating new initiatives and sharing continuous improvement concepts with the Service Improvement function.
• Ensuring that key department processes are regularly analysed and reported, enabling any gaps or process failures to be identified, interrogated and improved to avoid further failure and cost.
• Actively managing and administering the metering programme and campaigns and the billing schedules, inclusive of exemptions management and mailing processes.

You will ideally be:
• Aware of Contact Centre and Operation of systems, processes and procedures.
• A proven leader who can execute operational best practice to achieve service excellence.
• Experienced of managing team leaders and their team of advisors in a contact centre environment.
• Experienced in revenue control.
• Experienced in billing processes and management.

In addition to these main duties employees are required to approach their role with a ‘can do’ attitude and strive to deliver the very best for customers and colleagues at all times.

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.

Customer Experience Manager

Job Ref: DJHC32075
Job Title: Customer Experience Manager
Location: Hull/ Leeds (home and office based)
Salary: Up to £50k
Employment Type: Permanent

We are delighted to be working in partnership with a business going through large scale Customer Experience transformation. We are looking for a talented Customer Experience Manager to join this exciting people focused organisation.

This is an opportunity to create a Customer Experience function at the start of a huge journey and make a big impact on business performance.

Responsibilities:
• To understand, evaluate and then curate the desired Customer Experience for the organisations diverse customer segments
• To proactively increase customer satisfaction and loyalty, by anticipating and meeting customer needs
• Define and implement a complaints management policy for the business outlining the expectations for capturing, responding to, resolving, and fixing root causes of complaints
• To act as an ambassador for customers, bringing the customer perspective to life for colleagues across the business, and championing the benefits to the business of focussing on customer outcomes
• Leadership of up to 10 FTE in quality, complaints and insights roles

Key requirements and behaviours:
• Customer satisfaction comes first! Nothing makes you happier than a 5-star Customer Experience
• Exemplary stakeholder management capability to a senior level, a powerful storyteller with the ability to influence, persuade, challenge and compel senior leaders to take action
• Superb change management skills
• Excellent people leadership skills with a passion for creating a culture of engagement and empowerment
• Complaints management experience

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