Industry Operations Analyst

Job Ref: DJHB1058
Role: Industry Operations Analyst
Location: Derbyshire with some remote / homeworking
Salary: up to £30,000 per annum plus benefits package
Job Type: 9 month FTC

A rare opportunity has arisen for an Industry Operations Analyst to join a scaling Midlands based organisation.
Reporting to the Head of Operations, you will be responsible for the delivery and outcome focus for the analytics for billing, settlements, dataflows and metering.

Working within an established team, you will be responsible for:
• Taking ownership of the analytical projects and processes within a dynamic team.
• Although you won’t have any direct line management responsibility, this position is an opportunity to work within and take the lead of a small team.
• Interrogating data to source information to resolve issues within the wider team and to identify areas that require support.

You will ideally be:
• Experienced in working within a gas settlements environment.
• A methodical problem solver with a keen eye for detail.
• Able to articulate, share and create new ideas and solutions.
• A great team player who is happy to share knowledge.
• An excellent communicator at all levels as this role will require you to speak with both with internal and external stakeholders.

This is an exciting opportunity to be a part of a growing organisation who have a great culture and have huge ambition.

The role will be a fantastic opportunity to engage with a forward thinking team who are thriving.

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 Manager

Job Ref: DJPF4311
Role: Resource Planning Manager
Location: Redhill, Surrey
Salary: £50,000 per annum plus benefits
Job Type: Permanent
Please note that Douglas Jackson are managing ALL applications for the recruitment of this role. Please send all applications directly to mail@douglas-jackson.com

Our vision is to be an outstanding water company delivering service excellence and we believe our people are integral to helping us achieve our goal to ensure that we deliver a high-quality service that is reliable and resilient. Our plan for the future is to ensure the services we provide are fair, future-proof, good for the planet and utilise smart technology. Water plays a role in all our lives. It’s an essential service and one that we are proud to deliver to our customers and communities.

We don’t just want to be proud of what we do, we also want to celebrate how we do it. We are an inclusive environment that values community, and your contribution to delivering our Business Plan over the next 5 years and our 5 pledges to our customers is vital. We aren’t just recruiting for experience – potential, fit and values are fundamental to building and developing our team. We want you to develop, grow and exceed and enjoy working at SES.

SES Water supplies 160 million litres of fresh water to over 735,000 people across Kent, Surrey and South London every day.

With a rich history dating back to the mid-19th century, we began by supplying water to individual parishes before merging and expanding throughout the next 150 years until today. We now maintain over 2,000 miles of water mains and manage eight treatment works, 23 pumping stations and 31 reservoirs and water towers.

Why you should join our team:

You’ll become part of a friendly, sociable and collaborative team who support each other to achieve their goals. It’s an exciting time to join us, as we’re growing this part of the business and have ambitious plans to transform our customer experience, meaning you’ll have the chance to make a real impact and help to lead us on our journey.

We are currently coming to the end of a 3-year transformation programme which will see us become the first Utility company in the UK and second in the world to deploy a Salesforce based SaaS billing & CRM solution, meaning you’ll be joining our progressive team and organisation at a time where we are embarking on a customer and digitally led journey to become industry leaders.

We provide the ideal environment in which to achieve your full potential. As a Silver Investors in People accredited organisation, we place a big emphasis on development. You’ll receive excellent in-house training to ensure that you succeed in your role.

For those with the ambition, there’s plenty of scope to progress into other areas of the business as we boast multiple progression routes and can offer plenty of potential to diversify and develop your career through apprenticeships and professional qualifications.

The role:
Salary of up to £50,000 per annum
Up to 10% employer contribution towards Aviva’s Group Personal Pension Plan
Free on-site parking or in local area
Working hours: 37.5 hours per week
Potential home working options

Reporting into the Customer Operations Manager, the Resource Planning Manager is a critical role responsible for managing all facets of contact centre operations such as planning, forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives. This manager will provide daily direction to the team that will analyse call and channel volume history by tracking and trending Telephony Channel metrics, Email, Social Media and back-end support to ensure proper planning, accurate resource requirements and workload identification.

About you:

Here at SES Water, we recruit people based on their potential, values and fit, rather than just experience and qualifications. To join us as a Resource Planning Manager, you will need:
• 3+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact centre environment preferred
• 3+ years of experience managing an RPM team providing forecasting, scheduling and real-time management in a multi-site contact centre environment
• Strong experience with Workforce Management software that includes forecasting, scheduling, real-time adherence functionality
• Experience with telephony and CRM applications or comparable systems
• Proven leader who can execute operational best practice to achieve service excellence
• Experience of managing Teams in a contact centre environment
• Complete understanding of overall operational activities including all channels: phone, email, chat, community and social media
• Ability to design, implement and manage robust and measurable feedback mechanisms
• Customer focused leader with personal strengths of analysis, monitoring and tracking.
• Ability to write clear and concise English
• Drive, enthusiasm and energy for improving process and procedures.
• Possess good listening, written and verbal communication skills
• Team player
• Ability to work flexibly
• Strong prioritisation skills and ability to manage own workload
• Ability to make effective decisions within established procedure
• Good organisational skills

The Benefits:
• Life assurance
• Bonus scheme
• 23 days’ holiday per year, increasing to 27 with service
• Give as you earn scheme
• Financial education, savings and personal loans through Neyber – Aqualibrium – our wellbeing programme including Mental Health First Aiders and free annual comprehensive health checks
• Simply Health Cash Plan, Surgical Choices and Rewards
• Confidential crisis support, counselling and legal advice
• One day paid volunteering a year
• Discounts with our subsidiaries and local retailers
• Overtime opportunities

This vacancy is being advertised by Douglas Jackson, who SES Water work in partnership with. The services advertised by Douglas Jackson are those of an Employment Agency. We are both equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment.

What’s next?

If you are eager to take on a new challenge as our Resource Planning Manager, select the apply button shown to be brought through to the application process.

We welcome all applicants, and this employer is committed to and keen that their leadership teams reflect the diversity of their employees and customers. If you would like to have a confidential discussion, or to learn more about their commitment to Diversity and Inclusion please do get in touch.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit: 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.

Customer Experience Manager

Job Ref: DJHB4310
Role: Customer Experience Manager
Location: Redhill, Surrey
Salary: £55,000-£65,000 per annum plus benefits
Job Type: Permanent
Please note that Douglas Jackson are managing ALL applications for the recruitment of this role. Please send all applications directly to mail@douglas-jackson.com

Our vision is to be an outstanding water company delivering service excellence and we believe our people are integral to helping us achieve our goal to ensure that we deliver a high-quality service that is reliable and resilient. Our plan for the future is to ensure the services we provide are fair, future-proof, good for the planet and utilise smart technology. Water plays a role in all our lives. It’s an essential service and one that we are proud to deliver to our customers and communities.

We don’t just want to be proud of what we do, we also want to celebrate how we do it. We are an inclusive environment that values community, and your contribution to delivering our Business Plan over the next 5 years and our 5 pledges to our customers is vital. We aren’t just recruiting for experience – potential, fit and values are fundamental to building and developing our team. We want you to develop, grow and exceed and enjoy working at SES.

SES Water supplies 160 million litres of fresh water to over 735,000 people across Kent, Surrey and South London every day.

With a rich history dating back to the mid-19th century, we began by supplying water to individual parishes before merging and expanding throughout the next 150 years until today. We now maintain over 2,000 miles of water mains and manage eight treatment works, 23 pumping stations and 31 reservoirs and water towers.

Why you should join our team:

You’ll become part of a friendly, sociable and collaborative team who support each other to achieve their goals. It’s an exciting time to join us, as we’re growing this part of the business and have ambitious plans to transform our customer experience, meaning you’ll have the chance to make a real impact and help to lead us on our journey.

We are currently coming to the end of a 3-year transformation programme which will see us become the first Utility company in the UK and second in the world to deploy a Salesforce based SaaS billing & CRM solution, meaning you’ll be joining our progressive team and organisation at a time where we are embarking on a customer and digitally led journey to become industry leaders.

We provide the ideal environment in which to achieve your full potential. As a Silver Investors in People accredited organisation, we place a big emphasis on development. You’ll receive excellent in-house training to ensure that you succeed in your role.

For those with the ambition, there’s plenty of scope to progress into other areas of the business as we boast multiple progression routes and can offer plenty of potential to diversify and develop your career through apprenticeships and professional qualifications.

The role:

Salary of up to £65,000 per annum DOE
Up to 10% employer contribution towards Aviva’s Group Personal Pension Plan
Free on-site parking or in local area
Working hours: 37.5 hours per week
Potential home working options

Reporting into the Head of Department, our Customer Experience Manager is accountable for overseeing and managing our customer experience design, analysis and insights, spanning;
• Leading the company wide customer experience improvement programme
• Customer experience satisfaction and NPS analysis
• Help embed customer centricity within the organisation
• Digital engagement and marketing
• Robotic process automation and design
• Channel strategy and analysis
• Customer performance and data analysis

In addition to these functions the role may be required to manage and support other business areas and functions as reasonably required.

Additionally, you will:
• Support our people plan and operational leaders in the hiring, orienting, and training of our organisation’s customer experience teams
• Define and implement standards/procedures for ensuring optimal customer experience
• Turn insight into operational action from customer feedback channels by identifying areas that are driving dissatisfaction and an increased cost to serve
• Conduct surveys to gather information on customer opinion of existing and new services
• Embed and oversee the use of social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
• Management of key customer listening relationships including technical solutions and our Voice of the Customer programme
• Challenge the status quo, holding colleagues to account where evidence of customer service under performance or opportunities for improvement are identified
• Support organisational change to ensure a high-performing, customer-focused business
• Prepare and manage annual budgets in achieving set objectives and goals
• Direct engagement and relationship management with the Institute of Customer Service
• Working with our Customer Operations and Service Improvement Managers to drive change within the function to continually innovate the customer experience and processes to improve satisfaction and NPS as well as service handling efficiency
• Manage and execute our channel strategy alongside our Customer Operations Manager to ensure our customers retain need-based choice whilst driving operational efficiency through new and innovative engagement methods, including online, digital-voice, social etc.

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

Other organisations may call this role Customer Experience Manager, Customer Insights Manager, Digital Customer Experience Lead.

About you:

Here at SES Water, we recruit people based on their potential, values and fit, rather than just experience and qualifications. To join us as a Customer Experience Manager, you will need:
• Strong people skills and the ability to collaborate with a range of audiences
• Great decision-making, communication and negotiation skills
• Excellent stakeholder engagement skills at varying levels
• An analytical approach
• Have experience managing third parties

The Benefits:
• Life assurance
• Bonus scheme
• 23 days’ holiday per year, increasing to 27 with service
• Give as you earn scheme
• Financial education, savings and personal loans through Neyber – Aqualibrium – our wellbeing programme including Mental Health First Aiders and free annual comprehensive health checks
• Simply Health Cash Plan, Surgical Choices and Rewards
• Confidential crisis support, counselling and legal advice
• One day paid volunteering a year
• Discounts with our subsidiaries and local retailers
• Overtime opportunities

This vacancy is being advertised by Douglas Jackson, who SES Water work in partnership with. The services advertised by Douglas Jackson are those of an Employment Agency. We are both equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment.

What’s next?

If you are eager to take on a new challenge as our Customer Experience Manager, select the apply button shown to be brought through to the application process.

We welcome all applicants, and this employer is committed to and keen that their leadership teams reflect the diversity of their employees and customers. If you would like to have a confidential discussion, or to learn more about their commitment to Diversity and Inclusion please do get in touch.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit: 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.

Customer Operations Manager

Job Ref: DJHC4309
Role: Customer Operations Manager
Location: Redhill, Surrey
Salary: £55,000-£65,000 per annum plus benefits
Job Type: Permanent
Please note that Douglas Jackson are managing ALL applications for the recruitment of this role. Please send all applications directly to mail@douglas-jackson.com

Our vision is to be an outstanding water company delivering service excellence and we believe our people are integral to helping us achieve our goal to ensure that we deliver a high-quality service that is reliable and resilient. Our plan for the future is to ensure the services we provide are fair, future-proof, good for the planet and utilise smart technology. Water plays a role in all our lives. It’s an essential service and one that we are proud to deliver to our customers and communities.

We don’t just want to be proud of what we do, we also want to celebrate how we do it. We are an inclusive environment that values community, and your contribution to delivering our Business Plan over the next 5 years and our 5 pledges to our customers is vital. We aren’t just recruiting for experience – potential, fit and values are fundamental to building and developing our team. We want you to develop, grow and exceed and enjoy working at SES.

SES Water supplies 160 million litres of fresh water to over 735,000 people across Kent, Surrey and South London every day.

With a rich history dating back to the mid-19th century, we began by supplying water to individual parishes before merging and expanding throughout the next 150 years until today. We now maintain over 2,000 miles of water mains and manage eight treatment works, 23 pumping stations and 31 reservoirs and water towers.

Why you should join our team:
You’ll become part of a friendly, sociable and collaborative team who support each other to achieve their goals. It’s an exciting time to join us, as we’re growing this part of the business and have ambitious plans to transform our customer experience, meaning you’ll have the chance to make a real impact and help to lead us on our journey.

We are currently coming to the end of a 3-year transformation programme which will see us become the first Utility company in the UK and second in the world to deploy a Salesforce based SaaS billing & CRM solution, meaning you’ll be joining our progressive team and organisation at a time where we are embarking on a customer and digitally led journey to become industry leaders.

We provide the ideal environment in which to achieve your full potential. As a Silver Investors in People accredited organisation, we place a big emphasis on development. You’ll receive excellent in-house training to ensure that you succeed in your role.

For those with the ambition, there’s plenty of scope to progress into other areas of the business as we boast multiple progression routes and can offer plenty of potential to diversify and develop your career through apprenticeships and professional qualifications.

The role:
Salary of up to £65,000 per annum DOE
Up to 10% employer contribution towards Aviva’s Group Personal Pension Plan
Free on-site parking or in local area
Working hours: 37.5 hours per week
Potential home working options

Reporting into the Head of Department, our Customer Operations Manager is accountable for managing the end to end customer service, delivery of exceptional Service performance and operational improvement, spanning;

• Overall Customer Experience and delivery of agreed qualitative and quantitative service, productivity, revenue, cost and control objectives
• Customer Services and Support: Home Move and Onboarding, Billing Enquiries, Customer Experience Feedback and Proactive Exceptions Outbound Engagement
• Customer Billing and Meter Reading
• Workforce Planning, Management, Forecasting and Scheduling
• Acting support to the Head of Department

In addition to these functions the role may be required to manage and support other business areas and functions as reasonably required.

The Customer Operations Manager’s main duties and responsibilities include, but are not limited to;

• Lead, manage and motivate the Customer Service Team Leaders and their teams to deliver exceptional levels of performance & customer experience through strong communication, coaching and performance management.
• Set KPI’s goals and objectives for the Customer Service Team, implementing actions to improve performance to deliver increased value for our customers and shareholders and to meet Regulatory targets.
• Implement our customer service strategy, maximising the use of self- serve options to drive down cost to serve
• Create a great place to work, industry leading employee engagement and retention through strong development, engagement and recognition initiatives.
• Working collaboratively with the leadership team in analysing trends within the organisation and functions, in relation to service drivers and upheld ratios
• Working with our Customer Experience and Service Improvement Managers to drive change within the Business to continually innovate the customer experience and processes to improve satisfaction and NPS as well as service handling efficiency
• Oversee and manage our workforce and planning function to ensure timely and accurate forecast plans are in place and executed, monitored and evolved continuously
• Manage and execute our channel strategy alongside our Customer Experience Manager to ensure our customers retain need-based choice whilst driving operational efficiency through new and innovative engagement methods, including online, digital-voice, social etc.

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

Other organisations may call this role Customer Services Manager, Operations Manager, Customer Experience Manager.

About you:

Here at SES Water, we recruit people based on their potential, values and fit, rather than just experience and qualifications. To join us as a Customer Operations Manager, you will need:

• Contact Centre Operational leadership background is first and foremost
• Experience of procurement and Tendering of customer and contact centre solutions
• Strong people skills and the ability to collaborate with a range of audiences
• Great decision-making, communication and negotiation skills
• Excellent stakeholder engagement skills at varying levels

The Benefits:

• Life assurance
• Bonus scheme
• 23 days’ holiday per year, increasing to 27 with service
• Give as you earn scheme
• Financial education, savings and personal loans through Neyber – Aqualibrium – our wellbeing programme including Mental Health First Aiders and free annual comprehensive health checks
• Simply Health Cash Plan, Surgical Choices and Rewards
• Confidential crisis support, counselling and legal advice
• One day paid volunteering a year
• Discounts with our subsidiaries and local retailers
• Overtime opportunities

This vacancy is being advertised by Douglas Jackson, who SES Water work in partnership with. The services advertised by Douglas Jackson are those of an Employment Agency. We are both equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment.

What’s next?

If you are eager to take on a new challenge as our Customer Operations Manager, select the apply button shown to be brought through to the application process.

We welcome all applicants, and this employer is committed to and keen that their leadership teams reflect the diversity of their employees and customers. If you would like to have a confidential discussion, or to learn more about their commitment to Diversity and Inclusion please do get in touch.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit: 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.

ICT Data and Reporting Solutions Lead

Job Ref: DJRW1006
Job Title: ICT Data and Reporting Solutions Lead
Location: Coventry – West Midlands
Salary: £47,000-£50,000
Employment Type: Permanent

My Client, a leading Public Sector organisation are looking for an ICT Data and Reporting Solutions Lead on a permanent basis with a view to an immediate start. This is an exciting time to join the organisation as it is going through a period of transformation and there will be plenty of opportunities for progression.

Main Responsibilities include, but are not limited to:
• To provide technical expertise in the event of an outage impacting any well used reporting application, liaising with ICT managers and suppliers through to resolution.
• To contribute to the effective service management of related suppliers, working closely with ICT Operational Services Manager and other colleagues.
• To provide leadership regarding any interfaces between well-used reporting applications and other solutions used within the organisation.
• To lead, coach, and develop managed staff, and ensure that team members are working in accordance with the ICT team ethos and architectural principles.

The ideal candidate will have:
• Experience supervising staff and managing workloads
• Bachelor’s degree in software engineering or similar or substantial knowledge gained through ICT development experience AND/OR professional qualifications in development utilising the Microsoft data platform, databases and/or data management
• Experience analysing the solutions landscape and proposing treatments
• Experience establishing and testing ICT continuity and recovery arrangements
• Experience of implementing technical controls to ensure compliance with legislation and security policies e.g. DPA 2018

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.

Head of Collections

Job Ref: DJHC4308
Job Title: Head of Collections
Location: North West
Salary: Up to £70k salary plus benefits
Employment Type: Permanent

I am looking for a Head of Collections for a forward-thinking organisation who prides themselves upon doing the right thing by people. This is a multi-site role.

You will be responsible for setting the collections strategy for the operation.

Responsibilities:
• Develop the total debt management strategy providing clear vision for prevention, early intervention and arrears recovery
• Develop specific targets for customer arrears, business drivers, systems, priorities and associated risks (including mitigation action) for the collections function
• Ensure that the business delivers excellent services to its customers by providing top performing, innovative income management services with focus on customer engagement and support
• Lead and develop the collections team to deliver a best in class service by providing clear direction, regularly reviewing work outputs, setting improvement targets and appraising individual performance
• Undertake the role of strategic lead for the collections function taking ownership of the associated policies, procedures and systems
• Act as subject matter expert for the collections function ensuring compliance with relevant bodies and best practice standards
• Ensure that customer needs and requirements are acted upon as a priority
• Ensure commercial viability of the function, providing the necessary management reports and ensuring the best possible commercial performance

Key behaviours:
• Demonstrable strong operational experience of collections and/ or debt management
• Proven ability of creating a collections strategy and translating this into meaningful plans that have delivered positive outcomes
• Experience of successfully leading and motivating operational teams
• Customer centric
• Performance focused
• A driver of change
• Peoples person being able to effectively build credible relationships at all levels
• Collaborative and open communication

We welcome all applicants, and this employer is committed to and keen that their leadership teams reflect the diversity of their employees and customers. If you would like to have a confidential discussion, or to learn more about their commitment to Diversity and Inclusion please do get in touch.

If you are interested in applying for this position, you will need to have a proven track record of working in a customer service environment, and ideally within collections and/ or debt management, managing specialist staff and stakeholders, in very people centric cultures.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

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

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

Resource Planning Analyst

Job Ref: DJPF1316
Job Title: Resource Planning Analyst
Location: Hampshire / Wales
Salary: Up to £30,000 + benefits
Employment Type: Permanent

This is a newly created position within an exciting and progressive company. Coming in as a specialist in real-time and scheduling you will take over responsibility for monitoring and reacting to all aspects of a live contact centre across inbound/outbound calls and back office with involvement across scheduling and short-term forecasting.

You will be responsible for ensuring the optimal performance of the live environment and take ownership of the scheduled activities to make sure operational plans and measures run smoothly.

From a technology perspective you will need to demonstrate experience working with Work Force Management / Contact Centre software.

This is the perfect opportunity for anyone looking to push forward their career within real-time as with the expansion of the department in the future you will be in prime position to take up a senior role within the team.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

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

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

Resource Planning Analysts

Job Ref: DJPF1315
Job Title: Resource Planning Analysts
Location: North West
Salary: Up to £30,000 base, pension, benefits.
Employment Type: Permanent

We are looking for a number of Resource Planning Analysts in the North West.

Working within a growing digital services business, they are looking to become an industry leader.

As a Resource Planning Analyst, you will play an integral part in the team and help your colleagues to deliver performance improvements across forecasting, planning, scheduling, on a real-time, daily, weekly and monthly basis.

Working with the WFM tool you will have the opportunity to develop and further your career, whilst making a real impact in the delivery of reliable and excellent customer service.

If you have experience of Workforce Management, Resource Planning and Contact Centre metrics and you want to work in an environment that will help you develop and grow in a business that is rapidly growing, this role might be for you.

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.