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.

Customer Service Manager / Operations Manager

Job Ref: DJKG1307a
Job Title: Customer Service Manager/Operations Manager
Location: Essex, Harlow, Bedfordshire, Hertfordshire
Salary: £44-50k
Employment Type: Permanent – Monday to Saturday (37.5 hours a week)

I am looking for a strong Customer Service Manager or Operations Manager for an organisation that is expanding their operation through people, growth, technologies and culture.
Some experience, recent or historically of the development and implementation of home working, or remote working teams, or a split of home, office working will be advantageous.

You will ensure the effective day to day management of workloads, performance and targets as well as ensuring a quality customer service. You will be part of a team of Operation Managers and report to the Head of Operations.

• Lead the operations complaint processing and reporting in accordance to the business standards
• Contribute to the departments’ operating plan process, business objectives and initiatives
• Working closely with the L&D manager to identify and support the development needs of the team
• Ensure all customers received the highest level of customer experience
• Manage, lead and support the Team Leaders

This is a fast-paced customer focused role that is in the process of major growth and transformation within the organisation. They are looking for someone that is an experienced customer service or operations manager that has worked with in agile environment. This role would suit someone that has worked in that contact centre setting – automotive knowledge is an advantage.

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

Follow us on Twitter @callcentrejobs1

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

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

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

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.

Customer Service Director

Job Reference: DJHC4304
Job Title: Customer Service Director
Location: South West
Salary: Up to £125k basic + bonus + benefits
Employment Type: Permanent

I am looking for an innovative and visionary Customer Service Director, who has experience of driving modern day leadership and working at the forefront of innovation within customer operations.

This is a Board level role with a very people focused organisation!

Some of the responsibilities will include:
• Responsible for redefining and delivering the strategic Customer Service vision over the customer operation
• Drive performance and effectiveness across the multi-channel customer operations team (150FTE+)
• Drive Employee Engagement whilst reducing Cost To Serve
• Ensuring that the use of technology within the business is effective, continuously monitoring innovation and adopting new initiatives
• Drive a digital first culture listening to customer needs and translating those into meaning business plans and taking action
• Overhaul of the complaints function, looking at root cause analysis and using this data to create valuable insight to reduce overall complaints
• Identify the needs for change within the current customer proposition and create more innovate and efficient solutions for customers
• Be a real people’s person, being ambassador of the customer and a real customer advocate
• Promote a culture of development and learning within the customer operation and cross functionally

If you are interested in applying for this position, you will need to have a proven track record of innovative customer service leadership within a business to consumer environment.

You will be a customer advocate, with significant and demonstrable achievements in customer service design and delivery. You will care passionately about your people.

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

Follow us on Twitter @callcentrejobs1

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

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Head of Digital

Job Ref: DJHC4305
Job Title: Head of Digital
Location: North West
Salary: Up to £70k salary
Employment Type: Permanent

I am looking for a Head of Digital for an organisation who prides themselves upon doing the right thing by people. You will be responsible for setting the digital strategy for Customer Experience. You will ensure delivery of the Customer Services digital roadmap, drive a digital channel shift and achieve self-service uptake targets by continuously innovating digital in line with customer needs.

Responsibilities:
• Evolve the vision for digital Customer Experience and operating model
• Be responsible for the digital Customer Experience roadmap on behalf of the Director of Customer Services. Collaborating in the definition and ensuring delivery of all digital Customer Experience projects and prioritisation of digital initiatives to support the vision
• Work closely across functionally to define, implement and optimise the end-to-end digital change delivery model – presentation layer change, Customer Interface, and projects
• In collaboration with the Director of Customer Services evolve the vision for the digital Customer Experience, ensuring it is simple and clearly understood
• Utilise customer insight and industry best practice to drive the digital agenda
• Prioritise the different elements of the vision to ensure maximum business benefit
• Gain agreement on the digital roadmap and initiatives within it, presenting it in an organised and straightforward manner, bringing stakeholders with you on the journey
• Manage budgets associated with the digital roadmap – budget planning, business cases, project budget control and benefits realisation
• Run effective workshops using techniques such as storytelling, journey maps, personas and service blueprinting

Key behaviours:
• A digital customer services specialist who understands the true value of a multi-channel approach (voice, webchat, social, messaging, IVR and AI)
• Experience of product ownership/ CX design and delivery and leading the delivery of major digital projects
• Proven leader of digital Customer Experience programmes
• A driver of change
• A deep understanding of digital Customer Service/ Experience and multichannel trends
• Peoples person being able to effectively build credible relationships at all levels
• Collaborative and open communication

If you are interested in applying for this position, you will need to have a proven track record of working in a digital service environment, 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.

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.

Business Development Director (Professional Services, Customer Experience Consulting)

Job Ref: DJMA1835
Job Title: Business Development Director (Professional Services, Customer Experience Consulting)
Location: South East Based
Salary: £75-£100k, car, car allowance, bonus/OTE
Job Type: Permanent

This is a new additional opportunity for a Business Development Director for an established professional consulting firm who are looking to double in size over the next few years. They have a fantastic portfolio of existing or previous customers and case studies, working with organisations and users to design and deliver CX, UX and Services that improve experiences, efficiencies and outcomes.

This role will be targeting typically, non tender opportunities ranging from £20k – £500k in consulting value.

Previous experience of creating and generating leads, opportunities and sales across professional services and or consulting services will be required. Any experience of Customer Experience and or User Experience service design consulting would also be advantageous.

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.