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Commercial Controller -
Abtran
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We have an exciting opportunity for a Commercial Controller to cover a maternity contract for the duration of 6 – 9 months. Reporting directly to the General Manager and Indirectly to Chief Financial Officer.

You will work closely with Senior management across the business and will have full financial responsibility for vertical P&L and cash flow.

Responsibilities and Duties:

General
  • Act as a strategic partner to the Vertical General Manager and Group CFO, drive new structure implementation and develop a 'no-surprises' culture.
  • Take a proactive role in recommending structural changes within the vertical.
  • Support GM in all Contract governance activities and liaise with Client counterparts as necessary.

P&L Ownership / Performance Management and Improvement
  • Responsibility for the vertical management accounts, profit and loss and controllable cash flow.
  • Driving performance, margin and accountability improvement throughout the vertical in conjunction with operations staff and fostering a continuous improvement culture.
  • Monitoring performance and reporting variances to budget and prior year.
  • Develop and update appropriate KPIs across the vertical in conjunction with internal operations and resourcing planning teams with a view to fostering a culture of accountability.
  • Ensuring the completeness and accuracy of billing - striving for 'on-time' and 'first time' billing; routine reconciliation of hours paid to hours charged.
  • Minimising working capital investment in the business.
  • Responsibility for appropriate Board reporting.
  • Ensuring the on-time delivery of day to day tasks across the vertical.

Business Pricing and Strategy Management
  • Responsibility for pricing existing and new sales contracts in conjunction with General Manager and Sales Teams.
  • Drive margin from existing and new contracts and implementing learnings as require
  • Contract evaluation to PBT level.
  • Development and ownership of vertical budgeting, reforecasting and strategic planning with comparisons to prior year and budget / reforecast.

Business Risk Management
  • Identifying, reporting and actioning control deficiencies where necessary.
  • Ensuring that deadlines are met and standard operating procedures improved where necessary.
  • Ensure processes are audited, reviewed and improved as required.

Teamwork
  • Build positive working relationships across the organisation.
  • Support innovation by developing strategies and creating opportunities to elicit new ideas from members of the business.
  • Communicate changes clearly to all members of the team.

Qualifications and Skills:
  • 5+ years accountancy experience in a commercial environment.
  • Professional qualification in the field of accountancy (ACA, ACCA, ACMA or equivalent).
  • Knowledge of CRM, ERP and Microsoft applications.
  • Experience with budgeting, cost estimation and analysis and fiscal management principals and procedures.
  • Risk management.

Personal Attributes:
  • Excellent communication and negotiation skills
  • Motivated, ambitious and enthusiastic with 'can-do' philosophy
  • Strong leadership and influencing skills
  • Excellent prioritising, organising and planning skills
  • Excellent analytical, investigative, problem solving and follow through skills
  • Very strong time management skills
  • Flexible and adaptable
  • Able to challenge the "status quo" and the Vertical management team when appropriate

What you'll get in return:
  • Employee Assistance Programme
  • Charity Club
  • Sports and Social Club
  • Mind UR Buddy Partnership Programme with Pieta House
  • Free car park
  • Annual TaxSaver tickets
  • Cycle-to-work scheme

What you need to do now:

If you interested in applying for this role, please click on the Apply button below or email careers@abtran.com.

Abtran is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

 

Source: http://abtrancareers.morganmckinley.com/jobs/commercial-controller
Jun 19, 2018
Client Services Clerk - Renton
ConvergentRenton
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Description



Come join our thriving team!

Build Your Future.

Full-time with Benefits package available;
401K, Health, Vision, Dental!

 

Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

 

We are currently seeking ambitious, self-motivated, driven TEAM MEMEBERS for a challenging, intense and ever-evolving career in the collections arena.  This an opportunity to join an established team; immediately benefiting from the wealth of collective experience from our team while being supported by a strong and savvy, management team.


Essential Duties and Responsibilities:
  • Prepare manual placement spreadsheets and coordinate with IT to load files
  • Daily Placement Reports
  • Scan documents into Latitude
  • Process incoming client faxes and distribute to CSRs
  • Mail handling
  • Billing Servicer Placement Audits
  • Billing Servicer Inventory Recall Warnings
  • Cancellation Policy Closures
  • Assist Client Services Dept. with other duties as requested by management

 

Job Knowledge, Skills and Abilities:
  • Ability to deal effectively and tactfully with a wide variety of individuals
  • Exceptional organizational skills including the ability to multi-task
  • Must be team focused, willing to help others and hold the group goals as important priorities.
  • Working knowledge Outlook
  • Heavy Data Entry
  • Intermediate to Advanced level in Microsoft Excel


Education and Experience:
  • High School Diploma or GED is required
  • A minimum of 2-3 years of experience working in a fast paced office environment

 

Physical Demands:
  • Regularly required to stand or sit, and move about the facility.
  • Ability to lift and carry up to 30 lbs.


IND123

Source: http://jobs.jobvite.com/convergent/job/ocdQ7fw6
Jun 19, 2018
Academy Coach (Internal only) -
Echo Managed Services
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Walsall, West Midlands


Closing date June 25th 2018



Salary DOE
</div >

Full time Hours

1 Position Available


SECONDMENT OPPORTUNITY FOR UP TO 6 MONTHS (internal only)

Echo Academy will be a new structure in which new starters will follow a phased approach to bridge the gap between training and embedding within the contact centre. To do this we will ensure that they receive quality coaching and development.

The Coach role will suit someone who is passionate about learning and development and wants to design and deliver effective coaching sessions. If you thrive in an enthusiastic and pro-active working environment, with new initiatives and processes being introduced all the time, then this is a great opportunity.

The successful candidate will be responsible for working closely with the Academy Manager to deliver quality investment to new starters and assist in creating a supportive and welcoming environment.

The main purpose of the role will be:
  • To maintain contractual KPI and quality performance through coaching support for the Academy Manager in performance management for new starters.
  • To assist through coaching the delivery of a simply brilliant customer experience to customers contacting us.
  • To develop new starter competency levels to meet the requirements of the business plan and the company’s regulatory and contractual obligations.
  • To drive and encourage a culture of putting our people first through the creation of a coaching environment.
  • Driving innovative thinking and collaborative team working across the Academy, engaging with the Academy manager to drive us to achieve the best customers experience and world class quality of service.

Key responsibilities include:
  • Design and delivery of Academy coaching materials and sessions in line with agreed KPIs and SLAs.
  • Preparing and delivering coaching and 1 to 1 sessions with staff to improve performance across Academy.
  • Reporting to Academy manager on coaching deliverables

Skills:
  • Ability to communicate and influence to all levels from adviser to executive
  • Independent thinker / Team Player
  • Strong Organisational skills
  • Excellent time management skills - ability to multi-task
  • Collaborative and creative
  • Strong customer focus
  • Desire to help others work towards targets and develop their skills.
  • Ability to motivate and develop.
  • Strong Coaching Skills

The successful applicant must have:
  • Commitment to developing people through coaching
  • Passionate, with the ability to motivate others and flex approach to suit individuals
  • Excellent time management / prioritisation skills
  • Team player with the ability to create excellent working relationships across a group.
  • Able to think on feet and use initiative to solve problems.
  • Fun, hardworking, innovative and personable
  • Diplomatic and respectful
  • Resilient
  • Experience working in a customer focused driven environment
  • Experience of working and delivering in a target driven environment
  • GCSE level or equivalent
  • Good industry knowledge required

To apply:

Please send us a statement of application explaining your reasons for putting yourself forward for the opportunity to echohr@echo-ms.com

Closing date for receipt of statement of applications will be Monday 25 June at 10am

Source: https://www.echo-ms.com/careers/academy-coach-internal-only
Jun 18, 2018
Customer Service Manager - Lichfield
Douglas JacksonLichfield
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Job Ref:           DJKG1233

Job Title:         Customer Service Manager

Location:         London

Salary:             £50k to £55k

My client is looking for a highly motivated Customer Service Manager to join and lead the London team.

The Role:

Manage a busy, multi-skilled and multi-lingual contact centre, working on a B2B & B2C level.

Key Responsibilities
  • Manage Team Managers and an overall FTE of approximately 100.
  • Coach and upskill team managers to ensure exception customer service is delivered constantly.
  • Driving and promoting Customer Excellence.
  • Work closely with the senior management team to ensure the delivery of business goals and objectives.
  • Be an effective Change Manager and lead a team through periods of change.

The Candidate 

This role will mean working evening shifts. You will need to be able to step into this role and make a difference, working in a multi-channel environment. You will need to have managed large teams of 100 plus as a fte and be able to progress the contact centre team as well as consistently looking at the customer journey and experience whilst working in a fast-paced environment.

This role is very much people focused so experience in providing outstanding team motivation and performance is paramount.

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
Jun 18, 2018
Senior Customer Experience Analyst - Lichfield
Douglas JacksonLichfield
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Job Ref: DJJM1166

Job Title: Senior Customer Experience Analyst

Job Location: Midlands

Salary – Up to £35,000+ bens

Reporting to the Senior Customer Experience Manager, my client is looking for a senior analyst to help shape future customer journeys, providing strategic insights to facilitate the delivery of world class customer service. This role is within a highly regarded organisation operating within an evolving and competitive market sector.

Key responsibilities
  • Complete complex data analysis with a variety of purposes for the business
  • Provide specifications for reporting
  • To perform analysis of data in order to assess customer journeys and make improvements.
  • To update, distribute and create new MI reports for the management team, including identifying and fixing errors in reports.

What experience will I have?
  • A high level of numeracy and the ability to extract and analyse data
  • The ability to use MS Excel and MS Access to an advanced level
  • Power BI, MS Azure ML and SQL Transact
  • Experience of communicating the processes of complex analysis to an audience with varying levels of understanding.
  • Experience of writing specifications and performing quality assurance on work of other data analysts.

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.
Jun 18, 2018
Call Centre Agent - Harare
Great CommunicationsHarare
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Call Centre Agents wanted to be based in Harare Zimbabwe.
Jun 17, 2018
Call Centre Agent - Harare
Great CommunicationsHarare
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Call Centre Agents wanted to be based in Harare Zimbabwe.
Jun 17, 2018
Resource Planning Analyst – Scheduling, Real-Time - Lichfield
Douglas JacksonLichfield
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Job Ref: DJPF1187

Job Title: Resource Planning Analyst – Scheduling, Real-Time.

Location: West Midlands/Warwickshire

Salary: £20-23,000 plus bens

My client is looking for a Resource Planning Analyst to work within their operations support team. The successful candidate will be responsible for effectively intraday, real time and scheduling of a busy workforce on a day by day and up to 7 days out basis

You will be working in a team of planners to ensure that all work is planned for effectively.

This is a great opportunity for someone who has some planning experience, or a strong customer service agent with an interest in real-time and planning who is looking for a new challenge in a company with great opportunities and career growth.

What experience do I need?

Previous experience, or a good understanding of planning, real-time and scheduling, in or outside a contact centre, or field-based workforce.

The ability to think and work in a fast paced, ever changing environment.

You will need to be able to demonstrate knowledge and experience of scheduling and planning applications

Good PC skills, knowledge of Windows, Microsoft Word, Excel and WFM or Planning tools

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.
Jun 15, 2018
Dialer Strategy Manager -
Convergent
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Description


Responsibilities:


The Dialer Strategy Manager is responsible for execution of dialing campaigns for the Collections department on multiple dialing platforms. This role will partner with their peers in managing dialer campaigns to ensure all operating hours are covered.  They will also monitor all campaigns to determine overall strategy and design of calling campaigns are meeting regulatory and operational guidelines while also exceeding established goals including but not limited to Intensity Rate, Contact Rate, Abandon & Abort Rates. The Manager will also be responsible for execution of all agent statistics and reporting all issues to line of business Supervisors and Managers.

Job Duties:
  • Performing the mechanics required to maximize production within the dialing platforms such as changing the campaign dialing levels based on agent and inbound call activity.
  • Real-time monitoring of campaigns, dialer agents, calling list penetration, and statistics to ensure agents are fully utilized & dialing plans are executed successfully.
  • Achieving desired penetration and contact rates necessary to meet productions goals.
  • Collecting necessary data to accurately report on performance, forecast workloads, and developed dialing plans.
  • Communicate effectively with clients/auditors/visitors regarding dialer capabilities and execution of strategies.
  • Identify and suggest possible improvements to existing processes
  • Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations
  • Communicate with the outsourcing dealer team for production need for all manual dialing platforms
  • Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance
  • Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment
  • Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees
  • Miscellaneous duties as assigned

Qualifications:

  • Demonstrated ability to build, launch and manage pools/campaigns in FACS and/or LiveVox dialer systems
  • Experience in creating logics and reports for production and analytic review
  • Self-motivated, and able to stay focused without supervisor intervention. Solid attendance record and schedule adherence.
  • Technology oriented including knowledge of basic technical troubleshooting, able to resolve basic front line issues, and provide detailed and clear issue information for escalated troubleshooting
  • Skilled in Microsoft Office, including Excel, Outlook, Word, and Power Point
  • Previous Lead or technical support experience a plus
  • Visual Basic Application debugging experience a plus
  • Auto Dialer or LiveVox experience a plus
  • Excellent communications skills both written and verbal
  • The ability to lead by example and keep team members engaged

The above statements are intended to describe the general nature and level of work performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and requirements.

IND123

 

Source: http://jobs.jobvite.com/convergent/job/oPaO7fwE
Jun 14, 2018
Customer Service Manager - Lichfield
Douglas JacksonLichfield
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Job Ref:           DJKG1226

Job Title:         Customer Service Manager

Location:         Ealing, London

Salary:             £40k

Exciting role with an innovative, entrepreneurial and growing company that sells products across the UK, European and International markets. 

The Role

The main responsibility is to develop and support a small customer support team. You will also implement processes and procedures along with training programmes and techniques. This is a young up and coming US company with recent operations based now in the UK.
  • Implement customer service policies and procedures
  • Recruit and train customer service agents
  • Deal with complex and escalated customer service concerns
  • Track review and resolve customer complaints 

The Candidate

My client is looking for a driven leader who has a proven success in working within customer service, complaints and escalations. Ideally with experience in working with the travel, retail or FMCG space – and an added benefit if you are able to speak French at a business level standard. This role would also be ideal for someone that has a natural entrepreneurial approach.

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 organizations, 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.
Jun 14, 2018
Head of Contact Centre (Operations) - Lichfield
Douglas JacksonLichfield
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Job Ref:           DJKG1232

Job Title:         Head of Contact Centre (Operations)

Location:         Sheffield

Salary:             £80k (plus car, profit related pay and other benefits)

My client is looking for an outstanding Head of Contact Centre to join their team that can lead and drive forward the Contact Centre whilst maintaining excellent employee and customer engagement. 

The Role

This role will report to the Operations Director. The main remit is to ensure outstanding Customer Experience and Engagement for my clients’ retail and digital brands. You will have 4 direct reports and approximately 60fte which fluctuates during the year.

This is a pivotal role within this company so experience in working on cross functional projects is also important, alongside working with stakeholders, on and off shore.

You will also be accountable for all stakeholder engagement across the operation and be able to inspire, motivate and offer a strategic leadership approach whilst promoting the company’s vision and values. 

The Candidate

My client is looking for an inspirational leader and role model that can oversee and ensure outstanding customer service and experience through the different working shift patterns. You will also be the final point of escalation and able to lead, inspire and influence an established 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.
Jun 14, 2018
SQL Database Admin -
Abtran
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Reporting directly into the Head of ICT Infrastructure Services you will maintain, improve and document Abtran's database estate and management processes so as to ensure that they support the business requirements from a performance, capacity, resiliency and security standpoint.

Responsibilities and Duties
  • Has 7+ years of experience in database architecture, development, administration and support in Microsoft SQL Server environments.
  • Strong experience in DB Admin in MSSQL Server (2005, 2008, 2012, 2014)
  • Strong experience in troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etc.
  • Strong experience in writing SQL and creating views, functions, and stored procedures that support transactional and analytics databases.
  • Strong Experience in Performance Tuning, Query Optimization, using Performance Monitor, SQL Profiler and other related monitoring and troubleshooting tools.
  • Strong Experience of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication, Patching.
  • Strong Experience in index and statistical management, integrity validation, configuration, patching.
  • Experience using SQL Server tools (Profiler, DTA, SSMS, SAC, SSCM, PerfMon, DMVs)
  • Excellent investigative, problem solving and follow through skills
  • Able to maintain a high level of accuracy while working in a fast paced environment
  • Strong attention to detail
  • Willing to take the Lead and Ownership
  • Excellent Written and Spoken English

Qualifications and Skills
  • 7+ years relevant experience
  • Degree or master's qualification in technology, IT or technical discipline
  • ICT Technical Qualification such as MCTS or MCITP in SQL
  • Experience of SQL database administration
  • VMWare certified, Microsoft certified, ideally to Systems Engineer.
  • Microsoft core technologies, virtualisation technologies, enterprise storage and backup technologies, clustering technologies.
  • Experience of working with a technical team with particular strengths in project planning methodologies, presentation and technical documentation

Personal Attributes required:
  • Excellent Communication skills
  • Flexible and Adaptable
  • Good Team Player
  • Good communication and documentation skills
  • Can work unsupervised and on own initiative
  • Strong SQL performance related experience in VMWare ESX/ESXi clustered environments.
  • Experience in SQL Cloud Technologies such as Azure SQL as a Service (PaaS) including migration of databases to cloud.
  • Documentation skills for processes and procedures (creating KBs, runbooks, topology etc)

Benefits

This organisation has a strong ethos for employee progression, so if you are looking to develop your skills and your career then this is a great place to start. Coupled with your drive to excel and our Employee Development Program we will support and encourage you all the way.

Source: http://abtrancareers.morganmckinley.com/jobs/sql-database-admin-0
Jun 13, 2018
Collections Manager - Bristol
Echo Managed ServicesBristol
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Bristol


Closing date June 29th 2018



Salary £25,000-£28,000
</div >

37.5 (To cover shifts between 8am and 8pm M-F and one Saturday in 8) Hours

1 Position Available


Job Description

Key Responsibilities:

You will be responsible for the delivery of all aspects of customer focussed debt collections activity within the debt collections team. Maintaining high quality, providing accurate and timely information, while improving collections levels and ensuring KPI and SLA performance are achieved whilst maintaining excellent customer service.

Getting & Retaining Business
  • Build and maintain a strong business relationship with existing client contacts in order to understand their needs and ensure client satisfaction.
  • Build and retain a strong business relationship with existing clients, in order to understand their needs and ensure Inter Credit International are well positioned to win new and on-going business.

Delivery
  • Fulfil individual targets to maximise contribution to team performance and meet client requirements
  • Prioritise allocated tasks to provide the optimum service
  • Adhere to company standards in order to present a professional image to stakeholders
  • Engage, lead and inspire teams created to deliver optimal and profitable integrated client solutions
  • Pro-actively direct client and internal communications on progress to manage expectations of service delivery

Monitoring
  • Identify and communicate issues resolving them where appropriate, in order to provide a continuity of service and consistency of output
  • Participate in internal and external reviews to make service enhancements through methodology, practices & procedural improvements
  • Actively seek comments from internal and external stakeholders to enhance and deliver market leading solutions

Enabling & Support
  • Recognise and recommend improvements to existing processes and procedures to improve performance
  • Develop new credit and collection processes to improve effectiveness. Map and maintain existing and new credit management processes
  • Complaint handling in accordance to company policy and procedures
  • Preparation & delivery of PDR/PDP for all Team Members, including feedback of any individual training requirements
  • Monitor Team quality performance to ensure compliance with FCA along with a good understanding of FCA requirements and obligations towards TCF.
  • Plan staff levels to ensure operation is not compromised.

Experience:

Essential:
  • Minimum of 1-2 years supervisory experience in a customer facing contact centre environment, dealing with the public
  • Minimum of 1-2 years debt collections management experience
  • Proactive and results driven
  • Able to form good relationships with people at all levels and work as part of a team.
  • Highly organised, analytical numerical thinker.
  • Analytical problem solver – ability identify issues and trends from data sets and define plans and actions accordingly
  • Strong Excel skills
  • Always looking to make improvements – mindful of quality
  • Completer-Finisher – accurate and consistent – always delivers
  • Enthusiastic, positive attitude. Keen to take on new things as and when business needs arise.
  • Quick Learner and ability to understand complex CRM and fulfilment systems
  • Ability to work under pressure to tight deadlines
  • Good Communication Skills (including formal presentation)
  • Presents workable business solutions

Skills / Knowledge:

Essential:
  • Knowledge and experience of contact centre applications and solutions
  • High level of business & technical literacy
  • Demonstrable commercial experience Proven track record in Client /Customer management within the outsourced contact centre or marketing services industry.
  • Proven experience of defining, proposing, implementing and measuring improvements in a contact centre / marketing services environment.
  • Good experience of delivering, managing and developing programmes within strict SLA’s and performance driven culture
  • Strong communication skills, verbal & written, sufficient to a successful customer conversation
  • Strong leadership skills and abilities
  • Ability to rapidly learn & assimilate information
  • Be effective at prioritizing activities, multi-tasking with strong attention to detail
  • Ability to work effectively as part of a team

Education

Essential:
  • Graduate or equivalent
  • GCSEs or equivalent including English Language, Mathematics

This is a fixed term 9-12 month contract to cover maternity leave starting mid July.

To apply, please send your CV and cover letter to iwanttowork@echo-ms.com

Source: https://www.echo-ms.com/careers/collections-manager
Jun 11, 2018
Head of Health & Safety - Lichfield
Douglas JacksonLichfield
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Ref:                 DJRL1013

Role:                Head of Health & Safety

Location:         Somerset

Salary:            £55,000 + Excellent Benefits + Flexible part home working

A market leading company are a leading provider in the South West. They are currently looking to recruit a Head of Health & Safety to provide strategic health & safety leadership. You will ensure the provision of up to date policies, expertise and advice. You will provide assurance that all Health & Safety polices are adhered to through a systemised process of oversight and checks which ensure that the company remain compliant with all its health and safety legal and regulatory requirements.

As Head of Health & Safety you will promote a health & safety culture through passion, collaboration with others and commitment to ensuring health and safety remains a priority.

The successful candidate will:
  • Be a chartered member of the CMISOH and have a NEBOSH Diploma or equivalent qualification.
  • Be experienced in Health & Safety and have excellent and up to date knowledge of health & safety legislation and regulatory obligations.
  • Have a proven track record of working in an asset / landlord based health & safety environment along with experience of developing and implementing a safety management system to meet desired accreditation.
  • Demonstrate a passion for health & safety and a proven track record of developing this passion into a health & safety management system with clear policies and processes.
  • Have the ability to motivate and enthuse others beyond a health & safety compliance based approach towards one of a health & safety culture.

The company invest heavily into their staff and the wellbeing of their employees. They offer an extensive benefits package which includes: Contributory Pension, Private Healthcare, 26 days holiday entitlement + bank holidays, Possible agile working and Flexi Time and Free parking.

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.

 
Jun 11, 2018
Team Leader - Lichfield
Douglas JacksonLichfield
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Job Ref:           DJKG1231

Job Title:         Team Leader

Location:         Derby

Salary:             £22k to £25k plus bonus

My client is looking for an outstanding Team Leader to join their team that can help support and guide then through changes and processes.

The Role

You will report to the Head of Customer Services and your main responsibility is to manage, develop and motivate the CSA’s in order to meet KPI’s and SLA’s. You will work as part of the operational management team and contribute to the broader business objectives.
    • Manage the team performance in unity with the Company’s process and procedures
    • Implement new processes, motivate and lead the team
    • Conducting team meetings on a regular basis
    • Under take other projects in the wider business
    • Dealing with any escalated complaints
    • Understanding of basis HR function in running a small team
  • To drive customer strategy and change

 The Candidate

Previous experience as a Team Leader working within a contact centre environment. Ideally, they are looking for someone from the Retail or FMCG space that has both sales and service experience.

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.

 
Jun 11, 2018
Team Manager – 9 Month FTC - Lichfield
Douglas JacksonLichfield
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Ref:                 DJRL1014

Role:               Team Manager – 9 Month FTC

Location:        London

Salary:            Up to £33k + Bonus + Benefits

A leading company in London are looking to recruit a Team Manager to cover a maternity leave for 9 months.

This market leading property company are looking for an experienced Team Manager to join their leading contact centre. The successful candidate will be a highly motivated, people focused services professional who is able to lead, coach and support a team of Customer Contact Agents.

You will report into the Head of Contact Centre and will be responsible for around 11 agents. The aim of the role is to develop and empower teams to deliver an excellent customer journey to their customers every time, ensuring first contact resolution where possible, addressing the primary reason for the customer contact using all their skills and knowledge. 

You will be proactive in Leading, coaching and engaging your teams. A Team Manager is responsible for their team, ensuring that they understand the importance of their role within the business and are advocates for the brand. You will be responsible for the operational management of a team and be expected to analyse agent performance against KPI’s, provide support for the agents individual needs and address concerns and development needs.

The successful candidate will:
  • Experience of leading a team where you can grow, nurture and develop your team.
  • Demonstrate and progress change in a forward-thinking organisation.
  • Show energy and confidence to be able to inspire your team to deliver a quality-focused service to both internal and external customers.
  • Experience of managing people and associated ‘people’ processes.
  • Show empathy and be able to nurture their 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.

 
Jun 11, 2018
Payment Processing Manager - Renton
ConvergentRenton
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Description



Come join our thriving team!

Build Your Future Here!

Full-time with Benefits package available;
401K, Health, Vision, Dental!

Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

We are currently seeking ambitious, self-motivated, driven
 
TEAM 
MEMBERS 
for a challenging, intense and ever-evolving career in the collections arena.  This an opportunity to join an established team; immediately benefiting from the wealth of collective experience from our team while being supported by a strong and savvy, management team.

The Payment Processing Manager will oversee the day-today operations for the Payment Processing department including direct management of a team of 15 including 2 supervisors.  This includes solving departmental and employee issues, responding to external and internal customer service requests, creating departmental procedures and documentation.  This position will oversee the audit functions involving payments and will head up the audits performed by clients.    A primary function of the position will be to perform high level analysis including, reconciling errors, identifying trends, and ensuring appropriate resolution and communication is completed.   This position will be responsible for updating and maintaining development plans and procedural documentation.

This position is the primary “go to” person for any and all issues that arise related to the handling of consumer payments and client related payment and reporting activities.  This position reports directly to the Senior Controller and is considered part of the Finance/Accounting Department.  This role also has extensive communications with the Operations teams in 3 of our Convergent call center locations as well as the parent company call center.

Skills and Experience:
  • Previous management experience is required – 3+ years -
  • Experience Supervising employees including disciplinary actions, performance appraisals, hiring and developing and coaching team members is required
  • Excellent oral and written communication skills
  • Strong problem solving, analytical, and leadership skills
  • Ability to work under pressure and meet critical deadlines.
  • Ability to efficiently utilize office products, including Excel
  • Ability to compile detailed data into high level reports for upper management

 

 IND123

Source: http://jobs.jobvite.com/convergent/job/oCBM7fwQ
Jun 11, 2018
Entry Level Software Engineer - Pasadena
CallFirePasadena
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CallFire, named one of the Best Places to Work in Los Angeles, is an exciting cloud messaging company with offices in Santa Monica, CA, Pasadena, CA, Austin,TX and Kiev, Ukraine. We are looking for individuals ready to work with a fun and dedicated team to change the face of communication.  We are now seeking an Entry Level Software Engineer in our Pasadena office.

Responsibilities



  • Collaborate with other developers and teams to plan, design, develop, test, and maintain a distributed micro services ecosystem



  • Maintain high standards of software quality within the team by establishing good SDLC practices and leading by example



  • Recommend improvements to infrastructure, technology and processes



Minimum Qualifications



  • Familiar and experienced with Java



  • Understanding of the SDLC and agile methodologies



  • Basic understanding of OOP concepts



  • Understanding of IOC



  • Understanding of design patterns



  • Basic understanding of networking and security best practices



  • Great design and problem solving skills, passion for quality and engineering excellence at scale



Preferred Qualifications



  • Experience with REST/JSON APIs or web services



  • Experience with Maven and understanding of continuous build/delivery



  • SCM experience, preferably GIT



  • Basic RDBMS experience including SQL, transaction management and schema design



  • Experience with NoSQL databases



  • Experience with other languages besides Java



  • BS in CS or related field, preferred



How to Apply

Send a resume to

jobs@callfire.com

with "Entry Level Software Engineer - Pasadena" in the subject.

Write a few sentences describing your experience and why you would be a good fit for our company.

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=792259&&&nohd#job
Jun 10, 2018
Customer Service Administrator - Sligo -
Abtran
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Due to continuous growth Abtran Business Solutions are hiring in Sligo and we are looking for  Customer Service Administrators. 

This is an exciting opportunity for any individual who has strong Customer Service and Administrative experience. In return this role offers great exposure to working in an exciting and fast paced environment. This position is where you will start off your training with a qualified and selected group of colleagues who will support and teach you all about this dynamic role.

Our new office will be located in a high-tech facility at Finisklin Business Park in Sligo. 

Your new role
  • Providing your customer with up to date account information. 
  • Logging all enquiries into the systems and escalating where necessary.
  • Teamwork, includes demonstrating behaviours that show commitment to working with others as well as supporting and improving the overall performance of the team. 
  • Ad hoc duties as required, reporting, filing, scanning, other projects.

 
What you'll need to succeed 

To be considered for this role you will have
  • Previous experience in a customer service environment or Administrative role
  • Administrative experience with a sound knowledge of computer systems, ideally have ECDL course completed
  • Excellent written and verbal communication skills
  • Strong results and a high attention to detail
  • Resilience and self-motivation
  • Fluent English

What you'll get in return   
  • Lean Six Sigma training
  • Employee Assistance Programme
  • Abtran Charity Club
  • Abtran Sports and Social Club
  • Mind UR Buddy Partnership Programme with Pieta House
  • Suas Educational Development, schools – business partnership
  • State-of-the art offices
  • Free car park
  • Annual TaxSaver tickets
  • Cycle-to-work scheme

We are on the lookout for people who are not afraid of challenges who are solution focused and have the motivation and drive to progress their career.

What you need to do now 

If you are hungry to succeed in a growing organisation, learn and grow with this ever expanding industry apply below.

Abtran is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.  

Source: http://abtrancareers.morganmckinley.com/jobs/customer-service-administrator-sligo
Jun 6, 2018
Customer Sales and Service Representatives X 30 - Suva
MindpearlSuva
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PURPOSE

Handling inbound and outbound customer enquiries that include – emails, telephone calls, faxes and social media responses.   Demonstrate excellence in customer service in all dealings with customers, in accordance with Mindpearl and client policies, procedures and values.

 

DUTIES
  • Handling inbound and outbound customer enquiries utilizing available contact centre systems and programs.
  • Demonstrate excellence in customer service in all dealings with customers, in accordance with Mindpearl and client policies, procedures and values.
  • Identify the customer’s needs, up sell additional products/services and offer personalized service in line with quality and training directives.
  • Complete administrative tasks relating to servicing and resolving customer requests in a focused and efficient manner.
  • Maintain efficient control of queues.
  • Deal with customer complaints in a professional manner within Mindpearl and client guidelines.
  • Any other duties as reasonably requested by the employer.

MINIMUM REQUIREMENTS
  • Available to work on a roster basis covering 365 days a year and within hours in accordance with client requirements
  • Self-motivated, resilient and able to maintain a consistent standard of customer service over an entire shift
  • Able to apply initiative to solve problems and improve work processes
  • Communicates information effectively and in an appropriate manner
  • Calm and methodical decision maker.
  • Excellent communication skills (verbal and written)
  • Able to undertake intensive training in complex products
  • Maintains awareness of product, system and client changes/updates
  • Willing to accept feedback and aims to continuously improve and update knowledge and skills
  • Demonstrated ability to work effectively and efficiently in multiple applications within a windows based computer system.

Source: https://www.mindpearl.com/job-opportunities-at-mindpearl/job/customer-sales-and-service-representatives-x-90/
Jun 6, 2018
Customer Service Administrators - Sligo -
Abtran
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Abtran is a leading provider of Customer and Business Process Management services, with a proven capability in delivering transformative solutions with an extensive and diverse client base across regulated markets.

Specialist provider of services in sectors including Government, Transport, Utilities and Financial Services. Many exciting opportunities now available to kick start your career in Sligo

We are currently looking for Customer Service Administrators for our client. This is an exciting opportunity for an individual with strong Customer Service and Administrative experience. In return this role offers a great exposure to working in an exciting and fast paced environment. This position is where you will start off your training with a qualified and selected group of colleagues who will support and teach you all about this dynamic role.

Role:

* Providing your customer with up to date account information

* Logging all enquiries into the systems and escalating where necessary

* Teamwork, includes demonstrating behaviours that show commitment to working with others as well as supporting and improving the overall performance of the team.

* Ad hoc duties as required, reporting, filing, scanning, other projects

 

Requirements:

* Will have previous experience in a customer service environment or Administrative role

* Administrative experience with a sound knowledge of computer systems, ideally have ECDEL completed

* Excellent written and verbal communication skills

* Strong results and a high attention to detail

* Resilience and self-motivation

* Fluent English

 

Benefits:

 

* Lean Six Sigma training

* Employee Assistance Programme

* Abtran Charity Club

* Abtran Sports and Social Club

* Mind UR Buddy Partnership Programme with Pieta House

* Suas Educational Development, schools - business partnership

* State-of-the art offices

* Free car park

* Annual TaxSaver tickets

* Cycle-to-work scheme

 

Recruitment for these new roles in Sligo has now started. For more information on the variety of new roles that will be available apply today…..

Source: http://abtrancareers.morganmckinley.com/jobs/customer-service-administrators-sligo
Jun 5, 2018
Customer Service Advisor - Sligo -
Abtran
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Abtran is a leading provider of Customer and Business Process Management services, with a proven capability in delivering transformative solutions with an extensive and diverse client base across regulated markets.

Abtran is a specialist provider of services in sectors including Government, Transport, Utilities and Financial Services. Established in 1997, the company marks its 21st anniversary this year.

We currently employ over 2,000 people in Cork, Dublin, Kildare and Southern India. Our office will be located in a high-tech facility at Finisklin Business Park in Sligo.

Pat Ryan, Abtran CEO said, "Ireland will continue to be a key part of the global growth ambitions that we have as Ireland's largest home grown BPO provider. We also believe it is very important to support national and regional economic development wherever possible through the growth of our operations."

Consider yourself a customer care expert? Our client is one of Ireland's largest and fastest growing innovative Business Process Outsourcers. They are seeking Customer Service Advisors to join their new team in the beautiful West of Ireland.

Abtran is on the lookout for people who are not afraid of challenges, who are solution focused and have the motivation and drive to progress their career. The successful candidate will be able to accept ownership for effectively solving customer issues and inquiries, keeping customer satisfaction at the core of every decision and behaviour.

Role:

* Providing relevant advice to customers via email and over the phone

* Using your product knowledge to solve problems for customers

* Keeping yourself up to date with business and product information

* Effectively managing a database through accurate and efficient data entry

* Adhering strictly to data protection and confidentiality laws

* Assist with reporting and creating documentation

* Ad hoc administrative duties such as filing, scanning, photocopying and faxing documents

Requirements:

* Previous Customer Service experience

* Excellent verbal and written communication skills

* An exceptional telephone manner

* A high level of accuracy and attention to detail

* Ideally have completed a relevant course, strong computer skills are essential (e.g. ECDL)

* Proven ability to deal with problems and solve them effectively

* Ability to work well either individually or as part of a team

Benefits:

* Lean Six Sigma training

* Employee Assistance Programme

* Charity Club

* Sports and Social Club

* Mind UR Buddy Partnership Programme with Pieta House

* Suas Educational Development, schools - business partnership

* State-of-the art offices

* Free car park

* Annual TaxSaver tickets

* Cycle-to-work scheme

This is an opportunity that cannot be missed! Apply online today!!

Source: http://abtrancareers.morganmckinley.com/jobs/customer-service-advisor-sligo
Jun 5, 2018
Sales Advisor - Sligo -
Abtran
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Abtran is a leading provider of Customer and Business Process Management services, with a proven capability in delivering transformative solutions with an extensive and diverse client base across regulated markets.

Abtran is a specialist provider of services in sectors including Government, Transport, Utilities and Financial Services. Established in 1997, the company marks its 21st anniversary this year.

Abtran currently employs over 2,000 people in Cork, Dublin, Kildare and Southern India. We will base our new regional operations centre in a high-tech facility at Finisklin Business Park in Sligo.

Pat Ryan, Abtran CEO said, "Ireland will continue to be a key part of the global growth ambitions that we have as Ireland's largest home grown BPO provider. We also believe it is very important to support national and regional economic development wherever possible through the growth of our operations."

 

Kick start your career in Sales!

If you are looking for a career in Sales in the West of Ireland, this is an opportunity you cannot miss!

This is an entry level position with a strong focus on internal progression, where you will receive full training and support provided to ensure you excel in your new role. If you are an enthusiastic and outgoing person with a desire to succeed, then apply here today!

What you would be doing…

* Delivering exceptional customer service to the people you speak with, always being friendly and courteous

* Advise customers of the products and services and match the best options to suit their needs.

* Keeping records up to date and accurate.

* Adhering to data protection and confidentiality laws

* Working closely with your team to achieve targets and goals and supporting each other in all aspects of the job.

* Full training will be given to you to make sure that you are an expert in your job. We want you to be able to deal with challenging situations and overcome objections with confidence and the training is geared to do exactly that.

 

What you need…

* Previous Sales (not essential) or Customer Service Experience.

* Excellent Communication Skills.

* Administrative experience with a sound knowledge of computer systems, ideally have ECDL completed

* High attention to detail

* You love a challenge and have great problem-solving skills.

 

And in return you will get…

* Employee Assistance Programme

* Charity Club

* Sports and Social Club

* Mind UR Buddy Partnership Programme with Pieta House

* Free car park

* Annual TaxSaver tickets

* Cycle-to-work scheme

Recruitment for the new roles in Sligo has started. For more information on the variety of new roles that will be available apply today…..

Source: http://abtrancareers.morganmckinley.com/jobs/sales-advisor-sligo
Jun 5, 2018
Bilingual Collections Associate (English/Spanish) - Houston
ConvergentHouston
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Description



Come join our thriving team!

Build Your Future Here!

Full-time with Benefits package available;
401K, Health, Vision, Dental!

Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

We are currently seeking ambitious, self-motivated, driven
 
TEAM 
MEMBERS 
for a challenging, intense and ever-evolving career in the collections arena.  This an opportunity to join an established team; immediately benefiting from the wealth of collective experience from our team while being supported by a strong and savvy, management team.

Position:                     Bilingual Collector (English / Spanish)

Responsibilities:

Collectors are responsible for calling 200-400 people a day, as well as accepting incoming calls regarding past due accounts and securing payments. 

Job Duties:
  • Call debtors to secure payments on past due accounts
  • Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations
  • Miscellaneous duties as assigned


Qualifications:
  • High School diploma or equivalent
  • Fluent English / Spanish Bilingual (Read, Write, Speak)
  • FDCPA knowledge preferred
  • Type at least 35WPM
  • Professional phone etiquette
  • Solid negotiating skills
  • Ability to multitask
  • Strong interpersonal and integrity
  • Positive attitude
  • Ability to problem solve
  • Maintain confidentiality

 

Physical Requirements:
  • Remain in a stationary position 95% of the time
  • Occasionally move about inside the office to access office machinery etc.
  • Constantly operates a computer and other office productivity machinery (i.e. calculator, copy machine and computer printer).
  • Must be able to exchange accurate information over the phone and in person

The above statements are intended to describe the general nature and level of work performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and requirements. 

 

 

IND123 

 

 

Source: http://jobs.jobvite.com/convergent/job/oRXK7fwp
Jun 5, 2018
Contact Centre Project Manager (WFM and Telephony implementation 6-9m FTC) - Lichfield
Douglas JacksonLichfield
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Job Ref: DJMA1755

Job Title: Contact Centre Project Manager (WFM and Telephony implementation 6-9m FTC)

Location: Midlands

Salary: £300-400 per day.

Opportunity for an interim contract to deliver the successful Project Management, implementation and delivery of an integrated WFM and telephony platform within this growing contact centre operations.

Working closely with the senior management team, you will support the customer service operations to create an environment where more effective resource planning and accurate forecasting will help optimise this busy, growing contact centre.

The role will oversee and aid in the development of the resource planning analyst, providing contact centre performance data and quality, high level management information and customer intelligence.

Manage the telephony and WRM platform, including vendor, partner management, data, administration, problem solving, internal and external relationships.

If you are interested in applying for this role, you will have previous experience delivering the successful implementation and set up of a WFM and telephony system.

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 organizations, 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.

 

 

 
Jun 5, 2018
Head of Customer Service - Lichfield
Douglas JacksonLichfield
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Job Ref: DJMA1756

Job Title: Head of Customer Service

Location: London

Salary: £35-40,000 plus bens

This is an opportunity for an experience customer service manager to join the senior leadership of a small, but high-performance customer delivery team in this rapidly growing organisation.

They will be looking for an individual with a hands-on approach, a passion for customer service and someone who really cares about their people, their training and development.

You will manage your team to set and lead on customer objectives, performance expectations and service level agreements.

Working across a multi-channel environment including inbound, outbound, live chat and email.

Responsible for developing and implementing a customer centric strategy, in conjunction with the Director, to maximise revenue and ensure continued support and development of our customer service team.

If you are interested in applying for this position, you will need previous leadership and managerial experience within a customer service, contact centre team.

Have extensive experience managing and leading a customer service team at a senior level, with proven skills in developing individuals and teams to deliver against objectives and plans.

An aptitude for delivering excellent customer service and leading by example.

Experience in devising and implementing customer service strategies at a senior level.

Excellent interpersonal, communication and influencing skills and a high level of credibility.

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 organizations, 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.

 

 

 
Jun 5, 2018
Customer Experience Manager - Lichfield
Douglas JacksonLichfield
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Job Ref:           DJKG1229

Job Title:         Customer Experience Manager

Location:         Leeds

Salary:             £40k (plus car package)

This is a fantastic opportunity for an experienced Customer Experience Manager to work for a well-established company. Experience in insight and digital is important for this role.

The Role

The main responsibility is to work within a small team and be responsible for multiple end to end customer journey and developing a roadmap that includes implementation of challenges and change.
  • Working closely with the Head of CX to refine and develop the CX programme
  • Own the data collection methodologies and customer touch points
  • Own the governance process for all CX initiatives
  • Design and implement strategic initiatives for CX improvements
  • Engage with internal and external stakeholders

The Candidate

My client is looking for an experienced Customer Experience Manager with digital and insight experience, who can develop and execute against a strategic customer experience and journey road map and is used to working within an agile environment.

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.

 
Jun 4, 2018
Customer Experience Manager – Contact Centre Products - Lichfield
Douglas JacksonLichfield
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Ref:     DJAD1051

Role: Customer Experience Manager – Contact Centre Products

Location: Chester & Cannock

Salary: £45,000

One of the largest commercial businesses in the UK is looking for a Customer Experience Manager with an understanding of contact centre products and the customer journey to join their Product Management team. The aim of the role is to identify and assess product opportunities, review product strategy and roadmap, to own and represent the product ensuring it is right for all and to input into the wider Customer Management Centre technology stack and roadmap.

The role will involve:
  • Discussing technology in terms of the CX it creates to non-technical stakeholders
  • Understanding and exploring the different technologies available and their impact on the business
  • Regularly envision new and better experiences including both incremental enhancements and innovative game changers
  • Simultaneously collaborate with multiple partners with different interests/expectations, various levels of UX, analytics, test and engineering – bringing all parties along on the journey.
  • Understand the core and secondary metrics: why the business use them, when new ones are needed, how to use analytics to determine where there are issues and what those issues might be in order to provide solution explorations.
  • Communicate ideas, issues, solutions and metrics both in written and verbal form to stakeholders

The successful candidate will have exposure to various contact centre products and have extensive experience in Customer Experience and customer journey mapping. The successful person will have experience using this knowledge to develop contact centre tools in both voice and digital and enhance CX through this.

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.
Jun 4, 2018
Customer Service Supervisor (German speaking) - Lichfield
Douglas JacksonLichfield
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Job Ref: DJMA1754

Job Title: Customer Service Supervisor (German speaking)

Location: South East – (Surrey/West Sussex/Hampshire commutable distance areas)

Salary: £30k base bonus bens.

Hallo! Sprechen Sie Deutsch?

This is an opportunity for a customer focused and experience customer service professional with German language skills.

You will have full responsibility for the day to day operations within the customer service team, leading a small team, managing the delivery of a great and continuously improved customer experience.

You will work closely with your team to drive improved performance, efficiencies and capacity across your team, delivering enhanced customer contact and employee engagement.

You will carry out regular 121’s performance management, coaching and development. Motivating team members and assessing performance against agreed quality management ensuring individuals team meet all agreed SLA’s and KPI’s

If you are interested in applying for this role, you will have experience within a customer service role, ideally with some supervisory experience. You will have a clear focus on the customer and be able to input into strategy and continuous improvements through the insight, knowledge and analytics produced through the customer contact.

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 organizations, 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.
Jun 4, 2018
Scheduler – Field Based Planning - Lichfield
Douglas JacksonLichfield
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Job Ref: DJPF1165a

Role: Scheduler – Field Based Planning

Location: Warwick

Salary: £26,000

My client is looking for a Scheduler to work within their operations support team. The successful candidate will be responsible for effectively scheduling the engineer’s diaries daily, including setting up and ordering parts for further visits when required. You will be working in a team of planners to ensure that all work is planned for effectively. This is a great opportunity for someone who has some planning experience and is looking for a new challenge in a company with great opportunities and career growth.

What experience do I need?
  • You will have experience within a similar role as a planner or scheduler
  • You will need to be able to demonstrate knowledge and experience of scheduling and planning applications
  • You will be able to demonstrate previous experience within a production planning or work force scheduling role.
  • Good PC skills, knowledge of Windows, Microsoft Word, Excel and Planning tools

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.
Jun 4, 2018
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