Job Reference: DJJM1185

Job Title: Collections Team Manager – Customer Service Team Manager – Contact Centre Team Manager: Call Centre Team Manager

Location: London – South East

Salary: £30k – £35k

Employment Type: Permanent

An opportunity for an experienced Collections Team Manager – Customer Service Team Manager – Contact Centre Team Manager – Call Centre Team Manager to take responsibility for the collections operation for a multi-channel, digitally aligned and rapidly growing organisation.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Team Leader/Team Manager within Collections, you will work with the senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Collections Advisors to enhance their skills and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties and responsibilities for the Team Leader/Team Manager will include:

Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, coach and develop staff in the Contact Centre
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Drive continuous improvement ethos within the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Collections Team Manager, working with a team of collection advisors to develop an improved collection department and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

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.

Nov 16, 2018

Business Development Manager – UK – Field Based - Lichfield

Douglas JacksonLichfield

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Ref:                             DJKG1256

Job Title:                    Business Development Manager – UK – Field Based

Location:                    London (weekly commute)

Salary/OTE:                £40k to 45K with OTE up to £60k plus generous benefits

Employment Type:    Permanent

This is a fantastic opportunity for an experienced field-based Business Development Manager to work alongside other members of the sales team and internal and external stakeholders.

As a Business Development Manager, you will play a key part within the organisation and be responsible for identifying new business and keeping up to date with industry trends and market developments.

This organisation is a well-established company with a history of working with some great brands.

This role report into the General Manager of UK.

As the Business Development Manager, some of your responsibility will be to:

Deliver sales that drive core strategy and top line revenue objectives
Ensuring the organisation is at the forefront of the B2C services across a variety of UK Markets
Promoting innovative client’s solutions through strong relationships
Maintain tracking and reporting of Business Development against KPI’s
Provide reports and research in specific companies and market sectors

If you are interested in applying for this position, they are looking for a “hunter”. Experience in the BPO space is an advantage and having a proven track record in converting sales. Understanding of legal terminology, contract negotiation and pricing is important for this role along with strong influencing and negotiation skills;

The role is Monday to Friday covering the UK, however travel into the London office will be expected approximately once and week once established.

To apply for this position please forward a copy of your CV to us. 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.

Nov 15, 2018

Client Onboarding Specialist - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1184

Job Title: Client Onboarding Specialist

Location: London – Greater London – South East

Salary: £25,000 – 30,000 plus bens

Job Type: Permanent

An opportunity for an experienced Client Onboarding Specialist to take responsibility for onboarding new clients to a business to business function within a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Client Onboarding specialist will be able to bring responsible for Onboarding new clients, performing risk assessments and act as a KYC and SIRA expert, performing due diligence and overseeing the identification of high risk applicants, aiming to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Client Onboarding Specialist, you will work within the B2B part of the business working closely with heads of department and other senior customer management team to identify and develop best practice.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements will be part of your responsibilities.

Some of the duties will include:

Risk assessment of new applications, taking and uncovering information and documentation
Conducting Due diligence using methods and practise such as CIFAS and SIRA.
Positively influence and contribute to the team culture along with sharing best practice
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Drive continuous improvement ethos within the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Client Onboarding Specialist to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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.

Nov 15, 2018

Operational Support Director - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1226

Job Title: Operational Support Director

Location North West

Salary: £100,000

Employment Type: Permanent

Working for a fast growing organisation the Operational Support Director will play a pivotal role in shaping and delivering the overall operations plan whilst harnessing technology as an enabler to deliver people, customer and commercial benefits.

The role holder will be responsible for ensuring front line operations are supported to deliver day to day operations successfully.

Some of the Responsibilities include:

The leadership and creation of an effective Operations Support function
Develop leaders and managers who are committed to growing others within the company
Support the delivery of operations strategy so that strategic measures of success are delivered
Ensuring the evolution of operations is well managed in the context of wider group change and strategy
The development and implementation of accurate and effective end to end forecasts to support all relevant areas of the operation including provisioning and customer relations
The effective delivery of the budget in relation to the costs within Operations Support and the volume recruitment under forecasting and planning across operations
The contact strategy for operations including management of the call numbers, email addresses, the IVR, routing and transfer strategy

If you are interested to apply:

Brings a commercially minded approach. Should either have had P&L responsibility or be able to demonstrate strong commercial acumen
Background in change, contact centre technology, forecasting and planning
Proven in “business building” and able to demonstrate examples of having helped to shape/scale operations
Led call centre activities effectively particularly in relation to back office functions and specialist teams
Successful in planning and delivering significant, operations-wide change projects
Managed multiple complex and interlinked operational functions
Consistently overachieved against targets, in a fast paced growing organisation

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.

Nov 15, 2018

Sr. Data Analyst - Santa Monica

CallFireSanta Monica

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EZ Texting's Sr. Data Analyst position is a great opportunity for a professional analyst with a strong analytically driven background. The Sr. Data Analyst will be responsible for preparing data and strategically analyzing the EZ Texting business and sales data. This position requires complex analysis skills and will be primarily responsible for reporting on sales performance. The individual will need to strategically understand and report from an abundance of data from multiple systems.

Reporting Relationship: The Sr. Data Analyst reports to the Chief Data Scientist and the Chief Revenue Officer

5+ years experience in an analyst or data science role at a technology based company.
Strong business analysis skills � Work mentality should be driven from a strong understanding of the business first.
Strong communication skills - Be able to take complex concepts and boil down into simple easy to understand analysis that includes recommendations.
Strong SQL knowledge � Must have ability to query and create data marts, create procedures and write high performance joins.
Expert Excel skills � Experience with data modeling and excel graphing skills
Project management skills - be able to manage and prioritize effectively between weekly and monthly analysis reporting and quick ad-hoc analysis
Problem solving skills - Critical thinking is required in almost every project. Being able to see a clear path to analysis is key to success
Creative thinking - Be able to think about potential relationships between data and the business operations. Be able to connect the dots for stakeholders.
PowerPoint Presentation experience
Strong drive and self-motivated work ethic
Strong integrity and ability to stay unbiased in analysis
Understanding of sales processes and experience with sales metrics is a big plus.
Experience analyzing online web traffic (google analytics or similar) is a plus
Experience with Domo a plus

Job duties:

Take the lead position on creating and analyzing data reports, on sales team activity.
Responsible for daily reporting of sales and marketing KPIs.
Analyze reports and trends and provide recommendations on a weekly monthly and quarterly basis
Create new views of data to consistently improve company understanding of trends and revenue.
Provide support for additional Ad-hoc analysis as needed for company initiatives.
Lead or participate in projects designated by the Chief Data scientist, CRO, or Director of BI.
Projects will include collaboration with multiple departments.

Benefits:

Fully paid medical (medical, dental, vision) benefits, 50% for families
401 (k) plan
Unlimited sick leave
Stock options
Paid vacation
Dog friendly office
General awesomeness

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=803413&&&nohd#job

Nov 15, 2018

Digital Engagement Manager/Consumer Engagement Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJMA1779

Job Title: Digital Engagement Manager/Consumer Engagement Manager

Location: Central London, South East

Salary: £60 - 65,000 base salary dependent on candidate plus bens

Contract Type: Permanent

Working for a leading retail brand, this senior consumer engagement manager will take responsibility for defining and implementing digital and social engagement which will drive acquisition, conversion, engagement and conversion through an integrated full channel approach.

The role will lead a small team which consists of three areas; media advertising and social media, CRM and loyalty programs, content strategy and development.

Developing and optimising existing channels whilst identifying new opportunities to further recruit, engage and convert new and existing consumers. The Digital Engagement Manager will provide the target audience with relevant user experiences across media channels to drive sales and brand advocacy.

Reporting to the Marketing Director the Consumer Engagement Manager will be fully accountable and responsible for advertising, social media and CRM budget management. Improving marketing efficiency, effectiveness and driving change across the brand.

The role will require a Consumer Engagement Manager with good digital, social and CRM engagement strategy experience. An individual who is customer centric and data driven. You will be responsible for providing their target audience with consistent and relevant user experiences across the Brand media channels. Building on learnings identified through insight into consumer needs and behaviour.

If you are interested in applying for this position, the successful applicant will have proven experience leading a team, driving consumer and customer engagement in a retail, or, branded environment. Experienced across digital, social media and content strategy, you will need excellent attention to detail, have strong negotiation and communication skills and be used to working in a fast-paced 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.

Nov 14, 2018

Senior Project Manager – Project Manager - Customer Project Manager (12 Month Fixed Term) - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1183

Job Title: Senior Project Manager – Project Manager - Customer Project Manager (12 Month Fixed Term)

Location: Birmingham – Midlands

Salary: £50,000 plus bens

Job Type: Contract

An opportunity for an experienced Project Manager to take responsibility for a multi-channel, digitally aligned Customer, change and transformation project managing a number of different strands within a wider change and transformation project.

The Senior Project Manager will be able to bring passion, rigor and the ability to develop a scaling change and transformation project. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this brand apart from the competition.

As the Senior Project Manager within the customer service department, you will work with the heads of department and other project specialists to identify and develop, a large-scale change and transformation project, driving the project whilst making sure that the project is running efficiently, on time and within budget.

You will take full ownership and responsibility for the overall running of the change and transformation project, coaching and developing skills within the existing team to deliver a positive, engaging and efficient programme. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

The ability to prioritise and set daily tasks, meet deadlines and manage a project against budget is essential, you will be heavily involved with stakeholders so stakeholder management and the ability to communicate with all streams within the business is a must.

Responsibilities:

Manage cross-functional change and transformation project
Hands on management with active participation to help accelerate projects
Establish and define project plans
Identify all technical and project issues then develop procedures to track performance against objectives to make corrections where necessary.

Required attributes:

Excellent relationship building skills and credible in front of stakeholders at all levels
Effectively and clearly communicate at all levels in any given scenario
Understanding of contact centre technologies and processes
Experience of analysing large scale data
Prince2 qualified

If you are interested in applying for this position, you will need a proven track record as a Project Manager, having experience of managing to deadline and budget to develop an improved customer service offering. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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.

Nov 13, 2018

Call Centre Manager - Lichfield

Douglas JacksonLichfield

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Ref:                 DJRL1038a

Role:               Call Centre Manager

Location:        West London, Greater London, South East

Type:               Permanent

Salary:            Circa £50,000 + Benefits

A rapidly growing fast paced company are looking to recruit a Call Centre Manager for their office in West London. This is an exciting new opportunity to join a fantastic new team.

You will be responsible for developing objectives for the call centre’s day to day activities, coaching, developing and motivating the team, conducting effective resource planning to maximise the productivity of their people and also technology as required. As the Call Centre Manager, you will responsible for collecting and analysing the call centre statistics to drive the required behaviours across the team. You will need to drive the quality of service delivery through your team and the team is high volume and seasonal so you will be accountable for the quality and accuracy of the service provided.

You will report directly into the Marketing Manager and will have responsibility for a small team of 5-6FTE who will be making outbound sales calls. You will be responsible for driving performance and people to ensure delivery of KPIs. They are looking for a Call Centre Manager who can manage, support and develop the agents through performance reviews, coaching and engagement. You will need to evaluate and enhance processes to ensure a culture of continuous improvement. You will be asked to utilise company led incentive programmes to maintain high motivation and target achievement within the team.

This is a brand new team and the new Call Centre Manager will need to have full commitment in setting this team up from scratch.

The successful candidate will:

Have at least 3 years’ experience of a senior leadership role, preferably gained in the customer service / contact centre environment.
Experience of setting up a Customer Service or Sales team would be advantageous.
Have a deep knowledge in customer experience processes, tools and systems will be essential, with the ability to analyse metrics and provide insight into current and future needs, adapting and improving the service in an agile and responsive way.
Have experience of driving performance in a target-orientated environment and challenging team members to deliver against objectives/targets.
Have experience of using positive reinforcement to ensure team members feel valued in their role.
Demonstrate and promote a ‘can do’ attitude to motivate and inspire others to achieve.

In return the company offer a competitive salary and benefits package. Holidays are up to 28 days which increase with length of service. There is a healthcare plan, pension and perkbox. You will be working a 40 hour week with some weekend work involved. The contact centre is open from 7am to 9pm.

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.

Nov 12, 2018

Remote Medicare Biller -

Convergent

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Description

Convergent Revenue Cycle Management Inc.

Medicare Biller (Remote)

Full Time Position

Reporting to Gainesville, VA Location

This is an ideal opportunity for a healthcare professional looking for remote work as the successful candidate can work anywhere in the country and report to our Gainesville, VA office.

Convergent employs a dedicated team of expert Healthcare Attorneys, Account Specialists and Clinicians who navigate the entanglements of the legal system to increase reimbursement rates for our client hospitals all over the country. Our main goal is to assist hospital systems to strengthen their financial and clinical performance. We are also a leading provider of denial management, Workers' Compensation claims resolution, and appeals solutions.

Duties

Transmit Medicare claims via DDE/FISS with goal of zero errors.
Resolve any Medicare discrepancies/rejections in a timely manner.
Submit appeals on denied claims based on client criteria.
Update any coding items in accord w/medical documentation, if required.
Familiar billing Medicare as primary and secondary payer.
Familiar with MVA & WC Claims in accord w/Medicare Guidelines.
Submit RAC on a case-by-case as directed by client contact.
Report trending of rebills or delays to gain efficiencies in Medicare Billing.
Serve as backup in billing commercial claims, needed.
Perform other related duties as required

Requirements

Medicare Experience
Working knowledge of Commercial Insurance experience a plus
Experience working in Hospital Setting
Experience working in MS Office, DDE, FISS, EPIC, ePremis
Excellent verbal and written communication skills; ability to speak clearly and convey complex or technical information in a manner that others can understand, as well as ability to understand and interpret complex information from others.
Team Player - works well as a member of a group

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.

Convergent is an Equal Opportunity Employer (EOE). Any employment offers are contingent upon successfully passing a Criminal Background Check and/or Drug Screen.

Source: http://jobs.jobvite.com/convergent/job/oN6P8fwA

Nov 7, 2018

Compliance / Health & Safety Assistant - Lichfield

Douglas JacksonLichfield

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Ref:                 DJRL1034

Role:                Compliance / Health & Safety Assistant

Type:               Permanent

Location:         London, Greater London, South East

Salary:            Up to £30k + Benefits

A leading and forward thinking national Housing company are looking to recruit a highly motivated and confident Compliance Assistant for their London office. They are looking for someone who has a background in property and experience of working within compliance or Health & Safety in the Housing or Property Sector.

This newly created role is responsible for supporting the Audit and Governance Manager with the day to day maintenance of all relevant policies, with ensuring that the Compliance Directorate is acting in line with the companies own code of practice around good records management and with ensuring that their risk register, audit log, and safeguarding action tracker is kept up to date.

This market leading property company are looking for a Compliance Assistant and within this role you will assist in the preparation and ongoing maintenance of the Compliance Directorate`s policies and procedures. You will also need to maintain an up to date register of review dates for the Compliance Directorate`s policies and procedures. You will also need to ensure that the Compliance Directorate`s risk register and associated action log is up to date and current.

The role will include you following up on actions associated with the Compliance Directorate`s risk register. You will need to maintain an up to date register of recommendations arising from audit activity and to ensure that these are being progressed as appropriate. You will also maintain an up to date register of recommendations arising from incident investigations and to ensure that these are being progressed as appropriate. To maintain a repository of membership and terms of reference for any governance related meetings within the Compliance Directorate.

The successful candidate will:

Demonstrable experience within the field of Risk, Governance or Policy Development.
Have experience of working in a Compliance role within the Housing or Property market.
Have a willingness to develop expertise in fields which one has no previous experience of.
Demonstrable experience of servicing meetings.
Have strong communication, presentation and report writing skills and experience.
Have knowledge of relevant legislation and governance for the sector.
Be IT computer literate.
Be educated to degree standard or equivalent experience.

In return, our client will provide you with an excellent and unique Benefits package that can be adapted to suit each individual. They offer employees the opportunity to choose from a wide variety of benefits which includes Health and Well-being Programme, Employee Assistance and discounts with multiple retailers and many more. They also offer an impressive Pension Scheme and 28 days holiday, with the ability to buy and sell up to 5 days.

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.

Nov 7, 2018

Property Health & Safety / Compliance Auditor - Lichfield

Douglas JacksonLichfield

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Ref:                 DJRL1036

Role:                Property Health & Safety / Compliance Auditor

Type:               Permanent

Location:         South London, Greater London, South East

Salary:            Up to £42,500 + Benefits

A leading and forward thinking national property company are looking to recruit a highly motivated and confident Property Health & Safety / Compliance Auditor for their South London office.

The company has created a new team of Property Health & Safety / Compliance Auditors who will support the vital work of ensuring that their customers` homes are safe. The role of Property Health & Safety / Compliance Auditor will primarily be one which involves ensuring robust compliance by quality assuring the work which is undertaken by their surveyors and their contractor partners.

The Property Health & Safety / Compliance Auditor will report to the Audit and Governance Manager, who is responsible for guiding their program of works. You will also be responsible for fostering positive working relationships with colleagues from all teams.

You will work collaboratively with colleagues to support the provision of a high quality program of servicing and planned preventative maintenance visits. You will need to be able to prepare reports which accurately reflect whether works have been carried out in accordance with legislative requirements and ensure that the organisation is being provided with a safe service that represents value for money and high levels of customer satisfaction in all servicing and planned preventative maintenance programs.

The Property Health & Safety / Compliance Auditor will make use of sound professional judgment in escalating any issues that are deemed as immediately dangerous. You will aid in the provision and preparation of high level reports which capture trends and to track information to ensure performance and progress is accurately recorded and followed up on. You will ensure Health and Safety regulations are being adhered to in all circumstances on site and constructively and tactfully challenge inefficiency and poor performance of works.

The successful candidate will:

Have the expertise and a qualification in at least one technical field (gas, electric, water hygiene) and a willingness to gain a good working knowledge of quality and relevant legislation as it relates to the other technical fields.
Be able to demonstrate awareness of what constitutes sound practice from a technical audit perspective.
Have excellent communication and interpersonal skills with proven experience of communicating with stakeholders at all levels.
Be a self-starter and initiator for problem solving within your service area.
Have the ability to explain complex information to a variety of audiences using verbal and written methods of communication with the ability to problem solve independently.
Have excellent computer (IT) skills including Excel, Outlook and Microsoft Word.
Have strong analytical/auditing skills with attention to detail, along with proven experience of manipulating large volumes of data, interpreting and producing reports for audit and monitoring purposes.
A full, clean driving license.

Nov 7, 2018

Property Health & Safety Manager - Lichfield

Douglas JacksonLichfield

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Ref:                 DJRL1033

Role:                Property Health & Safety Manager

Type:               Permanent

Location:         Nottingham, East Midlands, Midlands

Salary:            Up to £45k + Benefits

A leading and forward thinking national company are looking to recruit a highly motivated and confident Property Health & Safety Manager for their Nottingham office.

This market leading property company are looking for an experienced Property Health & Safety Manager and within this role you will manage a team to deliver maintenance programmes and compliance regimes which ensure the company meets and maintains its legislative obligations in relation to Gas, Asbestos, Water, and Mechanical and Electrical safety.

You will need to be able to deliver an effective and comprehensive planned assessment and maintenance programmes which mitigates emerging risks across the companies wider portfolio.

As Property Health & Safety Manager, you will oversee a team of M&E surveyors and compliance experts and will hold responsibility to ensure planned servicing, assessment and maintenance regimes meet legislative requirements and are delivered on time.

You will manage the performance of the technical surveyors and compliance experts so that it functions as a cohesive, high performing team which achieves legislative targets and standards while continuously improving the service for their customers

The successful candidate will be:

An experienced Property Health & Safety Manager with relevant Engineering Qualifications
A confident and competent manager able to inspire and manage specialist direct reports, influence key stakeholders and use excellent communication skills and technical knowledge.
Excellent in demonstrating organisational and project management skills and also have the ability to review operational risks, plans and task and manage a team to meeting changing or conflicting priorities
Able to have the ability to drive continuous improvement, proven track record of building strong relationships at all levels and skilled at communicating appropriate expectations in relation to compliance and technical risk management.
Conversant in legislation and regulation relating to Fire Safety, Gas Safety, Water and Legionella Safety, Electrical Safety, Asbestos, Passenger Lift and other M&E equipment.

Nov 7, 2018

Internal Lockbox Scanner/Payment Processor - 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.

Internal Lockbox Scanner/Payment Processor

Summary

The Internal Lockbox Scanner/Payment Processor’s primary function is to ensure accurate daily posting and deposit of all physical payments received by Convergent and/or ACT per specified client rules utilizing an automated check scanning system. This role is also responsible for running various processes, generating exception reports that must be reviewed and completed and daily reconciliation of payment batches and deposits to multiple trust accounts.

Description

Work Schedule: Must be able to work flexible hours with the pressure of prearranged deadlines and strictly monitored deadlines.

The ideal candidate for this position will have the skills and experience necessary to:

Process all payments received from customers in the mail both manually and via automated scanning system
Manually maintain accurate logs on specific information required by the department
Meet predetermined accuracy standards for the department
May be responsible for tracking and monitoring reports
Follow established procedures
Perform manual functions related to the check scanning process
Notify leadership of problems or issues which could cause delay in items being processed
Process all exceptions as instructed
Performs other duties as assigned, specific activities may change based on business needs
Work in a secure lockbox type environment with secure restricted access.

Qualifications

Requires High School diploma or equivalent
Acute attention to detail
Exceptional organization skills a must
Advanced knowledge of 10 key, data entry and balancing principles
Handwriting must be legible, especially figures
Requires 2+ years data entry, balancing, item processing or other related experience
Must have ability to work independently and be self-motivated
Requires knowledge of various types of computer software, including spreadsheets and word processing programs
Latitude experience preferred
Requires a high level of accuracy and the ability to perform well under pressure and meet critical deadlines
Strong communication skills

Availability:

Standard work days for the Payment Processing Department are Monday through Friday. The Payment Processing Department is also responsible for monthly closes which requires additional weekend and evening work hours.
Payment Processors are restricted from taking time off the last five days of the month due to the various client close schedules and volume of work.
On the last day of the month, all processors are required to remain at work until all month end duties have been completed.

Source: http://jobs.jobvite.com/convergent/job/oB6P8fwo

Nov 7, 2018

Property Manager - Lichfield

Douglas JacksonLichfield

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Ref:                 DJRL1035

Role:                Property Manager

Type:               Temporary – 6 months FTC

Location:         North London, Greater London, South East

Salary:            Up to £48k + Benefits

A leading and forward thinking national property company are looking to recruit a highly motivated and confident Property Manager for their North London office.

This role supports the development of a risk and governance framework across the Housing with Care and Support portfolio such that the property proposition supports strategic growth. It also contributes to the increase in capability of frontline operational colleagues in relation to risk assessment and action planning.

As Property Manager, you will be responsible for analysing all properties within the regional portfolio and the risks facing the organisation as a result of building type and customer group. You will contribute to the development of property and customer led risk and governance framework by feeding back the analysis of all properties within regional portfolio. The Property Manager will Inform the annual budgeting process for each property by suggesting tangible property and operational solutions in order to mitigate risk based on building and customer type. You will work alongside Property Risk and Governance Manager to contribute to the development of learning framework to build capability of front line colleagues in relation to risk assessment and property management.

The successful candidate will:

Have at least 3 years experience gained ideally within the Health and Social care sector.
Ideally have the relevant professional qualification (BiFM, RiCS).
Be able to demonstrate experience and knowledge of the property related regulatory environment applicable to Housing with Care and Support as an employer, landlord and care and support provider (HSE, HHSRS, FRO, CQC etc).
Have experience in the reviewing of Risk Assessments and implementing action plans within the Health and Social Care sector and have the ability to understand the complex customer group, the way in which the customers interact with the `lived environment` and what that means in terms of risk for the organisation.

Nov 6, 2018

Data/ Strategic Analyst -

Convergent

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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.

Open to work out of the following office locations:

Renton, WA
Phoenix, AZ
Houston, TX

Job Duties:
Responsible for creating, supporting and analyzing multiple metrics to determine baseline and test levels to evaluate the performance of strategies, employees, vendors and products. Develop recommendations and new strategies based upon the analytic results. Work with a team to support a Data Warehouse and its reporting system by validating report output, creating additional metrics and communicating complex information to Operational personnel in an understandable and compelling manner.

Qualifications:

Proficient in SQL and at least one additional formal programming language
Python knowledge a plus
Proficient in MS Word, Excel, Visio and PowerPoint
Knowledge of statistics and strong familiarity of accounting terms and their meanings
Experience in data mining techniques with Dataiku knowledge a plus
Knowledge of Tableau a plus
Bachelor’s Degree in Computer Science, Mathematics, Statistics or similar subject matter
Advanced degree a plus
Minimum of (5) five years of collection industry experience with a minimum of (3) three of those years in a strategic or analytic role desired. Technical expertise can be substituted for collection industry experience

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.

Convergent Outsourcing, Inc., is an Equal Opportunity Employer (EOE)
Any employment offers are contingent upon successfully passing a Criminal Background Check and/or Drug Screen.

Source: http://jobs.jobvite.com/convergent/job/oSmM8fwS

Nov 2, 2018

Customer Experience Manager (Customer Joining Manager) - Lichfield

Douglas JacksonLichfield

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Job Ref: DJMA1777

Job Title: Customer Experience Manager (Customer Joining Manager)

Location: South East – Bedfordshire/Buckinghamshire/Northampton shire/Northern Home Counties

Salary: £45-55,000 base salary dependent on candidate plus bens

Contract Type: Permanent

This is a newly created position to join a fast growing, regulated business, as they look to continually develop their customer journey and customer experience, to improve the ease of doing business for their customers, to further improve service, loyalty and advocacy.

They are looking for an individual who asks the why, understands the problem is a great communicator and collaborator.

Reporting to the Head of Customer Experience, the Customer Experience Manager (Customer Joining Manager) will own the end to end customer journey and user experience from design, data, customer on boarding and process improvement.

The Customer Experience Manager (Customer Joining Manager) will lead a team across a number of distinct areas, with varying skillsets, whilst working with the wider business to define and develop the case for change and help drive, develop and embed transformation and process improvements, which helps achieve the business goals and aims to deliver a better, easier customer experience for their employees and customers.

If you are interested in applying for this role you will need a background in customer experience management, continuous improvement and change management. Excellent communication, people and stakeholder management skills. Any onboarding and online experience would be a distinct advantage.

Excellent communication skills, a data driven approach and a can-do attitude.

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.

Nov 2, 2018

Customer Relations Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJMA1774

Job Title: Customer Relations Manager

Location: South East – Bedfordshire/Buckinghamshire/Northampton shire/Northern Home Counties

Salary: £45-55,000 base salary dependent on candidate and bens

Contract Type: Permanent

This is an opportunity for a Customer Relations Manager to lead and develop a number of teams across quality, complaints and customer relations team. The Customer Relations Manager will also take responsibility to develop customer experience, product and service initiatives, to enhance the customer proposition, service delivery and future acquisition, retentions and loyalty.

Working within a regulated environment, this is also a technical, fast paced and changing market environment. In addition to managing your team, you will work with product and technical peers and stakeholders to provide data and voice of the customer insight so that future strategy and product roadmaps can be improved and developed with the customer in mind.

The successful candidate will develop an engaged, motivated team through a period of change. With a strategic, commercial, customer centric approach, the Customer Relations Manager will be an excellent communicator and people manager, able to develop a case for change, using data and customer insight, presenting ideas and recommendations to technical and non-technical stakeholders, whilst ensuring a much-improved customer experience.

This is a great opportunity who is looking for a broader operational management role in a growing and changing, innovative company.

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.

Nov 2, 2018

Creative Director - Santa Monica

CallFireSanta Monica

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About us:

A Santa Monica-based tech startup, CallFire's voice and text marketing platform is revolutionizing how businesses communicate. We are passionate dreamers who believe that technology can make a meaningful difference to an organization's success. Located in the heart of Santa Monica, we've created a unique workspace that the Los Angeles Business Journal has named one of the Top 100 places to work in LA - for the last three years running. Come find out why!

Our office environment is highly collaborative, innovative, passionate and fun. You will grow here -- we value continuing education and professional growth. We often have a dog running around the office, so we hope you like animals. Also, we really like food - so we buy lunch for the office regularly, and have coffee, snacks and drinks all over the place.

Summary:

The Creative Director serves as the principle creative lead and manages a team consisting of Graphic Designers and Web Developers to amplify the company�s global brand and vision.

The ideal candidate will showcase a proven design aesthetic, strong management skills, and thought leadership to maintain EZ Texting�s presence as the leader in text marketing software.

Responsibilities:

Own the brand design and the look & feel of all assets created within the Marketing organization
Communication of brand guidelines and adherence to standards across print, web and all company applications
Ownership of company website, blog, emails and microsites including maintenance, optimization, and lead gen best practices
Maintain global brand style and guidelines
Be a strategic partner to the rest of the Marketing organization and the company to deliver high quality, brand-driven marketing assets
Lead and mentor a creative team comprised of designers and web developers

Qualifications:

5-7 years experience in a design role working in a recognized creative agency or a company�s marketing communications team.
Bachelor�s Degree or higher in Fine Arts, Graphic Design, or Digital Media Design.
Leadership skills; ability to coach and mentor individuals to generate successful creative projects.
A collaborative approach that fits with the company culture.
Demonstrated ability to lead discussions and overcome challenging situations with troubleshooting and project management skills and excellent communication skills.
Demonstrated ability to design for web and print.
Thorough knowledge of Adobe CC (Photoshop, Illustrator, InDesign), Microsoft Office, and Google Applications understanding both Mac/PC environment capabilities.
Must have strong understanding of best practices for mobile device with knowledge of current web trends.
Experience working with multiple departments� unique needs and balancing priorities without guidance.
Desire to work in an open, team-oriented environment with opportunity to create strategic campaigns with the Marketing team.
Eye for detail and passion for design, as well as interest in new and innovative technology within design.
Knowledge of HTML, CSS, Wordpress, Drupal, Email Automation tools and After Affects is a plus.

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=901366&&&nohd#job

Nov 2, 2018

Business Development Director - Lichfield

Douglas JacksonLichfield

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Job Ref: DJMA1776

Job Title: Business Development Director

Location: UK

Salary: £100-120,000 base salary dependent uncapped commission

Contract Type: Permanent

This is an opportunity to join a well-established outsourced service provider who has undergone significant transformation and has ambitious growth plans for the future; people, solutions and technology drive their ability to deliver exceptional customer solutions across a multichannel customer contact and digital contact environment.

As part of their growth strategy they have an opportunity for another proven new business developer to join as a Business Development Director to continue to develop their client acquisition strategy.

As the Business Development Director you will be responsible for delivering the go to market strategy to develop and deliver business for the outsourced provision of a range of multichannel customer and digital contact centre services to specific verticals and will be responsible for the end to end development of leads, pipeline to opportunity close.

Some of the duties and responsibilities will be:

Achieve Sales targets through the securing of new contracts and clients
Liaison and collaboration with the senior operational leadership team, bids, solutions, operations and technical services team.
Engagement with marketing to drive lead generation
Engagement with client services to explore opportunities across existing client base
Management of Pipeline, Sales plans and Sales documentation as appropriate
Proactively upsell and cross-sell other services as appropriate
Develop strategic relationships between the business and new customers.

If you are interested in applying for this position, you must be able to demonstrate your ability and experience in successfully achieving new business sales targets and must show adaptability and a willingness to go the extra mile in differentiating yourself and proposition from the competition. You will need proven experience of selling Outsourced services across Contact Centres, Customer Service, outsourcing, BPO or consultancy services.

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.

Nov 1, 2018

Solutions Architect - Lichfield

Douglas JacksonLichfield

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Job Ref: DJMA1775

Job Title: Solutions Architect

Location: UK

Salary: £80-100k base, bonus dep on candidate and experience

Contract Type: Permanent

My client is looking for a Solutions Architect (Contact Centre, Customer Experience and Digital Solutions) to put together pre sales business cases for the effective delivery of digital/ multichannel customer contact.

Working at a strategic level, internally and with global organisations, you will be comfortable in a Consultative and customer facing role.

Some responsibilities are to include:

Integration of effective customer experience solutions across the multi-channel with a bias
To be a customer experience expert and strategies best in class customer contact solutions
Advise on best practise for delivering customer service excellence via the multi-channel
Work within a pre-sales team in order to identify and build effective digital and multi-channel customer contact strategies in favour of providing a best in class customer experience
Build the strategy for multi-channel customer contact solutions
Understand when and how telephony, webchat, social media communication, e-mail and SMS customer communication works best and the impact that this has on the customer
Communicate best in class customer contact solutions externally via client meetings and business conferences
Provide a best in class and consultative service, with the ability to build market leading customer contact business models
Work cross functionally within complex organisations being able to influence at all levels

Attributes:

You will need a proven track record of high impact success in a consultative and complex sales environment
Ability to interpret data and map customer experience journeys across voice, digital and multi channels
Experience of building large scale customer contact solutions
An exceptional level of interpersonal skills in order to influence internal and external stakeholders to drive business outcomes
Be a very credible client services manager, understanding and being sympathetic to the client’s needs, with the end users customer experience at the heart of your activity
Customer centric
Entrepreneurial and creative nature
High sense of urgency and self starting attitude
Analytical nature
Excellent problem solving skills

Nov 1, 2018

Customer Service Manager – Contact Centre Manager – Call Centre Manager (Evenings) - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1181

Job Title: Customer Service Manager – Contact Centre Manager – Call Centre Manager (Evenings)

Location: London – Greater London – South East

Salary: £40-50,000 plus bens

Job Type: Permanent

An opportunity for an experienced Customer Service Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Customer Service Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Customer Service Manager within the contact centre, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Team Leaders to deliver a positive, engaging environment, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:

Forecasting, daily planning and delivering great people leadership.

Delivering strong people leadership skills in an operational environment

Positively influence and contribute to the team culture

Motivate, coach and develop staff in the Contact Centre

Provide exceptional customer service via phone, email, live chat and social media

Respond to customer complaints and escalate issues as necessary

Drive continuous improvement ethos within the contact centre and the business

Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Customer Service Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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.

Oct 30, 2018

Customer Service Manager – Quality Assurance - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1182

Job Title: Customer Service Manager – Quality Assurance

Location: London – Greater London – South East

Salary: £40-50,000 plus bens

Job Type: Permanent

An opportunity for an experienced Customer Service Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation along with training for new recruits and managing the compliance and quality within the contact centre.

The Customer Service Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Customer Service Manager within the contact centre, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for training, nurturing, coaching and developing new starters and deliver a positive, engaging training programme, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:

Reviewing and managing quality and compliance levels throughout the contact centre

Forecasting, daily planning and delivering great people leadership.

Delivering strong people leadership skills in an operational environment

Positively influence and contribute to the team culture

Motivate, coach and develop staff in the Contact Centre

Provide exceptional customer service via phone, email, live chat and social media

Respond to customer complaints and escalate issues as necessary

Drive continuous improvement ethos within the contact centre and the business

Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Customer Service Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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.

Oct 30, 2018

People Operations Manager – HR Manager - Employee Engagement Manager – Employee Experience Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1175a

Job Title: People Operations Manager – HR Manager - Employee Engagement Manager – Employee Experience Manager

Location: London – Greater London – South East

Salary: £40-50,000 plus bens

Job Type: Permanent

An opportunity for a People Operations Manager – HR Manager - Employee Engagement Manager – Employee Experience Manager to take responsibility for culture and engagement for a multi-channel, digitally aligned and rapidly growing customer contact operation, working with senior stakeholders to promote and implement cultural messages to employees and help with HR issues.

The People Operations Manager – HR Manager - Employee Engagement Manager – Employee Experience Manager will be able to bring passion and rigor of the company ethos and promote this throughout the contact centre, as well as promoting topical information that is happening within the organisation and listening to employee feedback, fielding questions and delivering parts of internal communications. The role holder will aim to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the People Operations Manager – HR Manager - Employee Engagement Manager – Employee Experience Manager, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements and dealing with employee enquiries and concerns will be part of your responsibilities.

Some of the duties will include:

Reviewing and managing employee engagement within the contact centre

Delivering strong people leadership skills in an operational environment

Positively influence and contribute to the team culture

Motivate, train, coach and develop staff in the Contact Centre

Work Closely with Senior customer service staff to deliver a positive and progressive employee experience

Drive communications between the organisation and all staff, promoting and delivering engaging communications to all staff

Support senior stakeholders to field questions, queries and concerns expressed by staff on certain culture or development issues

If you are interested in applying for this position, you will need a proven track record within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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.

Oct 30, 2018

Human Resources Assistant - Montgomery

ConvergentMontgomery

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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.

Overall Purpose:

The Human Resources Assistant (HRA) will be responsible for providing administrative support for the department, assisting with the employee relations, hiring, orientations and training and entering of a high volume of employment records into our HR database.

Duties & Responsibilities:

HRIS Systems:

Manage Employee Files via HRIS or Paper file
Add New Hires to HRIS System
Maintain/update HRIS as needed
Receives, scans, and saves employee documents to appropriate file
Inputs review dates in HRIS
Update information: change of address, dept. changes, terminations, promotions, etc.
Reset passwords as needed
Give access/terminate access to systems if needed
Keep track of all Requests in HRIS and Payroll system

HR Functions:

Represents the Company in a professional manner by following the Company’s standard policies and procedures
Greets and assists employees with HR-related questions
Answers calls for the HR Department
Processes paperwork of terminated employees and prepares separation paperwork
Is knowledgeable about our employee handbook
Maintains all forms for the HR department and satellite offices as assigned
Prepare employee badges and process replacement requests
Assists in planning, coordinating and executing employee appreciation and fundraising events
Process onboarding documentation for all new hires; generation of employee ID numbers, work assignments, entitlement policies, job titles, etc.
Assist with new hire orientations and all related paperwork including maintaining supply of handbooks and new hire packets; update originals as necessary; setup materials in training room
Obtains identification and completes I-9s through E-Verify
Responds to the state’s requests for unemployment information
Assist in responding to employment verifications
Mails, faxes and shreds confidential documents/records/reports
Follows Information Security Policy to ensure all information remains strictly confidential
Assist with terminations
Assist with Corrective Action Plan Discussion
Support social and employment engagement initiatives

Qualification /Requirements:

High school diploma or equivalent
Some college required and/or 3-5 years’ experience in Human Resources
1 year experience in an office environment, HR department experience a plus
Able to maintain confidentiality
Experience with HRIS Systems
Strong written and oral communication skills
Strong interpersonal and analytical skills
Experience with Outlook, Microsoft Word, PowerPoint and Excel
Capable of interfacing professionally with employees to answer questions and provide information
Exceptional organizational skills including the ability to multi-task
Strong attention to detail

Physical Demands:

Regularly required to stand or sit, and move about the facility.
Required to use desktop computer including mouse to open, close programs and keyboard with accuracy.
Occasionally move items weighing up to 50 pounds
Occasional moving about inside the office to access file cabinets, office equipment, etc.

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.

Convergent is an Equal Opportunity Employer (EOE). Any employment offers are contingent upon successfully passing a Criminal Background Check and/or Drug Screen.

PM18

Source: http://jobs.jobvite.com/convergent/job/oYRK8fwr

Oct 30, 2018

Marketing Communications Manager - Lichfield

Douglas JacksonLichfield

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Ref:                 DJRL1025a

Role:                Marketing Communications Manager

Type:               Permanent

Location:         Taunton, Somerset, South West

Salary:            £30,000 + Excellent Benefits

A market leading company are a leading provider in the South West. They are currently looking to recruit a Marketing Communications Manager to manage relationships with internal clients to identify and deliver creative communications campaigns supporting business.

As Marketing Communications Manager you will build relationships with internal clients to gain a thorough understanding of their business, business objectives and communications requirements. You will manage and implement PR and marketing campaigns from extracting initial brief through to drafting content, media planning, managing media relations and campaign evaluation. As Marketing Communications Manager you will use a digital first approach and provide end to end project management for campaigns ensuring projects meet both deadlines and budgets.

The successful candidate will:

Be able to engage and build relationships with national, trade and regional journalists and relevant stakeholders and devise creative story angles to publicise and general interest in the company.
Be able to develop and maintain an in-depth knowledge of the company and the wider sector to ensure that communications activity is relevant, innovative, dynamic and competitive.
Have the ability to manage campaigns through work flow and deliver them to time, budget and quality.
Have a proven track record in creating and delivering integrated communication campaigns.
Have excellent communication skills with the ability to nurture key client and stakeholder relationships.
Be a team player who can work as part of a team developing good working relationships across the business.
Have experience or relevant CIPR or CIM qualifications.
Have specialist knowledge of direct marketing, digital channels, analytics and campaign planning.
Excellent communication skills and a strong consultative approach.

As Marketing Communications Manager, you will work with the Head of Communications to ensure that the communications team is a high performing and motivated team through leading, coaching and developing both individuals and the team as a whole to reach their full potential. You will have management responsibility for one individual.

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.

Oct 29, 2018

Contact Centre Sales Manager (Outbound) - Lichfield

Douglas JacksonLichfield

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Ref:                             DJKG1254

Job Title:                    Contact Centre Sales Manager (Outbound)

Location:                    Hertfordshire and the Greater London area

Salary/OTE:               £60k to £70k plus car allowance with generous bonus and benefits

Employment Type:   Permanent

This is a fantastic opportunity for an experienced Outbound Contact Centre Sales Manager to join an outstanding market leading organisation within a service environment.

This is an opportunity to join an established company as an Outbound Contact Centre Sales Manager in a pivotal role in the organisation that will work with key stakeholders servicing UK Consumers throughout the UK as they will be ambassadors to this brand.

This organisation is looking for an experienced Outbound Contact Centre Sales Manager who can lead, develop and motivate the team to maximise sales to the retail market.

This role reports into the Head of Customer Operations and this position is part of the senior management team.

As the Outbound Contact Centre Sales Manager some of your responsibility will be to:

Lead the team to achieve sales targets whilst delivering outstanding customer experience
Drive new and existing retail sales through new campaigns and promotions
To ensure the team deliver excellent retail experience which is measured through retailers’ feedback
To support and develop the advocacy of external partnerships including trade bodies
Ensure all polices and procedures are embedded and delivered

If you are interested in applying for this position, you will need to have a passion for delivering exceptional sales leadership and management within a contact centre environment and be commercially focused to deliver consistently against sales and operations goals. You will need experience in understanding and working with dialler technologies and set-ups is important for this role along with being able to interpret data to influence partners and to manage the sales team.

The role is a Monday to Friday role and may require occasional travel.

To apply for this position please forward a copy of your CV to us. 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.

Oct 26, 2018

Customer Insight Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1223

Job Title: Customer Insight Manager

Location: Nottingham, East Midlands

Salary: £35,000 Plus generous holiday allowance and pension, Flexible Working

Employment Type: Permanent

As the Customer Insight Manager, you will have responsibility for further developing a successful and established business insight team. The Insight department was set up four and a half years ago and has built a market leading reputation for their work on segmenting our audience.

Some of the Responsibilities include:

Maintain and build the insight department, through setting, implementing and monitoring of departmental objectives, service plans and budget.
Embed a culture of evidence-based action
Establish and maintain an organisational-wide performance monitoring ‘segmentation’ dashboard that enhances existing processes and based on strong information management and data integrity principles.
Direct line management responsibilities for insight specialists, website/data specialist
Proactively and continuously review the strategic and operational insight needs of departments. ranging from data collection, KPI setting advice and monitoring, data interpretation and training.
Collect relevant insights using a range of innovative and appropriate qualitative and quantitative research methods.
Assess current and future trends, issues, needs, behaviours and perspectives
Support the development of the membership database and website platform, leading on new improvements

If you are interested to apply:

Demonstrable experience in an insight or customer analytics role, including developing and executing an insight strategy, producing actionable insight impacting on business benefits and the development and use of segmentation and personas.
Experience and ability of applying insight knowledge to influence and improve marketing and communications activity.
Advanced user of analytical software (including MS excel, survey sites, SPSS or equivalent data analytics software).
Experience of managing staff and using performance management mechanisms.
Demonstrable experience of working with partners and managing external suppliers/consultants.

Demonstrable experience of designing, delivering and reporting on research projects that utilise both qualitative and quantitative research methods, for example, observation, interviewing, focus groups, interactive workshops, ethnographies, forums and surveys.
Proven ability to analyse and convert complex information into concise and meaningful conclusions (including marketing mixes and viable action plans) and experience of delivering research findings and/or providing training to colleagues in an engaging and meaningful way.

Oct 26, 2018

Customer Success Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJMA1772

Job Title: Customer Success Manager

Location: South East – Central London

Salary: £50,000- 60,000 base salary dependent on candidate plus bonus

Contract Type: Permanent

This is a newly created position to join a high growth, award winning, software and technology provider to large organisations across the Finance, Telco and Utilities markets.

The business is a developing, fast growth, entrepreneurial business and to continue with this growth they are looking to appoint a Customer Success Manager.

The Customer Success Manager will have responsibility for managing the company’s existing client relationships and their on-going delivery of software solutions.

The Customer Success Manager will be the key point of contact between the employer and their customers, working to help them maximise the value they derive from the products and solutions.

Understanding the customers emerging needs and helping them align their programs with best practices and key success factors.

You will be primarily responsible for all training deliverables across the range of products and solutions and will provide front line services to clients to educate on effective license management, facilitate all training, explain new features and ensure license usage.

You will take pride in ensuring customer success by being dedicated to your customers' deployment, adoption, and training to guarantee customer satisfaction.

If you are interested in applying for this position, you will need to have experience in technical training delivery with a focus on SaaS with a proven track record of delivering training to 100+ users together with experience of working in both the professional services execution sector in a sales, account management, training, consulting and or professional services environment. A team player with excellent communication skills.

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.

Oct 26, 2018

Head of Customer Engagement - Lichfield

Douglas JacksonLichfield

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Job Ref: DJMA1773

Job Title: Head of Customer Engagement

Location: South East – Central London

Salary: £75,000 base salary with 15% bonus and bens.

Contract Type: Permanent

Working for a globally recognised retail brand and business, this is a key and strategic role working with global and regional stakeholders to own, lead and improve customer engagement, consumer sales, loyalty and brand advocacy.

The Head of Consumer Engagement is responsible for defining and implementing the UK & Ireland consumer engagement strategy to drive recruitment, engagement and conversion through an integrated approach.

Developing and optimising existing channels whilst identifying new opportunities to further recruit, engage and convert new and existing consumers.

The role will be responsible for a small team across media advertising, social media, CRM and loyalty programs.

Reporting to the Marketing Director the Head of Consumer Engagement will be fully accountable and responsible for advertising, social media and CRM budget management. Improving marketing efficiency, effectiveness and to drive sales and brand advocacy.

The role will require a Head of Consumer Engagement who is customer centric and data driven. You will be responsible for providing their target audience with consistent and relevant user experiences across the Brand media channels. Building on learnings identified through insight into consumer needs and behaviour.

If you are interested in applying for this position, the successful applicant will have proven experience leading a team, driving consumer and customer engagement in a retail, or, branded environment. Experienced across digital, social media and content strategy, you will need excellent attention to detail, have strong negotiation and communication skills and be used to working in a fast-paced environment.

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.

Oct 26, 2018

Resource Planning Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1222

Job Title: Resource Planning Manager

Location: East Midlands, Northamptonshire, Cambridgeshire

Salary: £45,000

Employment Type: 12 Month FTC

This is a 12 month FTC for an experienced Resource Planning Manager to manage a team of Analysts to deliver end to end Resource Planning within a multi-channel Contact Centre operation.

Some of the Responsibilities include:

Leading the team to ensure resources are effectively deployed across all business areas through the delivery of the planning cycle for telephony, back office and retail activities within a multi-skilled & multi-site operation
Anticipating business needs and requirements through monitoring and analysis of trends and data, in order to provide mitigation options to the Operation
Driving continuous improvement in all processes and systems used within Scheduling & Forecasting.

If you are interested to apply:

Ability to translate & implement plans
Be able to work with all teams across the group to promote the benefits of effective planning and display the appropriate leadership qualities while doing so
Extensive knowledge of Workforce Management systems and working knowledge of telephony applications
Ability to analyse complex situations and data and take rapid remedial action
Extensive knowledge of Verint Workforce Management systems and working knowledge of Avaya telephony applications

Oct 25, 2018

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