Call Centre Helper Jobs

Head of Customer Service

2009-07-03 14:20:28

Location: South East
URL: http://www.callcentreassociates.co.uk

Description:

Company

Our client, a leader within there field with a reputation for operational excellence requires an experienced Head of Customer Services to grow this organisation.

This is a pivotal role with a company who are committed to delivering exceptional customer experience across all the customer touch points. You will be accountable for achieving the quality of service delivered by the teams and managing & developing Client Relationships

Responsibilities

· Driving through productivity and efficiency improvement whilst further improving current standards
· Responsible for all internal and external SLA’s
· Input into the customer strategy and responsible for both setting and achieving operational goals
· Develop a strong performance culture and establish a dynamic high performing operational management team.
· Initiate and promote the continuous improvement of procedures, process and standards to influence to gain cost-effectiveness and efficiency.

Knowledge and Experience

· Candidates must have come from an Insurance (preferable) or financial services call/contact centre organisation
· Management and Development of Client Relationships
· Applicants should have a successful and significant tract record of managing large contact centre operations.
· Demonstrates a passion for customer experience.
· Highly effective at motivating terms of Managers to meet operational requirements.
· Excellent line management skills are essential to consistently run a high level of operational performance.
· Demonstrates strong operational knowledge gained in a contact centre environment
· Excellent communication and presentation skills are required with the ability to make, recommend and influence key business decisions to drive performance and quality
· Demonstrate strong commercial awareness with understanding of costs and the balance of the cost to service in commercial terms for the business and be able to drive and manage people in an open, proactive and productive style
· Ability to manage change
· Strong influencing skills
· Able to demonstrate innovation through generation of new ideas

To apply, please forward an up to date CV to brucine@callcentreassociates.co.uk

Apply to this job

Sales Advisors / Business Development Executives

2009-07-02 15:30:24

Location: North West
URL: http://www.callcentreassociates.co.uk

Description:

THE ROLE

Your role a Business Development Executive is to make outbound calls in a B2B environment, selling a range of product/s or service/s to a variety of businesses. You will constantly seek to deliver and exceed targets. You will have a strong focus on meeting and exceeding client expectations and have a high drive for delivering an exceptional customer experience.

The ideal candidate would have experience of building their own pipeline of business from scratch

· As a Business Development Executive (BDE), you will source contact details of businesses, to make contact with their decision makers and then to sell them my client’s products & services
· Have an exceptional understanding of the client’s requirements, together with a detailed understanding of your businesses deliverable capabilities, in order to provide a deliverable solution that meets the client’s needs and objectives
· Ensure long term success your role will encompass the account management of any client you bring on board
· Take the lead in inspiring good practice (in terms of skill and behavior) and to seek new and better ways of working
· To communicate effectively at all levels ensuring excellent working relationships are developed and maintained in the Contact Centre
· Takes personal responsibility for own objectives: set priorities, schedules work, monitors progress and reschedules as necessary
· Participate and contribute to the wider management of Contact Centre initiatives such as; team meetings, communication initiatives and reward and recognition programmes

KNOWLEDGE AND EXPERIENCE

· You must have experience of ‘cold calling’ and selling on a B2B / businesses-to-business basis
· Highly motivated with a drive to sell, achieve and exceed target
· Possess strong business development skills
· Be able to build effective working relationships both Internal & Externally
· Able to demonstrate that you believe in the clients values, possess strong self belief, able to self manage and constantly drives for improvement
· Have good administration, planning and organisation skills
· Ability to advise and consult with other team members
· To be driven by a need for personal kudos and recognition alone, seeking the limelight, rather than by achievement of goals for the greater good

REMUNERATION PACKAGE

£18K Salary Per Annum
Strong Bonus – OTE of £23k in first 12 months
Excellent Benefits Package including 26 days annual leave & Contributory Pension

NEXT STEP

To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; robg@callcentreassociates.co.uk or by telephone. Due to the high number of applicants we cannot reply to each individual. Candidates who are successful will be contacted shortly after.

Apply to this job

Human Resources Manager

2009-07-02 12:34:58

Location: South East
URL: http://www.uibuk.com

Description:

Want a job where you can work flexible hours and take your birthday off?

Human Resources Manager

UIB is an insurance intermediary that provides insurance products to trade union members. We are accredited Investors in People and an FSA regulated company.

UIB are currently seeking an HR professional who can provide strategic and operational HR advice and guidance to the management team in best practice, current employment legislation and all aspects of recruitment and people management with a strong understanding of how HR can make a strategic contribution to a growing business.

We are offering a unique opportunity to join a company that values its staff of 200 full-time and part-time employees, offers excellent conditions and above all can offer a truly flexible role that can fit in with your other commitments.

You will need to be an experienced manager with a track record of success at a middle manager level. This is a great opportunity for someone returning to work after a career break, as you will have the full support of an HR consultancy for any employment law areas that you might be rusty on!

Key Requirements

• The ideal candidate must be an experienced HR Manager
• This role requires someone who will be able to drive change, think strategically and operate efficiently, and understand a regulated business environment.
• You must be able to demonstrate experience of working closely with senior level managers
• Experience of managing change – in areas such as cultural change, managing performance, changes in working practices.

•

• Additional information:
• Flexible hours to suit – Monday to Friday (20 to 30 hours per week)
• £35,000 -40,000 per annum (pro rata)
• Accredited Investors in People – we provide extensive training and development.
• Rapidly growing company.
• Central London location – Offices in Kentish Town.
• Diverse friendly environment
• 20 days holiday plus birthday off

To apply please send your CV and cover letter to UIBRecruitment@uibuk.com
For an informal discussion about the role contact Trudi Scrivener 020 3227 4848

Union Income Benefit ® PROTECTING THE FUTURE FOR YOU AND YOUR FAMILY

Apply to this job

Data and Systems Analyst

2009-06-30 15:33:54

Location: Midlands
URL: http://www.callcentreassociates.co.uk

Description:

THE COMPANY

My client a major, successful company within their field has asked me to recruit for the above role. This is a comparatively stable and profitable in an otherwise struggling marketplace. Successful candidates must posses strong experience as detailed below as we are looking for someone that can hit the ground running.

Role purpose;

Exploit the customer insight and data assets to target customers and prospects with appropriate, value building propositions via all available channels in a timely, professional, effective and compliant manner.

Responsibilities;

· Identify opportunities, test and implement propensity models, marketing scorecards and segmentation for use in customer selection.
· Work closely with internal customers to understand their business objectives, challenge their assumptions, provide advice, guidance and translate agreed requirements into a data brief.
· Provide meaningful, actionable insight into customer behaviors, trends and opportunities.
· Identify potential opportunities within existing products/propositions.
· Responsibility for development and continuous improvement of customer insight to drive sales pipeline and performance.
· Data responsibility for running end to end pilots to test new market opportunities including the design and build of appropriate control groups and/or test/learn cells into campaigns to ensure that the results are measurable and learning can be gained.
· Ensure all marketing selections are compliant e.g. that marketing suppressions are applied where appropriate and disability flags are observed.
· Manage relationships and act as the key point of contact between the various departments.
· Manage and prioritise data/insight demands from the strategy/marketing/insight teams.
· Provide assistance to the local business team.
· Provide data support, tools, advice and context to the stakeholders.

Experience Required;

1. Excellent technical skills, especially with SQL
2. Excellent data handling and analytical skills with an attention to detail.
3. A command of emerging marketing techniques.
4. Customer focus – instinctive approach to matching customer wants with business propositions augmented through outstanding observation skills.
5. Market data analysis – converting complex market data into competitively advantaged actions.
6. Strategic thinking – Strong ability to shape strategy and convert into tactical execution in a fast moving market.

REMUNERATION AND PACKAGE DETAILS

Alongside a competitive salary this position also provides a lucrative bonus / benefits package.

PROCESS & TIMEFRAMES

To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; james@callcentreassociates.co.uk

Apply to this job

Senior Database Marketing Analyst

2009-06-30 15:25:39

Location: London
URL: http://www.callcentreassociates.co.uk

Description:

THE COMPANY

Role purpose;

Responsibilities;

· Apply recognized and creative analysis techniques to support the marketing requirements of local businesses, from planning to local delivery and evaluation.
· Identify opportunities, test and implement propensity models, marketing scorecards and segmentation for use in customer selection.
· Design and build customer selections for direct marketing/mail campaigns, outbound telemarketing, sales leads, action prompts and ad hoc market research.
· Work closely with internal customers to understand their business objectives, challenge their assumptions, provide advice and guidance and translate agreed requirements in to a data brief.
· Identify potential opportunities within existing products/proposition.
· Data responsibility for running end to end pilots to test new market opportunities including the design and build of appropriate control groups and/or test test/learn cells into campaigns to ensure that results are measurable and learning can be gained.
· Ensure all marketing selections are compliant e.g. that marketing suppressions are applied where appropriate and disability flags are observed.
· Take ownership of process & documentation and proactively look to improve campaigns.
· Deliver effective management of risk, governance, compliance and control issues within the team, ensuring that all direct reports are aware of, and adhere to, their individual responsibilities in these areas.

Experience Required;

REMUNERATION AND PACKAGE DETAILS

Alongside a competitive salary this position also provides a lucrative bonus / benefits package.

PROCESS & TIMEFRAMES

To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; james@callcentreassociates.co.uk

Apply to this job

Call Centre Operations Manager

2009-06-30 11:18:11

Location: Ireland
URL: http://www.douglas-jackson.com

Description:

Job Ref: DJLM003
Job Title: Call Centre Operations Manager
Job Location: Dublin
Salary to €45,000 and Benefits package

Call Centre Operations Manager required in Dublin for a leading Insurance Firm. The ideal candidate will come from an Insurance Call Centre background and be a proven leader. Reporting to the Head of Operations you will oversee the activities of the department, ensuring that adequate resources and technical skills are available to service customers in accordance with company standards. You will be the main point of contact for compliance and FSA regulations and liaising with underwriters and be responsible for the Call Centre and Back Office agents. You will lead from the front, motivating the agents and offer training and development. You will ensure KPI’s and SLA’s are achieved and manage the division using your commercial acumen to drive the business forward

This is a superb, challenging but rewarding role for an exceptional individual who can make things happen.

For more information, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: http://www.douglas-jackson.com

Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets.

Apply to this job

Continuous Improvement Site Manager

2009-06-29 12:08:10

Location: North West
URL: http://www.callcentreassociates.co.uk

Description:

The Company

My client, a global BPO is looking for an experienced Six Sigma professional to drive efficiencies across its call centre operation. This is a recent and exciting project for my client and they are looking to grow and explore new business opportunities within this area.

The Role – Key Accountabilities

· Identify, coordinate, and execute operational performance improvement projects
· Act as Lean Six Sigma Expert on site
· Ensure, maintain current and drive further process consistency against operating framework
· Provide continuous improvement training to site staff
· Identify and deliver Six Sigma Projects for the site
· Leading, coaching, and motivating participants in the execution improvement projects

Knowledge & Experience

· MUST be Certified Green Belt or Black Belt (Highly Desirable)
· Strong verbal and written communication skills
· Good organisational skills and an attention to detail
· Manage multiple projects and multi-stakeholder environment
· Leading and motivating teams in a challenging style
· Statistical Knowledge
· Project and Change Management skills

Process & Timeframes
If you would like to register your interest in this fantastic opportunity please send you CV to deren@callcentreassociates.co.uk

Apply to this job

Sales Coach/Sales Trainer/Fundraising Trainer

2009-06-29 10:30:38

Location: London
URL: http://www.douglas-jackson.com

Description:

Sales Coach/Sales Trainer/Fundraising Trainer. London – c£22k plus bonus.
A North London telephone-based fundraising agency is looking for new talent to add to its training team as a result of consistent organic growth. You will either come from a fundraising training background, or from an outbound sales background – ideally from an outsourcer.
• Develop and deliver two day induction programme for new fundraisers
• Work alongside Fundraising Managers to develop fundraising skills and techniques
• Develop and deliver client and campaign briefings on behalf of our charity clients
• Coaching and development of fundraisers
• Weekly reporting back to Fundraising Centre Manager and client teams
• Work with recruitment team to achieve targets of successful fundraisers passing through training on a weekly basis
It’s a great time to join a vibrant, and growing organisation and take your career to the next step. They operate in a genuine meritocracy, and take pride in developing their people.
For more information, please contact: richard@douglas-jackson.com quoting DJRH1041 or telephone to speak to a consultant now on: 0845 6209721. Visit us at: http://www.douglas-jackson.com
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets.

Apply to this job

Business Development Manager - Contact Centre

2009-06-29 10:27:40

Location: South West
URL: http://www.douglas-jackson.com

Description:

Job Ref: DJSG2013
Job Title: Business Development Manager – Contact Centre Outsourcing
Job Location: Nationwide but to be based and commutable to either W Yorkshire, Bucks, South East, or South West of England
Salary: to £40,000 – £60,000 basic + commission, car all, benefits

The purpose of this role is to ‘convert’ new business opportunities and complex new projects with existing clients into the right solutions and generate sustained and profitable business. The focus of these roles is to add value, through a consultative sales process, by building solutions for clients. These roles are outwardly facing and so have responsibility for establishing the credibility of the business by building, enhancing and reinforcing client confidence in our capability, assets and resource.

These roles require individuals to have a broad range of both industry and product experience.

Roles at this level will negotiate highly complex unique client solutions. These roles are focused on developing new business and large scale complex solutions with existing clients.

Getting & Retaining Business
To grow breadth, value and scope of business in complex solutions to achieve company and personal targets.

Strategically plan and manage the flow of business opportunities ensuring pipeline and bid management are sufficient to meet business objectives

Strive to improve conversion and delivery

To engage the confidence of executive level client staff to facilitate the buying process of complex solutions

To establish a portfolio of clients with a long term commitment to Broadsystem

Set direction in finalisation of terms & conditions, SLA’s & service objectives to achieve client sign-off

Enable & Support
Coach & Mentor solutions practitioners in order to enhance individual and team capabilities

RESPONSIBILITIES:
• Client/Customer Service – Adopts a long-term partnership approach
• Works to build personal relationships with clients in order to maximise the outcomes for all
• Looks for long term benefits to the client and tailors approach accordingly
• Acts as a trusted advisor and becomes involved in the client’s decision making process
• Works for win-win solutions for the client
• May trade off immediate costs for the sake of the long term relationship with the client
• Conceptual Thinking – Breaking & remaking the model
• Develops a new strategy/solutions for the business by distilling a mass of information on the current market and environment and on anticipated market and environment trends
• Develops plans that significantly change or redefine the business
• Reviews the best and makes the most of it
• Anticipates the impact of external changes and makes appropriate business changes
• Generates new and unique propositions
• Learns without direct experience
• “parks the present” – groundbreaking
• Visioning: sets the goal and works backwards
• Impact & Influence – Takes multiple actions to influence
• Uses a range of techniques to influence an individual or group, taking into account their needs and values; has the flexibility to switch approaches in response to changing circumstances.
• Uses indirect influence e.g. uses experts or third parties
• Positions experts and uses testimonials to build reputation
• Knows what works in the business or client culture and uses this to tailor the language or message, to produce the best response
• Invests time in influencing and persuading the right people at the right level
• Plans who needs to be persuaded to overcome objective and political barriers
• Working Together for the Business – Supports others and their goals
• Seeks to build team climate
• Actively seeks opportunities to improve delivery to the customer and raise business performance by working with colleagues
• Takes a ‘whole business’ view when identifying own priorities and plans: gives priority to benefits for the whole business over ‘quick wins’ for won area
• Commits resource from own area to support wider projects and initiatives
• Positively manages conflict within team

The ideal candidate will have a good commercial experience within the outsourcing arena, with a proven track record at operating at a strategic level and the ability to handle larger multi decision maker contacts. An ability and demonstrable history in an operational role or in a consultancy position, with a high level of business and technical literacy.

For more information and full job description, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: http://www.douglas-jackson.com.

Apply to this job

Continuous Improvement Site Manager

2009-06-26 16:04:54

Location: South Yorkshire
URL: http://www.callcentreassociates.co.uk

Description:

(Ref CCA

The Company
My client, a global BPO is looking for an experienced Six Sigma professional to drive efficiencies across its call centre operation. This is a recent and exciting project for my client and they are looking to grow and explore new business opportunities within this area.

The Role – Key Accountabilities
· Identify, coordinate, and execute operational performance improvement projects
· Act as Lean Six Sigma Expert on site
· Ensure, maintain current and drive further process consistency against operating framework
· Provide continuous improvement training to site staff
· Identify and deliver Six Sigma Projects for the site
· Leading, coaching, and motivating participants in the execution improvement projects

Knowledge & Experience
· MUST be Certified Green Belt or Black Belt (Highly Desirable)
· Strong verbal and written communication skills
· Good organisational skills and an attention to detail
· Manage multiple projects and multi-stakeholder environment
· Leading and motivating teams in a challenging style
· Statistical Knowledge
· Project and Change Management skills

Process & Timeframes
If you would like to register your interest in this fantastic opportunity please send you CV to deren@callcentreassociates.co.uk

Apply to this job