Call Centre Helper Jobs

Account Manager

2010-02-17 11:59:24

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

Description:

Job Ref: DJLM1018
Job Title: Account Manager (Call Centre)
Job Location: London
Salary Â£18-25,000 basic dep on candidate

This role is with a rapidly expanding business, part of a larger established group, who work exclusively to provide telesales, telemarketing and fundraising services to the third sector, not for profit and charity markets.

They have a newly created position for either a trainee Account Manager with the passion, desire, commitment and belief that they can truly drive themselves to perform in this challenging position, or for an experienced Account Manager, with experience of call centres, outsourcing and or the charitable sectors (the salary is reflective f either option).

This will be a pivotal role within the company and will take responsibility for key client relationships, and their campaigns, ensuring that objectives are met in line with their requirements. The successful candidate will report directly to the Director and as such there is a lot of scope for progression within a dynamic, ambitious, charity focussed company.

Some key responsibilities

To build and maintain solid long-term relationships with charity clients and manage expectations effectively
To ensure that commitments to charities are met and to rectify any problems as quickly and efficiently as possible
To strive for the ongoing improvement of the performance of each account
Project management of campaigns from set up to completion
Statistical analysis and forecasting ensuring that both charity and business KPIs are met
Presenting to charity clients, senior management and engaging operational team members as required
Act as an escalation point for clients and manage the resolution of problems, including the implementation of improvements to prevent repeat occurrence
Proactively represent our clients within the business and the business within charities
Take ownership of charity specific training materials and presentations
To deliver and provide commentary on client reports
To assist with contract renewals
To assist with business proposals and continually be aware of possible business development opportunities
To assist with creative materials (scripts, letters etc)
To assist with capacity planning and ensuring it is at an optimum level for each campaign

Essential skills/experience

Excellent interpersonal and influencing skills (assertive, fair and consistent)
Excellent written and verbal communication skills (clear, concise, professional, friendly)
Commercially focussed with strong awareness of the challenges facing call centre environments
Demonstrate initiative and ability to get job doneâ€ whilst also being a strong contributing team member
Well organised
Intermediate to advanced MS Excel, Word and PowerPoint
A strong commitment to working in the charity sector and make a difference
Preferred experience
Strong call centre knowledge and experience
Demonstrable charity knowledge and experience
A good understanding of the creative process
Experience in a directly relevant role

For trainee roles then training will be given.

For more information and full job description, please contact: lisa@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: 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, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

All applicants must be eligible to live and work in the UK or EU, we are unable to help or assist anyone who does not already have this eligibility status.

Apply to this job

Call Centre Team Leader

2010-01-20 10:16:37

Location: Other
URL: www.douglas-jackson.com

Description:

Job Ref: DLM0008
Job Title: Team Leader
Salary: Up to Â£25
Location: Peterborough

Team Leader – Peterborough – Â£25k + Bonus
A well established and reputable organisation who has built their reputation on the quality of their sales through service models are looking to recruit a Team Leader Manager to add to their existing pool of management talent. Your responsibility will be to manage and develop the inbound Sales & Service team of 10fte, ensuring that it provides comprehensive, speedy and effective high quality service to meet the needs of customers, achieving determined response KPIs, sales targets and cash collection objectives, in accordance with agreed processes.

Ensure that KPIs relating to response rate are achieved to maximise the customer experience.
Ensure that each inbound sales call is maximised against revenue potential
Pro-actively and effectively manage calls relating to invoice payments from customers
To ensure that complaints are owned within the team and meet the standards detailed in the code of practice.
Set individual and team objectives, ensuring that these are visible and communicated regularly so that everyone has a clear understand of their contribution towards key goals
Devise, interpret and act on Management information to ensure that objectives within the centre are met on a day-to-day basis.
Own and manage the first stage complaint process
Ensure that written correspondence and email completion is balanced against call activity achieving set KPIs

Youll be customer focused, with a track record of delivering challenging KPIs and managing the performance of your team. Its an ever-changing industry, so youll be able to display good response to change, and the ability to implement and manage those changes throughout your team. The successful candidate will have a proven track record as a Call Centre Team Leader and have previous experience of managing and developing call centre agents.
As an experienced and versatile manager, youll be an exceptional motivator and trainer, with a handle on resource planning and the ability to multitask.
For more information, please contact: Lisa@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209723.Visit us at: www.douglas-jackson.com

Apply to this job

Call Centre Account Manager

2010-01-20 10:12:42

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

Description:

Job Ref: DJLM1013
Job Title: Account Manager
Job Location: London
Salary Â£18-28,000 basic dep on candidate

Some key responsibilities

To build and maintain solid long-term relationships with charity clients and manage expectations effectively
To ensure that commitments to charities are met and to rectify any problems as quickly and efficiently as possible
To strive for the ongoing improvement of the performance of each account
Project management of campaigns from set up to completion
Statistical analysis and forecasting ensuring that both charity and business KPIs are met
Presenting to charity clients, senior management and engaging operational team members as required
Act as an escalation point for clients and manage the resolution of problems, including the implementation of improvements to prevent repeat occurrence
Proactively represent our clients within the business and the business within charities
Take ownership of charity specific training materials and presentations
To deliver and provide commentary on client reports
To assist with contract renewals
To assist with business proposals and continually be aware of possible business development opportunities
To assist with creative materials (scripts, letters etc)
To assist with capacity planning and ensuring it is at an optimum level for each campaign

Essential skills/experience

Excellent interpersonal and influencing skills (assertive, fair and consistent)
Excellent written and verbal communication skills (clear, concise, professional, friendly)
Commercially focussed with strong awareness of the challenges facing call centre environments
Demonstrate initiative and ability to get job doneâ€ whilst also being a strong contributing team member
Well organised
Intermediate to advanced MS Excel, Word and PowerPoint
A strong commitment to working in the charity sector and make a difference
Preferred experience
Strong call centre knowledge and experience
Demonstrable charity knowledge and experience
A good understanding of the creative process
Experience in a directly relevant role

For trainee roles then training will be given.

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

All applicants must be eligible to live and work in the UK or EU, we are unable to help or assist anyone who does not already have this eligibility status.

Apply to this job

Customer Service Team Leader

2010-01-18 15:03:51

Location: South East
URL: https://jobs.brassring.com/EN/ASP/TG/cim_jobdetail.asp?jobId=582242&type=search&JobReqLang=1&recordstart=1&PartnerId=505&SiteId=216

Description:

Customer Service Team Leader

At American Express, the worlds premier financial and travel solutions provider, were looking for outstanding and results-driven Team Leaders to join our Customer Services International. We have a number of Team Leader vacancies available across our Executive Complaints and High Value Teams

As a Team Leader, you will identify talent needs, recruit staff and review and coach performances. You will also develop a training programme to ensure that our people are equipped with the skills to deliver an exceptional customer experience over the phone.

As youll soon discover, American Expresss customer service and product management records are second to none. And we have a â€˜Superbrand of the Year award, have been voted 3rd in the â€˜Top 20 Best Big Companies to Work for, as well as numerous call centre excellence awards to prove it.

This is a fantastic opportunity for a highly professional Team Leader with strong financial acumen and experience of call centre environments, to establish a successful and rewarding career within a world-leading organisation.

Qualifications:

A proven record in people and performance management, including an eye for talent and strong coaching skills
An understanding of call centre environments and associated targets / SLAs and reporting metrics, including balanced scorecards
Strong change management, relationship management, interpersonal, decision making and communication skills
A results-driven mentality, coupled with the ability to work independently and meet deadlines
FSA Regulatory and complaints handling background is advantageous

Employment eligibility to work with American Express in the UK is required for this position.

Our achievements:

3rd Place Sunday Times “Best Big Companies To Work For”
Stonewall Diversity Champion
Top Employer for Working Families 2009
Moneywise Customer Service Awards 2009
Race for Opportunity

Extraordinary people work at American Express. Are you one?

To apply and for a more detailed job description please follow the link:
https://jobs.brassring.com/EN/ASP/TG/cim_jobdetail.asp?jobId=582242&type=search&JobReqLang=1&recordstart=1&PartnerId=505&SiteId=216

For other opportunities to join our winning team visit
www.americanexpress.com/jobs

Apply to this job

Ticket Sales & Information Supervisors

2010-01-15 16:30:37

Location: London
URL: http://www.royal.gov.uk/recruitment

Description:

Would you like the opportunity to work at Buckingham Palace and Clarence House this summer in unique surroundings meeting international visitors? We are recruiting confident, approachable, responsible people with good communication skills to provide exceptional customer service in the role of Ticket Sales and Information Supervisor.

You will lead and motivate a team of Ticket Sales and Information Assistants to maximise sales of tickets and guidebooks to visitors of all the royal residences. You will be responsible for setting targets for your team, and providing support and coaching to ensure they are achieved. You will be based either in our contact centre at Buckingham Palace or at our on-site ticket sales counters.

If you enjoy sales, thrive in a busy environment and have previous supervisory experience, then this role is for you.

You will need to be available from mid-June to the end of September.

All positions work on a rota and require regular weekend work. In addition to competitive rates of pay, we offer excellent training, a free lunch, a friendly team atmosphere and good working conditions.

Closing date 15 February 2010
Rate of Pay: £7.85 + £0.95 paid holiday per hour.

Interviews will take place at Buckingham Palace in March 2010. For further information and to apply online please visit: www.royal.gov.uk/recruitment

Apply to this job

Team Leader ( Risk Management )

2010-01-14 16:11:39

Location: South East
URL: https://jobs.brassring.com/EN/ASP/TG/cim_jobdetail.asp?jobId=568623&type=search&JobReqLang=1&recordstart=1&PartnerId=505&SiteId=216

Description:

Team Leader – Risk Management

At American Express, the worlds premier financial and travel solutions provider, were looking for outstanding team leaders for our UK Top Customer Credit Team within our vibrant Service Centre in the heart of Brighton.

You will be leading a team at the top of their profession and who provide superior enhanced risk services to our highest spend customers, and take care of the daily execution of all associated risk practices.

Youll also recruit, coach and lead a team of high performing Top Customer Representatives, as we seek to deliver seamless and exceptional customer service.

Qualifications:

Strong people leadership skills with a proven history in employee engagement, development, motivation and change management
Experience in a risk management decision-making environment
Strong understanding of card principles ( consumer and small business card credit sectors )
Experience of working with wealth and high net worth individuals
Able to work with either a dialler (Avaya) or an automated calling system
Note: this position is in a 24/7 environment where you will be expected to be available for a variety of shifts, up to 21:00 and weekends. You will be on a 5 days out of 7 shift pattern. Part-time opportunities are available, but you’ll need to commit to full-time training for a minimum of 6 weeks

Our achievements:

3rd Place Sunday Times “Best Big Companies To Work For”
Stonewall Diversity Champion
Top Employer for Working Families 2009
Moneywise Customer Service Awards 2009
Race for Opportunity

Extraordinary people work at American Express. Are you one?

To apply and for a more detailed job description please follow the link:

https://jobs.brassring.com/EN/ASP/TG/cim_jobdetail.asp?jobId=568623&type=search&JobReqLang=1&recordstart=1&PartnerId=505&SiteId=216

For other opportunities to join our winning team visit
www.americanexpress.com/jobs

Apply to this job