Customer Contact

Business Analyst 6-month interim

London

£450 per day

This role will form part of the wider UK COO business reporting to the Business Implementation Director within the UK Change Management function. UK Change Management support both UK and Globally led projects across a wide scope of revenue generation, operational efficiency, platform implementation / upgrade and regulatory led projects. Responsibilities: The role holder will typically support the UK Project Manager across a number of work streams contributing to the delivery of the project plan within time, cost and quality. Researching, analysing and evaluating all the options that are related the task in hand enabling you to provide recommendations back to the Project Manager. Ownership of project documentation, such as Business / technical requirements, Implementation approach and any post project reviews that are conducted. Working alongside the Project Manager on the creation of project business cases, budgets and key testing documentation. Working with all project stakeholders to ensure they have full understanding of their responsibilities and commitments to the project / programme as well as the impact of the project on their respective businesses. Skills & Requirements Education: Bachelor’s degree or equivalent related experience previous business analyst experience gained in a change or digital environment. Proven experience managing multiple, complex and cross functional / cross geography business initiatives / projects. Excellent analytical skills and attention of detail Ability to plan, organize and prioritise workloads and work on your own. Demonstrates a proactive approach to finding effective solutions in a dynamic business environment. excellent communication and presentation abilities, including strong written and verbal skills.

Customer Service Advisor

Warrington

£16500

We have an exciting opportunity to join a growing Customer Service Team. You will be responsible for handling inbound customer service enquiries and retentions. You will be dealing with enquiries such as: General Account Enquiries Customer Renewals Cancellation Requests Customer complaints Change of Address Change of Account Details House Moves The Role: Working within a lively contact centre, having great conversations with our customers By delivering excellent customer service you will expected to provide a world class service for the customer Using a consultative approach to resolve customer issues Listening and understanding our customers to ensure we deliver a tailored solution Working as part of a team to add value to our business Striving to achieve your personal best through quality targets About You: We are looking for individuals who have a passion for customer service It would be desirable for you to have worked in a regulated/compliance environment You must be a self-motivated, resilient individual, who can adapt within a fast paced environment You will need to be able to evidence 100% commitment to the role Strong written and verbal communication skills are required

Experienced Lead Generator

Warrington

£18500 + bonus

We have an exciting new opportunity for an experienced Lead Generator to join our team working for a leading automotive company. Working hours Monday-Friday with excellent employee benefits including option to buy additional holiday (up to 5 days), flexi benefit scheme to tailor your needs and free on-site parking As a lead generator you will become a brand expert enabling you to promote the product meet and exceed given targets on generating appointments. You will need to be accomplished at self-sourcing your own quality leads. Through training and continued development, you will Build close working relationships with both business and private clients in order to better understand their requirements Identify opportunities for up sell and / or cross sell which will be achieved through a combination of prospecting and telephone-account management. Manage Field Team appointments by communicating with all stakeholders through a variety of channels including inbound and outbound calls, emails and social media, To enjoy the role you will have A keen eye for detail Ability to data-capture accurately Previous experience in a fast-paced sales environment Experience of thriving on self-sourcing your own quality leads A passion for delivering excellent customer service first time every time The confidence to follow up on sales opportunities and are able to confidently communicate with a variety of stakeholders. Excellent verbal and written communication skills Previous experience of working in a target driven environment Previous experience or a keen interest/ knowledge of the automotive industry We offer: • Salary £18,500 • Bonus up to £3,900 PA (paid quarterly) • 37.5 hours a week to be worked Monday- Friday • 22 days holiday plus Bank Holidays • Excellent employee benefits Have access to real opportunities for progression If you think you could be our next Lead Generator please don’t delay apply today!!

Loan Operations Specialist

London

£230

Responsible for the completion of operational activities through the application of SME skills and experience of processing activities, instruction and training of colleagues, authorisation of colleague’s work, problem solving and stakeholder management. Also responsible for ensuring that technical skills are continuously updated and expanded in line with business requirements. Key accountabilities - Completion of operational processes including full client on boarding, all payment and reconciliation processes - Taking ownership of and deliver against internal and external stakeholder requests for information or clarification - Authorisation of colleagues work to ensure that effective “maker/checker” controls are operated at all times - Provision of effective coaching and training of the Operations Clerks - Contribute to the planning of daily workloads and prioritization of team focus and resources in response to varying demands in BAU volumes and various stakeholders - Escalation of important issues to senior colleagues, providing relevant summary information and recommendations for action - Ensure that all activities are undertaken in accordance with relevant policies, procedures, timeline and quality standards; proactively challenge these standards and formulate recommendations for improvement - Support the work of the team with external control functions such as audit and compliance personnel ensuring that accurate data is supplied – liaise with senior colleagues as required - Recommend project, PCR and other change activity to senior colleagues in support of beneficial change; fully support subsequent activities including UAT testing - Design, source and generate MI from various sources as required and ensure that reporting requirements are met - Undertake all activities and communication with a strong customer focused approach and in a positive and collaborative way - Proactively seeks explanation and clarification in pursuit of understanding and expansion of own skill base; is able to share this with colleagues and stakeholders in all aspects of role performance - Able to support on an ad hoc basis, other operational teams, adapting skills and experience to demands

Complaints Manager

Hampshire

£52,000 - £65,000

A great opportunity to develop and deliver an effective complaints strategy by providing direction, motivation and leadership to a Complaints team of around 25 people. Also leading projects and programmes with significant risk and complexity in order to achieve the business objectives. Monitoring and controlling costs and budgets, addressing risk and governance issues and acting as the escalation point for the more complex or financially significant complaints - all are aspects of this high profile leadership role. The Person Ideal candidate is someone who has managed complex complaints within a highly regulated environment. A good understanding of all relevant regulatory bodies and associated principles and the ability to interpret and apply them effectively. They will also be looking for an in-depth knowledge of the related products, services and best practice. Commercially aware and up to speed with the latest trends and issues, numerate, customer-focused and has exceptional relationship management and literacy skills. Strong people management and coaching skills, plus experience of developing others and identifying and promoting service improvements within a large, multi-layered organisation. A pioneering and innovative approach and willingness to question convention is important too, as is the ability to work across boundaries and manage a variety of stakeholders. An advocate of continuous improvement and smart ways of working, with your expertise on board, we'll soon achieve market-leading award winning status.

Team Manager

Guildford

£42,000

My client is looking for a Team Manager to be responsible for motivating and coaching team members to deliver first class customer service and operational excellence. The post holder will proactively plan and manage the annual workflow of the team and monitor delivery. Responsibilities: Manage and motivate team to ensure the highest quality of work is produced Maintain internal and external relationships Monitor work flows and ensure that teams are keeping up to date with plans The successful individual will be: A proven contact centre leader with a focus on training, developing and motivating teams Be able to keep a track of complex workloads Able to improve processes and procedure to ensure the best ways of working

Quantity Surveyor - Commercial Manager

Manchester

£47,000

Working as part of the Property Commercial team, it will be your job to support the timely delivery of projects in the most efficient way possible. If you want to take lead on how projects are run, we can offer you responsibility and autonomy to deliver projects the way you want. The Role: Manage the financials of an annual programme of 100+ construction projects Identify risk and monitor costs, looking to streamline budgets and boost efficiency Manage a team of external quantity surveyors Collaborate with your immediate team to meet targets and succeed together Build relationships with project managers and a range of external partners to make sure we are spending in the right way Use current data to inform the budgetary position for future programmes Be the point of contact for external partners Personal Requirements: A retail construction background Flexibility and ability to adapt to a changing environment The ability to present data and report back to the business in a clear and concise manner Excellent excel and data analysis skills Good communication and relationship building skills, managing expectations of partners across the whole programme You will also get a package that includes: A competitive salary 28 days holiday An annual incentive scheme A pension with up to 10% employer contributions

Process Improvement Manager

Leeds

£29,000 – £32,000

My client is looking for a Specialist, Collections Change & Process Improvement to support and manage strategic change and process improvements in the Collections function, managing both internal and external impacting change Responsibilities • Support Collections as an SME in any new small and medium business change program’s and future initiatives. • Work with members of the Collections Strategy Team to review and understand existing and upcoming collections initiatives, identifying improvement opportunities and getting ‘under the figures’. • Present back to collections stakeholders any business case for change with clear benefits. • Drive business requirements through workshops, analysis and process deep-dives. • Support business change from design to delivery, working closely with stakeholders from the wider business to establish effective process design and implementation. • Work with the business to understand requirements and define solutions in areas which have been identified for potential change/improvement. • Support Collections to progress change through change governance. • Develop and control business communications in conjunction with the wider team providing regular updates on business change projects. • Work closely with our Training team to ensure training modules are kept up to date and incorporates most up to date changes. • Ensure appropriate control and governance of collections process maps. • Work with the Incident Team to determine collections impact(s) to processes or customers • Engage with BA’s to establish appropriate solutions and next steps in line with company values and manifesto. • Take ownership of the quality and control of all change related documentation and process steps. Skills and Experience • Excellent communication skills, both verbal and written. • Strong analytical and problem-solving skills / experience • Ability to listen and influence senior stakeholders and colleagues • Willingness to get pro-actively involved in the day to day running of Collections changes • Strong analytical and data interpretation skills • Strong technique to defining problems and exploring solutions to a range of problems. • Work well as part of a team but equally as an individual • Experienced and proficient in Microsoft Office applications • Be adaptable and versatile to change, having a positive, can do attitude to flex to the business need and change focus when required due to competing priorities.

Business Development Executive – Office Based

Manchester

c£27,000 pa DOE

We have an exciting opportunity for a tenacious and sales-orientated individual. You will need to be a self-starter who is inquisitive in nature and someone who love’s asking questions and listening to the answers. You will have a strategic and analytical approach to your work and you love working in sales because you’re driven and motivated by being the driving heart-beat of a business, a pressure that you thrive on. You’re inspired by the prospect of driving a new office and a new mission alongside a focused and determined team. You are motivated to win and you really love it when you beat them all to first place in terms of revenue! We are looking for energetic and ambitious, telephone-based new business hunters to help establish our new base in Manchester. You will be joining an already established sales team based in London and will be assigned a designated territory. This role is responsible for speaking with the senior leadership team, within Educational Art and Theatre institutions across the world to secure new business. This is a fantastic opportunity to join a growing business with a clear corporate and social mission, with a world-class team of sector and functional specialists, and a successful sales team. To support and inspire you, you will have: a phenomenal product that has exceptional outcomes a sophisticated content Marketing Team all geared to driving new leads to the Sales Team an energised, pro-active and positive New Business Sales Team in Manchester and in London, that has doubled in size in the last 12 months and with significant more growth forecast You will be joining: a sales team that is keen to learn and participates in regular internal and external (sales and product) training a sales team with exemplary leadership and training from Head of Sales and Sales Managers/ Team Leaders who have deep and varied expertise and are dedicated to ensuring that training and professional development is at the core of their team an environment that has the opportunity for professional career development The Role and Responsibilities: Meet and exceed revenue target, increase market penetration by acquiring new customers Manage end-to-end sales process from cold call to close, including prospecting/generating leads Setting up clients on the back-end Meet daily, weekly, monthly KPIs Accurate reporting of sales pipelines Skills and Experience 4+ years proven experience and success of inside sales/delivering sales over the phone Used to a high-call volume environment Experience of owning the entire sales cycle: Researching and prospecting own leads, pitching, negotiating, closing Self-starter and highly motivated Excellent organisation and time management Outstanding communication skills – particularly active listening and compelling, persuasive written and verbal communication High energy and commitment to the role Interest in Theatre and The Arts

Customer Service Advisor

Manchester

£18,000 - £20,000 pa

This is an exciting opportunity for an experienced Customer Service Advisor to join a dynamic and growing business. The role: To act as the first point of contact for inbound calls from businesses Prioritise all incoming calls and emails ensuring they are passed to the correct members of staff, dealing with issues directly as set out by the Customer Services Supervisor. Ensure customer queries are resolved within specific timescales. Process customer Agreements, ensuring that the customer accounts and payment details are set up within specified deadlines. Maintain an effective filing system for the Contract Agreements Liaise with internal and external management team Skills: Able to work in a versatile and changing environment An appreciation of Customer Services and Account Management Good organisation skills Good Microsoft Office computer skills (e.g. Word, Excel, PowerPoint, e-mail) Good interpersonal skills Concern for accuracy and ability to meet tight deadlines Good written and verbal communication skills, both in person and on the telephone Proactive in achieving results People Skills Diligent, dependable and resilient Able to work well as part of a team as well as individually Able to process large quantities of data quickly & accurately Benefits: Bonus scheme 25 days holiday + banks holidays Private healthcare Subsidised public transport

Outbound Sales Executive – New Business

Manchester

c£27,000 pa DOE

You are: A tenacious and sales-orientated individual, you understand that there’s nothing new in the world of sales and thus your success is directly related to your energy, enthusiasm and hard work. You are a self-starter who is inquisitive in nature and someone who love’s asking questions and listening to the answers. You have a strategic and analytical approach to your work and you love working in sales because you’re driven and motivated by being the driving heart-beat of a business, a pressure that you thrive on. You’re inspired by the prospect of driving a new office and a new mission alongside a focused and determined team. You are motivated to win and you really love it when you beat them all to first place in terms of revenue! We are looking for energetic and ambitious, telephone-based new business hunters to help establish our new base in Manchester. You will be joining an already established sales team based in London and will be assigned a designated territory. This role is responsible for speaking with the senior leadership team, within Educational Art and Theatre institutions across the world to secure new business. This is a fantastic opportunity to join a growing business with a clear corporate and social mission, with a world-class team of sector and functional specialists, and a successful sales team. To support and inspire you, you will have: a phenomenal product that has exceptional outcomes a sophisticated content Marketing Team all geared to driving new leads to the Sales Team an energised, pro-active and positive New Business Sales Team in Manchester and in London, that has doubled in size in the last 12 months and with significant more growth forecast You will be joining: a sales team that is keen to learn and participates in regular internal and external (sales and product) training a sales team with exemplary leadership and training from Head of Sales and Sales Managers/ Team Leaders who have deep and varied expertise and are dedicated to ensuring that training and professional development is at the core of their team an environment that has the opportunity for professional career development The Role and Responsibilities: Meet and exceed revenue target, increase market penetration by acquiring new customers Manage end-to-end sales process from cold call to close, including prospecting/generating leads Setting up clients on the back-end Meet daily, weekly, monthly KPIs Accurate reporting of sales pipelines Skills and Experience Essential: 4+ years proven experience and success of inside sales/delivering sales over the phone Used to a high-call volume environment Experience of owning the entire sales cycle: Researching and prospecting own leads, pitching, negotiating, closing Self-starter and highly motivated Excellent organisation and time management Outstanding communication skills – particularly active listening and compelling, persuasive written and verbal communication High energy and commitment to the role Desirable/nice to have Experience of short-sales cycle (1-6 weeks) and often 1-call closes Interest in the theatre and the arts

Head of Customer Retention

Cheshire East

£50,000 to £60,000

The Head of Customer Retention is a new and exciting role which focuses on the retention of the existing customer base and the development of an effective retention team to drive down customer attrition. The objectives of the role include financial goals around delivery of volume and margin targets, people development, process improvement and customer satisfaction. Key responsibilities include: • Day to day management of the team, currently numbering c.35 FTE • Reduce Customer Attrition to enhance business performance. • Ownership of the attrition percentage and improvement year on year. • Establish and embed a retention team for the UK business and seek to enhance our recovery processes, with responsibility stretching across the entire 70,000 customer base. • Drive the outbound contact strategy into existing customers to deliver volume and margins targets for the UK. • Develop and implement an innovative and robust retention strategy to grow customer numbers and volume. • Manage cross-selling opportunities to improve customer retention and drive referrals. • Manage the Recruitment and Selection process for all new staff and ensure development plans are in place across the whole department. • Performance management of staff to deliver continuous improvement. • Design and deliver best-in-class training programmes for new start induction and agent development. • Create a compelling environment to support Performance and Retention of people. • Innovate with new technology to deliver choice to our customer base on how they communicate with us and constantly strive to find ways to reduce our cost to serve. Skills & Experience • Highly presentable with strong organisational and motivational skills. • Outstanding communication skills with the ability to operate at all levels internally and externally. • Ability to improve standards through effective performance management. • Strong negotiation skills. • Ability to analyse resource levels and optimise capacity without compromising on service quality. • Ability to understand and enhance a complex business model. • Inspirational leadership. • A comprehensive analytical skillset. • Effective stakeholder management. • Previous experience of managing and/or developing a retention strategy and team. • Minimum of 5 years’ experience in a contact centre environment is essential. • Previous experience of operating at a senior management level within a contact centre environment.

Customer Service Advisor (French Speaking)

Didsbury

£21,000 pa

Hours: Shift covers 7 days between 8am and 6pm Job Description: The role: Are you looking for a unique opportunity working for one of the most prestigious luxury brands in the automotive industry, to provide their discerning customers with a premium personal service? As part of our team of highly skilled team of experts you will deliver a truly exceptional service which leaves every customer feeling that nothing is too much trouble. The Role You will develop an exceptional understanding of the range of vehicles and services to fully embrace the brand values so that you can provide the ultimate service to every customer and ensure that their experience goes ‘beyond the car’. You will engage with customers and prospects to gain a full personal understanding of their requirements in a skilful and professional manner in line with our stringent quality standards to deliver a World Class experience. You will also work closely with the dealer network and build professional business relationships that will be pivotal to the quality of service that you provide for customers. Working as part of a dedicated team of service professionals you will handle multiple contacts through a variety of communication channels to provide a truly blended service. In summary you should have/be: • Highly skilled multilingual experts across all communication channels • All specialists language speaker must also be able to communicate in English and Italian across all channels to the required standard • Previous experience of working for a premium brand within an office, retail or hospitality environment • Excellent customer service and prospecting skills with the ability to establish the needs of the customer and develop great customer relationships • A confident and articulate telephone manner in English and your specialist language • Be able to demonstrate strong problem solving capabilities • The ability to empathise and really put yourself in the customer’s shoes • The ability to be a team player • Evidence of a proactive “can do” approach • Excellent planning and organisation skills • Strong administrative skills with a keen eye for detail • A passion for the Automotive world is highly desired Keywords: Multi lingual, French Speaking, Customer Relations, Automotive

Multi-Lingual (French) Customer Relations Specialist

Didsbury

£21,000 pa

The role: Are you looking for a unique opportunity working for one of the most prestigious luxury brands in the automotive industry, to provide their discerning customers with a premium personal service? As part of our team of highly skilled team of experts you will deliver a truly exceptional service which leaves every customer feeling that nothing is too much trouble. The Role You will develop an exceptional understanding of the range of vehicles and services to fully embrace the brand values so that you can provide the ultimate service to every customer and ensure that their experience goes ‘beyond the car’. You will engage with customers and prospects to gain a full personal understanding of their requirements in a skilful and professional manner in line with our stringent quality standards to deliver a World Class experience. You will also work closely with the dealer network and build professional business relationships that will be pivotal to the quality of service that you provide for Bentley customers. Working as part of a dedicated team of service professionals you will handle multiple contacts through a variety of communication channels to provide a truly blended service. In summary you should have/be: • Highly skilled multilingual expert across all communication channels • All specialists language speaker must also be able to communicate in English and French across all channels to the required standard • Previous experience of working for a premium brand within an office, retail or hospitality environment • Excellent customer service and prospecting skills with the ability to establish the needs of the customer and develop great customer relationships • A confident and articulate telephone manner in English and your specialist language • Be able to demonstrate strong problem solving capabilities • The ability to empathise and really put yourself in the customer’s shoes • The ability to be a team player • Evidence of a proactive “can do” approach • Excellent planning and organisation skills • Strong administrative skills with a keen eye for detail • A passion for the Automotive world is highly desired

Customer Service Advisor

Warrington

£16500

We have some exciting opportunities to deliver world class experience for our client. You will be responsible for handling inbound customer service enquiries. You will be dealing with enquiries such as: Billing Enquiries Customer Renewals Cancellation Requests Customer complaints Change of Address Change of Account Details House Moves General Account Enquiries The Role: Working within a lively contact centre, having great conversations with our customers By delivering excellent customer service you will expected to provide a world class service for the customer Using a consultative approach to resolve customer issues Listening and understanding our customers to ensure we deliver a tailored solution Working as part of a team to add value to our business Striving to achieve your personal best through quality targets About You: We are looking for individuals who have a passion for customer service It would be desirable for you to have worked in a regulated/compliance environment You must be a self-motivated, resilient individual, who can adapt within a fast paced environment You will need to be able to evidence 100% commitment to the role Strong written and verbal communication skills are required

Protection Team Leader

Cheshire East

£40,000 - £45,000

Purpose of Role To successfully manage and develop a team of protection advisors to deliver on their KPI’S and increase their skill sets whilst achieving the necessary targets set by your line manager. Responsibilities Conducting Team Briefs / Meetings Side by side coaching. Remote call monitoring and feedback. Developing coaching action plans.. Conducting back to work interviews. Managing team performance. Analysing daily stats. Booking holidays / updating registers. Logging IT and password issues. Completing the leaver’s process. Analysing CMS and staffing data. Prioritisation and time management. The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the role Person specification: Essential Criteria Experience of managing a team in a targeted sales through service environment Experience in customer service, sales or contact centre based roles Excellent oral and written communication skills and attention to detail Computer literate Good communication skills Good organisation skills Team Player Target Driven Sales Orientated Self Motivated Enthusiastic Ambitious