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We recruit mid-senior level positions in Contact Centres and Customer Service roles in multiple sectors, including Retail, Financial Services, Outsourcing, Telecoms, Utilities, Gaming, Leisure and Travel. We also offer MERJE Front-Line Talent for multi-channel Contact Centre Agents, Advisors and Team Leaders.
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Mid-Senior level and
Front-Line Customer Contact recruitment
The world of Customer Contact is constantly evolving, as customer service roles move from purely call centre-focused to take advantage of modern technology including webchat, social media and multi-channel solutions.
At MERJE we recruit Mid-Senior-level roles in the Contact Centre area, placing the best leaders and operations-minded specialists into customer-facing environments. We have a large and growing list of organisations that we work closely with in multiple sectors, including:
Job titles that we typically recruit include Contact Centre Director, Head of Resource Planning, Head of Transformation, Client Services Manager, Sales Manager and Account Director.
MERJE Front-Line Talent
MERJE Front-Line Talent matches the market’s best Customer Contact and Call Centre Agents, Operators, Advisors and Team Managers with permanent, temporary and fixed-term roles across many sectors.
Job titles include Front-Line Agent, Team Leader, Complaints Handler, Account Manager, Webchat/Social Media Executive, Bi/Multi-lingual Agent, Market Researcher, Quality Analyst and Resource Planner.
of our senior permanent placements are Director or Head Of Department level
The average salary for a
senior permanent placement is
We cover all sectors, including
Retail, Utilities, Telecomms & Outsourcing
We also have a team dedicated to
Director - Customer Contact
Principal Consultant - MERJE Front-Line Talent
Consultant - Broking & Claims
Senior Resourcer - Customer Contact
Resourcer - MERJE Front-Line Talent
Kristina De Vera Abejuro
Resourcer - MERJE Front-Line Talent
Business Manager - Scotland
about 22 hours ago
£55,000 - £60,000
My client is looking for a Sales Manager to be responsible for creating and managing long term relationships within the UK retailer market. Working collaboratively with Sales, Technology, Customer Services, Marketing, Finance, Compliance and Risk and Credit Risk. Responsibilities ● Identify potential growth opportunities within your territory which would increase profitability and/or reduce retailer risk. ● Conduct detailed discovery, qualification and project status calls with robust summary emails for each prospective opportunity. Ensure the opportunity meets the minimum opportunity requirements ● Create a customer centric proposal utilising the proposal template, incorporate client challenges, the proposed solution while positioning our product portfolio and the customer journey. ● Work with finance to maximise the margin for every opportunity, all proposed commercials must be approved by internal stakeholders before proposing to the retailer. ● Lead negotiation with the retailer to customise the proposal to achieve verbal agreement ensuring the project stays in scope or, if there is a change in scope, it is clearly communicated within the proposal and agreed by all parties. ● Lead negotiation with the retailer to agree contractual terms and conditions resulting in a signed agreement for services and a project term sheet. ● Construct and execute a ‘Plan to Close’ (Implementation Plan), approved by internal stakeholders and the prospect, for all opportunities. Sales Implementation Plan Templates are available for various opportunity types. ● Forecast new and existing retailer origination in your territory on a quarterly basis, taking into account sector seasonality and retailer marketing initiatives, via the excel forecast template. ● Lead communication with retailers within your territory to resolve any outputs from the quality assurance process. ● All activity should be documented in Salesforce.com and Sales tools used to maximum effect e.g LinkedIn Sales Navigator and sales templates. Experience & Skills ●You have demonstrable experience creating and maintaining technical and commercial partnerships with retailers in the ecommerce market. ●Ability to ramp up quickly with positioning and internal processes while understanding the evolving fintech landscape and FCA regulations. ●You have the ability to identify opportunities, nurture the right connections and execute a way into a prospective account. ●You are adept at using a consultative sales approach and have a demonstrable track record of enterprise sales. ●You know how to manage multi-layered relationships across a business. ●Experience managing many complex projects concurrently while delivering timely results / impact under tight timelines. ●Comfortable in a fast paced environment with an ability to think analytically under time pressure ●Able to engage stakeholders and guide them through a project from conception to implementation. ●Excellent business analysis and problem-solving skills. ●Excellent oral and written communication skills with the ability to construct business plans/proposals that clearly display value and illustrate risk reduction for all parties. Proficient Salesforce.com and MS Office user.
7 days ago
£60,000 - £65,000
My client is looking for a Training Manager to create an industry leading Operational Training Framework and content. Designing and delivering training to equip operational employees with the necessary skills and knowledge to meet customer expectations, as well as upskilling the team of Operational Trainers to manage this going forward. Responsibilities Create training packages suitable for colleagues and third-party Partners in varying roles with differing levels of experience. Understand the desired business and customer outcomes for operational areas to support with on boarding, up skilling, and ongoing competence on each operational area. Review current customised in-house operational training courses materials where attention is needed to ensure all customised materials are aligned to operational training framework. Provide recommendations that will provide the best learner experience in the contact centre environment and can be adapted to different colleagues’ current skills and experience. Project manage the instructional design process to completion for all operational learning programmes and maintain instructional integrity through the implementation and review of formal evaluation methods. Develop new operational training courses to ensure the learning process is experiential and interactive for smooth task execution. Deliver blended operational training modules, including individual and group classroom environments, and utilising creative and engaging methods of delivery to maximise motivation and compliance of operational colleagues. Skills & Experience Strong background in training programme development and design within a Customer Services environment. Experience and expertise in instructional analysis, design and development that incorporates various media Exceptional presentation and communication skills. Excellent feedback and coaching skills. Flexibility and ability to work in a fast paced and changing environment. Ability to quickly absorb and process new information, translating this into engaging training material. Highly proficient with interactive training software such as Litmos, Articulate, MindFlash etc, along with excellent PowerPoint skills
14 days ago
Manager – Banking
Key Responsibilities: Advising clients on the design and implementation on large scale, complex remediation programmes. Leading engagements (which might include multi-disciplinary engagements), which would typically include gap analysis, transformational support, remediation and training. Managing these engagements individually or as part of an engagement team. Developing and maintaining strong relationships with KPMG colleagues and with clients. Playing a role in business development for the Regulatory Team and wider business, which might include assisting in the building of propositions and taking these to market as well as identifying opportunities for on-sell from existing client engagements. Playing a role in research, insight development and knowledge management. Essential Criteria: Extensive Knowledge of the Banking and Insurance sector is important, and knowledge of the investment and fund management, and pensions sectors is useful but not essential. Knowledge of the regulatory requirements on corporate governance, assurance frameworks, organisational systems/controls and key customer interfaces. Industry recognised qualification. (e.g. DipFA, CeMAP, CISI, FPC, IMC, CFA etc.) desirable but not essential Networking, influencing and stakeholder management. Confident and highly motivated individual. Flexibility to work across the UK (and internationally) where required. Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.
19 days ago
Outbound Sales Manager
£45,000 - £55,000
My client is looking for an outbound sales manager to deliver business growth results both in New Business and Renewals through a high impact Outbound team and enhanced dialler tooling whilst ensuring that customers receive an efficient, compliant and high valued service both in advised and no advised sales frame-works. Responsibilities Ensure a compliant customer centric culture is embedded with the department whereby colleagues understand and carry out their regulatory responsibilities. Direct line management of blended sales and service outbound campaigns, processes and implementation of improved approaches supported by enhanced dialler capability. Understand the importance of data enriched campaigns with a view to improve both efficiency levels and outbound dialling results. Creation of plans and schedules in order to accomplish business and team targets alongside ensuring all tasks and customer’s needs are being met. Cooperation with the customer contact centre and provision of advice in sales related feedback alongside ensuring all customer journeys are seamless. Create a sale through service culture to improve overall capability and performance Recruit and develop a strong, high performing team providing effective talent, succession planning and performance management. Lead and implement change programmes to achieve commitment and ownership to future organisational development. To ensure that the team adhere to company and FCA procedures Ensure team leaders are experts, knowledgeable and professional so as to ensure a fair and highly valued service is delivered. Influence and actively participate in the formulation of strategy, policy and procedures and budgets. To be an expert in the all dialler driven campaigns working with internal stakeholders to deliver results as well as offshore suppliers, partners and brokers. To implement a culture of continuous improvement within the team to ensure any barriers to excellent customer experience are flagged. Qualifications, Skills & Experience Ideally qualified to a 2:1 standard (or above) or significant workplace experience in an operational management role. At least 5 years’ experience in a financial services organisation or customer environment. Proven track record in sales/customer services/claims/target focussed outbound contact centre environments. Foundation Insurance Test (FIT) Appropriate knowledge of relevant legislation Market, risk and business awareness Good knowledge of people management practices and procedures Knowledge of budget processes High degree of knowledge of products, procedures and services. Awareness to technical standards
22 days ago
Insurance Account Handler
Do you have a minimum 2 years’ experience handling Private clients / Personal Lines? Are you qualified to Cert CII or are happy to be trained to this qualification? Your new role: Administration of clients’ insurance requirements on a daily basis including general enquiries, renewals, mid-term adjustments, obtaining quotations, closing sales, invoicing of premiums, cross-sales. Provision of high-level professional advice to clients Key Responsibilities: Assist in achieving Group/Division client retention targets by providing an excellent level of service. Liaise effectively with the Account Executive to ensure an appropriate strategy for renewal, attend client meetings as necessary and action meeting points (if applicable). Undertake market exercise to establish most competitive terms available. Obtain renewal terms and present to client. Issue renewal documentation in line with contract certainty. Ensure premiums are collected prior to the commencement of cover Prioritise and handle all work promptly and accurately. Handle all queries, whether written or by telephone, in a professional manner and process effectively in line with service standards. Record all relevant information, correspondence and documentation on Acturis and make effective use of the diary system. Process adjustments in line with procedures, including notification to insurers, issue of revised documentation, and collection of additional premium. Actively cross-sell products from other Divisions. Refer all queries that fall outside own experience, knowledge and authority to senior staff. Liaise with and assist other branches and Group Resources as necessary. Knowledge: Working knowledge of all the main classes of General Insurance and the CII’s Code of Ethics and GDPR. Working knowledge of client product range, policy wordings and service standards. Responsibility for own personal development and for keeping own knowledge up to date by the use of e-learning, in-house courses, and studying for professional qualifications in order to gain the required CPD points. Skills: Good level of technical insurance skills, to be assessed by regular in-house testing. Accuracy and attention to detail. Ability to process work quickly and efficiently. Ability to prioritise work and meet deadlines. Excellent client service skills. Good negotiation and broking skills. Excellent oral and written communication skills. Ability to gather and analyse information from the client. Ability to identify and respond appropriately to an individual client’s level of understanding. Ability to persuade and influence others Please note, should you not receive feedback within 28 days, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.
27 days ago
Customer Experience Manager
£50,000 - £55,000
My client is looking for a Customer Experience Manager to act as the voice of the Customer for the business. Responsible for defining the Customer Experience strategy, generating actionable insight and improving Customer experience deliver. Responsibilities Defining the Customer Experience strategy. Prioritising the wants and needs for each Customer group so the business clearly understands the core requirements to meet Customer expectations. Delivering actionable insights from multiple sources of operational and customer data in order to drive business decision making and help prioritise Business Improvement activity. Accountable for the Customer Experience measurement approach, execution and any 3rd Party relationships Working with cross functional Teams (including Business Improvement and e2e work streams) to ensure measures are embedded for each Customer journey. Work across the business with stakeholders to ensure action plans and accountable remedial activities are owned, understood and progressed Forecasting and tracking the Customer Experience impact of changes deployed- some of which the role holder will be directly responsible for. To ensure engagement with all major projects/programmes and that the Customer impact is clearly defined. Skills and Experience Degree qualified, with 5+ years of CEX experience Results orientated with clear evidence of delivering step-change improvements to customer satisfaction Ability to assimilate fact-based evidence and recommendations into effective outputs and presentations Good working experience of CEX insight practices Exceptional presentation and facilitation skills with the ability guide colleagues at all levels across the organisation Ability to multitask and work well under pressure in a fast-paced team. Able to adapt to change and prioritise competing deadlines Excellent communication and stakeholder management experience- this will include delivering comms/sessions to large groups of people Display excellent analytical and an informed, evidence-based approach; expert in analytical methodologies Ability to develop a rapid and deep understanding of the business and customer journeys Ability to present complex information in a straightforward manner to allow for decision making Lean Six Sigma Green Belt or LCS 2a/2b Experience in developing companywide Customer Experience strategies and programmes Utilities background
28 days ago
Process Improvement manager
£40,000 - £42,000
My client is looking for a process improvement manager to define drive delivery of projects within the Member Experience Programme which deliver the objectives of the Programme. Responsibilities include: To work across the business to publicise and build engagement in continuous improvement of the Member Experience, modelling best practice process improvement techniques. Lead in the analysis, design, development and implementation of new service delivery models, business processes, organisational designs and work environments to improve services. Work across the organisation in a cross functional capacity with accountability for the development of end to end member Identify and drive improvements and business change. Contribute to the development of longer term strategy and hold core responsibility for the production of key business cases for approval. Skills and Experience Extensive experience in re-engineering business processes and customer journeys. A proven track record in driving tangible business process enhancements and continuous improvement in customer facing and back office operations. Highly adept at analysing and subsequently presenting information, aimed at a variety of audiences including Board/SE. Excellent communicator with ability to run workshops, present to large groups and work strategically with Senior Management. Proven skills in problem solving and analysis, both at a strategic and operational level, undertaking research to inform new process design. Demonstrable experience in Project/Change Management.
30 days ago
Operational Excellence Manager
£50,000 - £53,000
My client is looking for Operational Excellence Manager to solve business problems and make better experiences for our customers and operations teams. Responsibilities You’ll delve into complex data and process improvement methodologies through: Driving change within the Operations teams to make better experiences for our customers Prioritising changes with most business value and deliver on them Demonstrating leadership skills and supporting the Operations team’s vision, to eliminate errors and reduce costs Constantly develop your personal tool-kit of process improvement techniques, and actively share learnings across the team Collaborating with process owners and different teams to develop effective processes Supporting projects by partnering with technology and suppliers to ensure processes are efficient and focus on key business objectives Analysing and improving existing processes to ensure consistently great customer outcomes Ensuring that processes are in compliance with regulations and ensuring documentation is relevant and updated Reviewing processes end-to-end, through the eye of the business, customers and other key stakeholders, and introducing innovation into the process with impactful results knowledge, experience and qualifications you need: Great attention to detail to understand key operational processes, systems and technology Experience of using LEAN or Six Sigma methodology Ability to work cross-functionally with lots of stakeholders to drive critical business decisions A drive for continued learning through training opportunities and knowledge sharing to develop innovative solutions. A good decision maker, able to bring a healthy, balanced approach to business with a strong customer focus
about 1 month ago
£40,000 - £45,000
Job Description: My client is looking for an Account Manager to be responsible for managing and developing long-term client relationships and acting as conduit between the client and internal teams to ensure the timely, smooth running and successful delivery of solutions, according to client’s needs. Working closely with the Commercial and Marketing Divisions, the Account Manager maintains accountability for client satisfaction, account revenue growth and leadership on assigned accounts. Responsibilities Managing one or two key client accounts. Attending regular client meetings and delivering presentations with good appreciation of creative and technical implications. Working closely with the Head of Client Services and the Change Management teams to manage work and liaising with the Creative and Development teams regarding delivery. Analysing, interpreting and presenting results of solutions in line with client KPIs and objectives. Working closely with the Commercial, Marketing and Product Directors in order to cultivate long-lasting relationships, identifying opportunities for growth within existing client accounts, and presenting/positioning new ideas to clients on an on-going basis. Communicating clearly the progress of monthly/quarterly initiatives to internal and external stakeholders Assisting the team with high severity requests or issue escalations as needed and showing to clients with confidence the company’s expertise and track record. Working with the customer service team to raise, track and resolve customer service issues in a timely and professional manner. Skills & Experience The ability to work with internal and external stakeholders at senior levels Excellent written and verbal communication skills Analytical with the ability to translate analysis into actionable objectives and results The ability to recognise critical versus non-critical issues Excellent organisational skills with the ability to work to deadlines Self-motivated, results oriented, hands on, enthusiastic and a team player
The difference between MERJE and other agencies is the simple principle that they take the candidates seriously and are absolutely open and honest. Candidates are supported before and after interviews, and receive constructive feedback from Consultants who are always professional.
Process Improvement Manager, Global Financial Services Organisation