Customer Contact Jobs

Digital Manager

Manchester

c. £60,000 + Benefits

We are seeking an innovative Digital Manager to manage the entire on-line proposition for a finance business. Ideally someone with real character and a genuine passion for driving change. Accountable for leading the creation, buy-in and delivery of the digital marketing acquisition strategy allowing the business to achieve defined sales, income and cost targets. Owner of all digital marketing channels including paid and organic search channels, affiliate marketing, display and prospecting, social media. Responsibility for research and definition of potential new and emerging channels. Accountability for budget management across all digital marketing channels including costs relating to performance based activity, agency/supplier retainers and project work. Definition of how budgets can be maximised across all channels and providing reforecasts to Finance on a regular basis. To ensure that all agencies and suppliers and managed within the agreed Supplier Management Framework. Oversight of all regular review meetings, sourcing new suppliers as required and management through the contractual and RFP processes.

Resourcing Planning Director

London

c. £100,000

My client is looking for a Resource Planning Director to manage the planning and implementation of effective agent scheduling for multiple locations to ensure contractual service level and budget goals are achieved. Responsibilities: Manage all performance aspects of a team of workforce analysts. Manages the analysis and forecasting of call volume, AHT, and other inputs on a daily and weekly basis to maximize productivity of the contact centre agent groups. Plan and communicate short-range staffing requirements within the location and/or with other centres to meet contractual obligations and achieve budget expectations. Directs, plans and leads all customer service strategies/objectives, revenue growth and profitability. Works closely with leadership to support existing business and new business acquisition. Responsible for developing and executing critical business strategies designed to improve production and efficiency. Responsible for operation budget. This includes overall profitability of portfolio, revenue enhancement, revenue retention and customer satisfaction as measured by financial scorecard and independent customer satisfaction survey. Skills: Bachelor's Degree or equivalent experience required. Experience in financial services industry. Experience in developing and planning strategies. Exceptional interaction and negotiation skills required.

BI Manager

London

£70,000

My client is looking for a BI Manager to have co-responsibility for helping to set the data strategy and vision for managing the collation of intelligence to empower Operations management level decision making. Responsibilities Responsible for all financial, human, and technical business intelligence gathering in relation to EMEA Operations effectiveness. They will be responsible for Data preparation and presentation and data warehousing design in conjunction with the Operational MI manager Explore and execute all reporting, analytics, data exploration and information delivery pertaining to EMEA operations leadership decision making. Responsible for highlighting key trends and action points through compelling and powerful visualisation and story-telling. Building and socialising intelligence rich opportunities. Drawing out key insights that highlight client and consumer behaviours that can be used to deliver a better experience. Identifying and delivering untapped metrics. Executing a vision for the delivery of information and analytics platforms and solutions to EMEA Operations key stakeholders Transforming EMEA operations into a function that differentiates and competes on data analytics and data intelligence. Skills and education Minimum 5-years of progressive experience in data intelligence related positions, internal call centre or helpdesk. Expertise in SQL and Tableau development and other Database Development Tools Object Relational Database Systems Extensive expertise in data modelling, both logical and physical. Extensive experience in multidimensional data modelling Experience in and understanding of a wide variety of analytical processes Experience with agile software development. A solid understanding of key BI trends. Excellent written and verbal communication skills. Experience managing BI projects Proven ability to complete projects and achieve results in an ambiguous work environment. Proven ability to establish and articulate a vision, set goals, develop and execute strategies, and track and measure results. Proven strong consensus building abilities. Proven skills to work effectively across internal functional areas in ambiguous situations

Customer Experience Manager

London

up to £50,000

My client is looking for a customer experience manager to be responsible for the implementation and execution of the defined Customer. Responsibilities Experience framework, aligned to, partnered with and directed by the EMEA Operations Leadership team sponsor/functional head. Review capture, tracking and effective management of all customer feedback, including but not limited to Net Promotor. Assist in the building, delivery and execution of a defined Customer Experience framework that captures the required business, client, operations and regulatory based requirements to identify feedback, trend analysis, areas for improvement and class leading standards of Customer Experience across all EMEA Operations and GBS Merchant, JV/Alliance activities. Assist in the building, delivery and execution of fit for purpose output that will facilitate trend analysis, coaching across teams or business and JV/Alliance improvements as required Assist in the building, delivery and execution of relevant MI at all levels of activity and for all levels of management and leadership Assist in the investigation, review and delivery of technology based solutions that will drive improved service standards and trend analysis, delivering automation options that remain true to functional purpose and strategy, including reviewing and implementing consistent NPS capture methods Investigate and analyse Customer feedback, including both positive & negative detractors as required by either standard regulations or specific regulations. Feedback and scores will be documented in a database or spreadsheet and presented to the proper management in a timely manner. Must be able to work autonomously within the platforms of Customer Experience management and be accountable for raising risks to the Functional Head. Must be able to identify trends and be able to coach to that trend. May be asked to do one on one training for analysts, as well as train new and existing members of the Operations or business teams. Skills Minimum 5-years of progressive experience in Customer Experience. Educated to minimum ‘A’ level standard or equivalent experience required. Experience leading initiatives, internal & external client facing meetings and presentations, trend analysis, process and risk assessments, monitoring, conducting feedback walkthroughs and framework based assessments/analysis. Experience leading high profile multi-faceted activities, senior level reporting and presentations, and challenge sessions. Experience leading others High level of problem solving skills Able to self-direct work with limited supervision to meet performance requirements. This position requires independent judgment and leadership in making decisions and interacting effectively and positively with all levels of personnel and partners.

Quality Manager

London

£70,000 pa

My client is looking for a Quality Manager to be responsible for the implementation and execution of the defined quality framework, aligned to, partnered with and directed by the Operations Leadership team. Responsibilities: Implementation of framework to review, capture, track and effectively manage all Quality based, telephony and non-telephony activities across an Operations function in a world class. financial technology company with call centre capabilities and contractual client obligations Manage a large defined pool of multi-skilled analysts requiring client based accreditation and calibration Assist in the building, delivery and execution of a defined outcome based framework that the required business, client, operations and regulatory based requirements to identify shortcomings, areas for improvement and class leading standards of quality monitoring across all Operations activities. These will include telephony and non-telephony based activities Assist in the building, delivery and execution of fit for purpose outcome based output that will facilitate coaching or HR process led improvements as required Assist in the building, delivery and execution of relevant MI at all levels of activity and for all levels of management and leadership, clients, Alliances and regulators as required Assist in the investigation, review and delivery of technology based solutions that will drive improved service standards and trend analysis, delivering automation options that remain true to functional purpose and strategy and further embed quality standards and framework Qualifications and skills: Minimum 5-years of progressive experience in Quality related positions, internal call centre or helpdesk and/or financial services industry Educated to minimum ‘A’ level standard or equivalent experience required. Experience leading qualitative assessments, monitoring, conducting walkthroughs and framework based assessments, and controls testing. Experience leading outcome driven activities and challenge sessions Experience leading a dynamic team High level of problem solving skills Experience with advanced quality programs such as Six Sigma. Knowledge of Statistical Analysis, Six Sigma and Total Quality Management principles are preferred

Corporate Tax Manager

London

£55,000 - £65,000

Job Description: An exciting opportunity has arisen at a Top 20 firm of accountants and business advisers for a Corporate Tax Manager to join their growing Tax & Legal department. You will work alongside Partners across the firm, to provide bespoke tax advice to clients. The role is client facing and focuses on advisory work with some compliance. Key responsibilities include: Advising on the operation of Corporation Tax reliefs Performing high level reviews of Corporation Tax computations to identify planning opportunities Advising on international tax principles, such as transfer pricing, the operation of tax treaties, and the mechanics of double tax relief. Structuring corporate transactions such as s.110 reconstructions, statutory demergers and company share repurchases. Advising on EIS and SEIS. Carrying out Taxation Due Diligence for the purpose of acquisition or disposal of companies. Advising on tax matters associated with partnerships and LLP, including the tax implications of those with both corporate and individual members, on their incorporation. Advising on the structure of employment packages Providing advice on stamp duty and SDLT Advising on individual capital gains tax issues Planning for the mitigation of Inheritance Tax, including considering the tax effect of lifetime transfers and the use of trusts. Dealing with enquiries into all aspects of direct taxation The ideal candidate should be client focused with a solid knowledge base and experience of aspects of income tax self-assessment, PAYE and Corporation Tax compliance procedures that will allow them to supervise members of the team who deal with the areas. They should also have an understanding of accountancy principles and be ACA/ACCA and CTA qualified preferably with post qualification experience. 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