Customer Contact

Operations Trainer

Chester

Up to £25,000 pa

My client is one of the UK’s leading independent holiday cottage rental providers who pride themselves on offering their customers exceptional experiences! The main purpose of the role is to design, deliver and implement bespoke training programs across operational areas, using different training methods and taking into account different learning styles to engage, motivate and meet the training objective. This is a great opportunity to join a vibrant office and your role will include: Delivery of operational training across the Contact Centre via structured workshops Ensuring all training records and systems are updated accurately and maintained Designing and producing training materials for Workshops and E-learning as part of a continuous improvement process. Update quarterly skills refresher training in conjunction with the E-learning Executive The suitable individual for the role will have: Self-motivated with the ability to work on own initiative and prioritise own workload Successful track record of delivering a wide range of training, including technical, system and soft skills Intermediate level in Microsoft Office: Word, Excel, PowerPoint In return for your commitment and dedication to the business you will receive: A basic salary of up to £25,000 Discounts on holidays booked with the business A great opportunity to work with an established business with lots of opportunities!!

Trainee Claims Handler

Milton Keynes

£17,900

Following a full training programme, to be responsible for a portfolio of motor claims, including the assessment, valuing and settlement of the claim To deliver a positive customer experience by communicating with our stakeholders in a helpful, proactive and professional manner To handle and settle claims made upon the Bureau promptly and fairly To process work chronologically and/or in order of priority as advised, and to help out other claims handlers to ensure that this is achieved when necessary To deal with, under the supervision of the Claims Team Manager, all aspects of claims handling including letter writing, telephone contact, diary management, valuation, negotiation and settlement of the following types of claim / loss: Loss or damage to property Straightforward liability Issues Costs - predictable scheme Minor personal injury claims To act within set handling authorities as defined by the Claims Authorities Matrix To ensure that the customer outcome and quality of customer experience is at the heart of the work To complete all necessary elements of the training and development requirements for a Trainee Claims Handler Relationships To have and display excellent, professional working relationships at all levels and set a good example to all staff, visitors and contacts To be clearly recognised as someone who displays a positive attitude to the Bureau, its management and the business rules to which they adhere Skills and knowledge An understanding and application of the MIB agreements and claims handling processes / procedures, gained from experience of working as a Trainee Claims Handler or similar. This should include: Uninsured Drivers Agreement and/or Untraced Drivers Agreement and /or Internal Regulations The Road Traffic Act Article 75 EC Directives To be able to use the AS400 or similar system as well as Microsoft based products To understand and use the expert valuation system within the operating criteria, and fully appreciate the need and benefits of the same An understanding of motor insurance and claims principles in general A basic understanding of the Civil Procedure Rules and MIB stance on litigation Excellent customer service skills with a focus on putting the customer first

Property Specialist

Chester

£16,000 - £17,000

Hours: We are looking for a full time flexible individual who is able to work both evening shifts (8pm) and weekends. (One weekend day every other weekend) Job Description: Are you driven for success in a target originated environment? Are you highly motivated and enthusiastic with a hunger to succeed? Are you able to quickly build rapport and develop long-standing relationships? Are you commercially minded with a passion for property? Do you have excellent written and verbal communication skills? Our main aim and focus is to secure a visit with one of our local property consultants. Making good use of the information gathered you must impress the owner with our knowledge and expertise. About you: You will have proven experience of successfully working to targets in a sales-orientated role and be driven to achieve high performance against targets. You will have excellent communication skills, and an ability to quickly build up a rapport with a new customer. You will be commercially minded, and able to negotiate successfully and have the ability to create detailed, well-written call records. You will work effectively as part of a small, busy team whilst being able to take ownership of your own performance. We'd welcome candidates with a strong geographical knowledge of the UK, and experience from the property sector, but these aren't essential. Essential Experience: Outstanding verbal communication skills Commercially minded and able to negotiate and influence A high performer and proven sales achiever Good standard of written work with accuracy and attention to detail Desirable Experience: Have good geographical knowledge of the UK IT literacy of the following packages; Windows, Word and Excel. Proven ability within a sales environment Confident and able to use initiative Business to business experience desirable but not essential. We are looking for a dynamic, self-motivated person to join our Property Recruitment Team. You will be first point of contact for Potential New Owners looking to put their holiday cottage with an online agency. You will need to wow and excite these Potential New Owners by selling the fantastic benefits of working with us. If you can answer yes to the following questions we would be delighted to hear from you.

Contracts Specialist

Chester

£17,000 - £18,000

On a daily basis you will work through a list of ‘pricing approval’ tasks, which are generated after the Property Consultant has completed their property visit and submitted their report, alongside suggested prices on our internal systems. You will scrutinise the pricing structure and ensure it is accurate by referencing against other properties that we market, having assessed their attributes and performance levels. You will take ownership of each property lead that you have assessed and progress this lead through to the contract signed stage, negotiating with the owner and answering any questions that the owner might have. There may be a need to agree variation to commercial terms and you will be given frameworks to work within under the guidance of the Contracts Team Manager. You will also support other teams within the owners department and business as a whole, exuding professionalism and commercial acumen at all times To provide accurate and optimised pricing structures for the properties that we market. To agree commercial terms and maximise all contract acquisition opportunities. To support teams within the business on price decisions for existing owners to help maximise revenue and reduce churn. Essential Experience: Good numeracy and data interpretation skills Understanding of factors affecting price levels Excellent communication skills (written and verbal) Proven negotiator in difficult situations Commercial awareness (ideally within the holiday lettings or travel and tourism industry) Understanding of browser based IT systems Experience of using MS Office suite (Excel etc) Able to work in a target driven sales environment. Desirable Experience: Data analysis and data interrogation experience Understanding of demand elasticity and revenue management Experience of contract and commercial terms negotiation Ability to liaise with and provide feedback to a field based regional manager team Experience of working within the travel and tourism industry and/or property sectors (e.g. estate agency or residential lettings) Personal Attributes: Hunger to succeed in a sales oriented, target driven environment Excellent written and interpersonal skills and the ability to challenge constructively. Effective team working and the ability to work independently using own initiative. The ability to plan, prioritise and organise own workload. Confident and inspirational team member Excellent interpersonal skills The Contracts Team are responsible for progressing property leads from the ‘site visit’ stage, through to the ‘contract received’ stage in our new owner’s journey, maximising visit to contract conversion rates. You will be responsible for: Assessing and approving pricing proposals as submitted by our Property Consultants Communicating pricing proposals to potential new owners, and negotiating on price levels when required. Liaising with Property Consultants to provide feedback on pricing, and coaching where necessary Diarising follow up calls with owner at appropriate intervals in order to secure a signed contract. Negotiating commercial terms with owners under the guidance of your line manager. You will also be a point of contact for the New Owner Team, who will have queries from existing owners regarding the prices you approved originally. This ensures we give new owners the specialist support they deserve during their nursery period, helping us set up those properties for success and keep ‘churn’ to a minimum. The post holder will be a constant role model for the companies values, and ensure they become a key part of the team giving every potential new owner a ‘World Class Customer Experience’. The role includes identifying, sharing and spreading best practice throughout the business, and demonstrating excellent teamwork.

Customer & Owner Resolutions Specialists

Chester

£18,500

Hours: Mon – Fri 9am – 5.30pm, working one day at the weekend per month. When you work at the weekend you get a day off in lieu Job Description: You will be taking inbound calls and emails, providing a positive and pro-active resolution service for any issues that customers may have before, during or after their holiday experience. This will vary from routine queries to complex issues and complaints and you will need to work with the customer and colleagues across the business to achieve a solution that helps the customer have a great holiday. You will be responsible for managing a caseload of customer contacts, and ensuring customers receive a response within agreed service targets. You will also be responsible for keeping detailed written records of cases, and escalating any high priority cases in line with company policy. About You: You will be a compassionate and customer-orientated team player with a commitment to great service and an ability to "think outside the box" in order to provide a solution. Previous experience in a customer services / customer care role is essential, and you will have a strong track record of successfully resolving complaints using excellent negotiation skills. You will have an excellent eye for detail, fantastic communication skills and an ability to maintain detailed notes on cases. You will be proactive, reliable and have an ability to spot problems to prevent them escalating before they happen. Experience in a sales or cross selling role would be beneficial (but isn't essential) and conflict resolution training or experience would be welcome but is not required. Experience in the travel and/ or property sector would also be helpful, but full training will be provided

On-line Sales and Service Expert/Webchat (Part-time)

Chester

£15,000 - £17,500

Are you a highly motivated sales person? Are you passionate about delivering fantastic service to achieve your goals? Do you thrive on achieving targets for great rewards? Do you feel rewarded with instant feedback from customer? Then we have the PERFECT role for you…! Our client is looking for driven and motivated people to join their Sales and Service Team as a Web Chat Expert. Our client is dedicated to helping their customers find their ideal holidays or ensuring customers are ready to have a great holiday through outstanding service and knowledge, alongside maximising sales for the business. They always go the extra mile for their customers to ensure they stand out from the rest. Roles and Responsibilities: Web Chat Experts handle online enquires from customers who are looking for help and advice in booking their holidays We also help customers who have already booked giving them the perfect holiday experience Liaising with clients to maximise their profits and get the best results for their businesses Convert enquiry calls into bookings by ensuring we get the right Holiday for our customers We are looking for applicants who have a proven record in achieving/exceeding targets in a sales role, as well as having excellent communication skills. We have part time roles available over a 7 day trading week, and both include some evening and weekend work. We are open between 9am-10pm (seasonal hours apply). Due to our business growing we run new induction training courses several times a year, so send us your CV and you could be joining our multi-award winning company!!! Our next induction training starts on the 4th June 2018. Useful things to know The role will be based in Chester with a great benefits package on top of basic salary including: Target based bonus scheme of up to £400 per month pro rota Competitive Salary Discounted holidays for you and your friends and family Full training provided Award winning, innovative, rapidly expanding company with fantastic new offices adjacent to public transport hub Working on a rota basis which is planned 4 weeks in advance so you can plan your work/life balance Private Medical (for you and family) Death in service payment Pension Free worldwide travel insurance (for you and family) Long service awards Wellness extras - free flu jabs, reflexology sessions and fruit available in the office

On-line Sales and Service Expert/Webchat (Full-Time)

Chester

£17,500 plus realistic monthly bonus

Are you a highly motivated sales person? Are you passionate about delivering fantastic service to achieve your goals? Do you thrive on achieving targets for great rewards? Do you feel rewarded with instant feedback from customer? Then we have the PERFECT role for you…! Our client is looking for driven and motivated people to join their Sales and Service Team as a Web Chat Expert. Our client is dedicated to helping their customers find their ideal holidays or ensuring customers are ready to have a great holiday through outstanding service and knowledge, alongside maximising sales for the business. They always go the extra mile for their customers to ensure they stand out from the rest. Roles and Responsibilities: Web Chat Experts handle online enquires from customers who are looking for help and advice in booking their holidays We also help customers who have already booked giving them the perfect holiday experience Liaising with clients to maximise their profits and get the best results for their businesses Convert enquiry calls into bookings by ensuring we get the right Holiday for our customers We are looking for applicants who have a proven record in achieving/exceeding targets in a sales role, as well as having excellent communication skills. We have part time roles available over a 7 day trading week, and both include some evening and weekend work. We are open between 9am-10pm (seasonal hours apply). Due to our business growing we run new induction training courses several times a year, so send us your CV and you could be joining our multi-award winning company!!! Our next induction training starts on the 4th June 2018. Useful things to know The role will be based in Chester with a great benefits package on top of basic salary including: Target based bonus scheme of up to £400 per month pro rota Competitive Salary Discounted holidays for you and your friends and family Full training provided Award winning, innovative, rapidly expanding company with fantastic new offices adjacent to public transport hub Working on a rota basis which is planned 4 weeks in advance so you can plan your work/life balance Private Medical (for you and family) Death in service payment Pension Free worldwide travel insurance (for you and family) Long service awards Wellness extras - free flu jabs, reflexology sessions and fruit available in the office

Customer Resolutions Specialist

Chester

£18,500 - £20,000

You will be responsible for providing great care and service to our holidaymakers and property owners before, during and after their holidays. You will be taking inbound calls and emails, providing a positive and pro-active resolution service for any issues that customers may have before, during or after their holiday. This will vary from routine queries to complex issues and complaints, and you will need to work with the customer and colleagues across the business to achieve a solution that helps the customer have a great holiday. You will be responsible for managing a caseload of customer contacts and ensuring customers receive a response within agreed service targets. You will also be responsible for keeping detailed written records of cases, and escalating any high priority cases in line with company policy. About You You will be a compassionate and customer-orientated team player with a commitment to great service and an ability to "think outside the box" in order to provide a solution. Previous experience in a customer services role is essential, and you will have a strong track record of successfully resolving complaints using excellent negotiation skills. You will have an excellent eye for detail, fantastic communication skills and an ability to maintain detailed notes on cases. You will be proactive, reliable and have an ability to spot problems to prevent them escalating before they happen. Experience in a sales or cross selling role would be beneficial (but isn't essential) and conflict resolution training or experience would be welcome but is not required. Experience in the travel and/or property sector would also be helpful, but full training will be provided. Although we work hard, we also believe in rewarding that hard work. In addition to competitive salaries, we offer a generous benefits package including: 28 days holiday (including bank holidays) Annual bonus scheme Staff pension Private Medical Death in Service payment Enhanced maternity and paternity pay Long service awards - cash payments and increases in holiday allowances Staff discount on cottage holidays Free worldwide travel insurance (including family members) Wellness extras, including free annual flu jabs, reflexology sessions and free fruit supplied in the office

Resource Planning Analyst

Plymouth

N/A

This resource planning analyst role has been created to provide a highly specialised service that brings together information regarding customer demand and resource supply. It is an advisory role that ensures optimum use of time/cost/resource to maximise collections performance whilst identifying potential opportunities for improvement. The main duties and responsibilities of the role are: Collate information from a wide range of sources e.g. operational/specialist teams, and economic and regulatory indicators, together with known historical patterns of customer demand Interprets specialised internal and external data to create customer demand forecasts using dedicated tools Create effective resource and demand plans that take into account all internal and external data, that ensures we can operate effectively and maximise performance Works across the function to ensure that plans align and adhered to Proactively intervenes in the event of issues arising when plans are live and take steps to resolve and reforecast where appropriate Monitors effectiveness of resource and demand plans whilst in operation and applies to future forecasting Engages operation and specialist areas to promote understanding of and buy in to the planning Essential Qualifications and Skills Desired: Highly numerate/strong analytical skills Knowledge of forecasting methodology & regression analysis Good understanding of end to end resource planning methodologies including scheduling Strong stakeholder management & engagement Expert knowledge of Excel

Senior Forecasting Analyst

Manchester

£40,000

My client, a FTSE 250 business, is looking for an engaging senior forecasting analyst to work with an established team and develop processes and planning accuracy. This is an excellent opportunity to work with a fast moving business that will give you the chance to improve the planning function. You will be: Be the lead forecasting analyst for back office activity across the business Identifying and highlight performance/service risks to the operations department Working on a number of high profile businesses. The ideal candidate will: Be an experienced Forecasting Analyst Have a strong working knowledge of Excel as well as Resource Planning software Understand both front and back office planning models This is a great opportunity for a planning manager looking to have more of an impact on an operation or a senior analyst who is ready to move into management.

Head of Continuous Improvement

Manchester

£60,000 – £75,000

My client is looking for a Head of Continuous Improvement to continue embedding a CI Culture across the Service Operations and customer facing operations. This unique role requires the successful candidate to lead, create, deliver, coach, teach, and train in order to roll out and embed continuous improvement expertise. Responsibilities Establish a culture of continuous improvement across the Service Operations. Deliver structured, value adding Six Sigma projects Review cost, quality, productivity, value stream mapping and root cause analysis to identify areas of opportunity for operational improvement and efficiency gain Deliver well executed customer feedback loops and implementation of small change via use of Kaizen techniques Ownership of customer journey management and overall architecture Utilise Lean methodology to eliminate waste driving customer satisfaction, cost reduction, and improved operational performance Skills, Experience & Qualifications Certified Six Sigma Blackbelt or MBB Experience in successful delivery of continuous improvement initiatives Experience in successfully managing and delivering change via proven operational continuous improvement methodologies such as Six Sigma, Lean, Kaizen You must be able to demonstrate exceptional leadership skills and be able to influence at all levels. Previous experience of managing teams and coaching support staff is also essential.

Project Manager

Stockport

£35,000- £40,000

My client is looking for a Project Manager who will be responsible for leading Lean Sigma projects across all functions in the organisation. The successful individual will be responsible for: Identifying the key drivers of cost and waste Identifying income opportunities within the business and exploiting them through their Lean Sigma toolkit to drive additional revenue / income into the business. Mapping all key processes, understand primary metrics and to identify the process capability ratings for each process with identification of areas for improvement to reduce failure rates. Working closely with all levels of internal & external suppliers to ensure that projects are delivered on time, within budget and to the appropriate level of quality. The successful individual will: Lean Six Sigma certified to a minimum standard of Greenbelt with several years’ experience, and expertise in using and coaching others in Lean Six Sigma tools and techniques required to make operational and process improvements. Significant experience of implementing small operational / process changes for the benefit of customers and reducing business costs This is an excellent opportunity to work for an industry leading black belt who will provide outstanding training and development.