 |
| Job Title |
|
MI Analyst |
| Salary/rate |
|
£28000/annum + bens |
| Location |
|
West Midlands, West Midlands |
| Job Number |
|
116130997 |
| Posted |
|
22/05/2012 (16:36) |
| Agency/Employer |
|
Cactus |
Description
|
|
We are seeking an experienced MI Analyst to join a leading specialist European organisation. You will have strong analytical skills balanced with an operational communication style.
Company Information:
You will provide specialist advice, detailed analysis on various depts. across the business i.e. Operations, Finance, HR. The individual is a subject matter expert in the field of MI Reporting & Analysis within a contact centre arena.
About the Role:
Communicate effectively to internal & external customers at all business levels.
Develop and nurture long term relationships with key Business stakeholders.
Track and manage issues accordingly, identifying mitigating actions where appropriate.
Maintaining governance for the development lifecycle, through adherence to controls.
Develop and deliver MI solutions in line with business requirements and principles to agreed time, cost & quality criteria.
Provide 24/7 uptime for all MI services
Required Skills and Experience:
Contact Centre Experience
SQL 2005/2008 administration, development and tuning – including security, backup/recovery, monitoring, optimisation, tuning, design and database availability.
SQL 2005/2008 – Data structures and data modelling using SSIS and SSAS.
Report Authoring – SQL Reporting Services and SQL Analysis Services.
T-SQL
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
|
| Job Type |
|
Permanent |
| Contract Length |
|
N/A |
| Start Date |
|
|
| Contact Details |
|
 |
|
|
|
|
|
| Job Title |
|
Business Development Director |
| Salary/rate |
|
£50000/annum + extensive commission + bonus stru |
| Location |
|
North West, North West |
| Job Number |
|
118454841 |
| Posted |
|
22/05/2012 (16:31) |
| Agency/Employer |
|
Cactus |
| Description
|
|
The Business Development Director will acquire new national accounts through proactive prospecting effectively with both current business accounts and new prospects. Leading and motivating the Business Development team in identifying, driving and securing new business to ensure profitable growth
Company Information:
A very exciting opportunity for an experienced business development professional to join a leading business based in the North West.
About the Role:
Fully understand company’s wider service offerings and match them to client needs – developing and implementing client solutions
Identify client needs and decision makers
Respond to client / prospect requirements formulated in RFP’s
Responsible for sourcing new business within the UK
To generate own new leads as well as managing the leads provided to generate new clients
Attend and lead team meetings reviewing performance against the business objectives
Conduct project negotiation with client
Close contracts
On-going relationship maintenance and further opportunity development
Required Skills and Experience:
MUST have previous experience within the contact centre arena
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
|
| Job Type |
|
Permanent |
| Contract Length |
|
N/A |
| Start Date |
|
|
| Contact Details |
|
|
|
|
|
|
|
| Job Title |
|
Global Director of Offshore Operations |
| Salary/rate |
|
£100000/annum + 20% bonus + bens |
| Location |
|
Manila, Non UK |
| Job Number |
|
116130994 |
| Posted |
|
22/05/2012 (16:26) |
| Agency/Employer |
|
Cactus |
| Description
|
|
Leading large scale improvements across 500 FTE in Manila
Company Information:
An outsourced contact centre covering the USA and the UK Financial customer services operations
About the Role:
Carte blanche to reengineer this entire site creating vast improvements to Cost Efficiency, Employee Moral, Process Improvements, etc. This is a big role which combines operations in the UK as well as the USA.
We are searching for a Very Experienced, High Profile, Heavy Hitter to bring this about this crucial change to operations.
Developing strong Outsource Operational Managers
Transforming Offshore Operations / Process / Quality / adherence / Attitude
Instilling offshore Operational discipline & practices once and for all
Required Skills and Experience:
Must of run outsourced call centres and have strong experience in banking or credit card services
Must be familiar with financial services regulatory and compliance requirements and framework for reporting
Must have Complaints Experience, Sales Experience as well Service experience. Collections experience would also be beneficial
Must be able to work at senior level in the clients business must be a stronger operator than our client head of operations ie stronger than Heads of UK and US Operations.
Must be willing to travel and work at pace
Need a strong leader:
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
|
| Job Type |
|
Permanent |
| Contract Length |
|
N/A |
| Start Date |
|
|
| Contact Details |
|
|
|
|
|
|
|
| Job Title |
|
Director of Claims & Customer Service |
| Salary/rate |
|
£95000/annum + 25% bonus + car + bens |
| Location |
|
North West |
| Job Number |
|
101346861 |
| Posted |
|
22/05/2012 (16:16) |
| Agency/Employer |
|
Cactus |
| Description
|
|
As the Director of Claims and Customer Service for this large, highly successful organisation, your responsibility will be to lead, motivate and engage the Senior Claims and Customer Service Management teams for this multi-sited business to deliver key accountabilities and provide excellent service to B2B and B2C Customers.
You will proactively participate in setting the overall strategic Claims and Customer Service initiatives, implementing agreed plans to optimise the efficiency and performance of the operation to deliver agreed objectives, with focus on the customer experience. Offering strategic support to the Senior Management Team you will instil a culture of performance management, continuous improvement and people engagement, whilst ensuring consistency with goals, values and objectives.
Treating Customers Fairly (TCF) is an intrinsic part of the organisations culture by identifying, monitoring and managing any risks within the business.
Key Responsibilities:
With overall all operational responsibility for the claims and customer service units you will lead and deliver on all project areas with overall focus being on the customer journey
Reporting to the board act as an interface between Business Transformation / Project and Programme Management, Operations Managers and support functions.
Lead operational project management.
Represent at cross functional Business meetings and workshops both internally and externally.
Evaluate the implementation of the department efficiencies ensuring sustainability through any business/process transformation.
To share operational best practice and delivery recommendations company wide and with clients.
To work closely with the Operation ensuring the Consumer is at the heart of everything you do through agreeing on-going strategic review and improvement for the effective design, delivery and evaluation of a highly efficient claims management process
To fully comply and remain conversant with all legislative requirements including, but not limited to, the Data Protection Act and Financial Services Authority (FSA) Regulations.
|
| Job Type |
|
Permanent |
| Contract Length |
|
N/A |
| Start Date |
|
|
| Contact Details |
|
|
|
|
|
|
|
| Job Title |
|
MI Manager |
| Salary/rate |
|
£35000/annum + bonus + bens |
| Location |
|
South Coast, South East |
| Job Number |
|
116130947 |
| Posted |
|
17/05/2012 (17:05) |
| Agency/Employer |
|
Cactus |
| Description
|
|
Our client, a rapidly growing consumer services organisation has the requirement for an exceptional Contact Centre MI Manager for it’ rapidly growing Contact Centre based on the South Coast.
The MI Manager is responsible for overall performance of designing, improving and maintaining MI to enable delivery of insight that delivers knowledge and understanding across all solutions and capabilities.
Key requirements for a successful application:
Experienced in leading and managing technical teams
Experience working in a Call / Contact Centre environment
Proven experience of managing and influencing stakeholders and suppliers
Experienced in Project Management
Passionate about data and statistical modelling, and how this contributes to the business
Able to present complex analytical concepts to all levels of the business.
Experience / Exposure to SQL and / or SAS
Key Accountabilities:
The production of Management Information in a manner consistent with the companies processes
Translates complex data and analysis into an easily understood format ensuring it is suitable across a wide and diverse audience
Build high-level, summary or simplified information into detailed understanding
Produce accurate documentation, specifications, needs analysis, etc. at established standards
Key duties:
Manage and lead the Operations MI team, developing and implementing appropriate business processes, reports, disciplines and schedules that deliver an holistic review of results, trends, and industry benchmarking.
Lead the development of reporting ensuring it aligns with the operational strategy and department objectives
Develop and implement a prioritisation model to successfully manage workflow and deliver reporting and projects into the department.
Work closely with senior managers across this business and others to understand the global strategy and incorporate it into MI development
Utilise experience and expertise to provide insight and actionable recommendations for senior leaders within the business
This is an exceptional role for a gifted individual to join a progressive organisation.
|
| Job Type |
|
Permanent |
| Contract Length |
|
N/A |
| Start Date |
|
|
| Contact Details |
|
|
|
|
|
|
|
| Job Title |
|
Sales Team Leader |
| Salary/rate |
|
£28000 - £32000/annum + bonus + fantastic bens |
| Location |
|
North West, North West |
| Job Number |
|
118454019 |
| Posted |
|
17/05/2012 (15:24) |
| Agency/Employer |
|
Cactus |
| Description
|
|
We have been approached by one of the world’s largest and most prestigious businesses to offer an incredibly exciting opportunity to a number of Team Leaders in the North West region. This is a once-in-a-lifetime chance to create your own role, your own team, and your own career with spectacular progression opportunities in a market-leading, unrivalled and frankly fantastic brand.
We require proven Team Leaders with the passion, drive and motivation to help create a brand new contact centre from the bottom up – including recruiting, selecting and managing your own team from Day 1. You’ll be an inspiring leader who thrives on a challenge, with experience in either Sales, Customer Service or Retentions, who can perform front line leadership by providing excellent support to your advisors, who will be handling inbound customer service and retention enquiries.
About the Role:
This position will be to manage a team of front line staff - motivating, coaching and leading the team to assist them to effectively resolve issues and identify sales opportunities. You will be:
• Conducting appraisals to identify any training areas and development plans
• Coaching and training individuals on a 1:1 and group basis
• Ensuring agents are working within company policy and industry regulations
• Setting and meeting KPI’s and SLA’s, incentivising and driving all performance areas
• Managing and provide effective support to a team of advisors
• Ensuring all KPI’s are adhered to within the companies levels of service
• Motivating and incentivising your team to positively resolve customer enquiries and proactively encourage the cross sale of products.
Required Skills and Experience:
The successful person for this role will have previously worked within a management position within a contact centre environment with a strong emphasis on customer service. You’ll have the following:
• Experience of leading and developing a team within a challenging contact centre sales through service environment
• Experience of working within a customer focused environment with elements of cross selling of products
• A strong team ethos and great communication skills
• A results driven mindset, motivated to achieve and exceed.
This genuinely is an exciting opportunity for a driven Team Leader ready to take the next step up into a career without a ‘glass ceiling’ – there are no boundaries to this role.
If you’re excited by a challenge, motivated to succeed, and ready to take the next step in your career, this is an excellent role for you – and we’d love to hear from you!
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
|
| Job Type |
|
Permanent |
| Contract Length |
|
N/A |
| Start Date |
|
|
| Contact Details |
|
|
|
|
|
|
|
| Job Title |
|
Customer Service Team Leader |
| Salary/rate |
|
£30000 - £32000/annum + bonus + fantastic bens |
| Location |
|
North West, North West |
| Job Number |
|
116130945 |
| Posted |
|
17/05/2012 (15:20) |
| Agency/Employer |
|
Cactus |
| Description
|
|
We have been approached by one of the world’s largest and most prestigious businesses to offer an incredibly exciting opportunity to a number of Team Leaders in the North West region. This is a once-in-a-lifetime chance to create your own role, your own team, and your own career with spectacular progression opportunities in a market-leading, unrivalled and frankly fantastic brand.
We require proven Team Leaders with the passion, drive and motivation to help create a brand new contact centre from the bottom up – including recruiting, selecting and managing your own team from Day 1. You’ll be an inspiring leader who thrives on a challenge, with experience in either Sales, Customer Service or Retentions, who can perform front line leadership by providing excellent support to your advisors, who will be handling inbound customer service and retention enquiries.
About the Role:
This position will be to manage a team of front line staff - motivating, coaching and leading the team to assist them to effectively resolve issues and identify sales opportunities. You will be:
• Conducting appraisals to identify any training areas and development plans
• Coaching and training individuals on a 1:1 and group basis
• Ensuring agents are working within company policy and industry regulations
• Setting and meeting KPI’s and SLA’s, incentivising and driving all performance areas
• Managing and provide effective support to a team of advisors
• Ensuring all KPI’s are adhered to within the companies levels of service
• Motivating and incentivising your team to positively resolve customer enquiries and proactively encourage the cross sale of products.
Required Skills and Experience:
The successful person for this role will have previously worked within a management position within a contact centre environment with a strong emphasis on customer service. You’ll have the following:
• Experience of leading and developing a team within a challenging contact centre sales through service environment
• Experience of working within a customer focused environment with elements of cross selling of products
• A strong team ethos and great communication skills
• A results driven mindset, motivated to achieve and exceed.
This genuinely is an exciting opportunity for a driven Team Leader ready to take the next step up into a career without a ‘glass ceiling’ – there are no boundaries to this role.
If you’re excited by a challenge, motivated to succeed, and ready to take the next step in your career, this is an excellent role for you – and we’d love to hear from you!
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
|
| Job Type |
|
Permanent |
| Contract Length |
|
N/A |
| Start Date |
|
|
| Contact Details |
|
|
|
|
|
|
|
| Job Title |
|
Collections Trainer |
| Salary/rate |
|
£35000/annum + bens |
| Location |
|
Yorkshire, North East |
| Job Number |
|
116130944 |
| Posted |
|
17/05/2012 (15:07) |
| Agency/Employer |
|
Cactus |
| Description
|
|
Cactus Search is looking to recruit an exceptional Collections Trainer. You will need to design and develop all training material for current/ new FTE within a call centre environment.
The successful applicant needs to be able to demonstrate experience and in-depth knowledge of how contact centre’s operate.
Company Information:
A company looking at a significant growth throughout this year is looking for a strong and ambitious Collections Trainer to add to their already forward thinking organisation.
About the Role:
Design and deliver Collections training and assist in development to a Call Centre FTE and Team Leaders
Create and evaluate current and future training and development solutions to meet individual and business objectives including setting up an academy.
Design, implement and monitor training sessions
Provide product knowledge, Collections skills and customer service training to FTE
Assist in recruitment if necessary
Induct and train new starters
Carry out assessments, 1-2-1 and review performance
Hold disciplinary meetings when necessary
Required Skills and Experience:
CIPD qualification of benefit
Previous experience of Collections/ Customer Service training, coaching and mentoring
Experience in a customer/client focused environment
Proven experience in a similar training role
Practical experience in the full training cycle is desirable
Experience in B2B and B2C markets of benefit
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
|
| Job Type |
|
Permanent |
| Contract Length |
|
N/A |
| Start Date |
|
|
| Contact Details |
|
|
|
|
|
|
|
| Job Title |
|
Contact Centre Site Manager |
| Salary/rate |
|
£60000 - £75000/annum EURO + relocation package |
| Location |
|
Southern Ireland, Non UK |
| Job Number |
|
116130936 |
| Posted |
|
16/05/2012 (17:04) |
| Agency/Employer |
|
Cactus |
| Description
|
|
You will drive improvements in revenue and profitability and develop a centre of excellence and introduce quality initiatives so that further improvements are made.
About the Role:
Manage the implementation of the operational plan ensuring budgets / forecasts from a P&L perspective.
Manage the day-to-day delivery of service to KPIs are met or exceeded.
Champion the company values: transparency, integrity, people centricity, teamwork, respect and fun; and develop relationships with offshore colleagues to provide a seamless service.
Work closely with the HR Manager and their team to deliver resource requirements in line with contractual requirements and achieve internal revenue / profit targets; and staff attendance and related objectives.
Implement the staff training, development and performance programme and ensure that the process and milestones are adhered to; so that we may optimise performance and help our staff reach their full potential.
Manage performance of direct reports against agreed goals for both results and behaviors, and review performance regularly.
Required Skills and Experience:
Line management / contact centre experience of 200+ staff.
Commercial awareness and successful financial / budget management.
Best practice customer service / contact centre experience and delivering high quality results within blue chip organisations.
Knowledge of solution design process, procedures and operating models would be beneficial
Demonstrable track record in driving the best out of people whilst at the same time managing to agreed / business deadlines and targets.
Conversant with contact centre technology.
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
|
| Job Type |
|
Permanent |
| Contract Length |
|
N/A |
| Start Date |
|
|
| Contact Details |
|
|
|
|
|
|
|
| Job Title |
|
Dialler Manager |
| Salary/rate |
|
£300 - £400/day |
| Location |
|
UK, UK |
| Job Number |
|
116130907 |
| Posted |
|
14/05/2012 (16:47) |
| Agency/Employer |
|
Cactus |
| Description
|
|
We are seeking an experienced Dialler Manager to drive the most efficient and effective utilisation of data and resource to drive customer contact acquisitions. The successful applicant will have extensive knowledge and experience of delivering within a multisite operations as well as leading and developing an already established team.
Company Information:
About the Role:
Facilitate the optimum performance of the dialler
To ensure data is always available, encouraging the team to work closely with the Operations Managers to continually improve the process of data loading, selection, targeting and forecasting. Liaise with the CRM team to ensure complete consistency in data supply, tracking and forecasting.
Managing a Dialler across a multi-site operation
To promote and co-ordinate a wide range of client campaigns to achieve maximum impact through dialler activity
In conjunction Senior Managers, plan the forthcoming campaign activity.
Constantly analyse, publish and communicated campaign and agent performance to identify opportunities to increase contact rates, sales and programme efficiencies
Ensure that deadlines for reporting are met and that the reports are accurate and presented to the highest standards
Required Skills and Experience:
Experience of the Aspect software would be highly desirable
An analytical and strategic thinker who is able to manage relationships at various levels
Experienced and highly knowledgeable of managing a multi-site operation
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
|
| Job Type |
|
Permanent |
| Contract Length |
|
N/A |
| Start Date |
|
|
| Contact Details |
|
|
|
|
|
|
|
| Job Title |
|
Team Leader |
| Salary/rate |
|
£30000/annum |
| Location |
|
North West, North West |
| Job Number |
|
116130905 |
| Posted |
|
14/05/2012 (16:41) |
| Agency/Employer |
|
Cactus |
| Description
|
|
Our client, an ever expandingglobal business are currently looking for a proven Team Manager to join their highly successful team. The successful candidate will perform front line leadership providing excellent support to the advisors handling the inbound enquiries.
About the Role:
This position will be to manage a team of front line staff - motivating, coaching and leading the team to assist them to effectively resolve issues and identify sales opportunities. The key responsibilities will include:
Conducting appraisals to identify any training areas and development plans
Coaching and training individuals on a 1:1 and group basis
Ensure agents are working within company policy and industry regulations
Setting and meeting KPI’s and SLA’s, incentivising and driving all performance areas
Manage and provide effective support to a team of advisors
Ensure all KPI’s are adhered to within the companies levels of service
Motivate the team to positively resolve customer enquiries and encourage the cross sale of products.
Required Skills and Experience:
The successful person for this role will have previously worked within a management position within a contact centre environment with a strong emphasis on customer service. You will have the following experience:
Experience of leading and developing a team within a challenging contact centre environment
Experience of working within a customer focused environment with elements of cross selling of products
Strong team ethos and great communication skills
Results driven and motivated to achieve and exceed
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
|
| Job Type |
|
Permanent |
| Contract Length |
|
N/A |
| Start Date |
|
|
| Contact Details |
|
|
|
|
|
|
|
| Job Title |
|
Quality & Assurance Manager |
| Salary/rate |
|
£25000 - £30000/annum + bens |
| Location |
|
North West, North West |
| Job Number |
|
116130863 |
| Posted |
|
11/05/2012 (10:57) |
| Agency/Employer |
|
Cactus |
| Description
|
|
The successful candidate will be required to oversee the day to day operational delivery and co-ordination of Quality Assurance for the given site. You will be working alongside the Risk and Compliance team to ensure that the given campaign delivers on all service level agreement and policy areas.
Company Information:
A leading ‘Best in Class’ organisation with a global presence, who’s success has been built on a clear and defined Customer Strategy, which is typified by their technology driven, multi-channel Contact Centre operations and their commitment to delivery superior customer services and Continuous Improvement throughout their business.
About the Role:
Responsible for leading and developing the Quality and Assurance team – quality coaches and advisors
Provide full support to key business department and business leads - including HR, Team Leaders, Contact Centre Managers and Risk and Compliance to ensure all policy areas and quality areas are being delivered
Day to day operational delivery of the team including daily performance, reviews and targets, team output
Support the Head of Quality Assurance and Compliance in driving the operational plan for the centre to ensure delivery
Working in partnership with key business stake holders to ensure delivery of operational and campaign needs
Responsible for weekly compliance checks and the creation of reports for management review, including any recommendations to improving performance
Required Skills and Experience:
MUST have experience of working within a Quality and Compliance role within a contact centre environment
Experience of people management and development
A strong communicator who can liaise confidently across a number of departments
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
|
| Job Type |
|
Permanent |
| Contract Length |
|
N/A |
| Start Date |
|
|
| Contact Details |
|
|
|
|
|
|
|
| Job Title |
|
Contact Centre Team Leader |
| Salary/rate |
|
£18000 - £25000/annum |
| Location |
|
West Midlands, West Midlands |
| Job Number |
|
116130838 |
| Posted |
|
09/05/2012 (15:51) |
| Agency/Employer |
|
Cactus |
| Description
|
|
A highly regarded global financial services organisation currently require an experienced training and development expert to lead and manage a highly successful training team. The successful applicant will have proven knowledge and experience of delivering and creating training material within the FS arena.
This is a highly enviable and unique opportunity that will offer excellent financial reward along with a progressive career path with a expanding award winning business.
About the Role:
Delivering a blended training solution across all contact centre departments, both sales and service from initial creation to final delivery stage
Able to manage key stakeholder relationships across all UK sites and at various levels across the business
Proven extensive experience of leading a large training team across a multi-site operation
Experience of working and leading teams throughout the entire training lifecycle
Oversee the development and implementation of the e-learning training function and strategy
Ensuring materials and training provided across the business enhance individuals development
Required Skills and Experience:
Must have current experience within the Financial Services arena within the contact centre environment
Highly experienced at delivering and creating the full training lifecycle
MUST have management experience within and a multi-site operation
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
|
| Job Type |
|
Permanent |
| Contract Length |
|
N/A |
| Start Date |
|
|
| Contact Details |
|
|
|
|
|
|
|
| Job Title |
|
Account Manager |
| Salary/rate |
|
£30000/annum + car allowance + bonus + bens |
| Location |
|
London, London |
| Job Number |
|
116130826 |
| Posted |
|
09/05/2012 (09:09) |
| Agency/Employer |
|
Cactus |
| Description
|
|
We are seeking experienced Account Managers to join an exciting business that has offices in London. You will be home based and managing various Accounts assigned to you.
Company Information:
The role is focused on raising the profile and awareness of this organisation amongst the UK business communities promoting the services they offer. The role will be required to generate leads and revenue from a variety of sources as well as managing a portfolio of accounts assigned.
About the Role:
• Work with the Business Relationship Manager, in conjunction with Marketing and PR, to raise awareness.
• Improve the company position with external stakeholders including customers (and potential customers), local councils, government offices, trade bodies and member organisations through attendance at meetings, presentations, facilitations.
• Work with the Business Relationship Manager to identify and set up local, regional meetings held by trade bodies, consumer organisations, Chamber of commerce
• Take responsibility for geographic campaigns ‘on the ground’ to ensure multi channel prospect generation.
• Attend, generate leads and make presentations at events set up for lead generation as required.
• Work with the Business Relationship Manager to recommend potential new business channels and maximising new business opportunities in order to increase revenue brought into the business.
• Ensure that accurate, timely, professional and informative lead information is produced in order to optimize the generation of leads for both new and existing customers.
Required Skills and Experience:
• Relationship/client management and business skills in particular people management, sales, project management, problem solving and analysis.
• Successful multi-channel lead generation experience with evidence of exceeding targets within a sales/business development environment.
• Previous field experience of sales is required and experience of developing and maintaining external relationships, public speaking and presenting to senior executives and ability to develop dynamic ways to introduce new sales streams to improve revenue generation and productivity.
• Experience of prospect, trend and ROI analysis would be beneficial.
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
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Permanent |
| Contract Length |
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N/A |
| Start Date |
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| Job Title |
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Collections Team Leader |
| Salary/rate |
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£27000/annum |
| Location |
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West Yorkshire, North East |
| Job Number |
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116130823 |
| Posted |
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08/05/2012 (16:51) |
| Agency/Employer |
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Cactus |
| Description
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Cactus Search are seeking a highly Pro-active for one of our large UK clients based in Yorkshire to manage 15- 20FTE in their contact centre.
The successful candidate into this superb, challenging and highly rewarding role will have previous Call and Contact Centre management experience within a fast paced, customer focused and customer collections Contact Centre.
Company Information:
This established collections organisation is continuing a phase of constant growth during this year and the next, and as a result is seeking a collections professional who can sustain and help them achieve this further.
About the Role:
To motivate and develop your team of 15- 20 FTE.
Deliver coaching and training, conducting monthly 1-1’s with team.
Set and deliver on all designated SLA’s and KPI’s.
Maximise queries and complaints, ensuring Treating Customers Fairly is at the forefront of any decision making.
Ensure team comply with all client requirements.
Call quality monitoring on all Agents to maintain high standards.
To ensure team members are kept well informed at all times, through a structured communication process, including regular team briefs.
To deputise for the Head of if and when required.
Required Skills and Experience:
Previous Team Management experience essential
Previous Collections, debt recovery would be of benefit.
Coaching and team development skills essential
Previous Call/ Contact Centre experience essential.
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
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Permanent |
| Contract Length |
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N/A |
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Customer Services Team Leader - European Languages |
| Salary/rate |
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£30000/annum + bonus + bens |
| Location |
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London, London |
| Job Number |
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116130822 |
| Posted |
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08/05/2012 (16:47) |
| Agency/Employer |
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Cactus |
| Description
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An excellent opportunity for an experienced Customer Service Team Manager to join a dynamic and growing organisation. The successful individual will be passionate about providing a first class customer experience and ideally speak a second language.
Company Information:
A superb opportunity in which to join a leading and innovative global business that offers a very unique service to the customer. This is a fantastic opportunity for the successful candidate to carve an enviable and progressive career path with a company that will offer exposure to a number of business areas.
About the Role:
Leading, motivating and developing a team of 15FTE to deliver a first class customer experience
Managing the operational staffing requirements for a 365 day operation
Coaching and training individuals on a 1:1 and group basis
Ensure agents are working within company policy and industry regulations
Lead agent appraisals to plan development or training areas
Creating reports on unit performance for key business stakeholders
Setting and meeting KPI’s and SLA’s, incentivising and driving all performance areas
Resolving customer complaints to a satisfactory level for both customer and business
Assist with the planning and recruitment process
Supporting the implementation of new processes across the department
Required Skills and Experience:
Possessing a European language would be highly desirable
Exposure to the FS arena would be highly desired
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
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Permanent |
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N/A |
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Account Manager |
| Salary/rate |
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£35000/annum + bens |
| Location |
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London, South East |
| Job Number |
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116130821 |
| Posted |
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08/05/2012 (16:39) |
| Agency/Employer |
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Cactus |
| Description
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We are looking for an experienced Account Manager, who understands what constitutes strong account management in a multi-channelled contact centre environment.
Company Information:
Exciting organisation experiencing huge growth, with an unrivalled reputation for service excellence and sales performance.
About the Role:
Fast paced, highly visible role within this growing organisation
Manage high visibility, multi-channelled accounts for this growing organisation, from specification to account management
Plan and manage operational and review meetings for all key accounts
Set up and implement reporting, monitoring and quality assurance systems to meet Service Levels Agreements and Key Performance Indicators for each account, and to evaluate outcomes
Manage relationships with clients to maintain good relations and problem solve as issues arise
Required Skills and Experience:
Experience of managing and developing outsourced delivery of contact centre services
Experience of managing multi-channelled accounts
You will have excellent project management skills
A track record in client relationship building
Understanding of managing accounts to service level agreements and putting in place robust quality systems
To apply for this role, please click Apply and complete the online application form.
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Permanent |
| Contract Length |
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N/A |
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| Job Title |
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Resource Planning Manager |
| Salary/rate |
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£40000 - £45000/annum + car + bonus + bens |
| Location |
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Hampshire, Hampshire |
| Job Number |
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116130802 |
| Posted |
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04/05/2012 (12:04) |
| Agency/Employer |
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Cactus |
| Description
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This candidate will be highly analytical, strategic and commercially astute manager; able to lead and develop a team of Resource Planners whilst being the champion of effective, efficient resource usage across the contact centre infrastructure of this vast and successful business. Experience ofdeveloping strategic MI is a must for this role.
Company Information:
Multi site, multi channel, multi faceted call centre and back office lead business with a very successful track record and a continuous expansion plans.
About the Role:
Extensive Travel to sites in the south of England
To produce accurate long term forecasting and planning over 1000FTE
To plan the recruitment volume and intake dates to provide optimum staffing levels in conjunction with the recruitment team & all operational areas.
Provide optimum resource schedules to agreed staffing levels
To provide an agreed suite of management reports at agreed frequencies with analysis and recommendations.
Design, maintain and proactively improve all forecasting and planning processes and procedures including all interfaces.
Work with MI team to maintain and improve quality of Operations data.
To impact and assess all internal and client driven change. All change will be accurately modelled and agreed with the business prior to feedback through the change management team.
To provide analytical support for other operations managers in interpreting financial and business data, and translating this in to action plans to improve the business.
Required Skills and Experience:
Good understanding of Customer Service Management, including security, staff recruitment, employment law, human resources and staff motivation techniques.
Proven understanding of cost forecasting and ability to interpret business related financial reports to optimise staff utilisation
Experience of managing people with the ability to build and lead teams within a back office environment
Good understanding of business management to improve profitability and turnover.
Significant experience in resource planning and management.
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
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Permanent |
| Contract Length |
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N/A |
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Business Development Manager |
| Salary/rate |
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£35000 - £60000/annum 35k basic + uncapped OTE min 60k |
| Location |
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Midlands, East Midlands |
| Job Number |
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116130801 |
| Posted |
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04/05/2012 (11:57) |
| Agency/Employer |
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Cactus |
| Description
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We are looking for an experienced Business Development Manager/ Sales Manager with a strong background in winning new business in a Sales and Service environment.
Company Information:
A successful Outsourcing organisation with big plans for growth offer a tangible career path for a conscientious and successful business development manager
About the Role:
Responsible for sourcing new business within the UK
National travel with 3-4 days out of the organisation meeting new clients within a B2B environment
Provide annual sales reports ands plans to support the strategy and growth of the organisation
To generate own new leads as well as managing the leads provided to generate new clients
Attend and lead team meetings reviewing performance against the business objectives
Manage special projects as and when required
Able to provide leadership and demonstrate teamwork as and when required.
Required Skills and Experience:
Experience of selling services ESSENTIAL
Previous experience within a Business Development/ Sales Management environment
Team Player and Independent worker as although you will be traveling a lot you will be required to generate new business plans within a team environment.
Manage your own day to day activity including booking of appointments, administration due to lack of man management
Previous UK Travel experience
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
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Permanent |
| Contract Length |
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N/A |
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| Job Title |
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Contact Centre Manager |
| Salary/rate |
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£30000/annum + bonus + bens |
| Location |
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London, London |
| Job Number |
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116130784 |
| Posted |
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02/05/2012 (17:34) |
| Agency/Employer |
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Cactus |
| Description
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An exciting opportunity to join an expanding business that have grown year on year. You will be responsible for the day to day running of the contact centre and have the ability to strike a balance between strategy and operations.
Company Information:
You will be responsible for ensuring all Contact Centre performance and quality service targets are achieved through effective management
You will have experience of successfully managing a customer service operation/sales team within a multi-disciplined environment. You will lead by example and the ability to get stuck in. You will have an analytical eye and the ability to stream line resources and forward planning.
About the Role:
Deliver a customer experience appropriate to each customer in line with company core values
Actively seek out examples of best practice within the industry and look to apply learning’s where appropriate
To support forecasting and capacity management activity through information exchange and thorough individual forward planning at the team level.
Monitor team calls both measuring and improving the service provided by team members in order to meet agreed SLA’s.
Ensure clear and accurate communication is cascaded throughout the operational teams.
Review and interpret management information, performing analysis with a view to predicting and proactively improving operational productivity and success rating
Required Skills and Experience:
Experience of managing team leaders/managers within a multi disciplined environment
A solid track record of achieving sales targets
Full working knowledge of performance management and operational HR
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
To apply for this role, please click Apply and complete the online application form.
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Permanent |
| Contract Length |
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N/A |
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