Client Services

Your specialist provider of recruitment services within Customer Management

From day one, CMR has remained focused on the specific areas that make up Customer management and engagament, allowing us to stand out as true market specialists.

Our work at CMR is split into 3 core brands:

Our pledge to clients

  • We will never simply rely on advertising

  • We work autonomously; you never have to chase us

  • We get under the skin of your business, understanding everything from how each business area is structured right through to the culture of specific teams.

Proven track record

Whether you’re seeking a professional recruitment partner to assist with your day-day needs or require a fully consultative service that’s bespoke to you and your business’s requirements, you can rely on CMR to deliver.

Far from a traditional recruitment agency, CMR is made up of genuine experts in the field of Customer management recruitment, and we possess a proven track record for delivering outstanding levels of service across the board. Our Clients can rest assured that we will never put forward a Candidate without prior consent. CMR will confirm full details of; expectations, current situation and anything else you may need to consider, during our initial interview and present all relevant information along with the full Candidate CV.

Executive Search

Executive Search Professionals!

Bolstered by an industry-leading reputation, CMR Executive Search Consultants work in close partnership with our Clients, immersing themselves in their business strategies to gain an in-depth understanding of the principle barriers and enablers, so that we can identify the right Subject Matter Expert (SME) and leadership talent.

Our proven track record in providing Executive Search services for both Permanent and Interim Professionals has enabled us to establish an extensive network of Executives and Consultants who have passed our stringent assessments to ensure they can make a positive impact from day one.

Our Executive Search Team apply a personal and quality-first approach to present the best Board and C-suite talent, encompassing:

  • Chief Executive Officer / Chief Operations Officer / Chief Revenue Officer
  • Director, VP, SVP of Sales and Business Development
  • Customer Service, Experience, Strategy and Digital Directors
  • Interim Contact Centre Consultants
  • Transformation Director / Chief Transformation Officer
  • Director / VP Marketing
  • General Manager and Managing Director
  • Director, VP, SVP of Client Leadership
  • Chief Customer / Customer Success Officer
CMR Executive Search

Our Approach

Depending on your requirements, CMR will take one of two approaches:

1. Openly branded Executive Search to expose your organisation’s narrative of success
2. Confidential Executive Search due to commercial sensitivity i.e. Restructure, M&A etc

CMR engage as your exclusive partner and take a full brief from your hiring manager, allowing us to gain as much information as possible about your business and requirements.

Our Executive Search Team typically advises Clients to work on a retained basis. This will allow us to conduct extensive research on the market for you, providing in-depth insight into the skills and experience available within your budget and location. However, we are not prescriptive; ‘Exclusive Contingent’ can work for some roles, whereby we adopt a pragmatic approach and act as your partner, advising based upon your unique situation.

CMR will also analyse your potential competitors; looking at similar organisations within your geographic and vertical markets, examining where you sit with regards to pay, benefits, work/life balance and home working flexibility etc.

Following our research, together we will agree a search brief, scoping out other factors including any requirement for competency-based questioning, assessment centres, psychometric/personality profiling, salary/benefits, development opportunities and a clear idea of what the first 12 months in the role will entail.

We conduct all interviews face-to-face, providing you with the shortlist and interview notes, and a full overview of how we have reached that point. We then manage the process together, with CMR being as involved as you want us to be; this includes the full negotiation and reference checking processes before the successful Candidate initiates their onboarding.

If you would like more information on any of CMR’s service offerings, please get in touch with the team today on: 0161 941 5555 or email us. Alternatively, you can Submit Your Vacancy here and someone will be in touch ASAP!

Recruitment Project Outsourcing (RPO)

Bespoke Managed Service Projects

Recruitment Project Outsourcing (RPO) solutions provides organisations with the opportunity to outsource elements of their recruitment to our dedicated team of resourcing specialists. Our Account Management Team can manage the entire process from end-to-end if required.

In other words, we become an extension of your internal HR team, at times when you need it the most!

Whether you are going through a period of rapid expansion, setting up in a new market, relocating or offshoring an existing operation, going through a merger/acquisition, or simply need help in securing the best talent in the market, RPO solutions can flex to suit your exact needs. We cover:

  • Customer Relations and Remediation. Permanent, Fixed Term, Interim or Consultant Casehandler teams, including; Complaints, Quality Assurance, Claims, Ombudsman and Vulnerable Customer Specialists
  • Interim Operational Change. Programme/Project Management, Business Analysis, PMO (Governance), Compliance (GDPR), Teams or individuals – CMR can provide a Full Managed Service or Individual Contractors/Consultants
  • Multi-Lingual Advisors. End to end recruitment campaigns which can include; Screening & Selection, Language Testing, Full Onboarding Support, Payroll and CMR Managed Homeworking
  • Contact Centre Advisors. Volume recruitment of permanent staff and seasonal ramp-ups of temporary workers – This includes; bespoke end to end talent attraction campaign, Candidate testing, 2 stage interview and full screening and compliance service. Where required, CMR can run Client assessment centres, assist with full onboarding and provide post placement Candidate care (including 121s, Back to Work and performance management)

CMR work closely with key stakeholders to ensure we tailor make our service to fit your needs. We provide advice and guidance along the way regarding; Talent Attraction Strategy, Recruitment Process and Assessment, Market Trends and Salary Comparisons – ultimately ensuring best in class Candidate and Client satisfaction throughout the project.

Each assignment has its own dedicated CMR senior level associate who will have years of specialist Customer management recruitment experience providing you with the right level of support. Our dedicated Account Management and Delivery Team are highly skilled and well equipped to partner with businesses on small scale, short-term projects or large-scale ongoing multinational campaigns.

If you would like more information on any of CMR’s service offerings, please get in touch with the team today on: 0161 941 5555 or email us. Alternatively, you can Submit Your Vacancy here and someone will be in touch ASAP!
CMR Seach & Selection

Search and Selection

Delivering high performing talent

As recruitment experts in Customer management, CMR understands that in order to be successful, mid to senior level professionals must possess the right skills and attributes combined with experience and cultural fit.

Our Search and Selection team comprises of sector specialists who have years of experience identifying the right people who will drive success for your business.

Depending on the specific needs of our Clients, CMR offers Permanent and Interim recruitment services within all of our specialist markets.

*

CMR Customer Contact Operations

Customer Contact Operations

Whether it’s running a call centre or planning and forecasting, effective Customer Operations are fundamental to every business.

Today, with more distribution channels than ever before, organisations face ongoing challenges when it comes to delivering an outstanding and personalised service to Customers.

CMR’s dedicated team of Consultants are experienced in recruiting mid and senior level contact centre management and analytical roles, as well as operational leadership positions across sales, service and support functions.

Customer Operations roles we typically recruit for include:

  • Head of Contact Centres
  • Sales & Service Manager
  • Vendor/Outsourcing Partner
  • Telesales Manager
  • Head of Collections/ Collections Strategy
  • Head of Resource Planning
  • MI Manager
  • Planning, Forecasting, Real-Time Analysts
  • Dialler Manager
  • Learning & Development
  • Helpdesk/Customer Success
  • WFM/MI Software, e.g. Verint 360, IEX TotalView, Blue Pumpkin, Aspect eWFM, Teleopti, SQL, SAS, Business Objects, VBA, Sharepoint

    *

CMR Customer Experience & Insights

Customer Experience & Insights

Organisations are paying more attention to Customer experience than ever before, with an emphasis on delivering an outstanding and truly joined-up experience across all available channels.

CMR’s dedicated Customer Experience & Insights team works in partnership with Clients to source the right talent that will improve the Customer journey, whether that involves analysing the costs of a contact centre or looking at additional ways that Customers might be able to help themselves online.

CMR provide talent in the following areas:

  • Omni/Multichannel Customer Experience
  • Digital
  • Product
  • Online Customer Journey
  • Customer Success
  • Voice of the Customer
  • Self-Service Strategy/Contact Reduction
  • Social, SMS, Email, Campaign Management
  • Speech Analytics
  • Complaints & Quality
  • Compliance
  • Casework/Remediation
  • Knowledge Management

    *

CMR Business Change & Transformation

Business Change & Transformation

Our team of Change & Transformation recruitment specialists have accumulated a wealth of knowledge over the years that ensures we remain best-placed to offer valuable market insight and guidance for our Clients.

We specialise in the recruitment of subject matter experts who work within a business change function, as well as Candidates who have worked on multiple projects focusing on business improvement and operational excellence.

We work with professionals who possess the following skills and experience:

  • Business Transformation
  • Change Delivery/Project Management
  • Product Management
  • Six Sigma/Lean
  • Prince2 Practitioner
  • Business Process Improvement
  • Business Analysis
  • Programme Management Office (PMO)
  • Programme Director
  • Technical Solutions Architect
  • Continuous Improvement
  • Service Design
  • Digital Journey Mapping

    *

CMR Artificial Intelligence (AI) & Analytics experts

Artificial Intelligence (AI) & Analytics experts

A growing number of organisations are driving huge efficiency gains through the implementation of Intelligent Automation (Robotics) and the use of learning-machines and AI to drive a step change in both experience and enhanced understanding of behaviours.

These technologies are enabling organisations to handle high-volume, repeatable tasks that previously required a human to perform. Such an operational shift has led to a growing demand for highly-skilled technical professionals to develop, sell, implement and manage systems and ensure they continue to deliver a high standard of service.

CMR is partnered with some of the most innovative and fast-moving organisations across the globe to provide talent in the following areas:

  • Robotic Process Automation (RPA)
  • Decision Science
  • Big Data & Analytics
  • Cognitive Automation
  • Business Process Architecture & AI Technologies
  • Process Improvement
  • Customer Cloud
  • Chat and Voice Bots and Analysis
  • Smart Routing/IVR & Telephony Infrastructure
  • Systems and Toolkits, e.g. Blue Prism, AA, UI Path, Workfusion, NICE, Amelia, Avaya, Genesys, Cisco
CMR BPO & ITO

BPO & ITO

More of an industry than a sector, CMR works with a wide range of Outsourcing and Consulting organisations to source the right talent for senior level appointments within this environment.

Our Outsourcing Clients demand Candidates with specific skills around winning, designing, implementing, managing and growing front and back office engagements.

CMR works around Europe, South Africa and the Middle East to obtain the very best within:

  • Client Relationship Management
  • Bid Management
  • Solution Architecting
  • Partnerships & Alliances
  • Business Development
  • Consulting
  • Shared Service
  • Marketing
  • Global Operations Management
  • Process Improvement
  • Digital, RPA & Analytics
To request cast studies, please click here or if you would like more information on any of CMR’s service offerings, please get in touch with the team today on: 0161 941 5555 or email us. Alternatively, you can Submit Your Vacancy below and someone will be in touch ASAP!

Clients we work with.

Submit your vacancy

Complete your details here and we’ll contact you before looking for a candidate for your vacancy.

* indicates required field


Acceptable file types: doc,docx,pdf,txt.
Maximum file size: 2mb.

CONTACT US

Tel: 0161 941 5555

Email: hello@WeAreCMR.co.uk
Follow us on LinkedIn

Head Office:
Customer Management Resourcing
Fairbank House
27 Ashley Road
Altrincham
Cheshire
WA14 2DP