At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer experiences and achieve key performance indicators.
- Company: Join Kura, one of the UK's largest independent outsourcing businesses with a people-first culture.
- Benefits: Enjoy a competitive salary, bonus opportunities, 30 days holiday, and comprehensive training.
- Other info: We value diversity and inclusion, welcoming applicants from all backgrounds.
- Why this job: Make a real impact by fostering a positive work environment and supporting team success.
- Qualifications: Experience in contact centre management and strong leadership skills are essential.
The predicted salary is between 38000 - 45000 £ per year.
Customer Experience Leader (Operations Manager)
At Kura, we believe great customer experience starts with great people.
We're looking for an experienced Customer Experience Leader to join our Glasgow team and lead a high-performing customer operation.
This is a great opportunity for someone with strong contact centre or BPO experience who can bring together people leadership, operational performance, client relationships and commercial accountability.
This is not just a numbers role. We need someone who can create the conditions for teams to perform well, feel supported and deliver a brilliant customer experience.
Why Kura?
Kura is one of the UK's largest independent outsourcing businesses, with a clear vision to be Unrivalled in Developing People.
Our values shape how we work every day
- Vulnerability - we bring our true selves to work
- Curiosity - we ask questions
- Learning - we seek feedback
- Courage - we call it out in the moment
- Accountability - we know it is always down to us
- What you'll be doing
- Lead day-to-day operational delivery across a customer experience project.
- Ensure KPIs are achieved across service, quality, compliance, sales performance, customer satisfaction and delivery of hours.
- Build strong operational relationships with the client.
- Lead, coach and develop Operations Managers, Team Managers and Advisors.
- Create a positive, performance led culture that supports engagement and reduces attrition.
- Work with HR, Resource Planning, Recruitment and Training to ensure the project is properly staffed and supported.
- Analyse performance and work with Continuous Improvement teams to deliver improvements.
- Support monthly and quarterly client reviews and executive reporting.
What we're looking for
- Contact centre or BPO operational management experience.
- Experience managing Team Managers and multi-layered teams.
- A proven track record of achieving KPIs and improving performance.
- Strong coaching and people leadership skills.
- Commercial awareness and financial management experience.
- A good understanding of resource planning and operational delivery.
- Strong client relationship skills.
- A solutions focused approach and alignment with Kura's values.
What we offer
- Bonus opportunity
- 30 days paid holiday, increasing with tenure
- Enhanced maternity and paternity provision
- Enhanced company sick pay
- Comprehensive training and support
- Development and succession opportunities
- Recognition programme and loyalty awards
- A positive, people focused working environment
- Our commitment to inclusion
At Kura, we want people to feel they can bring their whole selves to work.
We are committed to creating an inclusive environment where everyone is treated with respect, supported to grow, and encouraged to be themselves.
We welcome applications from people of all backgrounds and experiences, and we're focused on building teams that reflect the diversity of the customers and communities we support.
Customer Experience Leader (Operations Manager) employer: CCMA - Call Centre Management Association
At National Grid, we pride ourselves on being an exceptional employer that champions a culture of collaboration and innovation. Our Warwick office offers a hybrid working model, allowing for flexibility and work-life balance, while our commitment to employee development ensures that you have ample opportunities to grow your career in the energy sector. Join us in making a meaningful impact as we drive the energy transition and create a sustainable future together.
Contact Details:
CCMA - Call Centre Management Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Leader (Operations Manager)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CCMA - Call Centre Management Association. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CCMA - Call Centre Management Association before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Leader (Operations Manager)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CCMA - Call Centre Management Association:Your cover letter is your chance to shine! Tell us why you want to work at CCMA - Call Centre Management Association specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CCMA - Call Centre Management Association!
How to prepare for a job interview at CCMA - Call Centre Management Association
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
