At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer experiences and achieve performance goals.
- Company: Join Kura, a leading independent outsourcing business with a people-first culture.
- Benefits: Competitive salary, bonus opportunities, 30 days holiday, and comprehensive training.
- Other info: Inclusive workplace committed to diversity and personal growth.
- Why this job: Make a real impact by fostering a positive work environment and supporting team growth.
- Qualifications: Experience in contact centre management and strong leadership skills required.
The predicted salary is between 38000 - 45000 £ per year.
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
As Customer Experience Leader, you will:
- 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
You’ll need:
- 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
- Salary of £38,000 - £45,000 DOE
- 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: Kura (CS) Ltd
Kura is an exceptional employer located in Glasgow, dedicated to fostering a positive and inclusive work culture that prioritises employee growth and development. With a strong commitment to recognising and rewarding performance, Kura offers comprehensive training, generous holiday allowances, and enhanced family leave provisions, making it an ideal place for those looking to thrive in a supportive environment while leading a high-performing customer operations team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Leader (Operations Manager)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Kura’s values and culture. Think about how your experience aligns with their focus on customer experience and team performance. Show them you’re not just a fit on paper but also in spirit!
✨Tip Number 3
Practice your pitch! Be ready to explain how your background in contact centre or BPO management makes you the perfect candidate. Highlight your achievements in KPIs and team leadership to really stand out.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Kura team.
We think you need these skills to ace Customer Experience Leader (Operations Manager)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Experience Leader role. Highlight your contact centre or BPO experience, and don’t forget to showcase your people leadership skills. We want to see how you’ve achieved KPIs and improved performance in past roles!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer experience and how your values align with Kura’s. Share specific examples of how you've created positive team cultures and driven operational success.
Showcase Your Achievements:When filling out your application, be sure to include quantifiable achievements. Whether it’s improving customer satisfaction scores or reducing attrition rates, we love to see numbers that back up your claims. It helps us understand the impact you can bring!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Kura (CS) Ltd
✨Know Your Numbers
As a Customer Experience Leader, you'll need to demonstrate your understanding of KPIs and operational performance. Brush up on relevant metrics and be ready to discuss how you've achieved or improved these in past roles.
✨Showcase Your People Skills
This role is all about leading teams and creating a positive culture. Prepare examples of how you've coached and developed team members, and how you’ve fostered engagement and reduced attrition in previous positions.
✨Align with Kura’s Values
Kura values vulnerability, curiosity, learning, courage, and accountability. Think of specific instances where you've embodied these values in your work. This will show that you not only understand their culture but can also contribute to it.
✨Prepare for Client Relationship Questions
Strong client relationship skills are crucial for this position. Be ready to discuss how you've built and maintained relationships with clients in the past, and how you’ve handled any challenges that arose.
