At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer experiences and achieve operational excellence.
- Company: Join Kura, one of the UK's largest independent outsourcing businesses.
- Benefits: Competitive salary, bonus opportunities, 30 days holiday, and comprehensive training.
- Other info: Inclusive environment that values diversity and personal growth.
- Why this job: Make a real impact by fostering a positive culture 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) in Glasgow 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 focus on creating a supportive environment, Kura offers comprehensive training, generous holiday allowances, and a commitment to recognising and rewarding employee contributions, making it an ideal place for those seeking meaningful and rewarding careers in customer experience leadership.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Leader (Operations Manager) in Glasgow
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching Kura and understanding their values. We want to see how you align with our commitment to great customer experience and people development. Practice common interview questions and think about how your experience fits the role of Customer Experience Leader.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've led teams to success in previous roles. We love hearing about your coaching techniques and how you’ve created positive work environments.
✨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, we’re always looking for passionate individuals who resonate with our values, so make sure to highlight that in your application!
We think you need these skills to ace Customer Experience Leader (Operations Manager) in Glasgow
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Experience Leader role. Highlight your contact centre or BPO experience, and don’t forget to showcase your people leadership and operational performance achievements!
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 in the past.
Showcase Your Achievements:When filling out your application, be sure to include quantifiable achievements. Whether it's hitting KPIs or improving team performance, numbers speak volumes and show us what you can bring to the table!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll be able to see all the details about the role and our company culture!
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 exceeded 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 role. 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. This will highlight your commercial awareness and solutions-focused approach.
