At a Glance
- Tasks: Lead a high-performing customer operation and create a positive team culture.
- 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 on customer experience while developing your leadership skills.
- Qualifications: Experience in contact centre management and strong coaching abilities 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 Milton employer: Kura (CS) Ltd
Kura is an exceptional employer that prioritises the development of its people, offering a supportive and inclusive work culture in Glasgow. With competitive salaries, comprehensive training, and clear pathways for career progression, employees are empowered to thrive in their roles while contributing to a positive customer experience. The company’s commitment to values such as vulnerability, curiosity, and accountability fosters an environment where everyone can bring their true selves to work and achieve their full potential.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Leader (Operations Manager) in Milton
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like 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 people development. 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 for the Customer Experience Leader role. Keep it concise and impactful.
✨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) in Milton
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. Be genuine and let your personality come through!
Showcase Your Achievements:When filling out your application, be specific about your past successes. Use numbers and examples to demonstrate how you’ve achieved KPIs and improved performance in previous roles. We love seeing concrete results!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we can’t wait to hear from you!
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 and developing teams. Prepare examples of how you've coached team managers and advisors, and how you've created a positive culture that boosts engagement and reduces attrition.
✨Align with Kura's Values
Familiarise yourself with Kura's core values: vulnerability, curiosity, learning, courage, and accountability. Think of specific instances where you've embodied these values in your previous roles, as this will resonate well with the interviewers.
✨Prepare for Client Relationship Questions
Since building strong operational relationships with clients is key, be ready to discuss your experience in managing client relationships. Have examples of how you've navigated challenges and maintained satisfaction in past projects.
