Customer Experience Leader

Job ID
Operational Excellence
Position Type
Permanent Full-Time
GBP £32,000.00/Yr.
GBP £45,000.00/Yr.
Targeted Job Start Date

Job Details

MS or Volume Join Team

Job Title: Customer Experience Leader 

Location: Sunderland


As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry leading salary and benefits package, with an enhanced Maternity and Paternity provision, and up to 28 days annual leave, a well-developed recognition programme, and loyalty awards for tenure.

Our unique approach to coaching and learning has been designed in line with our vision to be Unrivalled in Developing People, and we work with every person in our business to provide opportunities that meet their personal needs and objectives.

We value diversity in our business and unite our people under our shared values:

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's always down to us.

Our values determine how we work together and reach our goal of helping people #CrossTheBridge - that is, go from focusing on the "things and stuff" of business to People and Behaviours. We believe that by developing our people, we know they'll reach their goals.

Kura: It's about people!

Role details.

  • Live and breathe our values, supporting those inside of your operation to do the same
  • Maintain an operating plan tracking the improvements of key customer outcomes displaying an improvement mindset
  • Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
  • Coach, challenge and support your team to meet their potential
  • Work with internal support teams to improve the service delivery
  • Provide your advisors a culture of recognition and inspiration
  • Delivery of your annual objectives

What we are looking for.


  • Open-mindedness and the willingness to learn
  • Contact centre operational management experience
  • Highly focussed and driven
  • Ability to coach and be coached
  • KPI management and proven track record of achievement
  • Ability to create dynamic and highly performing teams
  • Commercial awareness and financial management
  • Thorough understanding of resource optimisation and delivery
  • Act with integrity at all times when representing our business and its people
  • Ambassador for KURA values and brand


  • Solutions orientated

What you will get.

  • Salary up to £45,000.00 DOE
  • 28 Days Paid Holiday - increasing with tenure 
  • 15% Bonus Opportunity
  • Enhanced CSP & Maternity/Paternity Scheme 
  • Relaxed Dress Code
  • Positive working environment
  • Comprehensive training to ensure you have the tools to do your job
  • Development opportunities and succession planning

Plus much more! 


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