Client Experience Leader

Location: Glasgow

Hours: Monday to Friday 9am to 5.30pm

Salary: up to £45,000 DOE

Kura provides award-winning outsourced contact centre solutions across UK and South Africa. Its software subsidiary, Inisoft, develops advisor desktop solutions with full omni-channel capabilities, sold globally. Kura & Inisoft create and provide services and solutions to over 50 clients across many industry verticals. About Us: We are in business because we want to help people to develop and to reach their full potential.

We are building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”. Our Vision is to be “Unrivalled in Developing People."

This vacancy is ideal for those who have experience as customer success managers, senior operations managers, in logistics or client success.

In this role you will deliver all operational and commercial performance metrics through the management of a group of Operational Managers/Customer Experience Leaders and Team Managers, with the following responsibilities.

• Achieve all KPIs across a project to ensure contractual obligations are met as a minimum including (but not limited to) sales performance, delivery of hours, auditory/compliance requirements, and customer satisfaction targets
• Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing, and reporting on financial performance and identifying areas for growth
• Manage day-to-day client relationship at operational levels ensuring high levels of client satisfaction
• Lead, develop, motivate, and coach Customer Experience Leaders enabling them to lead and manage their Team Managers and Advisors to deliver a superior level of sales and a high quality of service.
• Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement across the project by building a fun and rewarding environment
• Forecast and plan recruitment activity by co-ordinating communication between various internal departments including Resource Planning, HR, Recruitment and Training, thus ensuring staffing levels are continually met across the project
• Analyse results across the project to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
• Ensure knowledge is kept fully up to date in relation to competitor activity and industry regulatory requirements
• Create and maintain a strong sales culture and performance driven working environment
• Communicate effectively with the team to create and maintain a motivated and challenged workforce
• Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and Kura executive reports

As well as a clear structure for your personal and professional development we also provide a comprehensive package of benefits which include a loyalty award scheme, an employee assistance program, enhanced maternal and paternity pay, and more.

• Outbound & inbound contact centre operational management and strategic planning experience 
• Effective leadership through team building, development, and strong coaching skills
• Highly focussed and driven
• Great ability to coach the coach
• KPI management and proven track record of achievement
• Ability to recruit and create dynamic and high performing teams
• Commercial awareness and financial management
• Thorough understanding of resource optimisation and delivery
• Excellent client relationship management
• Experience of managing multiple projects and varying team sizes
• Excellent written, verbal and presentation skills
• Act with integrity at all times when representing our business and its people

Feel ready to jump in? Click the apply button or contact the team:

• Please give the team a phone call on 0141 272 1112, they are excited to discuss the role further.  
• Email us: careers@wearekura.com
• Text or Whatsapp 07855160307

REF: IND2024