Our Client a leading Insurance company in the world focused on delivering excellent customer service   At Kura, we’re creating a culture where our People Managers spend the majority of their time coaching & developing their team.  This role is unique in that you will be flexible in spending a majority of your time supporting and getting to know your people, delivering high performance and a superior level of customer service.   Responsibilities    Manage the performance of the team and individual members through; - Regular coaching, call monitoring and feedback - Completion of one to one reviews - Delivery of regular team meetings and daily briefs - Ensuring all individual team members have a complete understanding of KPIs, goals and objectives - Ensuring personal development plans are in place for each advisor - Rewarding good performance - Addressing under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conduction with HR) - Analysing and action upon Employee Engagement feedback to maximise team productivity and motivation and minimise absence and attrition - Analyse, interpret, present and act upon complex data maximising MI reporting systems to proactively drive and achieve team targets. - Handle customer calls and complaints escalated from advisors, ensuring superior customer experience is achieved. - Proactively contribute to the review and improvement of systems, processes and procedures within the department. - Keep fully up to date with technical knowledge, processes and procedures relating to the project.

  Job Title: Call Centre Agent Start date: Monday 5th July Salary: £19,760 p.a. + benefits Shifts: Fixed shifts available Location – (initially working from home) Forres based     Due to the Coronavirus pandemic we are looking at home working solutions for upcoming training groups. Initial training will be carried out at home, you will then be asked to return to office to carry out Grad bay.  Please note this is subject to change.   If you are successful in your interview, you would be eligible for this if you have: - A laptop/ A desktop  - Sufficient  Broadband/Wi-Fi - A mobile phone - A USB Headset or Headphones   Our Client is one of the largest utility companies in the world focused on delivering a sustainable, greener energy future. As a Home Mover Customer Service Advisor you are the first point of contact for our client’s customers.   As a Customer Advisor, your role will be to resolve inbound queries relating to change of tenancy and welcoming customers to their new supplier. You will also be dealing with the cash collection of accounts while meeting KPI and sales targets and delivering a high standard of customer service.    

  Sales and Service Agent Start Date: 21st June 2021 Shift Pattern: Fixed Shift Salary: £19,760 + bonus (OTE up to £22160) Equipment: Laptop/PC required for Interview Location: Central Glasgow Onsite     We are recruiting talented outbound advisors - who enjoy working in a goal driven environment dealing with customers queries around their car insurance. You will be calling new and existing customers who have opted in to be contacted - to discuss their account details & any products or services that will suit their needs.

  Customer Sales and Service Representative Start Date: 21st June 2021 Shift Pattern: Fixed Shifts Salary: £19,760 + (up to £200 a month bonus) Equipment: Laptop/PC required for Interview Location: Glasgow based office training       We are looking for Sales & Service Representatives to call outbound to new & existing customers. Our customers have opted in to be contacted relating to their car insurance products, renewals and policy details. Can you always put the customer first?

  Customer Service Renewals Start Date: 21st June 2021 Shift Pattern: Fixed Shifts for a great work life balance! Salary: £19,760 + bonus Location: Glasgow based onsite  Equipment: Laptop/PC required for Interview       We are looking for experienced Customer Service Renewals agents who will be the front-line contact for customers, and therefore represent the brand.   Your role is to call new and existing customers relating to their car insurance products, renewals, changes to policies and provide exceptional customer service to all.   You will analyse the customer's needs & wants to provide the best products and services to suit the individual.

Job Title: B2B Customer Service Advisor  Start date: Monday 21st June  Salary: £19,760p.a. + benefits Shifts: Fixed shifts available    Location – Glasgow based- initially you will be working from home      Our Client is one of the largest utility companies in the world focused on delivering a sustainable, greener energy future.   As a Customer Service Advisor you are the first point of contact for our client’s customers. Your role involves resolving all business related inbound queries, ensuring that you have provided the customer with a high standard of service on all aspects of the call.  

  Job Title: Customer Service  Advisor Start Date: Monday 21st June  Salary: £19,760 p.a plus benefits Operational Hours: Fixed Shifts Available   Location - You will be required to initially work from home (Glasgow based)    Our Client is one of the largest utility companies in the world focused on delivering a sustainable, greener energy future.Your role involves resolving all inbound queries, ensuring that you have provided the customer with a high standard of service on all aspects of the call.   As a Customer Service Advisor you are the first point of contact for our client’s customers. Your role involves resolving all inbound queries, ensuring that you have provided the customer with a high standard of service on all aspects of the call.

  Our Client is one of the largest utility companies in the world focused on delivering a sustainable, greener energy future.    At Kura, we’re creating a culture where our People Managers spend the majority of their time coaching & developing their team.  This role is unique in that you will be flexible in spending a majority of your time supporting and getting to know your people, delivering high performance and a superior level of customer service.   Responsibilities    Manage the performance of the team and individual members through; - Regular coaching, call monitoring and feedback - Completion of one to one reviews - Delivery of regular team meetings and daily briefs - Ensuring all individual team members have a complete understanding of KPIs, goals and objectives - Ensuring personal development plans are in place for each advisor - Rewarding good performance - Addressing under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conduction with HR) - Analysing and action upon Employee Engagement feedback to maximise team productivity and motivation and minimise absence and attrition - Analyse, interpret, present and act upon complex data maximising MI reporting systems to proactively drive and achieve team targets. - Handle customer calls and complaints escalated from advisors, ensuring superior customer experience is achieved. - Proactively contribute to the review and improvement of systems, processes and procedures within the department. - Keep fully up to date with technical knowledge, processes and procedures relating to the project.

  Our Client is one of the largest Insurance companies in the world focused on delivering excellent customer service   At Kura, we’re creating a culture where our People Managers spend the majority of their time coaching & developing their team.  This role is unique in that you will be flexible in spending a majority of your time supporting and getting to know your people, delivering high performance and a superior level of customer service.   Responsibilities    Manage the performance of the team and individual members through; - Regular coaching, call monitoring and feedback - Completion of one to one reviews - Delivery of regular team meetings and daily briefs - Ensuring all individual team members have a complete understanding of KPIs, goals and objectives - Ensuring personal development plans are in place for each advisor - Rewarding good performance - Addressing under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conduction with HR) - Analysing and action upon Employee Engagement feedback to maximise team productivity and motivation and minimise absence and attrition - Analyse, interpret, present and act upon complex data maximising MI reporting systems to proactively drive and achieve team targets. - Handle customer calls and complaints escalated from advisors, ensuring superior customer experience is achieved. - Proactively contribute to the review and improvement of systems, processes and procedures within the department. - Keep fully up to date with technical knowledge, processes and procedures relating to the project.

    Our Client is one of the largest utility companies in the world focused on delivering a sustainable, greener energy future.     At Kura, we’re creating a culture where our People Managers spend the majority of their time coaching & developing their team.  This role is unique in that you will be flexible in spending a majority of your time supporting and getting to know your people, delivering high performance and a superior level of customer service.  

    Our Client is one of the largest utility companies in the world focused on delivering a sustainable, greener energy future.     At Kura, we’re creating a culture where our People Managers spend the majority of their time coaching & developing their team.  This role is unique in that you will be flexible in spending a majority of your time supporting and getting to know your people, delivering high performance and a superior level of customer service.

  Our Client is one of the largest utility companies in the world focused on delivering a sustainable, greener energy future.    At Kura, we’re creating a culture where our People Managers spend the majority of their time coaching & developing their team.  This role is unique in that you will be flexible in spending a majority of your time supporting and getting to know your people, delivering high performance and a superior level of customer service.   Responsibilities    Manage the performance of the team and individual members through; - Regular coaching, call monitoring and feedback - Completion of one to one reviews - Delivery of regular team meetings and daily briefs - Ensuring all individual team members have a complete understanding of KPIs, goals and objectives - Ensuring personal development plans are in place for each advisor - Rewarding good performance - Addressing under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conduction with HR) - Analysing and action upon Employee Engagement feedback to maximise team productivity and motivation and minimise absence and attrition - Analyse, interpret, present and act upon complex data maximising MI reporting systems to proactively drive and achieve team targets. - Handle customer calls and complaints escalated from advisors, ensuring superior customer experience is achieved. - Proactively contribute to the review and improvement of systems, processes and procedures within the department. - Keep fully up to date with technical knowledge, processes and procedures relating to the project.

  Due to continued growth Kura has an opening for an experienced HR Business Partner to join us in our Glasgow site.    Kura is focused on creating a people culture built around coaching, development & engagement, with the aim of unlocking the potential for both its people and the business and we are recruiting the right person to work in partnership with Operations, sharing responsibility for the delivery of key people metrics.   Within this role your responsibilities will be to ensure that the delivery of HR strategy and practices contributing to the achievement of Kura’s vision and philosophy.  

  We are the largest independent outsourcer in the UK with a vision to be Unrivalled in Developing People.  We help people to ‘Cross the Bridge’– from focusing on things and stuff to focusing on people and behaviours.  This is our WHY, and it is this that gets us out of bed in the morning.   Kura’s Resource and Planning team offers forecasting, scheduling and real-time within our busy Contact Centres across the UK & SA     We are looking for Resource Planning/Delivery Schedulers to join our teams across Glasgow or Liverpool; you’ll be responsible for forecasting, scheduling and real time performance in order to support our growing and demanding business streams across the sites.   Responsibilities include: - Responsible for generation and day to day maintenance of advisor schedules - Responsible for the generation and maintenance of Capacity Plans including break optimisation - Scheduling of all offline activity for advisors in line with Kura and Client Models - Ensure intraday reporting is completed accurately - Complete post day analysis on main KPI’s and performance of teams and provide robust updates to the business

  We are looking for a Head of Resource Planning to manage a team of Senior Planners and Resource Schedulers. This extremely varied role will support and develop the team to deliver strategic business objectives and operational best practice in contact centre resource planning.       Working with the Senior Management Team, you will be responsible for forecasting, planning and scheduling to enable the delivery of a great customer service on behalf of our clients.

Kura has a opening for a Service Desk Analyst based in Sunderland The role is to act as a single point at contact for KURA start, clients and vendors providing technical support, guidance and end to and ownership of ITIL . aligned Service Desk processes (Incident, Service, Change and Problem Management) - To log all calls and requests (received via telephone, email or any other medium) on the call management system - To ensure the relevant call queue is managed efficiently and effectively thereby minimising breaches of ore-agreed Service Level Agreements - To provide technical support to internal customers resolving a high proportion of calls at first point of contact - To demonstrate excellent customer service (soft) skills always - To allocate those calls that cannot be fixed at first point of contact to the appropriate support functions within IT thereby facilitating efficient resolution - Arrange for external support where problems cannot be resolved internally and the appropriate third-party agreements are in place - Be the touch point for all queries regarding policies, procedures and processes governing IT and its relationship with the business. - Facilitate the practise of, and ensure adherence to, all policies, processes and procedures in place governing service management and delivery - Proactively demonstrate commitment to the team ethos - Facilitate building a positive relationship with the customer base - Take ownership of additional tasks, or projects, pertaining to improved service management and delivery - Be an application expert in respect of the call management system - Assess which support function incoming calls/requests should be allocated to - Either attempt to resolve an issue or refer it to 2nd line support given time pressures and the scope to ramifications of. error - Approve or reject customer requests given the requirements of existing policies e.g. security - Escalate (or not) calls to management given their potential impact - Assess the priority of each call/request as it comes in - Assess the efficiency of existing processes governing customer interaction with W - Assess the need for new processes governing customer interaction with IT

  We are the largest independent outsourcer in the UK with a vision to be Unrivalled in Developing People.   We help people to ‘Cross the Bridge’– from focusing on things and stuff to focusing on people and behaviours.  This is our WHY, and it is this that gets us out of bed in the morning.   The Service Improvement Manager will deliver service improvement changes in order to enhance operational processes, client processes, support infrastructure, people capability and communications making them effective, consistent and customer orientated across the Client operation to optimise profitability for either Kura/client or both. The Service Improvement Manager will also be responsible for supporting, contributing, and leading (where appropriate) client led change initiatives within the account annual plan.

    Business Development Manager - UK based Outsourced Contact Centre/BPO Salary upto £60k depending on experience  - plus excellent commission package and market leading benefits Remote based / UK Wide We are seeking a highly ambitious, driven, results orientated individual with a background in Contact Centre and B2B Sales. Our Business Development Managers main responsibility is to generate new business through face to face sales and networking, bringing in, closing and developing new business through a 360 sales cycle.   We service a wide variety of clients across a variety of sectors of industry and your target companies are limited only by your imagination, curiosity and innovative thinking. We seek innovation in our clients and empower it in our team, and we are looking for people to consistently upskill and develop themselves.   Key Responsibilities    - To source your own leads to develop and secure new business - Identify and develop leads for sales opportunities - Maintain a pipeline of opportunities to deliver sales targets - To develop value propositions target at key client sectors - Generate your own leads from social media, prospecting, attending events and any other source - Proactively nurture and develop leads from initial contact to sales opportunity - Actively and successfully manage the sales process through credentials pitch; requirements gathering; solution pitch; negotiation; close and handover to the wider business

  Responsible for supporting the delivery of the people & talent development programmes through the learning curriculum and digital experience platform.   This role is responsible for supporting the implementation of the full training cycle from investigation, design, delivery and evaluation. Will work in partnership across all departments within Kura & Inisoft to identify skill gaps and learning needs, followed up by the identification, design (where appropriate) and implementation of solutions via internal delivery mechanisms using our defined evaluation methodologies to measure business impact.   The post holder will contribute measurable added value to the business by delivering learning solutions to assist individual and team performance improvement.   - Delivery of Management, Leadership and Talent framework, ensuring that employees have the appropriate levels of skills, knowledge and behaviours to fulfil individual, team and business development goals and objectives. - Implementation of the Kura People Plan, supporting the Head of to strategise business wide and specific departmental training initiatives in line with engagement results and business priorities - Conduct annual training needs analysis across all levels of Management and report findings with recommendations to key stakeholders - Consistent and timely reporting to maximise Return on Investment (ROI) & Return on Expectations (ROE) on development activity using the LXP reporting insights and analysis - Report and monitor effectiveness of workshops through the targeted use of satisfaction and NPS. - Delivering the bespoke initiatives, including 360 feedback, action learning, PDP reviews, training calendar and development interventions to ensure that the most appropriate solutions are delivered, meeting current and future business needs. - Design and deliver Welcome to Kura inductions- presenting key components of Kura’s processes, values, PDPs and expectations and incorporating development needs into the overall people plan - Build and maintain strong working relationships with Key Stakeholders across multiple locations and ensure the highest level of service is delivered to drive business performance. - Take into account business needs and work collaboratively with stakeholders to determine bespoke learning solutions, making recommendations and brokering solutions that help ensure the near and long term people development objectives. - Regularly evaluate internal L&OD practices and offerings, conduct external benchmarking exercises, finding cost efficiencies and continuously improve the solutions for the business. - Review all professional development applications and any other individual development requests, prioritising, benchmarking and building an appropriate business case to those that align closest with business needs and requirements.

We are the largest independent outsourcer in the UK with a vision to be Unrivalled in Developing People.     We help people to ‘Cross the Bridge’– from focusing on things and stuff to focusing on people and behaviours.  This is our WHY, and it is this that gets us out of bed in the morning.   A long established business that was acquired by a small entrepreneurial team just over 5 years ago.   We need a Head of Strategic Programmes  to help us deliver on our strategic plans for the business.  Reporting to our Chief Culture Officer and a key part of our People team, this role will have a strong focus on delivering the cultural transformation that is central to our vision for the business.