Job Title: Customer Service Representative  Start dates throughout August 2021 Operational Hours: Monday-Sunday 8am – 7pm   Our new client is a fast growing insurance provider, offering a range of competitive and straightforward products and services, which include vehicle and home insurance and a range of additional products like breakdown cover and legal protection. We are looking for Customer Service Representatives who are passionate about customer service and can put our clients customers first by offering help and resolving problems. You will cross sell other insurance products in line with the clients Treating Customers Fairly policy whilst ensuring that quality customer service is always given.

Job Title: Customer Service Representative  Start dates throughout August 2021 Operational Hours: Monday-Sunday 8am – 7pm   Kura CS Ltd is thrilled to announce our new client which will create vacancies across Glasgow & Sunderland. We are looking for Customer Service Representatives who are passionate about customer service and can put our clients customers first by offering help and resolving problems. You will cross sell other insurance products in line with the clients Treating Customers Fairly policy whilst ensuring that quality customer service is always given.

  Passionate about Customer Service? Then this job could be for you!   We are looking for driven customer service advisors who can handle a wide variety of calls from our client’s customers. Your job will be to handle a variety of calls, resolving issues and queries and offering the best customer service to customers!   Inbound Call Centre Agent Start date: 2nd August 2021 Salary: £9.75 per hour

  Inbound Call Centre Agent Start date: 2nd August 2021 Salary: £9.75 per hour    Location - You will be required to initially work from home (Sunderland & surrounding areas)    As a Customer Service Advisor, your role will be to deal with inbound calls from our clients customers. Your role will be to deal with a wide range of queries and resolve any issues they have by providing them with precise details, ensuring the highest level of customer service is provided. You must also be confident in up-selling products and services to ensure customers are provided the best services available.   Due to the Coronavirus pandemic we are looking at home working solutions for upcoming training groups to stay within government guidelines and keep you safe whilst in lockdown. If you are successful in your interview, you would be eligible for this if you have: - A laptop/ A desktop  - Sufficient  Broadband/Wifi - A mobile phone - A USB Headset 

  Sales Insurance Representative Salary - £9.58p/hour + BONUS of up to £1000 per month Immediate Start Date - 2nd August 2021 Full time perm Contract   We are currently looking for Insurance Advisors to work with them to offer first class sales and customer service to their customers. 

Sales Advisor - - Start Date: Monday 2nd August - £9.58 per hour + a fantastic bonus scheme!  - Bonus paid out monthly  - 37.5 hours per week - Permanent Contract We are currently looking for Insurance Advisors to work with our Client to offer first class sales and customer service to their customers. As an advisor, your role will include:   - Dealing with outbound sales calls to customers guaranteed over 50’s relating to life insurance and Funeral Plans. - All calls will be from customers who have previously connected with our client.  - Taking customers through insurance quotes to fit their needs

  Sales Insurance Representative Salary - £9.58p/hour + BONUS! Start Date – 2nd August 2021 Location – Sunderland Based    Are you passion about sales and customer service? Our client is best known for its range of services offered to 50s and over. We are currently looking for Insurance Advisors to work with them to offer first class sales and customer service to their customers. 

  Inbound Customer Service Advisor   Start date: 2nd August 2021 Salary: £9.75 per hour    Location - You will be required to initially work from home (Sunderland & surrounding areas)      Our Client is an integrated energy company based in the United Kingdom, with operations spanning electricity generation and the sale of gas and electricity to homes and businesses throughout the United Kingdom. It employs 13,331 people, and handles 5.7 million customer accounts.   As a Customer Service Advisor, you are the first point of contact for our client’s Customers. You will be required to efficiently complete customer requests and provide accurate information, always ensuring the highest level of customer care is provided. You will pro-actively cross sell other products and services to ensure our customers are provided the best services available.       Due to the Coronavirus pandemic we are looking at home working solutions for upcoming training groups to stay within government guidelines and keep you safe whilst in lockdown. If you are successful in your interview, you would be eligible for this if you have: - A laptop/ A desktop  - Sufficient  Broadband/Wifi - A mobile phone - A USB Headset   

      The Intra Day Manager will lead a team of Real Time Analyst (RTA) to deliver the in-week resource management of our people focusing on schedule adherence, intra-day FTE delivery and communication to the client on capacity to handle call volumes.  The Intra Day Manager will provide clear analysis on historical performance and subsequent recommendation to optimise performance for the remaining day/week. This will be delivered through close monitoring of resource delivery and performance and summary reports to the management team.     Key Responsibilities    - Proactively monitor the performance of the advisors and work with the operational teams to deliver Real Time KPI’s - Service levels and calls answered goals - AHT performance - Schedule conformance and adherence - Provide daily and weekly feedback to the planning team on the effectiveness and accuracy of plans being completed. - Effective communication with the client resource planning teams on our staffing levels to enable the client to make informed decisions on the throttling of calls to partner sites. - Post-day analysis on main KPI’s and performance of teams to enable the operational managers to optimise their teams’ performance    

Kura has a opening for a Service Desk Analyst 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

Inbound/Outbound Sales Advisor Start date:  26/7/2021 Salary: £19,760 (OTE £23,960) Rotational shift: 3 weekends off in 5 Operational Hours: M - F 8am - 9pm,  S - S 8am - 8pm Location: Glasgow Based (home working initially)   Due to the Coronavirus pandemic we are looking at home working solutions for upcoming training groups to stay within government guidelines and keep you safe whilst in lockdown.   Our client is growing in size!   We are looking for experienced or up and coming Sales Advisors to join us to promote broadband, TV, Mobile and Phone products or services to existing and potential customers.  Please note: a laptop or computer is required for the interview process, if you are successful, equipment will be supplied.

  Customer Sales Advisor Start date:  Monday 26th July1 Salary: £19,760 (OTE £23,960) Operational Hours: 8am - 9pm Weekdays & 8am - 8pm Weekends Rotational shift: 3 weekends off in 5 Location: Glasgow Based (home working initially)   Calling all Sales advisors! Can you bring your true self to work? Kura are currently recruiting highly sales driven advisors! Your role will be to deal with a variety of inbound & outbound calls, offering the best service to our telecommunications clients new and existing customers.   Equipment is required for the interview process however, should you be successful, we will provide equipment for your employment while working from home.    

  Customer Sales Advisor Start date:  Monday 26th July 2021 Salary: £19,760 (OTE £23,960) Operational Hours: M - F 8am - 9pm & S & S 8am - 8pm Rotational shift: 3 weekends off in 5 Location: Glasgow Based (home working initially)     Kura are looking for Salespeople of different backgrounds, to join our team for one of the UK’s leading telecommunications companies. We provide broadband, phone, TV and mobile to both new and existing customers.   You will be handling a mix of both inbound & outbound calls, helping people stay connected by providing the best service to suit their individual needs & wants.   Home working solutions for upcoming training groups to stay within government guidelines and keep you safe whilst restrictions are still in place.  

About Inisoft   Inisoft are a market-leading provider of software solutions for contact centres, with clients throughout Europe, the Middle East and North America.     Software is all about solving problems, and the right software can change people’s experiences – in our case both the experience of contact centre agents and customers.   We’re part of Kura, the UK’s largest independent contact centre outsourcer   Software is all about solving problems, and the right software can change people’s experiences – in our case both the experience of contact centre agents and customers.   Our product, Syntelate XA, is all about empowering agents and making things easy for them. With Syntelate XA, agents can help customers by phone, email, SMS, web chat and social media – all from a single, simple user interface. Confident agents = happy customers.   Inisoft are seeking an experienced Software Implementation Support Analyst to join our  team and provide exceptional first and second line support to customers all over the world who use Inisoft software products.   The ideal candidate for this role must demonstrate great attention to detail, excellent communication skills and be able to work in a fast paced environment where you use your initiative to effectively prioritise and resolve customer issues.  

    Bid Writer / Manager  - UK based Outsourced Contact Centre/BPO Salary upto £60k depending on experience  - plus excellent bonus and market leading benefits Remote based / UK Wide Kura have a fantastic opportunity for a Bid Writer / Manager to join our team, we are looking for someone to be able to tell the Kura story.   The Bid Writer and Manager is responsible for the quality of all aspects of the bid, including written documentation and presentations. They ensure all bid documentation is clear, concise and crucially compelling. They source and co-ordinate design input to ensure the visual standard of all documentation and presentation material is first class and eye-catching   Responsibilities  - Researching and analysing bids - Breaking bids down into bite size chunks - Planning the bid and delivery within timelines set - Meeting with relevant team members and getting relevant information from them - Researching the industry you’re writing for - Identifying and including win themes - Juggling a variety of bids at once - Proofreading and checking your own work - Scheduling reviews before sending the bid - Dealing with design (adding in relevant photos, flow charts etc to make the bid more compelling) - Saving materials to a bid library for future use - Compiling relevant supporting documents - Reviewing a colleague’s work (Does it contain contract specific USPs? Does it answer the questions asked in the bid? etc.) - Completing presentations and all supporting documentation, ensuring a cohesive and consistent approach. - Understand the industry and services Kura provides - Talk and listen to clients to find out their needs and values - Design, write, edit and check bid documents - Keep accurate records and save material to a ‘bid library’ for future use - Submit bids and support the process through to completion, keeping to strict deadlines        

  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.

      Kura are a leading UK based outsourcing business with a vision to be Unrivalled in Developing People across all organisations. Our philosophy is to help people cross the bridge.   We have an exciting opportunity for an Operations Manager to join our management team in Sunderland, where you will be responsible for managing a sales and service campaign, within Utilities.   Key responsibilities will include: - Achieving all operational KPIs across all accounts project including sales performance, delivery of hours, auditory/compliance requirements and customer satisfaction targets - Ensuring internal revenue budget targets and revenue growth targets are met - Managing the day-to-day client relationship at account manager level - Leading, developing, motivating and coaching Team Managers - Partnering with HR to analyse Employee Satisfaction feedback to minimise attrition and absence and maximise engagement - Forecasting and planning recruitment ensuring staffing levels are met across all accounts - Analysing results across the contract to identify areas for improvement and working with Continuous Improvement function to create plans to deliver improvement requirements - Ensuring knowledge is kept fully up-to-date in relation to competitor activity and industry regulatory requirements - Creating and maintaining a strong sales and service culture and performance driven working environment - Communicating effectively with the team to create and maintain a motivated and engaged workforce - Working with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KURA executive reports

Job Title: Customer Service  Start Date: Monday 16th August 2021  Salary: £19,760 + Bonus Shifts: Monday to Friday fixed shifts available.    Location - You will be required work from home initially (Liverpool based)    Due to the Coronavirus pandemic we are all home working until government restrictions change. Please note this is subject to change at short notice.     Our Client is one of the largest utility companies in the world focused on delivering a sustainable, greener energy future. As an Inbound Customer Service Advisor, you are the first point of contact for our client’s Direct Debit customers some who may have found themselves in vulnerable positions. 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.   Role/Responsibilities: - Assist customers via telephone to increase customer satisfaction.  This involves delivering the highest quality of customer service to enhance the customer experience and aiming to resolve customer issues at first point of contact.  - Managing a high volume of inbound calls handling complex issues, complaints and objections whilst navigating multiple PC systems - Accurately update the CRM system and document all action taken to achieve seamless communication between colleagues in the department. - Ability to gather data logically while paying attention to detail. A methodical, diligent and robust approach displayed to ensure that all data is gathered - Ensure negative posts are always handled in line with departmental processes adhering to Ofgem regulations.   - You must be capable of achieving KPI targets having the ability to work well under pressure, resolving customer issues within time constraints as well as promoting other products and services to all customers

  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 Sunderland; 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

  Customer Service Representative Salary: £19,760 p.a plus benefits Start Date: Monday 16th August Operational Hours: Monday to Friday 8am to 8pm, Saturday 8.30am to 4pm. Fixed shifts Monday to Friday Location - Glasgow Based (initially working from home)    Our client focus on working on a better, greener future. They generate renewable electricity and  pride that all domestic green tariffs are backed by 100% green electricity, made by windfarms right here in the UK!   As an Advisor you are customers initial point of call. You will be responsible for handling and resolving any inbound inquires or matters related to a customer account.