Customer Experience Leader (Operations Manager)

CCMA - Call Centre Management Association; Glasgow; On-site; GBP 38,000 - 45,000; Full time

Benefits offered by this job

Salary £38,000 – £45,000 DOE

Bonus opportunity

30 days paid holiday, increasing with…

Enhanced maternity and paternity…

Enhanced company sick pay

Comprehensive training and support

Development and succession…

Recognition programme and loyalty…

Positive, people-focused working env

Job summary

Kura in Glasgow is seeking an experienced Customer Experience Leader to head a high-performing operations team within a major client project. You will shape delivery, coaching leaders, and ensuring the team delivers outstanding service while meeting commercial objectives.

This role requires a strong background in contact centre or BPO operations, a track record of KPI delivery, and the ability to build trusted client relationships while fostering a positive, growth-focused culture.

Qualifications

• Experience in contact centre or BPO operational management.
• Experience managing Team Managers and multi-layered teams.
• Proven track record of achieving KPIs and improving performance.
• Strong coaching and people leadership skills.
• Commercial awareness and financial management experience.
• Good understanding of resource planning and operational delivery.
• Strong client relationship skills.
• Solutions-focused approach aligned with company values.

Responsibilities

• Lead day-to-day operational delivery across a customer experience project.
• Ensure KPIs 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.

Skills

Contact centre management

People leadership

KPI driven

Coaching

Client relationship

Resource planning

Commercial awareness

Job description

Customer Experience Leader (Operations Manager)

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

• 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

• 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.