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    • Handle escalated customer complaints professionally and efficiently.
    • Drive KPI performance while maintaining an exceptional customer experience.
    • Take ownership of customer complaints, prioritise and complete to the customer’s satisfaction and within agreed time scales.
    • Demonstrable experience in developing and implementing customer retention strategies, reducing customer churn and improving customer loyalty through data-led…
    • A genuine passion for great customer service.
    • Answer customer calls about orders, deliveries and products.
    • Turn complaints into positive outcomes with empathy…
  • View similar jobs with this employer
    • Experience of regulated complaints handling or Ombudsman referrals.
    • Twelve months' back office complaints experience within a contact centre.
    • Professionally respond to sales and customer queries using a problem solving approach to find solutions for customers, resolving complaints and queries as…
    • Handle complex and escalated complaints, working closely with relevant departments to resolve issues effectively and maintain customer satisfaction.
  • View similar jobs with this employer
    • Experience of regulated complaints handling or Ombudsman referrals.
    • Twelve months' back office complaints experience within a contact centre.
    • Handle escalated customer complaints professionally and efficiently.
    • Drive KPI performance while maintaining an exceptional customer experience.
    • A calm, empathetic and resilient approach to customer service, complaints and escalated issues.
    • Acting as the first point of escalation for complex customer…
    • Experience of working in a customer service role.
    • Handle complaints, provide appropriate solutions and alternatives, ensuring a resolution.
    • Experience of using a customer relationship management system to maintain accurate customer, enquiry and opportunity records.
    • Good knowledge of MS Office.
    • Handle complaints and service issues with professionalism and empathy.
    • Experience in a customer service environment (phone or face-to-face).
    • Proven Experience*: Strong background in handling customer complaints, with a focus on resolving complex issues empathetically and efficiently.
    • Handle customer complaints with care, resolving issues with a positive attitude.
    • Passionate about delivering an unforgettable customer experience.

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Job Post Details

Kura Coach
Kura
·
3.3
Glasgow G2 1BT
•
Hybrid work
£31,000 - £35,000 a year
Full-time
Apply now

Job details

£31,000 - £35,000 a year
Annual leave, Transport links
Full-time
No weekends, Monday to Friday
Hybrid work in 8 Nelson Mandela Place, Glasgow G2 1BT

Full job description

Job Details:
Job Title: Kura Coach
Location: The Athenaeum, 8 Nelson Mandela Place, Glasgow, G2 1BT

Kura Coach

Location: Glasgow City Centre

Our modern city center office is easily accessible by public transport, with excellent bus, train and subway links and a wide range of shops, cafes, gyms and amenities nearby.

Salary: £31,000 - £35,000 DOE + Bonus Opportunity

Lead People. Drive Performance. Shape Careers.

At Kura, we believe great results come from great people leadership.

We're looking for an experienced Kura Coach to inspire, develop and support a team of customer service professionals within our contact centre operation. This isn't a role where you're tied to a desk managing spreadsheets all day. We want our Kura Coaches to spend the majority of their time coaching, developing and empowering their people to succeed.

With a modern city-centre office, clear career progression pathways, manageable team sizes and a strong focus on work-life balance, this is an opportunity to make a real impact while continuing to grow your own career.

Why Join Kura?

Work-Life Balance

  • Monday to Friday working pattern
  • No weekends
  • Hybrid working opportunities (where campaign requirements allow)
  • 30 days paid holiday

Career Development That Goes Beyond Training

At Kura, progression isn't just a buzzword.

Many of our leaders have developed their careers through structured pathways such as:

Advisor → Kura Coach → Customer Experience Leader (CEL)

There are also opportunities to move into wider business functions, including Operations, Quality, Training, Planning, Recruitment, HR and Client Services.

Modern Working Environment

  • Newly refurbished office in the heart of Glasgow city centre
  • Excellent transport links and accessibility
  • Relaxed dress code
  • Supportive and collaborative culture

Reward & Recognition

  • Competitive salary of up to £35,000 DOE
  • Bonus opportunity
  • Regular performance and salary reviews
  • Recognition programmes and incentives

About the Operation

We support customers across a range of sectors, delivering exceptional customer experiences for our clients while creating an engaging environment for our people.

One of the things our leaders value most is the ability to genuinely coach and support their teams. Our team structures are designed to ensure Kura Coaches can build meaningful relationships with their people, providing the support and development they need to succeed without managing excessively large teams.

What You'll Be Doing

As a Kura Coach, you will:

  • Lead, motivate and engage a team of customer advisors
  • Deliver regular coaching, feedback and performance reviews
  • Create development plans that help people achieve their full potential
  • Drive KPI performance while maintaining an exceptional customer experience
  • Conduct one-to-one meetings and team briefings
  • Recognise and reward outstanding performance
  • Manage performance concerns through coaching and formal processes where required
  • Analyse engagement feedback and identify opportunities to improve team performance and wellbeing
  • Use performance data and MI to identify trends and drive results
  • Manage absence, wellbeing and attendance effectively
  • Handle escalated customer complaints professionally and efficiently
  • Build a positive, inclusive and high-performing team culture
  • Work closely with your Customer Experience Leader to achieve operational goals

What We're Looking For

Essential

  • Previous experience leading teams within a contact centre environment
  • Proven track record of delivering KPI and performance improvements
  • Strong coaching and people-development skills
  • Experience driving employee engagement and team performance
  • Excellent communication and stakeholder management skills
  • A passion for developing people and creating high-performing teams

Desirable

  • Experience within inbound and/or outbound contact centre operations
  • Knowledge of workforce planning or real-time operations
  • Exposure to client-facing relationships
  • Experience using performance reporting and MI tools

What's It Like to Be a Kura Coach?

Successful Kura Coaches are visible, approachable and passionate about helping people succeed. They know how to balance performance with people-first leadership and understand that engaged teams deliver the best customer experiences.

If you're ready to take the next step in your leadership career and join a business that invests in its people, we'd love to hear from you.

Apply today and start your next chapter with Kura.

Job Types: Full-time, Permanent

Pay: £31,000.00-£35,000.00 per year

Experience:

  • Team leader : 2 years (required)

Location:

  • Glasgow G2 1BT (required)

Work Location: In person

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