Job description:

Location: Glasgow
Hours: Monday to Friday, 9am to 5.30pm (40 hours per week)
Working Pattern: Onsite
Job Type: Full-time
Pay: £13.45 per hour

About Us

Kura is a leading customer service outsourcing provider, delivering exceptional support on behalf of a range of well-known brands.

We focus on creating outstanding customer experiences while offering a supportive and engaging workplace for our people.

Role Overview

As a Customer Service Advisor, you’ll handle inbound calls from customers who need support with their energy services.

You will be the person customers rely on when they need help, information, or reassurance.

This is a busy and rewarding role where you’ll manage a range of customer interactions, including those who may be frustrated or experiencing difficult circumstances.

You’ll be responsible for understanding each situation, assessing what support can be provided, and communicating outcomes clearly and professionally.

Every interaction is an opportunity to create a positive outcome while ensuring customers are treated fairly and consistently.

Full training and ongoing support will be provided -what matters most is your attitude, communication style, and willingness to learn.

Key Responsibilities
• Handle inbound customer calls in a professional and helpful manner.

• Listen carefully to understand customer needs and individual circumstances.

• Respond to enquiries and provide accurate information on behalf of the client.

• Assess requests for support in line with guidelines.

• Clearly explain decisions, including where outcomes may not meet expectations.

• Manage difficult or emotional conversations with empathy and professionalism.

• Offer alternative solutions and guidance where appropriate.

• Accurately update systems and records.

• Follow agreed processes and quality standards.

• Work with your team and manager to continuously improve performance.

What the Role Is Really Like

We want to be transparent so you can decide if the role is right for you.

This is a fast-paced customer service role.

Some days will be busy, and some tasks may feel repetitive.

You may speak to customers who are frustrated or need reassurance.

You will be expected to follow processes, attend shifts consistently, meet quality standards, and take feedback from your manager.

You will be fully supported through training and as you move into live calls.

What We’re Looking For

We are looking for individuals who can demonstrate:
• Strong communication and listening skills.

• A professional and positive approach.

• Ability to handle sensitive or challenging conversations.

• Confidence in making decisions and explaining outcomes.

• Reliability and commitment to agreed working hours.

• Willingness to learn and develop.

• Basic IT skills (email, data entry, system navigation).

• Attention to detail.

• Ability to remain calm under pressure.

• A strong customer-focused mindset.

Previous experience in customer service, call centres, retail, or hospitality is beneficial but not essential.

What We Offer
• £13.45 per hour
• Full-time, Monday to Friday working pattern.

• Structured training and onboarding.

• Ongoing coaching and development support.

• Supportive and inclusive working environment.

• Opportunities for career progression within Kura.

Recruitment Process

If shortlisted, the recruitment process may include:
• Screening interview.

• Role simulation assessment.

• Final interview.

• Offer and pre-boarding.

We’ll guide you through each stage and ensure you have the opportunity to ask questions.

Working Location

This is a full-time, onsite role based in Glasgow.

Pay: £13.45 per hour

Application question(s):
• Are you able to work 40 hours per week on a full-time basis?.

• Are you legally authorised to work in the UK?.

• Do you have previous customer service experience?.

• Are you comfortable handling a high volume of calls?.

• Are you able to reliably commute to this role’s location?.

• Are you comfortable working in a target-driven environment?.

• Do you have at least 12 months of customer service or call handling experience?.

• Do you have a notice period?.

• Are you available to work Monday to Friday, 9:00am – 5:30pm?.

• Can you start 13th August 2026?.

Experience:
• Call Centre: 1 year (required).

Location:
• Glasgow G4 0JY (required).

Work Location: In person