At a Glance
- Tasks: Lead a dynamic team in delivering exceptional customer service and operational excellence.
- Company: Join eurochange, a friendly and inclusive company passionate about transforming foreign exchange.
- Benefits: Enjoy 28 days holiday, high street discounts, and access to a virtual GP service.
- Other info: Be part of a vibrant culture with excellent career growth opportunities.
- Why this job: Make a real impact while developing your leadership skills in a supportive environment.
- Qualifications: Experience in managing teams and strong communication skills are essential.
The predicted salary is between 32000 - 40000 £ per year.
Hours
Location
Stevenage
Shift Pattern
This role operates on a rotational shift basis Monday - Sunday and may include early, mid and late shifts in line with Contact Centre operating hours. Shifts may include:
Why join #Teameurochange?
At eurochange, we’re all about people - and that includes you! We’re a dedicated and proactive bunch, passionate about our purpose:
to make foreign exchange better, simpler & more convenient, while always being the trusted inspirational experts.
So, step into our world, where friendliness, passion, and inclusivity reign supreme.
Explore How You’ll Support Our Purpose…
As a Contact Centre Team Manager, you'll provide operational leadership across the Contact Centre during allocated shifts, ensuring customers, branch colleagues and internal stakeholders receive responsive, professional and compliant support.
This is a Contact Centre-wide management role, with accountability for balancing priorities across customer support, branch support and first-line compliance support activity.
Rponsibilities
- Provide operational leadership for the Contact Centre during allocated shifts, ensuring effective service delivery across customer support, branch support and first-line compliance support activity.
- Take accountability for shift-level operational performance, including service levels, queue volumes, case backlogs, escalation control and operational risk.
- Act as the senior operational escalation point during the shift for customers, branch colleagues, internal stakeholders and colleagues within the Contact Centre.
- Make real-time decisions on workload prioritisation, resource deployment, escalation routing and service recovery within agreed policy, compliance and risk frameworks.
- Assess operational, compliance, conduct and financial crime risks, escalating significant concerns to the Head of Contact Centre and Fulfilment or other senior stakeholders where required.
- Ensure urgent, high-risk or business-critical matters are progressed without avoidable delay and are recorded appropriately.
- Monitor service levels, queue volumes, case backlogs, abandoned contact, response times, productivity and quality trends throughout the shift.
- Support rota planning, operational scheduling and short-term workforce decisions to meet changing demand.
- Ensure colleagues are appropriately trained, briefed and deployed to meet customer, branch and operational demand.
- Oversee complaint resolution and service recovery activity, ensuring root causes and customer outcomes are considered.
- Coach colleagues through difficult, sensitive or complex interactions, including compliance-related or reputationally sensitive matters.
- Ensure service delivery aligns with eurochange standards and third-party partner requirements where applicable.
- Conduct regular one-to-one meetings, development discussions and performance reviews.
- Manage attendance, wellbeing, performance and employee relations matters in line with company policy and with support from People & Culture where required.
- Support recruitment, onboarding, induction and cross-training activity to build capability across the Contact Centre.
- Create a positive, inclusive and high-performing team culture, setting clear expectations for professionalism, accountability and customer focus.
- Use operational data, management information and trend analysis to inform decision-making and improve performance.
- Ensure compliance with AML, KYC, GDPR and internal policy requirements across Contact Centre activity.
- Identify opportunities to improve customer experience, colleague experience, compliance outcomes and operational efficiency.
- Desired Experience And Skills
- Experience managing teams within a contact centre, customer service, operational support or service desk environment.
- Proven ability to manage performance against service levels, KPIs, quality standards and operational targets.
- Experience making real-time decisions on workload prioritisation, resource allocation and escalation management.
- Strong people management capability, including coaching, development, performance management, wellbeing and employee relations.
- Experience using operational data, MI and trend analysis to make decisions and drive performance improvements.
- Strong stakeholder management and communication skills, including the ability to provide clear updates on operational risks, service impacts and improvement actions.
- Experience handling complex or sensitive customer, colleague, branch, partner or operational escalations.
- Understanding of compliance requirements within a regulated environment, including AML, KYC, GDPR and internal controls.
- Ability to support workforce planning, rota coverage and operational resilience in a shift-based environment.
- A proactive, accountable and solutions-focused approach, with the confidence to operate as the senior operational leader during allocated shifts.
Our Perks are out of this world!
• Colleague Rate on Travel Money!
- 28 days holiday (inclusive of Bank Holidays)
- High Street Discounts
- Free mortgage advice (provided by a 3rd party)
- 24/7 Virtual GP service for you and your family.
- Cycle to Work Scheme
- Employee Health, Wellbeing and Financial support through the Retail Trust
- Life Assurance
- Private Medical Insurance (Single cover)
- Wagestream - access your already earned wages when you need it
• Additional holiday entitlement after 1 year!
• And much much more!
Our Vision
To be the UK’s go-to travel money provider, adding value to every customer’s journey!
Our Purpose
Foreign exchange… but better, simpler & more convenient, we’re the trusted inspirational experts.
Our Values
- We Strive, We Trust, We’re Aspirational, We’re Responsible, We’re Sincere
- #J-18808-Ljbffr
Contact Centre Team Manager in Stevenage employer: eurochange
At eurochange, we pride ourselves on being an excellent employer by fostering a supportive and dynamic work culture in Coventry. Our Retail Sales Assistants enjoy a range of benefits including 28 days of holiday, a cycle-to-work scheme, and opportunities for recognition, all while working in a customer-focused environment that encourages personal growth and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Manager in Stevenage
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at eurochange. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like eurochange before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Team Manager in Stevenage
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to eurochange:Your cover letter is your chance to shine! Tell us why you want to work at eurochange specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at eurochange!
How to prepare for a job interview at eurochange
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
