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- Tasks: Deliver outstanding customer service and manage queries in a fast-paced environment.
- Company: Join Fexco Group, a leading independent foreign exchange provider in the UK.
- Benefits: Competitive pay, flexible work options, and a supportive team culture.
- Other info: Opportunity for career growth in a vibrant and innovative company.
- Why this job: Be part of a dynamic team making a real impact in customer experience.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 30000 - 30000 £ per year.
Fexco Group is one of the UK’s largest independent foreign exchange providers. Since it was established in 1996, we have been driven by a spirit of innovation and focus on customer experience. We now have opportunities for great people to come and be a part of our Retail Foreign Exchange Contact Centre, to deliver excellent service at the heart of the local community.
We are currently recruiting for a Customer Contact Centre Representative to join our Customer Service Team. This is a fixed term full-time role until October 2026. You will be based in our Hammersmith office but with the opportunity to work from home on occasion.
As a Customer Contact Centre Representative, you will deliver outstanding customer service to our customers and provide operational support to the retail foreign exchange store and agent networks. Your role will involve efficiently managing customer queries, resolving issues promptly, and ensuring consistently high standards of customer satisfaction. You will also support the broader operational tasks of the third-party business to contribute to overall business performance. This is a 40 hours per week role working 5 days of 7 between 08.30am and 8pm (some weekend working is required) paying £14.54 per hour.
Main Responsibilities- Efficiently manage inbound and outbound calls, consistently achieving daily call volume targets.
- Respond effectively to customer enquiries and requests received via telephone and email, promptly identifying solutions and offering first-line support to customers and our retail foreign exchange store network.
- Accurately update the Customer Relationship Management (CRM) system with detailed information regarding customer interactions and enquiries.
- Professionally manage customer complaints and complex issues, escalating promptly and clearly to senior team members or management when required.
- Proactively contribute to ad-hoc projects and perform additional tasks as requested by management.
- Proven experience working within a fast-paced customer service environment, ideally handling a high volume of inbound and outbound calls.
- Strong administrative skills with demonstrable experience using CRM systems or similar customer databases.
- Excellent written and verbal communication skills, with experience responding professionally to customer queries via phone and email.
- Strong numerical ability with proven accuracy in managing financial transactions, pricing or stock control activities.
- Intermediate proficiency with Microsoft Office applications (Outlook, Excel, Word).
- Previous experience in the FX, travel or financial services industries would be advantageous.
- Knowledge or practical experience of credit control processes would be beneficial.
- Exceptional interpersonal skills with the proven ability to effectively manage challenging customer interactions and build productive relationships across internal teams.
- Demonstrable capability to manage competing priorities effectively, maintaining high productivity and attention to detail in a demanding environment.
- Proven ability to independently identify problems, assess the root cause, and implement timely and appropriate solutions.
- Evidence of successfully adapting to changes in workload, processes or systems, demonstrating resilience under pressure.
- Experience proactively reviewing, suggesting and implementing process improvements with minimal supervision.
- Proven record as a reliable and collaborative team player who actively contributes to a positive working environment.
Customer Contact Centre Representative employer: Fexco
Contact Detail:
Fexco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Contact Centre Representative
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Fexco Group and their customer service ethos. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling queries and complaints during the actual interview.
✨Tip Number 3
Show off your skills! Be ready to discuss your experience with CRM systems and how you've managed customer interactions in the past. Highlight any achievements that demonstrate your ability to deliver excellent service.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on our site. It’s the best way to ensure your application gets noticed and shows your enthusiasm for the role.
We think you need these skills to ace Customer Contact Centre Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Contact Centre Representative role. Highlight your experience in customer service, especially if you've handled a high volume of calls. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about delivering excellent customer service and how you can contribute to our team. Keep it friendly and professional, just like we are at StudySmarter.
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your written application reflects your excellent communication skills. Use clear and concise language, and don’t forget to proofread for any typos or errors before hitting send!
Apply Through Our Website: We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Fexco
✨Know Your Customer Service Basics
Brush up on your customer service principles before the interview. Fexco Group values outstanding service, so be ready to discuss how you've handled customer queries and complaints in the past. Think of specific examples that showcase your problem-solving skills and ability to maintain a positive attitude under pressure.
✨Familiarise Yourself with CRM Systems
Since you'll be using a Customer Relationship Management (CRM) system, it’s a good idea to get comfortable with how they work. If you have experience with any CRM software, be prepared to talk about it. If not, do a bit of research on common features and functionalities to show your willingness to learn.
✨Demonstrate Your Communication Skills
Excellent written and verbal communication is key for this role. Practice articulating your thoughts clearly and concisely. You might even want to prepare a few responses to common customer queries to demonstrate your ability to communicate effectively during the interview.
✨Show Your Team Spirit
Fexco Group looks for team players who contribute positively to the work environment. Be ready to share examples of how you've collaborated with colleagues in the past. Highlight any experiences where you’ve helped improve processes or supported your team during busy periods.