At a Glance
- Tasks: Manage and optimise relationships with outsourced contact centre vendors for top-notch customer experience.
- Company: First Rate, the UK's largest foreign currency supplier with a global presence.
- Benefits: Dynamic work environment, opportunities for growth, and a commitment to diversity.
- Other info: Supportive culture that values talent and encourages personal development.
- Why this job: Join a leading company in the FX industry and make a real impact on customer service.
- Qualifications: Experience in managing outsourced contact centres and strong contract management skills.
The predicted salary is between 36000 - 60000 € per year.
About the job
First Rate is the UK’s largest supplier of foreign currency and a top 5 currency wholesaler globally. We are one of the foremost foreign exchanges (FX) experts in the industry, with a multi-billion-pound wholesale business and over 20 years’ trusted experience providing tailor-made travel money solutions for companies in the finance, travel and retail sectors.
At First Rate, you’ll be part of a major worldwide currency operation where billions of pounds change hands every year. Now is an exciting time to join us as we are growing and expanding through new products, markets and partnerships.
The role
The Outsourced Contact Centre Vendor Manager will oversee and optimise relationships with outsourced BPO partners to ensure exceptional customer experience, operational efficiency, and commercial value. This role manages contract performance, quality assurance, budgeting, and drives continuous improvement with current and future vendors.
Key Responsibilities
- Manage daily operations of outsourced contact centre vendors, serving as the key liaison between internal teams and BPO partners.
- Build strong, collaborative relationships with vendor leadership to drive partnership and shared success.
- Ensure vendor delivery aligns with business goals, customer experience standards, and brand values.
Contract & Commercial Management
- Own BPO contracts, SLAs, and commercial terms to ensure compliance and maximise value.
- Lead contract negotiations, renewals, and amendments to meet evolving business needs.
- Oversee vendor invoicing and payment schedules.
Budgeting & Financial Control
- Develop, manage, and forecast budgets for outsourced contact centre operations.
- Monitor vendors spend, identifying cost-saving opportunities without sacrificing service quality.
- Analyse cost-to-serve and recommend efficiency improvements.
Performance & Quality Assurance
- Track vendor KPIs, SLAs, and quality metrics to ensure consistent high performance.
- Conduct regular performance reviews, site visits, audits, and calibration sessions to uphold standards.
- Identify gaps and implement improvement plans.
- Collaborate with vendors to drive innovation, process optimisation, and technology adoption.
- Benchmark vendor performance against industry best practices.
- Use customer feedback to influence operational enhancements.
About You
- Deep knowledge of the CX BPO market with proven experience managing outsourced contact centre vendors across multiple geographies and service lines.
- Strong expertise in contract management, including SLA development, commercial negotiation, and dispute resolution.
- Proven skills in budget management and financial forecasting for outsourced operations.
- Successful track record in quality assurance, customer journey enhancement, and operational performance optimisation.
- Excellent relationship management and influencing abilities, working effectively with senior internal and external stakeholders.
- Strong analytical skills to interpret operational and financial data for informed decision-making.
- Experience managing multi-channel contact centre operations (voice, email, chat, social, back-office).
- Familiarity with contact centre technologies, workforce management tools, and CX analytics platforms.
- Exposure to regulated industries and compliance standards.
We offer a successful, dynamic and supportive environment where people with talent and dedication can learn, grow and thrive at every level.
Diversity Statement
First Rate is committed to eliminating discrimination and encouraging diversity in its workforce. We aim to create a culture that respects and values each other’s differences, that promotes dignity, equity and diversity and that encourages individuals to develop and maximise their true potential.
Seniority level
- Not Applicable
Employment type
- Full-time
Job function
- Customer Service and Management
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Vendor Manager in Datchet employer: First Rate Exchange Services
First Rate is an exceptional employer that fosters a dynamic and supportive work environment, perfect for those looking to grow their careers in the foreign exchange industry. With a commitment to diversity and employee development, we offer numerous opportunities for professional advancement while ensuring a collaborative culture that values each individual's contributions. Join us in our exciting journey of expansion and innovation, where your expertise as a Vendor Manager will play a crucial role in enhancing customer experiences and driving operational excellence.
Contact Detail:
First Rate Exchange Services Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Vendor Manager in Datchet
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your experience. This will help you stand out as a candidate who truly gets them.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills in vendor management and customer experience can benefit the company. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Vendor Manager in Datchet
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Vendor Manager role. Highlight your experience in managing outsourced contact centre vendors and any relevant achievements that align with the job description.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for First Rate. Share specific examples of how you've driven operational efficiency and improved customer experiences in previous roles.
Showcase Your Analytical Skills:Since the role involves budget management and performance tracking, be sure to mention any tools or methods you've used to analyse data and make informed decisions. We love numbers!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team.
How to prepare for a job interview at First Rate Exchange Services
✨Know Your Vendors
Before the interview, do your homework on the outsourced contact centre vendors that First Rate works with. Understand their strengths and weaknesses, and think about how you can enhance those relationships. This will show your potential employer that you're proactive and ready to hit the ground running.
✨Master the Metrics
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Be prepared to discuss how you've used these metrics in past roles to drive performance improvements. This demonstrates your analytical skills and understanding of operational efficiency.
✨Showcase Your Negotiation Skills
Since contract management is a big part of this role, be ready to share examples of successful negotiations you've led. Highlight any challenges you faced and how you overcame them. This will illustrate your ability to manage contracts effectively and maximise value for the company.
✨Emphasise Relationship Building
The role requires strong relationship management skills, so come prepared with examples of how you've built and maintained successful partnerships in the past. Discuss your approach to collaboration and how you ensure alignment with business goals and customer experience standards.
