Job description
<div id="job-desription" class="INHERIT DEFAULT-UL basis-0 flex-grow ng-tns-c1550478706-2"><h3><strong>Hours: </strong>40h p/w <br><strong>Location: </strong>Stevenage <br><strong>Shift Pattern: </strong>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:<strong> </strong></h3><ul><li>Early Shift: 07:45 - 16:45 </li><li>Mid Shift: 09:30 - 18:30 </li><li>Late Shift: 11:15 - 20:15 </li><li>Sunday: 09:45 - 18:15 </li></ul><h3><strong>Why join #Teameurochange?</strong> At eurochange, we’re all about people – and that includes you! We’re a dedicated and proactive bunch, passionate about our purpose: <strong>to make foreign exchange better, simpler & more convenient, while always being the trusted inspirational experts.</strong> So, step into our world, where friendliness, passion, and inclusivity reign supreme. </h3><h3><strong>Explore how you’ll support our purpose…</strong></h3><p>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. <br>Operating as the key operational leader during your shift, you'll make real-time decisions on workload prioritisation, resource deployment, escalation routing, service recovery and operational risk. <br>You'll lead and develop colleagues, provide operational direction across workstreams, maintain compliance and risk standards, and use performance insight to drive continuous improvement. The role has a wider operating span than single-team leadership roles and is accountable for shift-level performance, operational resilience and stakeholder confidence across the Contact Centre function. </p><h3> <strong>Rponsibilities: </strong></h3><ul><li>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. </li><li>Take accountability for shift-level operational performance, including service levels, queue volumes, case backlogs, escalation control and operational risk. </li><li>Act as the senior operational escalation point during the shift for customers, branch colleagues, internal stakeholders and colleagues within the Contact Centre. </li><li>Make real-time decisions on workload prioritisation, resource deployment, escalation routing and service recovery within agreed policy, compliance and risk frameworks. </li><li>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. </li><li>Ensure urgent, high-risk or business-critical matters are progressed without avoidable delay and are recorded appropriately. </li><li>Monitor service levels, queue volumes, case backlogs, abandoned contact, response times, productivity and quality trends throughout the shift. </li><li>Support rota planning, operational scheduling and short-term workforce decisions to meet changing demand. </li><li>Ensure colleagues are appropriately trained, briefed and deployed to meet customer, branch and operational demand. </li><li>Oversee complaint resolution and service recovery activity, ensuring root causes and customer outcomes are considered. </li><li>Coach colleagues through difficult, sensitive or complex interactions, including compliance-related or reputationally sensitive matters. </li><li>Ensure service delivery aligns with eurochange standards and third-party partner requirements where applicable. </li><li>Conduct regular one-to-one meetings, development discussions and performance reviews. </li><li>Manage attendance, wellbeing, performance and employee relations matters in line with company policy and with support from People & Culture where required. </li><li>Support recruitment, onboarding, induction and cross-training activity to build capability across the Contact Centre. </li><li>Create a positive, inclusive and high-performing team culture, setting clear expectations for professionalism, accountability and customer focus. </li><li>Use operational data, management information and trend analysis to inform decision-making and improve performance. </li><li>Ensure compliance with AML, KYC, GDPR and internal policy requirements across Contact Centre activity. </li><li>Identify opportunities to improve customer experience, colleague experience, compliance outcomes and operational efficiency. </li></ul><hr><h3><strong>Desired Experience and Skills </strong></h3><ul><li>Experience managing teams within a contact centre, customer service, operational support or service desk environment.</li><li>Proven ability to manage performance against service levels, KPIs, quality standards and operational targets. </li><li>Experience making real-time decisions on workload prioritisation, resource allocation and escalation management. </li><li>Strong people management capability, including coaching, development, performance management, wellbeing and employee relations. </li><li>Experience using operational data, MI and trend analysis to make decisions and drive performance improvements. </li><li>Strong stakeholder management and communication skills, including the ability to provide clear updates on operational risks, service impacts and improvement actions. </li><li>Experience handling complex or sensitive customer, colleague, branch, partner or operational escalations. </li><li>Understanding of compliance requirements within a regulated environment, including AML, KYC, GDPR and internal controls. </li><li>Ability to support workforce planning, rota coverage and operational resilience in a shift-based environment. </li><li>A proactive, accountable and solutions-focused approach, with the confidence to operate as the senior operational leader during allocated shifts. </li></ul><hr><h3><strong>Our Perks are out of this world!</strong></h3><ul><li>Colleague Rate on Travel Money!</li><li>28 days holiday (inclusive of Bank Holidays)</li><li>High Street Discounts </li><li>Free mortgage advice (provided by a 3rd party)</li><li>24/7 Virtual GP service for you and your family. </li><li>Cycle to Work Scheme</li><li>Employee Health, Wellbeing and Financial support through the Retail Trust</li><li>Life Assurance</li><li>Private Medical Insurance (Single cover)</li><li>Wagestream – access your already earned wages when you need it</li><li>Additional holiday entitlement after 1 year!</li><li>And much much more!</li></ul><hr><h3><strong>Our Vision</strong></h3><p>To be the UK’s go-to travel money provider, adding value to every customer’s journey!</p><h3><strong>Our Purpose</strong></h3><p>Foreign exchange… but better, simpler & more convenient, we’re the trusted inspirational experts.</p><h3><strong>Our Values</strong></h3><p>We Strive, We Trust, We’re Aspirational, We’re Responsible, We’re Sincere</p></div><div class="mb-[20px] tablet:mt-0 tablet:mb-0 tablet:w-[332px] mobile:w-full ng-tns-c1550478706-2"><job-description-card class="ng-tns-c1550478706-2"><div class="w-full mb-[20px] tablet:mb-0 border-1 border-neutral-200 bg-neutral-25 rounded-md shadow-300 group" style="font-family: Roboto;"><!----><div class="p-5 tablet:p-8"><div class="flex flex-col gap-5"><div class="paragraph-2 font-semibold axiom0-0 axiom-scraped-0"> Contact Centre Team Manager </div><div class="flex gap-2 items-start ng-star-inserted"><div class="mt-[2px]"><i class="fak fa-talos-location-pin fa-xl text-neutral-400"></i></div><div class="flex flex-col items-start"><div class="ng-star-inserted"><p class="paragraph-2 font-medium text-neutral-600 ng-star-inserted axiom1-0 axiom-scraped-1" style="font-family: Roboto;"> Stevenage, Hertfordshire, United Kingdom </p><!----></div><div class="ng-star-inserted"><p class="paragraph-3 text-4 ng-star-inserted" style="font-family: Roboto;"> SG1 2EF </p><!----></div><!----><!----><!----></div></div><!----><div class="flex gap-2 ng-star-inserted"><div class="items-start mt-[2px]"><i class="fak fa-talos-dollar fa-xl text-neutral-400"></i></div><span class="paragraph-2 font-medium text-neutral-600 axiom2-0 axiom-scraped-2"> £40,000 per year<!----><!----></span></div><!----><div class="flex gap-2 items-center ng-star-inserted"><i class="fak fa-talos-clock fa-xl text-neutral-400"></i><span class="paragraph-2 font-medium text-neutral-600 axiom3-0 axiom-scraped-3"> Permanent - Full-time </span></div><!----><div class="border-b border-neutral-200 w-full"></div><!----><div class="flex gap-2 items-center ng-star-inserted"><i class="fak fa-talos-information fa-lg text-neutral-400"></i><span class="paragraph-1 font-normal text-neutral-600"> Posted today </span></div><!----><div class="flex gap-2 items-center ng-star-inserted"><i class="fak fa-talos-information fa-lg text-neutral-400"></i><span class="paragraph-1 font-normal text-neutral-600"> Closing date: 09/09/2026 </span></div><!----><div class="flex gap-2 items-center ng-star-inserted"><i class="fak fa-talos-information fa-lg text-neutral-400"></i><span class="paragraph-1 font-normal text-neutral-600"> Job reference: DG1638616SteGA </span></div><!----></div></div></div></job-description-card><job-documents class="ng-tns-c1550478706-2"><!----></job-documents><!----></div>
