Contact Centre Advisor

eurochange

Stevenage

On-site

GBP 27,000 - 32,000

Full time

11 days ago

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Benefits offered by this job

Colleague Rate on Travel Money

28 days holiday (inclusive of Bank Hol

High Street Discounts

Free mortgage advice (provided by a 3

24/7 Virtual GP service for you and

Cycle to Work Scheme

Employee Health, Wellbeing and Finance

Life Assurance

Wagestream - access your already Earn

Additional holiday entitlement after 1

Job summary

eurochange in Stevenage is seeking a Contact Centre Advisor to support customers and branch colleagues across channels, handling inquiries, assisting with orders and maintaining accurate records with compliance checks.

This office-based role is 27 hours per week, with a salary of £29,500 per annum (full-time equivalent) pro rata for part-time hours, and a suite of employee benefits.

Qualifications

Experience within a customer service, operational support, contact centre, or financial services environment.
Strong verbal and written communication skills.
Excellent attention to detail and organisational skills.
Ability to manage multiple priorities effectively.
Experience using CRM, ticketing, or operational systems.
Strong problem-solving and communication skills.
Ability to work collaboratively across teams.
Awareness of AML, KYC, GDPR, or financial services compliance requirements is desirable.
Comfortable learning new systems and operational processes.
Positive, adaptable, and team-focused approach.

Responsibilities

Respond to customer and branch colleague queries across telephone, email, digital and internal support channels.
Resolve operational and service issues efficiently, or elevate where appropriate.
Deliver professional, accurate and customer-focused support across all interactions.
Maintain accurate records, case notes and updates across internal system
Support operational service delivery across eurochange and third-party partner operations.
Support the effective use of operational systems, CRM platforms, ticketing systems and internal support tools.
Complete operational administration activities accurately and within agreed service levels.
Maintain awareness of operational procedures, system updates and process changes.
Support compliance with internal policies and regulatory requirements including AML, KYC, GDPR, and Data Protection
Complete first-line compliance and customer due diligence administration activities in line with company procedures.
Maintain accurate customer and transaction records.
Share best practice and help maintain a consistent approach to customer, branch and partner support.
Contribute ideas and feedback to support service improvements and operational efficiency.
Support onboarding, shadowing, buddying or knowledge-sharing activity where required.
Participate in coaching, training and development activities.

Skills

Customer service experience

Verbal and written communication

Attention to detail

Multitasking

Team collaboration

CRM systems

Tools

CRM software

Ticketing systems

Job description

Hours: 27h p/w

Location: Stevenage - Essex House, SG1 2EF

Shift Pattern: office based, Monday to Sunday

Salary: £29,500 per annum (full-time equivalent), pro rata for 27 hours per week.

Shifts may include:

Early Shift: 07:45 - 16:45
Mid Shift: 09:30 - 18:30
Late Shift: 11:15 - 20:15
Sunday 09.45 - 18.15

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. Consider us your home away from home, where you’re free to be your unique, authentic self. We believe in hard work that makes an impact and innovates, and whilst we take the legalities of our service seriously, we love to have fun along the way!

Your mission as our Contact Centre Advisor

As a Contact Centre Advisor, you’ll support both our customers and branch colleagues across all brands through a range of customer service, operational support, systems support and first-line compliance-related activities. Working as part of an integrated Contact Centre team, you’ll provide support across multiple contact channels including telephone, email, digital channels and internal support systems. You’ll help resolve customer and operational queries, support colleagues with processes and systems, maintain accurate records, and ensure interactions are handled professionally, accurately and efficiently. Whether supporting a customer with an order query, assisting a branch colleague with an operational issue, helping with system or process guidance, or supporting standard AML and KYC processes, you’ll help make things better and simpler at every touchpoint.

Explore How You’ll Support Our Purpose…

Respond to customer and branch colleague queries across telephone, email, digital and internal support channels.
Resolve operational and service issues efficiently, or elevate where appropriate.
Deliver professional, accurate and customer-focused support across all interactions.
Maintain accurate records, case notes and updates across internal system
Support operational service delivery across eurochange and third-party partner operations.
Support the effective use of operational systems, CRM platforms, ticketing systems and internal support tools.
Complete operational administration activities accurately and within agreed service levels.
Maintain awareness of operational procedures, system updates and process changes.
Support compliance with internal policies and regulatory requirements including AML, KYC, GDPR, and Data Protection
Complete first-line compliance and customer due diligence administration activities in line with company procedures.
Maintain accurate customer and transaction records.
Share best practice and help maintain a consistent approach to customer, branch and partner support.
Contribute ideas and feedback to support service improvements and operational efficiency.
Support quality, accuracy and service improvement activity by sharing observations, trends and feedback with the Contact Centre Team Manager.
Support onboarding, shadowing, buddying or knowledge-sharing activity where required.
Participate in coaching, training and development activities.

The 'stand-out' qualities to be part of #Teameurochange

Experience within a customer service, operational support, contact centre, or financial services environment
Strong verbal and written communication skills
Excellent attention to detail and organisational skills
Ability to manage multiple priorities effectively
Experience using CRM, ticketing, or operational systems
Strong problem-solving and communication skills
Ability to work collaboratively across teams
Awareness of AML, KYC, GDPR, or financial services compliance requirements is desirable
Comfortable learning new systems and operational processes
Positive, adaptable, and team-focused approach

Our Perks are out of this world!