Contact Centre Advisor

Contact Centre Advisor

Hours: 27h p/w Location: Stevenage - Essex House, SG1 2EF Shift Pattern: office based, Monday to Sunday

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 escalate 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!

• 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
• 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