Customer Support Consultant (Call Handler)
Hours: 40 hours per week Location: Essex House, Stevenage - This role is office based. Shift Pattern: Monday - Sunday 5 out of 7 - Schedule is between 7am and 8pm
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
Join Us as a Customer Support Consultant and Make Every Customer's Journey Smoother
Do you love helping people, solving problems, and making every interaction count? Are you calm under pressure, thrive in a busy environment, and have a passion for providing exceptional service?
As a Customer Support Consultant, you'll be the first point of contact for our customers across all our brands – whether they're ordering online, resolving delivery issues, or simply looking for trusted advice about our services. Your professionalism, empathy, and efficiency will ensure that customers leave every conversation feeling confident and cared for.
Explore How You'll Support Our Purpose
* Respond to customer queries by phone, email, and digital channels with professionalism and warmth
* Resolve issues quickly and empathetically, always aiming for first-time resolution
* Support customers with online orders, delivery queries, product information, and account updates
* Handle third-party client requests, ensuring each interaction aligns with their specific brand standards
* Keep detailed, accurate records of all customer interactions and resolutions
* Escalate complex issues when needed, following through to resolution and keeping customers informed
* Identify and highlight recurring issues, contributing to improvements that make things better and simpler
* Apply different resolution and escalation processes to match the needs of eurochange and our partners
* Ensure all communication complies with FCA, GDPR, AML, and internal policies
* Collaborate with other teams (e.g., Branch Support, Currency, Digital) to resolve queries quickly and accurately
* Log interactions in CRM or ticketing systems, ensuring accurate and timely data entry
* Support with reporting on key metrics like call volumes, resolution times, and customer satisfaction
* Stay up to date with eurochange processes, completing required training and e-learning
The Stand-Out Qualities to Be Part of #Teameurochange
* Confident communicator with excellent verbal and written skills
* Calm, clear, and friendly when dealing with customers, even under pressure
* Strong problem-solving skills and a proactive, solution-focused mindset
* Great time management and ability to juggle multiple tasks
* Accurate and detail-oriented with solid record-keeping habits
* Familiarity with CRM or ticketing systems preferred
* Awareness of FCA, GDPR, and compliance requirements is an advantage
* Comfortable adapting to new processes and IT systems
Our Perks Are Out of This World
* Colleague Rate on Travel Money
* 28 days holiday (inclusive of bank holidays)
* High Street Discounts
* Free 24/7 Virtual GP service for you and your family
* Cycle to Work Scheme
* Employee Wellbeing & Financial Support through Retail Trust
* Employee Assistance Programme – because you matter
* Wagestream – access your earned wages when you need it
* Recognition Awards for outstanding service
* Additional holiday entitlement after 1 year
* Life Assurance
* …and 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
Ready to make every customer feel supported and confident? Apply today and start your journey with #Teameurochange