Customer Support Consultant (Call Handler)Hours: 40 hours per weekLocation: Essex House, Stevenage - This role is office based.Shift Pattern: Monday - Sunday 5 out of 7 - Schedule is between 7am and 8pmWhy Join #TeameurochangeAt 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 SmootherDo 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 PurposeRespond to customer queries by phone, email, and digital channels with professionalism and warmthResolve issues quickly and empathetically, always aiming for first-time resolutionSupport customers with online orders, delivery queries, product information, and account updatesHandle third-party client requests, ensuring each interaction aligns with their specific brand standardsKeep detailed, accurate records of all customer interactions and resolutionsEscalate complex issues when needed, following through to resolution and keeping customers informedIdentify and highlight recurring issues, contributing to improvements that make things better and simplerApply different resolution and escalation processes to match the needs of eurochange and our partnersEnsure all communication complies with FCA, GDPR, AML, and internal policiesCollaborate with other teams (e.g., Branch Support, Currency, Digital) to resolve queries quickly and accuratelyLog interactions in CRM or ticketing systems, ensuring accurate and timely data entrySupport with reporting on key metrics like call volumes, resolution times, and customer satisfactionStay up to date with eurochange processes, completing required training and e-learningThe Stand-Out Qualities to Be Part of #TeameurochangeConfident communicator with excellent verbal and written skillsCalm, clear, and friendly when dealing with customers, even under pressureStrong problem-solving skills and a proactive, solution-focused mindsetGreat time management and ability to juggle multiple tasksAccurate and detail-oriented with solid record-keeping habitsFamiliarity with CRM or ticketing systems preferredAwareness of FCA, GDPR, and compliance requirements is an advantageComfortable adapting to new processes and IT systemsOur Perks Are Out of This World!Colleague Rate on Travel Money28 days holiday (inclusive of bank holidays)High Street DiscountsFree 24/7 Virtual GP service for you and your familyCycle to Work SchemeEmployee Wellbeing & Financial Support through Retail TrustEmployee Assistance Programme – because you matter!Wagestream – access your earned wages when you need itRecognition Awards for outstanding serviceAdditional holiday entitlement after 1 yearLife Assurance…and much more!Our VisionTo be the UK’s go-to travel money provider, adding value to every customer’s journey.Our PurposeForeign exchange… but better, simpler & more convenient. We’re the trusted inspirational experts.Our ValuesWe Strive | We Trust | We’re Aspirational | We’re Responsible | We’re SincereReady to make every customer feel supported and confident? Apply today and start your journey with #Teameurochange!