Contact Centre Team Manager

Hours: 40h p/w

Location: Stevenage

Shift Pattern: 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:

• 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.

Explore How You’ll Support Our Purpose…

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.

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.

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.

Responsibilities:

• 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.
• Take accountability for shift-level operational performance, including service levels, queue volumes, case backlogs, escalation control and operational risk.
• Act as the senior operational escalation point during the shift for customers, branch colleagues, internal stakeholders and colleagues within the Contact Centre.
• Make real-time decisions on workload prioritisation, resource deployment, escalation routing and service recovery within agreed policy, compliance and risk frameworks.
• 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.
• Ensure urgent, high-risk or business-critical matters are progressed without avoidable delay and are recorded appropriately.
• Monitor service levels, queue volumes, case backlogs, abandoned contact, response times, productivity and quality trends throughout the shift.
• Support rota planning, operational scheduling and short-term workforce decisions to meet changing demand.
• Ensure colleagues are appropriately trained, briefed and deployed to meet customer, branch and operational demand.
• Oversee complaint resolution and service recovery activity, ensuring root causes and customer outcomes are considered.
• Coach colleagues through difficult, sensitive or complex interactions, including compliance-related or reputationally sensitive matters.
• Ensure service delivery aligns with eurochange standards and third-party partner requirements where applicable.
• Conduct regular one-to-one meetings, development discussions and performance reviews.
• Manage attendance, wellbeing, performance and employee relations matters in line with company policy and with support from People & Culture where required.
• Support recruitment, onboarding, induction and cross-training activity to build capability across the Contact Centre.
• Create a positive, inclusive and high-performing team culture, setting clear expectations for professionalism, accountability and customer focus.
• Use operational data, management information and trend analysis to inform decision-making and improve performance.
• Ensure compliance with AML, KYC, GDPR and internal policy requirements across Contact Centre activity.
• Identify opportunities to improve customer experience, colleague experience, compliance outcomes and operational efficiency.