Head of Contact Centre & Fulfilment
40 Hours - Permanent
Stevenage - On site Role
£65000 - £75000 per annum
How you'll support our Purpose:
As our Head of Contact Centre & Fulfilment, you will be the driving force behind the seamless and efficient functioning of our Cash Centre and Contact Centre teams. You'll inspire our core operational functions through your inspirational leadership to provide a best-in-class experience to all internal and external customers as the trusted inspirational expert.
Embracing innovation and digital transformation, you will identify opportunities to leverage technology and automation to streamline processes, improve service delivery, and enhance the customer journey. Championing forward thinking, you'll develop innovative operational strategies that enable our teams to drive our purpose. Acting as an ambassador for change, you'll embrace innovation, leverage data-driven insights, and implement strategies that elevate our brand and customer experience standards.You'll act as a mentor, coach, and strategic partner, empowering your team to exceed expectations, meet SLAs and adapt to the evolving financial landscape, leading the way as the ‘foreign exchange expert'.
Explore our Culture…
Here at eurochange, we're all about people and that includes you! We're a dedicated and proactive bunch passionate about our purpose, to inspire people to explore the world, and experience more! We make travel dreams come true, one currency exchange at a time.
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 whilst we take the legalities of our service seriously, we love to have fun along the way!
Explore our Perks!
Private Medical Insurance (Single)
Income Protection for you.
Colleague Rates on Travel Money!
High Street Discounts
Free mortgage advice
24/7 Virtual GP service for you and your family.
Employee Assistance Programme
Life Assurance Scheme
Free Car Parking when on-site
Wagestream – access your already-earned wages.
And much much more!
What you'll be doing day to day
Strategic Leadership & Innovation
Working with the Operations Director, develop and execute the operations strategy across your functions, ensuring that colleagues understand their role and purpose in delivering this plan
Seek, identify and drive continuous process improvements, automation, and digital innovations to enhance efficiency and customer experience.
Identify, propose and implement emerging FinTech and AI-driven solutions to streamline operations and enhance service delivery.
Deliver a high-performing team through clear vision, goal setting, coaching and motivation.
Acts as the ‘voice of operations' by bringing the high street into the business and providing timely, relevant and commercially useful feedback to help drive trade decisions across retail.
Champion digital transformation and forward-thinking practices to enhance operational efficiency.
Champion agile methodologies to drive efficiency, flexibility, and rapid problem-solving across central operations.
Customer Experience
Work in partnership with our Retail & Operations Directors to develop and execute the customer experience strategy.
Champion a culture of customer-first thinking, ensuring feedback is integrated into service improvements and ensuring that they are at the heart of all decision-making.
Gain customer feedback to help improve our central operations and enhance the overall customer experience in our branches.
Contact Centre Excellence
Lead our contact centre teams to embody the ‘trusted inspirational expert', and provide a best in class customer experience to every customer.
Monitor call handling, root cause analysis, and service standards to ensure a best-in-class customer experience.
Strengthen relationships with partner branches, ensuring seamless support and alignment with our service promise.
Operational Efficiencies & Performance Management
Develop scalable processes and standard operating procedures (SOPs) that enhance current efficiency and compliance, ensuring continuous simplification and process improvement.
Develop KPIs and performance metrics to track operational success.
Oversee call monitoring, ensuring teams are meeting and exceeding service expectations.
Implement root cause analysis processes to identify issues and develop long-term solutions.
Improve efficiencies within the Cash Centre to optimise handling, reconciliation, and security of currency.
Ensure all operational processes comply with regulatory requirements and internal policies.
Implement risk management frameworks to safeguard business continuity and operational integrity.
Cash Centre & Financial Controls
Oversee, review and simplify our cash management operations, ensuring security, accuracy, and regulatory compliance.
Optimise cash logistics, forecasting, and reconciliation processes through advanced analytics and automation.
Strengthen internal controls to mitigate risk and ensure compliance with financial regulations.
Change Management & Transformation:
Drive and deliver change initiatives across your teams, ensuring alignment with the wider business strategy.
Engage and empower colleagues throughout the change process, effectively communicating the vision, benefits, and steps involved.
Manage resistance and build resilience within your team, ensuring smooth transitions and successful implementation of new initiatives.
The standout qualities we're looking for:
Proven experience in an operational leadership role, preferably within the financial services, retail, or foreign exchange industry.
Strong background in strategic leadership, process optimisation, and change management.
Strong experience in managing multi-functional teams within a contact centre/fulfilment environment
Track record of driving operational efficiencies, service improvements, and digital transformation initiatives.
Experience in compliance and risk management within a regulated environment.
Strong financial acumen, including cost control, budgeting, and performance analysis.
Experience in leveraging AI, FinTech, and automation to improve operational processes.
Prince 2 / Lean Six Sigma.
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
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