Eurochange

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 ? 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. 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. Desired Experience and Skills Experience managing teams within a contact centre, customer service, operational support or service desk environment. Proven ability to manage performance against service levels, KPIs, quality standards and operational targets. Experience making real-time decisions on workload prioritisation, resource allocation and escalation management. Strong people management capability, including coaching, development, performance management, wellbeing and employee relations. Experience using operational data, MI and trend analysis to make decisions and drive performance improvements. Strong stakeholder management and communication skills, including the ability to provide clear updates on operational risks, service impacts and improvement actions. Experience handling complex or sensitive customer, colleague, branch, partner or operational escalations. Understanding of compliance requirements within a regulated environment, including AML, KYC, GDPR and internal controls. Ability to support workforce planning, rota coverage and operational resilience in a shift-based environment. A proactive, accountable and solutions-focused approach, with the confidence to operate as the senior operational leader during allocated shifts. 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 Private Medical Insurance (Single cover) 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

Retail Bureau Manager (Store Manager) Hours: 30h p/w Location/s: Bishop's Stortford Responsible for: A small team of Retail Colleagues. Shift Pattern: Monday - Sunday Lead the Way as a Retail Bureau Manager Are you a natural leader who thrives in a fast-paced, customer-focused environment? Do you have a passion for retail, financial services, and driving performance? At eurochange, our Bureau Mana click apply for full job details

Retail Bureau Manager (Store Manager) Hours: 38hours p/w Location/s: The Lanes Shopping Centre, Carlisle CA3 8NT Responsible for: A small team of Retail Colleagues. Shift Pattern: Monday to Sunday, shifts based Lead the Way as a Retail Bureau Manager Are you a natural leader who thrives in a fast-paced, customer-focused environment? Do you have a passion for retail, financial services, and drivi click apply for full job details

Retail Bureau Manager (Store Manager) Hours: 30 hours p/w Location/s: Maidstone - Morrisons, ME15 9NN (New Store Opening Soon) Responsible for: A small team of Retail Colleagues. Shift Pattern: Monday - Sunday shifts based Lead the Way as a Retail Bureau Manager Are you a natural leader who thrives in a fast-paced, customer-focused environment? Do you have a passion for retail, financial services, and driving performance? At eurochange, our Bureau Managers don't just manage branches - they inspire, empower, and set the standard for delivering exceptional service. As a Bureau Manager, you'll be at the heart of our retail FX business, leading your team to success with outstanding leadership, commercial acumen, and a commitment to making every customer's experience seamless and memorable. From hitting sales targets and ensuring compliance to building a motivated, high-performing team, you'll play a key role in bringing our purpose to life. What you'll be doing on a day-to-day basis Own the performance of your branch, driving revenue and profitability through excellent customer service and strong sales strategies Inspire and coach your team to deliver personalised, engaging experiences for every customer Build lasting relationships with customers, understanding their travel needs and matching them with the right products Actively promote our full range of services to help customers make their travel money experience better, simpler, and more convenient Act as the first point of contact for customer queries and complaints, resolving them quickly and professionally Lead by example in delivering our eurochange sales framework and maintaining our high standards Ensure full compliance with AML, KYC, and company procedures, upholding our reputation for integrity and trust Conduct regular cash reconciliations and audits to manage risk and minimise losses Analyse branch KPIs and performance data to identify opportunities for improvement Train and mentor your team to grow their skills, confidence, and careers Manage operational excellence by keeping your branch organised, secure, and compliant with all regulations Collaborate with peers, Regional Managers, and Support Centre teams to share insights and drive success across the wider business Proactively seek opportunities to innovate and improve processes that enhance the customer experience. Our Leadership Behaviours As a Bureau Manager, you'll be expected to: Lead by example, embodying eurochange's values in every interaction Communicate clearly and confidently, ensuring your team knows what's expected and feels supported Empower your team to make decisions, solve problems, and take ownership of their performance Recognise and celebrate success, motivating your team to achieve and exceed their targets Demonstrate resilience and adaptability in a fast-paced retail environment Foster a positive, inclusive workplace where everyone feels valued and can thrive Give and receive feedback openly and constructively, always looking for ways to improve Stay commercially aware, understanding how your decisions impact the branch and the wider business The Stand-Out Qualities to Be Part of Proven experience leading teams in a retail, banking, or financial services environment A commercial mindset with a track record of meeting and exceeding sales targets Strong leadership skills with the ability to motivate, coach, and develop others Financial acumen, including managing budgets, cash handling, and risk controls Knowledge of AML, KYC, and financial compliance standards A passion for customer service and relationship building Excellent communication, problem-solving, and organisational skills 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

Retail Bureau Manager (Store Manager) Hours: 30 hours p/w Location/s: Maidstone - Morrisons, ME15 9NN (New Store Opening Soon) Responsible for: A small team of Retail Colleagues. Shift Pattern: Monday - Sunday shifts based Lead the Way as a Retail Bureau Manager Are you a natural leader who thrives in a fast-paced, customer-focused environment? Do you have a passion for retail, financial services, and driving performance? At eurochange, our Bureau Managers don t just manage branches they inspire, empower, and set the standard for delivering exceptional service. As a Bureau Manager, you ll be at the heart of our retail FX business, leading your team to success with outstanding leadership, commercial acumen, and a commitment to making every customer s experience seamless and memorable. From hitting sales targets and ensuring compliance to building a motivated, high-performing team, you ll play a key role in bringing our purpose to life. What you'll be doing on a day-to-day basis Own the performance of your branch, driving revenue and profitability through excellent customer service and strong sales strategies Inspire and coach your team to deliver personalised, engaging experiences for every customer Build lasting relationships with customers, understanding their travel needs and matching them with the right products Actively promote our full range of services to help customers make their travel money experience better, simpler, and more convenient Act as the first point of contact for customer queries and complaints, resolving them quickly and professionally Lead by example in delivering our eurochange sales framework and maintaining our high standards Ensure full compliance with AML, KYC, and company procedures, upholding our reputation for integrity and trust Conduct regular cash reconciliations and audits to manage risk and minimise losses Analyse branch KPIs and performance data to identify opportunities for improvement Train and mentor your team to grow their skills, confidence, and careers Manage operational excellence by keeping your branch organised, secure, and compliant with all regulations Collaborate with peers, Regional Managers, and Support Centre teams to share insights and drive success across the wider business Proactively seek opportunities to innovate and improve processes that enhance the customer experience. Our Leadership Behaviours As a Bureau Manager, you ll be expected to: Lead by example, embodying eurochange s values in every interaction Communicate clearly and confidently, ensuring your team knows what s expected and feels supported Empower your team to make decisions, solve problems, and take ownership of their performance Recognise and celebrate success, motivating your team to achieve and exceed their targets Demonstrate resilience and adaptability in a fast-paced retail environment Foster a positive, inclusive workplace where everyone feels valued and can thrive Give and receive feedback openly and constructively, always looking for ways to improve Stay commercially aware, understanding how your decisions impact the branch and the wider business The Stand-Out Qualities to Be Part of Proven experience leading teams in a retail, banking, or financial services environment A commercial mindset with a track record of meeting and exceeding sales targets Strong leadership skills with the ability to motivate, coach, and develop others Financial acumen, including managing budgets, cash handling, and risk controls Knowledge of AML, KYC, and financial compliance standards A passion for customer service and relationship building Excellent communication, problem-solving, and organisational skills 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

Retail Bureau Manager (Store Manager) Hours: 30h p/w Location/s: Bishop's Stortford Responsible for: A small team of Retail Colleagues. Shift Pattern: Monday - Sunday Lead the Way as a Retail Bureau Manager Are you a natural leader who thrives in a fast-paced, customer-focused environment? Do you have a passion for retail, financial services, and driving performance? At eurochange, our Bureau Managers don't just manage branches - they inspire, empower, and set the standard for delivering exceptional service. As a Bureau Manager, you'll be at the heart of our retail FX business, leading your team to success with outstanding leadership, commercial acumen, and a commitment to making every customer's experience seamless and memorable. From hitting sales targets and ensuring compliance to building a motivated, high-performing team, you'll play a key role in bringing our purpose to life. What you'll be doing on a day-to-day basis Own the performance of your branch, driving revenue and profitability through excellent customer service and strong sales strategies Inspire and coach your team to deliver personalised, engaging experiences for every customer Build lasting relationships with customers, understanding their travel needs and matching them with the right products Actively promote our full range of services to help customers make their travel money experience better, simpler, and more convenient Act as the first point of contact for customer queries and complaints, resolving them quickly and professionally Lead by example in delivering our eurochange sales framework and maintaining our high standards Ensure full compliance with AML, KYC, and company procedures, upholding our reputation for integrity and trust Conduct regular cash reconciliations and audits to manage risk and minimise losses Analyse branch KPIs and performance data to identify opportunities for improvement Train and mentor your team to grow their skills, confidence, and careers Manage operational excellence by keeping your branch organised, secure, and compliant with all regulations Collaborate with peers, Regional Managers, and Support Centre teams to share insights and drive success across the wider business Proactively seek opportunities to innovate and improve processes that enhance the customer experience. Our Leadership Behaviours As a Bureau Manager, you'll be expected to: Lead by example, embodying eurochange's values in every interaction Communicate clearly and confidently, ensuring your team knows what's expected and feels supported Empower your team to make decisions, solve problems, and take ownership of their performance Recognise and celebrate success, motivating your team to achieve and exceed their targets Demonstrate resilience and adaptability in a fast-paced retail environment Foster a positive, inclusive workplace where everyone feels valued and can thrive Give and receive feedback openly and constructively, always looking for ways to improve Stay commercially aware, understanding how your decisions impact the branch and the wider business The Stand-Out Qualities to Be Part of Proven experience leading teams in a retail, banking, or financial services environment A commercial mindset with a track record of meeting and exceeding sales targets Strong leadership skills with the ability to motivate, coach, and develop others Financial acumen, including managing budgets, cash handling, and risk controls Knowledge of AML, KYC, and financial compliance standards A passion for customer service and relationship building Excellent communication, problem-solving, and organisational skills 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

Retail Bureau Manager (Store Manager) Hours: 30h p/w Location/s: Bishop's Stortford Responsible for: A small team of Retail Colleagues. Shift Pattern: Monday - Sunday Lead the Way as a Retail Bureau Manager Are you a natural leader who thrives in a fast-paced, customer-focused environment? Do you have a passion for retail, financial services, and driving performance? At eurochange, our Bureau Managers don t just manage branches they inspire, empower, and set the standard for delivering exceptional service. As a Bureau Manager, you ll be at the heart of our retail FX business, leading your team to success with outstanding leadership, commercial acumen, and a commitment to making every customer s experience seamless and memorable. From hitting sales targets and ensuring compliance to building a motivated, high-performing team, you ll play a key role in bringing our purpose to life. What you'll be doing on a day-to-day basis Own the performance of your branch, driving revenue and profitability through excellent customer service and strong sales strategies Inspire and coach your team to deliver personalised, engaging experiences for every customer Build lasting relationships with customers, understanding their travel needs and matching them with the right products Actively promote our full range of services to help customers make their travel money experience better, simpler, and more convenient Act as the first point of contact for customer queries and complaints, resolving them quickly and professionally Lead by example in delivering our eurochange sales framework and maintaining our high standards Ensure full compliance with AML, KYC, and company procedures, upholding our reputation for integrity and trust Conduct regular cash reconciliations and audits to manage risk and minimise losses Analyse branch KPIs and performance data to identify opportunities for improvement Train and mentor your team to grow their skills, confidence, and careers Manage operational excellence by keeping your branch organised, secure, and compliant with all regulations Collaborate with peers, Regional Managers, and Support Centre teams to share insights and drive success across the wider business Proactively seek opportunities to innovate and improve processes that enhance the customer experience. Our Leadership Behaviours As a Bureau Manager, you ll be expected to: Lead by example, embodying eurochange s values in every interaction Communicate clearly and confidently, ensuring your team knows what s expected and feels supported Empower your team to make decisions, solve problems, and take ownership of their performance Recognise and celebrate success, motivating your team to achieve and exceed their targets Demonstrate resilience and adaptability in a fast-paced retail environment Foster a positive, inclusive workplace where everyone feels valued and can thrive Give and receive feedback openly and constructively, always looking for ways to improve Stay commercially aware, understanding how your decisions impact the branch and the wider business The Stand-Out Qualities to Be Part of Proven experience leading teams in a retail, banking, or financial services environment A commercial mindset with a track record of meeting and exceeding sales targets Strong leadership skills with the ability to motivate, coach, and develop others Financial acumen, including managing budgets, cash handling, and risk controls Knowledge of AML, KYC, and financial compliance standards A passion for customer service and relationship building Excellent communication, problem-solving, and organisational skills 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