Job Description

Within the Fexco Group, the UK Retail Foreign Exchange (RFX) Division is one of the UK's largest independent providers of foreign exchange services. CEC Ltd delivers accessible, customer-focused travel money services through a network of 64 own retail locations and 170 agents across the UK. Our services are delivered under several trusted retail brands, including the well-known No1 Currency, which is recognised for its strong presence and reputation in the travel money market.
In January 2026 RFX will be integrating the Sainsburys Travel Money Business into its network, allowing many more customers to benefit from the great rates and fantastic service that we offer.
We are now seeking a Customer Service Team Manager to join us on a full-time, permanent basis. This role is based in our London Hammersmith office 4 days per week with the option to work from home 1 day per week. Core hours are Monday to Friday, with occasional weekend support required.
Location
UK - London
Location (postcode)
W60LT
Contract Type
Permanent Full Time
Closing Date
02/11/2025
Job Purpose
We're looking for a hands-on people leader to manage our busy customer service team. You'll lead a team of 8 Customer Service Representatives, working closely with them on calls, emails, and webchats to ensure every customer receives an exceptional experience.
The role is perfect for someone who's led a contact centre team before and enjoys being part of the daily operation of coaching, training, and supporting others to perform at their best. You'll balance leadership with active involvement, helping the team deliver consistent, high-quality service across all customer contact channels.
Main Responsibilities
Customer Contact Management

• Ensure customers receive clear, accurate, and timely responses across all contact channels
• Identify opportunities to streamline processes and improve the customer journey
• Maintain service quality and consistency across phone, email, and digital channels

Performance & KPI Monitoring

• Track and review key metrics such as response times, resolution rates, and CSAT scores
• Use data and feedback to identify trends and drive improvements
• Take early action to address performance dips and maintain high service standards

Training, Coaching & Development

• Deliver regular coaching sessions and on-the-job training
• Identify individual and team development needs through QA reviews and customer feedback
• Create simple, actionable development plans to boost confidence and consistency
• Foster a supportive, learning-focused culture where feedback is part of everyday work

Team Leadership

• Lead a growing team of Customer Service Representatives, supporting them through regular 1:1s, performance reviews, and coaching
• Create a supportive, inclusive, and customer-focused team environment
• Recognise great performance and tackle issues fairly and promptly

SLA Management

• Ensure SLAs and quality targets are met across all contact types
• Spot potential service risks early and take steps to prevent breaches
• Provide clear updates and MI to stakeholders on performance and trends
• Collaborate with other departments to resolve issues impacting the customer experience

Qualifications / Experience Required
Essential Experience

• Proven experience leading or supervising a contact centre team
• Confident coaching, motivating, and supporting team members day-to-day
• Strong understanding of contact centre systems including CRM, telephony, and live chat
• Experience delivering against SLAs and customer service KPIs
• Hands-on approach, comfortable taking calls, resolving issues, and training others

Desirable Qualifications / Knowledge

• Formal training or certification in customer service, contact centre operations, or team leadership
• Experience within financial services or regulated environments (beneficial but not essential)
• Educated to A-Level standard or equivalent experience
• Experience with Genesys customer service tools would be advantageous

Competencies Required

• Practical leadership style
• Excellent communication and people management skills
• Strong awareness of performance metrics and service quality standards
• Analytical and organised, with good problem-solving skills
• Enthusiastic about continuous improvement and team development
• Resilient, approachable, and calm under pressure

Why Join Us?
At Fexco, we don't just offer a role, we offer the opportunity to be part of a respected global business with a long-standing focus on customer service and operational excellence.
You'll be joining a collaborative, forward-thinking team where delivering exceptional service isn't just expected, it's something we're genuinely passionate about. Our No1 Currency brand has over 50,000 reviews with a 4.93/5 rating, a testament to the high standards we hold across the business, and the contact centre plays a critical role in supporting and maintaining those expectations.
You'll receive a competitive salary, annual performance bonus, life assurance cover, a pension scheme, and access to our employee discount programme. We also provide a Bupa Healthcare Cash Plan, 24/7 Employee Assistance Programme, wellbeing webinars, and flu vaccine vouchers.
We'll support your professional growth through LinkedIn Learning, in-house training, and mentoring. Just as importantly, you'll be part of a team that values connection, recognition, and impact, whether through employee events, team rewards, or our commitment to social responsibility and sustainability.
If you care about getting things right for customers and want to be part of a team that takes pride in service we'd love to hear from you.
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

Skills Required