Customer Service Team Manager

Fexco

  • London
  • Permanent
  • Full-time
  • 19 days ago
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 looking for an experienced Customer Service Team Manager to join us on a full-time, permanent basis. This role is based in our London Hammersmith office. Core hours are Monday to Friday, with occasional weekend support required.LocationUK - LondonLocation (postcode)W60LTContract TypePermanent Full TimeClosing Date22/08/2025Job PurposeWe're looking for a hands-on Customer Service Team Manager to lead our customer service operation through its next stage of growth. You’ll be responsible for shaping the day-to-day experience of thousands of customers, managing a growing team of customer service representatives, and driving improvements across systems, processes, and performance. If you love leading people, solving problems, and making a difference this could be the perfect role for you.Main ResponsibilitiesCustomer Contact Management
  • Oversee all customer contact points including CRM system, phone lines, webchat, email, and digital channels
  • Ensure customers receive consistent, accurate, and timely responses across all contact platforms
  • Identify and implement opportunities to streamline contact processes and improve customer satisfaction
Performance & KPI Monitoring
  • Manage and monitor KPIs such as response times, resolution rates, CSAT scores, and call handling metrics
  • Regularly produce clear performance reports and use insights to drive improvements
  • Spot service trends and take action to reduce repeat contacts or escalations
SLA Management
  • Ensure SLAs are consistently achieved or exceeded across all contact channels
  • Implement preventative measures and workflow changes to avoid SLA breaches
  • Produce regular MI reports for internal stakeholders and external partners
  • Act as the primary point of contact for key stakeholders on service-level performance
  • Collaborate with internal departments to unblock service issues and improve customer journeys
Training, Coaching & Development
  • Assess training needs through regular QA reviews, performance data, and customer feedback
  • Deliver targeted coaching and group training sessions based on observed needs
  • Develop tailored training plans to close skill gaps and raise team confidence
  • Support career growth through development planning, mentoring, and shadowing
  • Promote a learning culture with peer coaching, knowledge-sharing, and continuous improvement
  • Use real-time feedback and system data to identify recurring service issues and retrain where needed
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 and reward high performance, while constructively addressing underperformance
Qualifications / Experience RequiredEssential Experience
  • Proven experience managing a high-performing contact centre team
  • Strong knowledge of contact centre technologies including CRM, telephony, live chat and workforce management tools
  • Demonstrated success delivering against SLAs and customer service KPIs
  • Experience in coaching and developing individuals and teams
  • Confident managing service issues, escalations and continuous improvement projects
Desirable Qualifications / Knowledge
  • Formal training or certification in customer service, contact centre operations, or team leadership
  • Familiarity with regulatory environments or financial services (not essential but helpful)
  • Educated to A-Level standard or equivalent experience
Competencies Required
  • Proven experience in managing multi-channel customer service operations
  • Strong knowledge of CRM systems, contact centre technologies, and QA processes
  • Excellent analytical skills with a focus on QA, performance metrics, and KPIs
  • Ability to use data to refine workflows and reconfigure systems to improve customer experience
  • Experience designing and delivering training and development programmes
  • Exceptional communication and people management skills
  • Able to lead and coach a team in a fast-paced, customer-focused environment
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.

Fexco