Customer Service Representative

Who We Are

Currency Exchange Corporation Ltd (CEC Ltd) is owned by Fexco – recognised as one of the world's original and most established fintech organisations. Fexco employs over 2,300 people across its suite of companies, headquartered in Killorglin, Co. Kerry, in the Southwest of Ireland. Since its founding in 1981, Fexco has grown into a global business with operations in 29 countries across Europe, the Middle East, Asia-Pacific, North America, and Latin America.

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 a Customer Service Representative to join our team in our London Hammersmith office. This is a permanent, full-time role working 40 hours per week, with 4 days based in the office and the option to work from home 1 day per week. The role is typically worked over 5 days and will regularly include weekends.

Job Purpose

As a Customer Service Representative, you will deliver outstanding customer service to our customers and provide operational support to the RFX store and agent networks. Your role will involve efficiently managing customer queries, resolving issues promptly, and ensuring consistently high standards of customer satisfaction. You will also support the broader operational tasks of the third-party business to contribute to overall business performance.

Main Responsibilities

• Efficiently manage inbound and outbound calls, consistently achieving daily call volume targets.
• Respond effectively to customer enquiries and requests received via telephone and email, promptly identifying solutions and offering first-line support to customers and our RFX store network.
• Accurately update the Customer Relationship Management (CRM) system with detailed information regarding customer interactions and enquiries.
• Professionally manage customer complaints and complex issues, escalating promptly and clearly to senior team members or management when required.
• Proactively contribute to ad-hoc projects and perform additional tasks as requested by management.

Qualifications / Experience Required

Essential Experience

• Proven experience working within a fast-paced customer service environment, ideally handling a high volume of inbound and outbound calls.
• Strong administrative skills with demonstrable experience using CRM systems or similar customer databases.
• Excellent written and verbal communication skills, with experience responding professionally to customer queries via phone and email.
• Strong numerical ability with proven accuracy in managing financial transactions, pricing or stock control activities.
• Intermediate proficiency with Microsoft Office applications (Outlook, Excel, Word).

Desirable Qualifications / Knowledge

• Previous experience in the FX, travel or financial services industries would be advantageous.
• Knowledge or practical experience of credit control processes is beneficial.

Competencies Required

• Exceptional interpersonal skills with the proven ability to effectively manage challenging customer interactions and build productive relationships across internal teams.
• Demonstrable capability to manage competing priorities effectively, maintaining high productivity and attention to detail in a demanding environment.
• Proven ability to independently identify problems, assess the root cause, and implement timely and appropriate solutions.
• Evidence of successfully adapting to changes in workload, processes or systems, demonstrating resilience under pressure.
• Experience proactively reviewing, suggesting and implementing process improvements with minimal supervision.
• Proven record as a reliable and collaborative team player who actively contributes to a positive working 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.

Job Types: Full-time, Permanent

Pay: £27,892.80 per year

Work Location: In person