Customer Service Representative

CEC Ltd is currently recruiting for a Customer Service Representative to join our Customer Service Team. This is a permanent full-time role based in our Hammersmith office, with the opportunity to work from home 2 days per week alongside a team of 8 colleagues.

As a Customer Service Representative, you will deliver outstanding customer service to our customers and provide operational support to the retail foreign exchange 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.

This is a 40 hours per week role working 5 days of 7 between 08.30am and 8pm (some weekend working is required) paying £13.41 per hour

• 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 retail foreign exchange 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.

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

• 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.