Head of Retentions

<p>Contact Centre Manager – Customer Success</p>

<p>£35,000 to £40,000 per annum DOE</p>

<p>Monday to Friday- hours between 8am and 6pm</p>

<p>Location:&nbsp;Norwich</p>

<p><br></p>

<p>About the Role</p>

<p>We are looking for an experienced Call Centre Manager to lead our Customer Success contact centre teams across retention, payments and collections.</p>

<p>You will be responsible for the day-to-day running of the department, leading Team Leaders, driving performance and ensuring teams deliver excellent customer experiences while achieving key business targets.</p>

<p>This is a hands-on leadership role for someone who enjoys developing people, improving processes and using data to make informed decisions.&nbsp;</p>

<p><br></p>

<p>Key Responsibilities</p>

<ul>

<li>Lead, coach and develop Team Leaders to achieve operational and customer success goals.</li>

<li>Manage daily contact centre performance, including KPIs, SLAs, productivity and quality.</li>

<li>Support employee development through regular coaching, feedback and performance management.</li>

<li>Oversee workforce planning, resource allocation and team performance.</li>

<li>Identify opportunities to improve processes, customer journeys and operational efficiency.</li>

<li>Use data and reporting to monitor performance and recommend improvements.</li>

<li>Drive adoption of new technology, systems and ways of working.</li>

<li>Ensure customer interactions meet high standards through quality monitoring and coaching.</li>

</ul>

<p><br></p>

<p>About You</p>

<p>You will have experience managing teams within a contact centre or customer service environment, with a strong understanding of performance-driven operations.</p>

<p>You will be confident leading Team Leaders, managing change and improving processes in a fast-paced environment. You are someone who takes ownership, enjoys solving problems and can motivate teams to achieve strong results.</p>

<p><br></p>

<p>Skills &amp; Experience</p>

<ul>

<li>Proven experience managing a contact centre or customer service operation.</li>

<li>Experience leading Team Leaders or managers.</li>

<li>Strong understanding of KPIs, SLAs and performance management.</li>

<li>Experience with coaching, employee development and change management.</li>

<li>Confident using data, dashboards and reporting tools.</li>

<li>Excellent communication and problem-solving skills.</li>

<li>Experience within a technology or SaaS environment is desirable.</li>

</ul>

<p><br></p>

<p>What We’re Looking For</p>

<ul>

<li>A natural leader who can inspire and develop others.</li>

<li>Someone who thrives on accountability and achieving results.</li>

<li>A proactive problem solver who looks for solutions rather than issues.</li>

<li>A confident communicator who can influence teams at all levels.</li>

<li>Someone who enjoys improving processes and delivering change.</li>

</ul>

<p><br></p>

<p>Benefits</p>

<ul>

<li>Company pension<br></li>

<li>On-site parking</li>

<li>Referral programme</li>

</ul>

<p><br></p>

<p>Why Join Us?</p>

<p>You’ll be part of a growing fintech company helping thousands of small businesses stay connected and keep trading. This is a great opportunity for someone who wants to build a career in retention, sales, or customer success with real earning potential.</p>

<p><br></p>

<p>Our Interview Process</p>

<p>Stage 1 – Initial Conversation- A short telephone conversation with a member of our Talent Team.</p>

<p>Stage 2 – Hiring Manager Interview- A face-to-face interview with the Hiring Manager to discuss your experience, skills and suitability for the role.</p>

<p>We aim to keep our recruitment process straightforward, engaging and respectful of your time.</p>