About the role
Compensation: £40,000-£45,000
Head of Retentions – Customer Success
£40,000 to £45,000 per annum DOE
Monday to Friday- hours between 8am and 6pm
Location
Norwich
About the Role
- We are looking for an experienced Manager to lead our Customer Success contact centre teams across retention, payments and collections.
- 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.
- This is a hands-on leadership role for someone who enjoys developing people, improving processes and using data to make informed decisions.
Key Responsibilities
- Lead, coach and develop Team Leaders to achieve operational and customer success goals.
- Manage daily contact centre performance, including KPIs, SLAs, productivity and quality.
- Support employee development through regular coaching, feedback and performance management.
- Oversee workforce planning, resource allocation and team performance.
- Identify opportunities to improve processes, customer journeys and operational efficiency.
- Use data and reporting to monitor performance and recommend improvements.
- Drive adoption of new technology, systems and ways of working.
- Ensure customer interactions meet high standards through quality monitoring and coaching.
About You
You will have experience managing teams within a contact centre or customer service environment, with a strong understanding of performance-driven operations.
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.
Skills & Experience
- Proven experience managing a contact centre or customer service operation.
- Experience leading Team Leaders or managers.
- Strong understanding of KPIs, SLAs and performance management.
- Experience with coaching, employee development and change management.
- Confident using data, dashboards and reporting tools.
- Excellent communication and problem-solving skills.
- Experience within a technology or SaaS environment is desirable.
What We’re Looking For
- A natural leader who can inspire and develop others.
- Someone who thrives on accountability and achieving results.
- A proactive problem solver who looks for solutions rather than issues.
- A confident communicator who can influence teams at all levels.
- Someone who enjoys improving processes and delivering change.
Benefits
Company pension
On-site parking
Referral programme
Why Join Us?
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.
Our Interview Process
- Stage 1 – Initial Conversation- A short telephone conversation with a member of our Talent Team.
- Stage 2 – Hiring Manager Interview- A face-to-face interview with the Hiring Manager to discuss your experience, skills and suitability for the role.
- We aim to keep our recruitment process straightforward, engaging and respectful of your time.