Head of Retentions

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.