Job Description:

Head of Retentions

£40,000 – £45,000 per annum DOE
Monday to Friday – working hours between 8am and 6pm
Location: Norwich

The Opportunity

We’re looking for an experienced Head of Retentions to be responsible for our Customer Success contact centre operation, covering retention, payments and collections.

You’ll be responsible for the day-to-day running of the department, leading and developing Team Leaders, driving performance and ensuring our teams consistently deliver strong customer experiences while meeting key business targets.

This is a hands-on leadership position for someone who enjoys developing people, improving processes and using performance data to identify opportunities and drive results.

Key Responsibilities

• Be responsible for leading and developing Team Leaders, providing clear direction, coaching and support to achieve operational and customer success objectives.
• Be responsible for day-to-day contact centre performance, including KPIs, SLAs, productivity and quality.
• Support employee development through regular coaching, feedback and effective performance management.
• Oversee workforce planning and resource allocation to ensure teams are appropriately supported and performing effectively.
• Identify opportunities to improve processes, customer journeys and overall operational efficiency.
• Use reporting, dashboards and performance data to monitor results, identify trends and recommend improvements.
• Support the implementation and adoption of new technology, processes and ways of working.
• Ensure customer interactions consistently meet high standards through quality monitoring, coaching and ongoing development.

About You

You’ll have a strong background in managing teams within a contact centre or customer service environment, with a good understanding of performance-driven operations.

You’ll be confident managing Team Leaders, supporting change and improving processes within a fast-paced environment. You’ll be someone who takes responsibility, enjoys solving problems and knows how to motivate teams to achieve strong results.

Skills & Experience

• Proven experience managing a contact centre or customer service operation.
• Experience managing Team Leaders or other managers.
• Strong understanding of KPIs, SLAs and performance management.
• Experience with coaching, employee development and change management.
• Confident working with 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

We’re looking for a natural leader who can:

• Inspire, support and develop others.
• Create a strong culture of accountability and performance.
• Approach challenges proactively and focus on finding solutions.
• Communicate confidently and influence teams at all levels.
• Identify opportunities to improve processes and deliver change.
• Work effectively in a fast-paced and evolving environment.

Benefits

• Company pension
• Free parking
• On-site parking
• Referral programme

Why Join Us?

You’ll be joining a growing fintech business that supports thousands of small businesses, helping them stay connected and keep trading.

This is a great opportunity for an experienced contact centre leader to be responsible for a key customer function, develop high-performing teams and contribute to improvements across retention, customer success and the wider operation.

Our Interview Process

Stage 1 – Initial Conversation
A short telephone conversation with a member of our Talent Team to discuss your experience and the opportunity.

Stage 2 – Hiring Manager Interview
A face-to-face meeting with the Hiring Manager to discuss your background, leadership experience and suitability for the role.

We aim to make our recruitment process straightforward, engaging and respectful of your time.

Work Location: In person