Contact Centre Manager (Fintech)

TL;DR

Contact Centre Manager (Fintech): Leading Customer Success teams across retention, payments, and collections with an accent on operational performance, KPI delivery, and team development. Focus on improving customer journeys, optimizing workforce planning, and driving the adoption of new technologies.

Location: Onsite in Norwich

Salary: £35,000 to £40,000 per annum

Company

A growing fintech company helping thousands of small businesses stay connected and keep trading.

What you will do

• Lead, coach, and develop Team Leaders to achieve operational and customer success goals.
• Manage daily contact centre performance, including KPIs, SLAs, productivity, and quality.
• 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.
• Ensure high standards of customer interactions through quality monitoring and coaching.

Requirements

• Proven experience managing a contact centre or customer service operation.
• Experience leading Team Leaders or other managers.
• Strong understanding of KPIs, SLAs, and performance management.
• Confident using data, dashboards, and reporting tools.
• Location: Must be based in Norwich or able to work onsite.

Nice to have

• Experience within a technology or SaaS environment.

Culture & Benefits

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

Hiring process

• Initial short telephone conversation with the Talent Team.
• Face-to-face interview with the Hiring Manager to discuss experience and suitability.