Contact Centre Manager – Customer Success

About the role

We are seeking an experienced Contact Centre Manager to lead our Customer Success teams in Norwich. The role involves overseeing retention, payments and collections functions while ensuring high‑quality customer experiences and meeting business targets.

Key responsibilities

• Lead, coach and develop Team Leaders to achieve operational and customer success goals.
• Manage daily contact centre performance, monitoring KPIs, SLAs, productivity and quality.
• Support employee development through regular coaching, feedback and performance management.
• Oversee workforce planning, resource allocation and team performance.
• Identify and implement improvements to processes, customer journeys and operational efficiency.
• Use data and reporting to monitor performance and recommend enhancements.
• Drive adoption of new technology, systems and ways of working.
• Ensure customer interactions meet high standards through quality monitoring and coaching.

Required profile

• Proven experience managing a contact centre or customer service operation.
• Demonstrated ability to lead Team Leaders or managers.
• Strong understanding of performance‑driven metrics such as KPIs and SLAs.
• Experience in coaching, employee development and change management.
• Confident communicator who can motivate teams and influence at all levels.
• Ability to solve problems proactively and deliver results in a fast‑paced environment.

Required skills

• Data analysis and reporting tools.
• Dashboard creation and performance monitoring.

What we offer

• Company pension scheme.
• On‑site parking.
• Referral programme.