The Role
Protect and grow existing customer accounts by handling renewals, pricing reviews, and cancellation requests. Proactively contact customers, resolve inbound queries, negotiate retention offers, update CRM and shared inboxes, liaise with partners to meet SLAs, assist with reporting and admin, and suggest process improvements while supporting team training.
Summary Generated by Built In
About CreatePay
About the Role
RequirementsKey Responsibilities
What We're Looking For
BenefitsWhat You’ll Get
At CreatePay, we're a leading provider of payment solutions, dedicated to helping small to medium-sized businesses across the UK streamline and improve their payment processes. Our products are smart, simple, and designed to make life easier for our customers — and that’s exactly the kind of experience we want every interaction with us to deliver.
About the Role
We’re looking for a commercially minded, customer-focused Customer Loyalty & Retention Specialist to join our team.
This role is all about protecting and growing our existing customer base. You’ll speak to customers who are considering cancelling, reviewing their pricing, or reaching renewal - and you’ll work to understand their concerns, find solutions, and retain their business.
You’ll take ownership of pricing reviews, contract renewals, and at-risk accounts, balancing customer needs with commercial outcomes. This is not a reactive admin role. It’s about influencing conversations, negotiating confidently, and turning potential losses into long-term relationships.
If you’re someone who enjoys having meaningful conversations, spotting opportunities, and making commercial decisions that protect revenue, this is for you.
Please note - this role is suitable for UK-Based residents.
RequirementsKey Responsibilities
- Proactively contacting customers to renew contracts and ensure continued service satisfaction.
- Receiving inbound customer service calls and resolving queries efficiently and professionally.
- Manage and respond to cancellation requests, identifying root causes and working to retain accounts wherever possible.
- Conduct pricing reviews and present revised offers in line with company retention strategy.
- Maintain and update the CRM, including the boarding of new accounts.
- Provide support via shared inboxes and respond to internal/external queries efficiently.
- Liaise with third-party partners to resolve customer issues and ensure SLAs are met.
- Deliver general operational and administrative support across the team.
- Assist with basic reporting and data tracking where needed.
- Identify and suggest areas for operational improvement and process efficiency.
- Support training and upskilling initiatives across the team when required.
- Previous experience in a retention, loyalty, renewals, or telephone-based customer service role.
- Experience working in a card payments or fintech business is a strong plus, but not essential.
- Exceptionally organised with strong attention to detail.
- Comfortable working across multiple systems and tools (CRM experience is a plus).
- A confident communicator, both written and verbal.
- Proactive, adaptable, and comfortable with changing priorities.
- A natural problem-solver who takes ownership and gets things done.
BenefitsWhat You’ll Get
- 25 days’ holiday plus Bank Holidays
- Casual dress and relaxed office culture
- Regular incentives – including the chance to earn overseas trips!
- Free CreatePay Rewards access
- Free gym passes
- The chance to work in a fast-growing, supportive team where your impact is genuinely felt
Skills Required
- Previous experience in a retention, loyalty, renewals, or telephone-based customer service role
- UK-based resident
- Exceptionally organised with strong attention to detail
- Confident communicator, both written and verbal
- Proactive, adaptable, comfortable with changing priorities
- Natural problem-solver who takes ownership
- Comfortable working across multiple systems and tools
- CRM experience
- Experience working in a card payments or fintech business
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The Company
What We Do
CreatePay is a UK payments company serving small and medium-sized businesses. It provides card-payment solutions for in-person and online transactions through Android card machines and its Create Commerce platform, with simple pricing, next-day funding, and same-day support. The company also offers merchant cash-advance funding and customer rewards, aiming to make payments simpler, more transparent, and better suited to growing SMEs.
