At a Glance
- Tasks: Engage with customers to renew contracts and enhance satisfaction.
- Company: Join CreatePay, a leading payment solutions provider in the UK.
- Benefits: Enjoy casual dress, gym passes, and exciting incentives like overseas trips!
- Other info: Be part of a supportive team in a fast-growing environment.
- Why this job: Make a real impact by building lasting customer relationships.
- Qualifications: Experience in customer service or retention roles is preferred.
The predicted salary is between 30000 - 40000 £ per year.
Milton Keynes, United Kingdom | Posted on 23/02/2026
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.
Requirements
- 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.
What We're Looking For
- 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.
What You’ll Get
- 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.
Customer Loyalty Advisor employer: CreatePay Limited
At CreatePay, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Milton Keynes that fosters collaboration and innovation. Our commitment to employee growth is evident through regular training opportunities and incentives, including the chance to earn overseas trips, while our casual dress code and supportive team environment ensure that every team member feels valued and empowered to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Loyalty Advisor
✨Tip Number 1
Get to know the company inside out! Research CreatePay's products and values so you can speak their language during interviews. This shows you're genuinely interested and ready to contribute.
✨Tip Number 2
Practice your communication skills! Since this role is all about having meaningful conversations, try role-playing with a friend or family member. It’ll help you feel more confident when discussing customer concerns.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the CreatePay team.
We think you need these skills to ace Customer Loyalty Advisor
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Loyalty Advisor role. Highlight your experience in customer service and retention, and show us how you can bring value to our team at CreatePay.
Showcase Your Communication Skills:Since this role involves a lot of conversations with customers, it’s crucial to demonstrate your communication skills. Use clear and concise language in your application, and don’t shy away from sharing examples of how you've successfully handled customer interactions in the past.
Be Proactive in Your Approach:We love candidates who take initiative! In your application, mention any proactive strategies you've used in previous roles to retain customers or improve service satisfaction. This will show us that you’re ready to hit the ground running.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your enthusiasm for the role and ensures you’re considered for this exciting opportunity at CreatePay!
How to prepare for a job interview at CreatePay Limited
✨Know Your Customer
Before the interview, research CreatePay and understand their customer base. Familiarise yourself with their payment solutions and think about how you can enhance customer loyalty. This will help you demonstrate your commercial mindset and show that you're genuinely interested in their mission.
✨Showcase Your Communication Skills
As a Customer Loyalty Advisor, you'll need to communicate effectively. Prepare examples of how you've successfully handled difficult conversations or resolved customer issues in the past. Practising these scenarios can help you articulate your thoughts clearly during the interview.
✨Be Ready to Discuss Retention Strategies
Think about strategies you've used in previous roles to retain customers. Be prepared to discuss specific examples where you turned potential losses into long-term relationships. This will highlight your proactive approach and problem-solving skills, which are crucial for this role.
✨Demonstrate Your Organisational Skills
Since the role involves managing multiple systems and tools, be ready to talk about how you stay organised. Share any tools or methods you use to keep track of tasks and priorities, as this will show that you can handle the demands of the position effectively.
