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- 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 long-term customer relationships.
- Qualifications: Experience in customer service or retention roles is preferred.
The predicted salary is between 30000 - 42000 £ per year.
Milton Keynes, United Kingdom | Posted on 23/02/2026
At CreatePay, we are 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.
Key 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.
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 in Milton Keynes employer: CreatePay Limited
Contact Detail:
CreatePay Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Loyalty Advisor in Milton Keynes
✨Tip Number 1
Get to know the company inside out! Research CreatePay's products and values so you can chat confidently about how you can contribute to their mission of helping businesses streamline payment processes.
✨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 to get comfortable discussing customer concerns and solutions.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you turned a potential loss into a win. Be ready to share these stories during your interview to demonstrate your value.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the CreatePay team and making a difference.
We think you need these skills to ace Customer Loyalty Advisor in Milton Keynes
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 engaging language in your application to reflect how you’d interact with our clients.
Be Proactive in Your Approach: We love candidates who take initiative! In your application, share examples of how you've proactively solved problems or improved processes in previous roles. This will show us that you’re a natural problem-solver.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
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 common pain points small to medium-sized businesses face regarding payment solutions. This will help you demonstrate your understanding of customer needs during the interview.
✨Showcase Your Communication Skills
As a Customer Loyalty Advisor, strong communication is key. 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 and confidently.
✨Be Ready to Discuss Retention Strategies
Think about specific strategies you've used to retain customers in previous roles. Be prepared to discuss how you would approach contract renewals and pricing reviews at CreatePay. This shows that you're proactive and have a commercial mindset.
✨Demonstrate Problem-Solving Skills
Prepare to share examples of how you've identified root causes of customer dissatisfaction and implemented solutions. Highlighting your problem-solving abilities will show that you can take ownership and drive results, which is crucial for this role.