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 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
CreatePay Limited is an excellent employer located in Milton Keynes, offering a supportive office culture that prioritises employee growth and satisfaction. With a focus on customer loyalty and retention, the company provides meaningful career opportunities alongside attractive incentives, making it an ideal place for those looking to make a significant impact in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Loyalty Advisor in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CreatePay Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CreatePay Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Loyalty Advisor in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CreatePay Limited:Your cover letter is your chance to shine! Tell us why you want to work at CreatePay Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CreatePay Limited!
How to prepare for a job interview at CreatePay Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
