At a Glance
- Tasks: Engage with customers to renew contracts and enhance satisfaction.
- Company: Join CreatePay, a leading payment solutions provider for UK businesses.
- Benefits: Enjoy 25 days holiday, casual dress, gym passes, and exciting incentives.
- Other info: Be part of a supportive team in a fast-growing company.
- Why this job: Make a real impact by building lasting customer relationships and solving problems.
- Qualifications: Experience in customer service or retention roles; strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
About CreatePay
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.
Key Responsibilities
- Proactively contacting customers to renew contracts and ensure continued service satisfaction.
- Receiving inbound customer service calls and resolving queries efficiently and professionally.
- Managing and responding to cancellation requests, identifying root causes and working to retain accounts wherever possible.
- Conducting pricing reviews and presenting revised offers in line with company retention strategy.
- Maintaining and updating the CRM, including the onboarding of new accounts.
- Providing support via shared inboxes and responding to internal/external queries efficiently.
- Liaising with third‑party partners to resolve customer issues and ensure SLAs are met.
- Delivering general operational and administrative support across the team.
- Assisting with basic reporting and data tracking where needed.
- Identifying and suggesting areas for operational improvement and process efficiency.
- Supporting 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.
Benefits
- 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.
Customer Loyalty Advisor employer: CreatePay
At CreatePay, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values customer engagement and employee growth. Our team enjoys a supportive environment with 25 days of holiday, casual dress, and regular incentives, including opportunities for overseas trips. Join us in our fast-growing company where your contributions directly impact our mission to enhance payment solutions for small to medium-sized businesses across the UK.
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 to their mission.
✨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. This will help you feel more confident when discussing customer concerns and solutions.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights into the company culture and expectations. Plus, it might just give you an edge in the hiring process!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
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 retention and customer service, 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 written communication skills. Use clear, concise language and make sure your application reflects your ability to engage effectively with customers.
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 the kind of person who takes ownership and gets things done.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re serious about joining the CreatePay team!
How to prepare for a job interview at CreatePay
✨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 customer-focused mindset and show that you can relate to their needs.
✨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 ability to influence conversations.
✨Demonstrate Problem-Solving Skills
Prepare to discuss situations where you've identified root causes of customer dissatisfaction and how you addressed them. Show that you're a natural problem-solver who takes ownership of challenges, as this is crucial for the role at CreatePay.
