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For Companies 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.
- 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.
- Other info: Be part of a supportive team in a fast-growing company.
The predicted salary is between 30000 - 42000 £ per year.
About CreatePay
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 onboarding 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.
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 in Milton Keynes employer: CreatePay
Contact Detail:
CreatePay 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 speak confidently about how you can contribute to their mission of improving payment processes for businesses. This will show them you're genuinely interested and ready to make an impact.
✨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. Focus on how to handle objections and turn potential cancellations into opportunities for retention.
✨Tip Number 3
Be proactive during your interview! Think of questions that show your understanding of customer loyalty and retention strategies. This not only demonstrates your knowledge but also your enthusiasm for the role and the company.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re tech-savvy and comfortable with online processes, which is key in a fintech environment like CreatePay.
We think you need these skills to ace Customer Loyalty Advisor in Milton Keynes
Some tips for your application 🫡
Show Your Customer Focus: Make sure to highlight your experience in customer service and retention. We want to see how you've successfully managed customer relationships and turned potential losses into wins. Use specific examples to demonstrate your skills!
Be Proactive in Your Approach: In your application, showcase your proactive nature. Talk about times when you took the initiative to solve problems or improve processes. This role is all about influencing conversations, so let us know how you've done that before!
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the key responsibilities and skills mentioned in the job description. We love seeing candidates who take the time to align their experience with what we’re looking for.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re serious about joining our 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, strong communication is key. Prepare examples of how you've successfully handled difficult conversations or resolved customer issues in the past. Be ready to role-play scenarios during the interview to showcase your negotiation skills and ability to influence outcomes.
✨Highlight Your Problem-Solving Abilities
Think of specific instances where you've identified problems and implemented solutions, especially in a customer service context. Be prepared to discuss how you approach challenges and turn potential losses into opportunities for retention, as this aligns perfectly with the role's responsibilities.
✨Be Organised and Detail-Oriented
Since the role involves managing multiple accounts and using CRM systems, demonstrate your organisational skills. Bring examples of how you've managed tasks efficiently in previous roles. Mention any tools or methods you use to stay organised, as this will show you're ready to handle the demands of the position.