At a Glance
- Tasks: Engage with merchants to retain their business and negotiate contracts.
- Company: Join Flatpay, one of Europe's fastest-growing fintech companies.
- Benefits: Enjoy mental health support, cashback on healthcare, and private medical insurance.
- Other info: Dynamic office environment in London with opportunities for personal growth.
- Why this job: Make a real impact by saving accounts and driving revenue growth.
- Qualifications: 1-3 years in a phone-based, target-driven role with strong negotiation skills.
The predicted salary is between 40500 - 49500 £ per year.
Flatpay is one of Europe's fastest-growing fintech companies, now expanding across the UK.
Location: London – fully office-based, 5 days per week
As a Retention Agent you will own the conversations that decide whether a merchant stays or leaves. When a customer contacts us to cancel, downgrade, or push back on pricing, you are the person who turns it around. This is a phone-first, target-driven role where you will be measured on save rate and the revenue you protect each month. The team runs two tracks: inbound requests from internal teams like Sales and Customer Support, and outbound proactive calls to at-risk accounts. This is a commercial role, not a customer service one.
Responsibilities
- Handling inbound cancellation and downgrade requests from merchants
- Running outbound save calls to at-risk accounts flagged by the team
- Negotiating pricing, plan changes, and contract extensions to retain revenue
- Owning each case end-to-end, from first contact through CRM updates, contracts, and billing
- Hitting monthly save-rate and retained-revenue targets
- Working alongside Finance, CS, and Sales to ensure all activity follows process and supports our key metrics
Skills & Attributes
- 1 to 3 years in a phone-based, commercial, target-driven role: retention, renewals, inside sales, account management, or collections
- A proven track record against a commercial KPI, whether save rate, renewal rate, bookings, quota, or a collections target
- Confidence on the phone with people who are frustrated, indifferent, or already half out the door
- Comfort with structured negotiation: discounts, plan changes, and objection handling
- Strong organisation to own the admin without anything slipping
- A proactive attitude: spotting patterns in why customers leave and feeding that back to the team
Our Values
- Happy Humans – We bring energy to our work and create teams people enjoy being part of.
- No Assholes – We perform at a high level while treating colleagues and customers with respect.
- It's Our Business, Own It – Everyone takes responsibility and manages their work like it's their own business.
- Start With No – We challenge ideas, think commercially and focus on what truly creates value.
- Sky-High Ambitions – We set bold goals and expect people to keep raising the bar.
- The Best Argument Wins – Titles don't decide outcomes. We debate openly to reach the best decisions.
What's in it for you
- Medicash EAP – free, confidential support for your mental, physical, and financial wellbeing
- Medicash Proactive – cashback on everyday healthcare including dental, optical, and physio
- Bupa Select – private medical insurance
- Refer-a-friend scheme – earn up to £500 for every successful referral
Background & Requirements
- Fluent English
- Right to work in the UK (we are not able to sponsor visas at this time)
- Able to work from our London office 5 days per week
Hiring Process
- Application Review – Our Talent Team reviews your CV to assess experience and potential fit.
- Talent Team Call (20-30 minutes) – A conversation to understand your background, confirm role fit and discuss what motivates you.
- Manager Interview – A video interview with your hiring manager, conducted via our recruitment platform.
- Offer – Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.
Retention Agent in London employer: Flatpay ApS UK
Flatpay ApS UK fosters a vibrant work culture that emphasizes teamwork and innovation. Employees enjoy a supportive environment where their contributions are valued, and they have the opportunity to grow professionally within a rapidly expanding company.
StudySmarter Expert Advice🤫
We think this is how you could land Retention Agent in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Flatpay ApS UK. 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 Flatpay ApS UK 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 Retention Agent in London
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 Flatpay ApS UK:Your cover letter is your chance to shine! Tell us why you want to work at Flatpay ApS UK 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 Flatpay ApS UK!
How to prepare for a job interview at Flatpay ApS UK
✨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.
