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For Companies At a Glance
- Tasks: Engage with customers to prevent cancellations and enhance their experience.
- Company: Join a fast-growing fintech revolutionising payment solutions in the UK.
- Benefits: Competitive salary, clear career progression, and a vibrant work culture.
- Why this job: Make a real impact on customer retention and business growth every day.
- Qualifications: Strong communication skills and experience in customer-facing roles preferred.
- Other info: Dynamic office environment with opportunities for personal and professional growth.
The predicted salary is between 28800 - 43200 £ per year.
Flatpay is reshaping how businesses manage payments. We provide easy-to-use, transparent, and cost-effective payment solutions – from card readers to point-of-sale systems – that help our customers grow and run their businesses more efficiently.
As a fast-scaling fintech, we are growing quickly across the UK. Retention is a critical commercial lever for us, and we are building a dedicated function focused on protecting and growing revenue through strong customer relationships and commercial decision-making.
What You’ll Do
Location: London (Office-based, 5 days per week)
Team: UK Commercial
At Flatpay, retention is not a support function – it’s a commercial role with direct responsibility for revenue protection and growth. We are hiring a commercially driven Retention Agent to join our UK team in-office. This role owns churn risk end-to-end and sits at the intersection of sales, account management, and commercial operations.
Key Responsibilities
- Work directly with customers
- Speak with customers who want to cancel or downgrade their plan.
- Understand their challenges and concerns.
- Lead clear, respectful conversations focused on finding the right outcome.
- Protect and grow revenue
- Take ownership of churn cases from start to finish.
- Offer alternatives such as pricing changes, plan adjustments, or pauses where appropriate.
- Look for opportunities to retain customers and build longer-term value.
- Balance customer needs with Flatpay's commercial goals.
- Stay organised and work with the team
- Keep clear notes on customer conversations and decisions.
- Manage internal actions like billing changes, pauses, renewals, and contract updates.
- Collaborate with other teams to make sure everything is followed through smoothly.
Who You Are
- Commercially minded and comfortable working toward clear goals.
- Confident speaking with customers and handling challenging conversations.
- A good listener who can negotiate and handle objections calmly.
- Organised, proactive, and comfortable owning your work.
- Able to make decisions within clear guidelines.
- Experience in sales, account management, BDR, or another customer-facing role is a strong plus.
Why Flatpay
- Opportunity to shape and define how retention is built at Flatpay UK from an early stage.
- Clear career progression as Flatpay scales, with scope to grow into senior commercial or leadership roles.
- Fast-paced, in-office environment with real ownership, responsibility, and new challenges every day.
- Be part of a high-growth fintech where your commercial impact is visible and measurable.
Welcome to Flatpay! Flatpay is not just another payment solution; we are dedicated to innovating the market for payment solutions and financial services in the SME segment with our customer-centric and transparent services. Today, we are one of the fastest-growing fintech companies in the Nordics – and Denmark's fastest unicorn! Flatpay is more than just work. We believe in fostering a vibrant and fun work culture where our ambitious colleagues can thrive. As part of our team, you will be one of +1,500 passionate colleagues dedicated to making a difference in the financial world. What sets Flatpay apart is our dedication. We continuously strive to stay ahead of the curve, adapting our solutions to meet our clients' evolving needs.
Let's shape the future of 7 million European merchants together!
Retention Agent in London employer: Flatpay
Contact Detail:
Flatpay Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Agent in London
✨Tip Number 1
Get to know Flatpay inside out! Research our payment solutions and understand how we help businesses grow. This will not only impress us but also give you the confidence to engage in meaningful conversations during interviews.
✨Tip Number 2
Practice your communication skills! As a Retention Agent, you'll be having important conversations with customers. Role-play with friends or family to get comfortable handling objections and negotiating effectively.
✨Tip Number 3
Show us your organisational skills! Keep track of your job applications and follow up on them. A well-organised approach demonstrates your proactive nature, which is key for this role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you're genuinely interested in being part of the Flatpay team.
We think you need these skills to ace Retention Agent in London
Some tips for your application 🫡
Show Your Commercial Mindset: When writing your application, make sure to highlight your commercially driven mindset. We want to see how you can balance customer needs with business goals, so share examples of how you've done this in the past!
Be Personable and Engaging: Since you'll be speaking directly with customers, it's important to convey your ability to handle challenging conversations. Use a friendly tone in your application to show us that you're confident and approachable!
Stay Organised in Your Writing: We love a well-structured application! Keep your thoughts clear and organised, just like you would when managing customer interactions. This will help us see your proactive nature and attention to detail.
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 hear from you!
How to prepare for a job interview at Flatpay
✨Know Your Stuff
Before the interview, make sure you understand Flatpay's services and how they impact customer retention. Familiarise yourself with their payment solutions and think about how you can contribute to protecting and growing revenue.
✨Practice Active Listening
During the interview, show that you can listen and respond to concerns effectively. Practice summarising what the interviewer says and ask clarifying questions. This will demonstrate your ability to handle challenging conversations, which is key for a Retention Agent.
✨Showcase Your Commercial Mindset
Be prepared to discuss how you've balanced customer needs with business goals in past roles. Think of specific examples where you’ve successfully negotiated or retained customers, as this will highlight your commercial acumen.
✨Stay Organised
Flatpay values organisation, so be ready to talk about how you manage your workload and keep track of customer interactions. Mention any tools or methods you use to stay organised, as this will show you can handle the responsibilities of the role.
