Part time - 2 days a week either Thursday and Friday or Friday and Monday 9am - 5.15pm
3 month fixed term contract, Welwyn Garden City AL7 1EL
£10,510 per annum for 2 days a week
We’re looking for a Customer Retention Specialist to help strengthen relationships with PayPoint retailers, reduce churn and support long-term commercial growth. In this role, you’ll work closely with retailers to understand their needs, resolve issues and demonstrate the value of PayPoint’s products and services.
You’ll play a key part in identifying at-risk accounts, supporting contract renewals and delivering practical retention solutions that work for both our retailers and the business.
What you’ll be doing
- Supporting PayPoint retailers through calls, emails and cases, ensuring queries are handled within agreed service levels.
- Identifying retailers at risk of leaving and taking action to retain and strengthen relationships.
- Promoting the value of PayPoint products and services to help retailers increase footfall and revenue.
- Working with internal teams including the Retail Service Hub, Field and Finance teams to resolve issues that may impact retention.
- Managing contract renewals, communicating terms clearly and negotiating commercially sensible outcomes.
- Monitoring retailer behaviour and feedback to spot trends, improve processes and support better customer outcomes.
What we’re looking for
- Strong communication skills, with confidence handling objections and influencing positive outcomes.
- A commercial mindset, with the ability to balance customer needs with revenue protection.
- Good organisational skills and the ability to manage multiple priorities in a busy environment.
- Experience using CRM systems and Microsoft Office tools.
- A proactive, accountable approach with a focus on solving problems and delivering results.
- Experience in retention, account management, customer service, renewals or contract negotiation would be beneficial.
About you
You’ll be professional, collaborative and results-focused, with the confidence to take ownership of issues and follow them through to resolution. You’ll enjoy building relationships, working as part of a team and helping customers get the most from the services available to them.
Why join us?
This is a great opportunity to join a fast-paced, customer-focused team where your work will directly support retailer relationships, commercial performance and business growth.
