At a Glance
- Tasks: Support and strengthen relationships with retailers to reduce churn and maximise value.
- Company: Join a leading company focused on customer retention and relationship building.
- Benefits: Competitive salary, flexible working hours, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on collaboration and professional development.
- Why this job: Make a real impact by helping retailers thrive with PayPoint's products and services.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
The predicted salary is between 30000 - 40000 £ per year.
The Customer Retention Specialist is responsible for supporting and strengthening relationships with PayPoint retailers to reduce churn, maximise retailer lifetime value, and drive long-term commercial performance. This role focuses on identifying at-risk accounts, delivering tailored retention strategies, and providing expert support to ensure retailers fully realise the value of PayPoint’s products and services.
Key Responsibilities
- Reactive Retention
- Prevent and minimise retailer churn across all PayPoint products and services.
- Promote the value of PayPoint’s products and services to retain and grow business.
- Deliver sustainable and commercially viable retention outcomes.
- Liaise with internal teams (Retail Service Hub, Field, Finance) to resolve issues blocking retention.
- Handle calls, emails, and cases within agreed SLAs.
- Proactive Retention
- Monitor retailer behaviour, trends, and account activity to identify early churn signals.
- Proactively engage retailers to strengthen relationships before issues arise.
- Demonstrate how PayPoint products and services can increase footfall and revenue.
- Support retailers through key lifecycle stages (onboarding, in-life changes, offboarding).
- Capture feedback from proactive conversations to provide insight on product, pricing, or process improvements.
- Contract Renewals
- Manage and secure contract renewals for retailers approaching expiry.
- Negotiate commercial terms to protect revenue while maintaining relationships.
- Clearly communicate contract terms, benefits, and any changes.
- Prioritise high-value and high-risk retailers.
- Maintain accuracy and compliance in all contract renewals.
Skills, Experience, & Behaviours
- Strong understanding of business impact, revenue protection, and the ability to balance customer needs with commercial outcomes.
- Advanced understanding of PayPoint products/services (or ability to quickly acquire knowledge) to effectively support and advise retailers.
- Excellent verbal and written communication, with the ability to handle objections, negotiate outcomes, and influence retailer decisions.
- Robust organisational skills with the ability to manage multiple tasks in a busy environment.
- Competent use of CRM and Microsoft Office tools.
- Proven ability to reduce churn and increase retailer lifetime value through effective retention strategies.
- Experience negotiating pricing, contracts, and commercial terms, with the ability to handle non-standard deals.
- Understanding of end-to-end retailer journeys (Retail Lifecycle), including field support, contract verification, onboarding, in-life change, and offboarding.
Behaviours
- Collaborative, professional, and supportive.
- Accountable for outcomes, not just tasks.
- Takes ownership to resolve issues, even when not directly at fault.
- Results-focused and performance-driven.
- Committed to high standards and team development.
Customer Retentions Specialist employer: Paypoint
At PayPoint, we pride ourselves on being an exceptional employer that values collaboration and professional growth. Our Customer Retention Specialists play a crucial role in fostering strong relationships with retailers, ensuring they maximise the value of our services while enjoying a supportive work culture that prioritises employee development and success. Located in a dynamic environment, we offer competitive benefits and opportunities for career advancement, making PayPoint a rewarding place to build your future.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retentions Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Paypoint. 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 Paypoint 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 Customer Retentions Specialist
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 Paypoint:Your cover letter is your chance to shine! Tell us why you want to work at Paypoint 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 Paypoint!
How to prepare for a job interview at Paypoint
✨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.
