Customer Loyalty Advisor

CreatePay Limited; Milton Keynes; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Casual dress and relaxed office culture

Regular incentives including overseas trips

Free CreatePay Rewards access

Free gym passes

Job summary

CreatePay Limited, based in Milton Keynes, is looking for a Customer Loyalty & Retention Specialist to protect and grow its existing customer base. This role is about retaining customers considering cancellation and negotiating solutions to keep their business.

You will manage contract renewals and pricing reviews while ensuring customer satisfaction. Ideal candidates have experience in customer service and are skilled communicators.

The position offers a supportive office culture and incentives, making it a great place to grow your career.

Qualifications

• 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.

Responsibilities

• Proactively contacting customers to renew contracts.
• Managing and responding to cancellation requests.
• Conducting pricing reviews aligned with company strategy.

Skills

Customer retention strategies

Communication skills

Problem-solving skills

CRM experience

Job description

Milton Keynes, United Kingdom | Posted on 15/06/2026

At CreatePay, we're 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.

Please note - this role is suitable for UK-Based residents.

Requirements

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 boarding 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.
  

What You’ll Get

• 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