Customer Retention Agent

Epos Now Group; Norwich; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Career progression

Uncapped commission

Holiday allowance

Employee discounts

Job summary

Epos Now Group in Norwich is seeking a Customer Retention Agent to reduce churn and safeguard revenue. You will contact at‑risk customers, negotiate renewals, and handle cancellations, billing enquiries and complaints.

The role offers a base salary of £26,436 with uncapped commission, 40 hours per week (Mon-Fri 9am-6pm) and weekend rotation. You will use our CRM to build relationships, hit retention KPIs and contribute to a positive customer experience.

Qualifications

• Experience in customer service, sales, retention, or account management.
• Strong communication skills and confidence handling difficult conversations.
• Comfortable working in a target-driven environment.
• Ability to think commercially and make quick decisions.

Responsibilities

• Retain customers, contributing to a 1% churn of customer base.
• Proactively speak to customers with outstanding debt, to reduce funds owed.
• Manage all cancelled customers and outbound activity, contacting cancellations within 24 hours.
• Use Net Promoter Score results from cancellations to address detractor issues.
• Answer billing and subscription queries.
• Maintain a high volume of outbound activity to nurture relationships.
• Ensure all customers understand the value of the company’s products and services.
• Deliver against KPIs in key areas of activity and productivity.
• Optimize customer experience by using the CRM effectively.
• Follow processes and provide feedback to improve them.

Skills

Customer service

Sales

Retention

Account management

Communication

Job description

Customer Retention Agent

Location: Norwich

Job Type: Full-time, Permanent

Salary: £26,436 + Uncapped Commission

Hours: 40 hours per week: Monday to Friday, 9am-6pm (Some weekend working required- 1 in 6 weekends, either Saturday or Sunday)

About the company

We are a market-leading fintech company that supports over 90,000 businesses across 8 countries and works within the payments and point of sale (POS) space. Our mission is to make commerce accessible for everyone. After such successful development, we are expanding our customer service department to support a growing customer base.

With an inclusive culture, we support every employee with a personalised progression plan to identify a clear and achievable career path for success.

About the role

Customer success is the foundation of business success. As this company has been built on retaining customers for long periods of time, when a customer leaves - we take it personally.

As Customer Retention Agent, you will be responsible for maintaining a low level of customer churn and contacting customers at risk of churn or canceling in a timely manner. Being a confident negotiator, experienced in account management and comfortable handling difficult conversations, you will be tenacious in your desire to retain customer business. You will also proactively contact customers to improve their experience, and will be the first point of call to deal with cancellations, billing enquiries, customer retention and complaints.

Responsibilities

• Retain customers, contributing the company goal of a 1% churn of customer base.
• Proactively speak to customers with outstanding debt, to reduce the number of customers owing funds and identifying gaps in process to prevent repeat offenses.
• Manage all canceled customers and outbound activity. This includes taking ownership of your personal cancellation queue by contacting all customer cancellations within 24 hours, and seeking to reactivate accounts where possible.
• Use Net Promoter Score results from cancellations to address detractor issues.
• Answering customers' billing and subscription queries.
• Maintain a high volume of outbound activity to nurture meaningful relationships with customers, understand customer needs and support business growth.
• Ensure all customers understand the value of the company’s products and services.
• Deliver against KPIs in key areas of activity and productivity.
• Optimize customer experience by effectively utilizing the CRM.
• Follow all relevant processes and proactively give feedback to improve them.

What We’re Looking For

• Experience in customer service, sales, retention, or account management
• Strong communication skills and confidence handling difficult conversations
• Comfortable working in a target-driven environment
• Ability to think commercially and make quick decisions
• Confident using numbers during live conversations
• Positive, resilient, and motivated by results

Benefits

• Career progression and increased basic salary achievable by reaching revenue, retention and account reactivation targets.
• Earn uncapped commission through our inbound sales approach.
• Total of 20 days plus bank holidays
• Exclusive retail, restaurants, travel and accommodation discounts.

Why Join Us?

You’ll be part of a growing fintech company helping thousands of small businesses stay connected and keep trading. This is a great opportunity for someone who wants to build a career in retention, sales, or customer success with real earning potential.