Retention and Support Specialist – Merchant Services

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

Job summary

CreatePay is seeking a Retention and Support Specialist to join their Ops team in Milton Keynes. This dynamic role involves customer onboarding, handling queries, and improving operational processes in a fast-paced environment. Ideal candidates will have experience in customer service or operations, strong communication skills, and a proactive approach to problem-solving. Join a supportive team and enjoy benefits like casual dress, gym passes, and incentives.

Benefits

Casual dress and relaxed office culture

Regular incentives including overseas trips

Free CreatePay Rewards access

Free gym passes

Qualifications

• Previous experience in a fast-paced or customer-focused environment.
• Comfortable working across multiple systems and tools.
• Proactive, adaptable, and comfortable with changing priorities.

Responsibilities

• Proactively contact customers to renew contracts and ensure satisfaction.
• Manage customer cancellations and support account closures.
• Assist with onboarding new customers and setting up payment terminals.

Skills

Organizational skills

Problem-solving

Communication

Education

Experience in operational or administrative role

Experience in card payments or fintech business

Tools

CRM systems

Job description

Retention and Support Specialist – Merchant Services

Milton Keynes, United Kingdom | Posted on 20/05/2025

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 highly agile, solutions-focused Retention and Support Specialist to join our growing Ops team. This isn’t a role for someone who wants to do the same thing every day — we need someone comfortable jumping across multiple areas of the business, from handling customer complaints to working on loyalty, terminal estate, and more.

You’ll play a key part in the onboarding journey, ensuring our customers receive their card payment terminals quickly and are supported in getting set up and trading with ease. You’ll also support internal teams, maintain day-to-day operational workflows, and look for smarter, more efficient ways of working wherever possible.

We want someone who’s just as comfortable handling data and managing inboxes as they are speaking with customers and solving real-time problems. If you love variety, get a buzz from fixing things, and thrive in a fast-moving environment — this one’s for you.

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.
  
• Managing customer cancellations, identifying reasons, and supporting smooth account closures.
  
• Support the onboarding of new customers and help get their payment terminals set up smoothly.
  
• 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 an operational or administrative role (preferably in a fast-paced or customer-focused environment).
  
• 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