Retention Specialist — Uncapped Commission & Career Growth

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

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.