Customer Loyalty Advisor

About CreatePay

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.

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

• 25 days’ holiday plus Bank Holidays 
  
• 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