Overview
Retention and Support Specialist – Merchant Services at CreatePay, Milton Keynes, United Kingdom. We are a leading provider of payment solutions for small to medium-sized businesses across the UK, focused on delivering smart, simple experiences in every interaction.
About the Role
We are looking for a highly agile, solutions-focused Retention and Support Specialist to join our growing Ops team. This role involves working across multiple areas of the business, from handling customer complaints to loyalty, terminal estate, onboarding, and more. You’ll play a key part in the onboarding journey and ensuring customers receive their card payment terminals quickly and are set up to trade with ease. You’ll also support internal teams, maintain day-to-day operational workflows, and seek smarter, more efficient ways of working.
You should be comfortable handling data and managing inboxes as well as speaking with customers and solving real-time problems. If you enjoy variety, fixing things, and thriving in a fast-moving environment, this role is for you.
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 onboarding 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 (Qualifications)
* Previous experience in an operational or administrative role (preferably in a fast-paced or customer-focused environment).
* Experience in a card payments or fintech business is a strong plus, but not essential.
* Exceptionally organized with strong attention to detail.
* Comfortable working across multiple systems and tools (CRM experience is a plus).
* Confident communicator, both written and verbal.
* Proactive, adaptable, and comfortable with changing priorities.
* A natural problem-solver who takes ownership and gets things done.
Benefits
* 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
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