Retention and Support Specialist – Merchant Services

About CreatePay

At CreatePay were 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 thats exactly the kind of experience we want every interaction with us to deliver.

Were looking for a highly agile solutions-focused Retention and Support Specialist to join our growing Ops team. This isnt 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.

Youll 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. Youll also support internal teams maintain day-to-day operational workflows and look for smarter more efficient ways of working wherever possible.

We want someone whos 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 ones for you.

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 Were 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 Youll 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