About the role
Customer Retentions Agent- Payment Saves
£26,436.80 per year + Uncapped commission
Norwich
Full-time, Permanent
40 hours per week: Monday to Friday (Some weekend working required- 1 in 6 weekends, either Saturday or Sunday) Between the hours of 9am-6pm.
About the Role
We’re hiring a Customer Retentions/Payment Saves Agent to join our fast-paced Retention team in Norwich.
This is a customer-focused, commercially driven role where you’ll speak to merchants who are thinking about cancelling or reducing their service. We are searching for commercially aware agent who ideally has experience from either a retention role or strong upselling/cross-selling experience.
Your job is to understand their concerns, solve problems quickly, and clearly explain the value of staying with Epos Now. You’ll also reach out to inactive customers, re-engage their accounts, and manage contract renewals to secure long-term partnerships.
If you enjoy talking to customers, solving problems, and working towards clear targets, this role offers strong earning potential and career progression.
What You’ll Be Doing
- Contact customers who have requested cancellation or are at risk of leaving
- Understand customer issues and provide effective solutions to retain their business
- Reconnect with inactive merchants and encourage them to start trading again
- Manage contract renewals and secure long-term agreements (12–18 months)
- Handle objections confidently while protecting revenue
- Use live pricing and simple calculations during customer conversations
- Work to clear targets including retention, response times, and customer activity
- Keep accurate records of all customer interactions
What We’re Looking For
- 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
- Confident using numbers during live conversations
- Positive, resilient, and motivated by results
Benefits
Company pension
Free parking
On-site parking
Referral programme
Why Join Us?
You’ll be part of a growing fintech company helping thousands of small businesses stay connected and keep trading. This is a great opportunity for someone who wants to build a career in retention, sales, or customer success with real earning potential.
Our Interview Process
- Stage 1 – Initial Conversation- A short telephone conversation with a member of our Talent Team.
- Stage 2 – Hiring Manager Interview- A face-to-face interview with the Hiring Manager to discuss your experience, skills and suitability for the role.
- We aim to keep our recruitment process straightforward, engaging and respectful of your time.
- Work Location: In person