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
Compensation: £26,436