Customer Retentions – Payment Saves Agent

About the role

Join the fast‑paced Retention team at Epos Now in Norwich as a Customer Retentions – Payment Saves Agent. You will speak with merchants who are considering cancelling or reducing their service and work to keep them engaged with the platform.

Key responsibilities

• Contact customers who have requested cancellation or are at risk of leaving.
• Understand customer concerns, provide effective solutions and clearly explain the value of staying.
• Reconnect with inactive merchants and encourage them to resume trading.
• Manage contract renewals (12–18 months) and secure long‑term agreements.
• Handle objections confidently while protecting revenue.
• Use live pricing and simple calculations during conversations.
• Meet targets for retention, response times and customer activity.
• Maintain accurate records of all interactions.

Required profile

• Experience in customer service, sales, retention or account management.
• Strong communication skills and confidence handling difficult conversations.
• Comfortable working in a target‑driven environment.
• Commercial mindset with the ability to make quick decisions.
• Positive, resilient and motivated by results.

Required skills

What we offer

• Company pension.
• Free on‑site parking.
• Referral programme.