Customer Retentions / Payment Saves Agent (UK Hours)

About the role

We are looking for a Customer Retentions / Payment Saves Agent to join our fast‑paced Retention team in Norwich. You will speak with merchants who are considering cancelling or reducing their service, understand their concerns and demonstrate the value of staying with Epos Now.

Key responsibilities

• Contact customers who have requested cancellation or are at risk of leaving.
• Understand issues and provide effective solutions to retain their business.
• Reconnect with inactive merchants and encourage them to resume trading.
• Manage contract renewals and secure long‑term agreements (12–18 months).
• 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.
• Ability to think commercially and make quick decisions.
• Confidence using numbers during live conversations.
• Positive, resilient and motivated by results.

What we offer

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