CreatePay are a leading provider of payment solutions products, dedicated to helping small to medium sized UK businesses streamline their payment processes. We're looking for a superstar Customer Loyalty Specialist to join our MK based Operations team The Customer Loyalty Specialist will provide day to day support directly to our customers by creating a positive customer experience and resolving customer complaints as they arise while following strict FCA guidelines. You will be a key part of our retention strategy, providing key insight and data to senior managers, while also helping to mitigate customers cancelling by providing a first class customer experience. We're looking for someone with A customer-focused approach Experience with account/customer management Knowledge within payments (but not essential) Ability to work well in a team Can do attitude Excellent customer service skills Strong conflict resolution skills Ability to remain calm and professional in stressful situations Empathy and patience Strong organizational skills Requirements Taking inbound / making outbound calls to customers with complaints Taking inbound / making outbound calls to customers who are looking to cancel Liaising with our partner companies / internal departments to resolve customer issues Building positive relationships with customers and internal members of staff Resolving complaints whilst adhering to FCA guidelines Providing clear and concise final resolution communications Maintain clear and comprehensive notes within our CRM Provide reporting based on activity and trends Benefits · 25 Days Holiday plus Bank Holidays · Regular incentives, including overseas trips · Free CreatePay rewards access · Free Gym passes · Free BUPA annual checkup