Customer Retention Agent (Fintech)

Location: Norwich, Norfolk, United Kingdom. Full-time, permanent role with 40 hours per week, Monday to Friday from 9am to 6pm, plus one weekend shift every six weeks.

Salary: £26,436 plus uncapped commission.

Company

hirify.global is a fintech company providing payment and point-of-sale solutions to more than 90,000 businesses across eight countries.

What you will do

• Retain customers and contribute to the target of maintaining customer churn at 1%.
• Contact customers at risk of churn, customers with outstanding debt, and canceled customers.
• Manage a personal cancellation queue, contacting customers within 24 hours and reactivating accounts where possible.
• Handle billing, subscription, cancellation, retention, and complaint enquiries.
• Use customer feedback, Net Promoter Score results, and CRM data to improve customer experience and retention processes.
• Maintain high outbound activity, explain product value, and deliver activity and productivity KPIs.

Requirements

• Experience in customer service, sales, customer retention, or account management.
• Strong communication skills and confidence handling difficult conversations.
• Comfort working in a target-driven environment.
• Commercial thinking and the ability to make quick decisions.
• Confidence using numbers during live customer conversations.
• Positive, resilient, and results-oriented approach.

Culture & Benefits

• Personalised progression plans with opportunities to build a career in retention, sales, or customer success.
• Increased basic salary available through revenue, retention, and account reactivation targets.
• Uncapped commission through the inbound sales approach.
• 20 days of holiday plus bank holidays.
• Discounts on retail, restaurants, travel, and accommodation.