Customer Retention Specialist

Customer Retention Specialist Salary: £27,476.80 rising to £28,516.80 on successful completion of probation Location: 210–222 Hagley Road West, Oldbury, B68 0NP About Care Club Care Club is Rightio's membership programme, providing customers with ongoing coverage across plumbing, gas, electrics, locks, and internal drainage. Our team is built on collaboration and collective ownership of the member experience. Every agent plays an active role from the moment someone joins right through to renewal and beyond. This isn't a call centre role. It's a specialist position where retention expertise sits at the centre, but you'll also manage claims, coordinate engineers, handle enquiries, and identify growth opportunities. That 360° ownership is what makes Care Club different, and it's what makes the work rewarding. Why We're Recruiting We're growing. Care Club membership is expanding and we need someone who can bring real retention instinct to the team while also being comfortable in the full breadth of the role. The Role at a Glance Department: Care Club Location: Oldbury, B68 0NP Salary: £27,476.80, rising to £28,516.80 on completion of probation ReportingTo: Care Club Manager CoverageAreas: Plumbing · Gas · Electrics · Locks · Internal Drainage What the Role Actually Involves Retention: your primary focus • Proactively contact members at risk of cancellation and turn those conversations around • Handle renewals, lapsed accounts, and cancellation requests with empathy and commercial skill • Identify patterns in member dissatisfaction and feed insight back to the manager • Build lasting relationships that make members feel valued Claims Management • Handle First Notification of Loss (FNOL) and manage claims through to resolution • Assess eligibility across coverage areas • Coordinate with approved engineers and contractors to get jobs completed efficiently • Keep members informed at every stage Member Enquiries & Onboarding • Handle inbound calls, emails, and web chats from existing and prospective members • Welcome new members and set expectations clearly • Process plan upgrades, amendments, and payments accurately Upsell & Plan Promotion • Identify opportunities to upgrade members to higher-tier plans • Present the value of Care Club to customers following Rightio breakdown jobs • Support the team's targets through a consultative sales approach Admin & Systems • Maintain accurate, up-to-date member records across CRM and internal platforms • Log all interactions, claims, and outcomes consistently About You Essential • Demonstrable retention experience — you've had difficult cancellation conversations and won them • Background in customer service, membership, insurance, or a subscription-based environment • Confident communicator across phone, email, and digital channels • Strong organisational skills and ability to manage multiple member situations • Empathetic and calm under pressure, especially when customers are frustrated • Commercially aware — you understand what keeps a business healthy and a customer loyal • Comfortable with CRM systems and digital tools • Track record of hitting retention KPIs or renewal targets Desirable • Experience in home maintenance, insurance, or property services • Familiarity with claims processes or contractor coordination • Experience working in a small team where you wear multiple hats What We Offer • Competitive salary with a clear probation milestone increase • A small team where your contribution is visible and valued • Training across all coverage areas • Opportunity to shape how Care Club grows • The chance to make a real difference to customers Our Values Reassuring · Reliable · Responsible · Robust · Respectful You may have experience of the following: Retention Officer, Customer Success Specialist, Membership Specialist, Claims Handler, Customer Service Specialist, Account Retention Specialist, Membership Administrator, Customer Care Specialist, Member Services Officer, Churn Prevention Specialist