Customer Retention Specialist

Description:

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
Reporting To: Care Club Manager
Coverage Areas: 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