Customer Support (Retention Team)

Lifesearch; England; On-site; GBP 26,000 - 31,000; Full time

Job summary

A leading life insurance brokerage in the UK is seeking passionate individuals to join their Retention Support team in Milton Keynes. This role offers a £26,500 basic salary plus potential bonuses and emphasizes meaningful communication with families whose policies may lapse. The ideal candidate will possess excellent communication skills, office-based customer service experience, and the ability to thrive in a fast-paced and supportive team environment. Comprehensive training and numerous benefits are included, making it a rewarding career opportunity.

Benefits

Quarterly performance bonus

Industry-leading training and ongoing development

Life, Critical Illness & Income Protection cover

Buy/Sell holiday days

Birthday off

Recognition and rewards

Qualifications

• Strong communication skills to handle difficult conversations positively.
• Essential experience in customer service within an office environment.
• Demonstrated resilience and empathy in a fast-paced role.

Responsibilities

• Reach out to families to help protect their Life Insurance policies.
• Collaborate with insurers to manage lapses and find solutions.
• Maintain accurate records and ensure valuable conversations.
• Conduct performance reporting to track the effectiveness of client outreach.

Skills

Excellent communication skills

Experience in an office-based customer service environment

Resilience and empathy

Ability to work independently and collaboratively

Experience handling reinstatements, missed premiums, or lapse warnings

Job description

£26,500 basic salary + potential quarterly bonus based on performance + supportive culture + genuine career growth + great perks!

We re one of the UK s leading Life Insurance Brokers, and we re on the hunt for passionate and friendly people to join our Retention Support team. Think meaningful conversations, a supportive team, and the chance to genuinely change lives by helping families stay protected.

We ve featured in the Sunday Times Best Companies to Work For list, and our Trustpilot reviews speak for themselves! But don t just take our word for it, go ahead, check us out!

Provisional Start: ASAP
Based in: Milton Keynes
Working Pattern: Monday to Friday, 9am 6pm

What you ll be doing

• Reach out to families whose Life Insurance policies are at risk of lapsing, understand their situation, and help them stay protected.
• Work closely with insurers to identify the reason for the lapse and find the best solution for each customer.
• Manage your diary and workload confidently, taking ownership of your day while collaborating with your team toward shared goals.
• Use our dialler system to contact clients, keep accurate records, and ensure every conversation adds value.
• Communicate clearly, empathetically, and professionally. Build rapport and trust with customers and colleagues alike.
• Share ideas and feedback to improve processes, profitability, and the overall customer experience.
• Stay up to date with insurer processes, attend training and webinars, and complete 15 hours of CPD annually.
• Run and interpret performance reports. Every policy you save is a family protected.

We re looking for

• Excellent communication skills. You re able to turn difficult conversations into positive outcomes.
• Experience in an office-based customer service environment is essential
• Resilience and empathy. This is a fast-paced, people-first role where every call matters.
• The ability to work both independently and collaboratively within a supportive team.
• Experience handling reinstatements, missed premiums, or lapse warnings with life insurance providers is a bonus!

What s in it for you

• £26,500 basic salary
• Quarterly performance-based bonu
• Industry-leading training & ongoing development
• Life, Critical Illness & Income Protection cover
• Buy/Sell up to 5 days of holiday
• Your birthday off
• Recognition and rewards for delivering great outcomes
• And much more!

What s the application process like

• Click apply and upload your CV (yes, we genuinely read them!).
• If you re a match, Sophie will be in touch for a short telephone interview.
• From there, you ll be invited to an in-person interview at our Milton Keynes office.
• You may then have a final Teams conversation before (fingers crossed ) we offer you the role!
• We keep you updated at every stage. No ghosting here!

Ready to protect families and build a meaningful, rewarding career

now and become part of a team that s changing lives every day.