Retention Advisor

British Medical Association; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

The British Medical Association is seeking a Retention Adviser to enhance member engagement and retention for up to a year. This role involves conducting outreach to former members, providing exceptional customer service, and collaborating on strategies to improve satisfaction and retention rates.

Benefits

30 days holiday entitlement plus bank holidays

Double matching pension contributions up to 12%

24/7 Employee Assistance Programme (EAP)

Discounted legal services via BMA Law

Flexible benefits and discounts

Learning and Development opportunities

Season ticket loan up to £10,000

Qualifications

• Strong background in customer service.
• Passionate about member advocacy.
• Ability to work towards targets.

Responsibilities

• Conduct outbound calls to re-engage lapsed members.
• Record interactions in the membership database.
• Promote benefits of continued membership.

Skills

Customer Service

Communication

Motivation

Tools

IT Systems

Job description

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The British Medical Association (BMA) is the trade union and professional body for doctors in the UK. We represent, support and negotiate on behalf of all UK doctors and medical students.

Join the BMA at a crucial time for doctors and the NHS and be part of a team working for better pay and conditions for the profession.

About the role

The overall responsibility of the Retention Adviser is to engage, and where possible, upsell with members who have joined the Union, are ongoing members, or retain those members who have recently cancelled their membership. Through outbound calls and emails, the Retention Adviser will address member concerns and highlight the benefits of continued membership. The primary objective is to retain members by delivering exceptional customer service, building rapport, and offering tailored solutions that meet their needs.

This role is ideal for individuals with a strong background in customer service, a passion for member advocacy, and a commitment to supporting healthcare professionals.

This is a fixed term contract for up to 1 year.

Key Responsibilities:

• Conduct outbound calls or send emails to members who have cancelled their membership, either intentionally or unintentionally, to understand their reasons and address any concerns, aiming to retain them as members.
• Make outbound calls or send emails to members for various purposes, including re-engaging lapsed members, completing applications, welcome calls, and other campaigns to engage with members.
• Use persuasive communication techniques to promote the benefits of continued membership and provide tailored solutions to encourage member retention.
• Accurately record all interactions and outcomes in the membership database, ensuring data integrity and compliance with GDPR and other relevant regulations.
• Collaborate with the wider membership department to develop and implement retention strategies and share insights on common reasons for cancellations.
• Stay informed about the organisation’s services, benefits, and current campaigns to provide members with up-to-date and accurate information.
• Meet and exceed individual retention targets and key performance indicators (KPIs) set by the Growth Marketing Manager.
• Participate in regular training sessions to continuously improve communication and negotiation skills, product knowledge, and understanding of the healthcare sector.
• Provide feedback to the Retention Team Leader on common trends and member concerns to help shape future retention strategies and improve member satisfaction

We are looking for outgoing individuals who are enthusiastic about engaging with our members and passionate about meeting their needs. Retention advisors work remotely so require a strong sense of individual motivation and need to be comfortable in a home working environment. Experience with outbound calling while not essential is an advantage in the role as this is the primary function of a retention advisor. Candidates should also have competency with using IT systems and be conscientious when handling the personal data of our membership. Candidates should be used to working towards agreed targets and open to support and training, to help improve individual performance.

Why work for us?

We offer a wide range of benefits including:

• 30 days holiday entitlement plus bank holidays and a BMA company day
• Double matching pension contributions up to 12% of salary
• Additional leave entitlement for volunteering or moving house (after completion of probationary period)
• Access to a 24/7 Employee Assistance Programme (EAP) with free confidential counselling, a helpline and specialist support available
• BMA Law - discounted rates for employees requiring legal services such as will writing/conveyancing
• Multiple flexible benefits and discounts through our employee benefits platform
• Lots of Learning and Development/training opportunities via our internal learning hub
• Season ticket loan (up to £10,000) after completion of probationary period

Anonymous recruitment

The BMA endeavours to be an inclusive employer, ensuring fairness and consistency to select the best candidate for roles. To support our aims, we use specific software to remove all personal identifying information from CVs and applications. Personal information such as name, date of birth, age and gender are anonymised and will only become visible to hiring managers if you are selected for interview.