At a Glance
- Tasks: Engage with members to retain their membership through calls and emails.
- Company: Join the BMA, the leading trade union for UK doctors and medical students.
- Benefits: Enjoy 30 days holiday, double pension contributions, and flexible benefits.
- Other info: This is a remote role, perfect for motivated individuals who thrive independently.
- Why this job: Make a real impact in healthcare while developing your skills in a supportive environment.
- Qualifications: Strong customer service skills; experience in outbound calling is a plus.
The predicted salary is between 28800 - 43200 £ per year.
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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.
#J-18808-LjbffrRetention Advisor employer: BRITISH MEDICAL ASSOCIATION
The British Medical Association (BMA) is an exceptional employer, offering a supportive and inclusive work culture that prioritises the well-being of its employees. With generous benefits such as 30 days of holiday, double matching pension contributions, and extensive learning and development opportunities, the BMA fosters professional growth while advocating for healthcare professionals. Working remotely as a Retention Advisor allows for flexibility and autonomy, making it an ideal role for motivated individuals passionate about member advocacy.
Contact Details:
BRITISH MEDICAL ASSOCIATION Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Retention Advisor
✨Tip Number 1
Familiarise yourself with the British Medical Association's mission and values. Understanding their goals will help you connect with members on a deeper level during your conversations, making it easier to address their concerns and promote the benefits of continued membership.
✨Tip Number 2
Practice your communication skills, especially persuasive techniques. Since you'll be engaging with members over the phone and via email, being able to articulate the value of membership clearly and confidently is crucial for retaining members.
✨Tip Number 3
Stay updated on current issues affecting healthcare professionals in the UK. This knowledge will not only help you empathise with members but also allow you to tailor your conversations to address their specific needs and concerns effectively.
✨Tip Number 4
Network with current or former retention advisors or similar roles within the BMA or other organisations. Gaining insights from their experiences can provide you with valuable tips and strategies that can enhance your approach to member retention.
We think you need these skills to ace Retention Advisor
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities of a Retention Advisor. Familiarise yourself with the BMA's mission and how this role contributes to member retention and satisfaction.
Tailor Your CV:Highlight your customer service experience and any relevant skills that align with the job description. Emphasise your ability to engage with members and your understanding of the healthcare sector.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for member advocacy and your commitment to supporting healthcare professionals. Use specific examples from your past experiences to demonstrate your suitability for the role.
Showcase Communication Skills:Since the role involves outbound calls and emails, ensure your application reflects strong communication skills. Mention any experience you have with persuasive communication or handling member concerns effectively.
How to prepare for a job interview at BRITISH MEDICAL ASSOCIATION
✨Know Your Audience
Before the interview, research the British Medical Association and understand their mission, values, and current campaigns. This will help you tailor your responses to align with their goals and demonstrate your genuine interest in the role.
✨Showcase Your Customer Service Skills
As a Retention Advisor, exceptional customer service is key. Prepare examples from your past experiences where you've successfully resolved member concerns or provided tailored solutions. Highlight your ability to build rapport and engage effectively with members.
✨Prepare for Common Scenarios
Think about potential reasons members might cancel their membership and prepare thoughtful responses on how you would address these concerns. This shows that you are proactive and ready to tackle challenges head-on.
✨Demonstrate Your Motivation
Since this role requires a strong sense of individual motivation, be ready to discuss how you stay motivated while working remotely. Share strategies you use to manage your time and meet targets, as well as your commitment to continuous learning and improvement.
