At a Glance
- Tasks: Engage with customers to protect relationships and reduce cancellations.
- Company: OneFamily, an award-winning financial services company focused on modern families.
- Benefits: Competitive salary, generous bonuses, 25 days holiday, and paid volunteer days.
- Other info: Join a supportive team with excellent training and growth opportunities.
- Why this job: Make a real difference in customer lives while developing your career.
- Qualifications: Experience in customer retention and understanding of FCA requirements.
The predicted salary is between 30000 - 40000 £ per year.
Protect customer relationships. Reduce lapses. Strengthen long‑term value. We’re looking for a Distribution Retentions Specialist to play a key role in protecting policy retention and supporting sustainable revenue across our intermediary channel. You’ll engage directly with customers at risk of cancellation, helping them make informed decisions — especially those in vulnerable circumstances — while ensuring fair, compliant and customer‑focused outcomes. Your work will directly influence customer confidence, lapse reduction, and the overall quality of our distribution journey.
What you’ll do
- Retention case management - Resolve at‑risk customer cases with clear, accurate, outcome‑focused guidance.
- End‑to‑end resolution - Own each case through to completion, reducing preventable lapses.
- Vulnerable customer support - Identify and manage vulnerable customers in line with regulatory expectations.
- Data‑driven prioritisation - Use behavioural indicators and MI to target engagement effectively.
- Insight generation - Spot trends and early warning signs to inform proactive lapse‑prevention strategies.
- Accurate record‑keeping - Maintain complete, compliant records to support reporting and continuous improvement.
- Customer journey improvement - Identify root causes of cancellations and feed insights into product and process enhancements.
- Cross‑functional collaboration - Work with Underwriting, Claims, Propositions and Customer Services to resolve complex queries.
What you’ll bring
- Knowledge of protection products, intermediary distribution and customer journeys.
- Understanding of FCA requirements, including Consumer Duty and vulnerable customer frameworks.
- Experience in customer retention, complaints handling or contact centre environments.
- Ability to interpret customer data and MI to drive decisions.
- Proficiency with Microsoft Office (especially Excel) and customer management systems.
- Strong attention to detail and commitment to maintaining accurate, compliant records.
The Company
OneFamily are an award-winning financial services company, providing products and services that help modern families thrive. We believe that finance isn’t just personal. Every decision you make affects the people you care about most. That’s why we believe in creating products for modern families: the dual parents, the divorced, the single parents, the live-in grandma and the mate that your kid calls ‘Uncle’ - whatever family means to you.
Work With Us
The Benefits
- Competitive salaries and a generous bonus scheme.
- 25 days paid holiday, plus bank holidays.
- Three paid days a year to volunteer at a local charity of your choice.
- Healthcare, life assurance and pension contributions.
- Training, team building and management development programmes.
- Enhanced maternity, paternity and adoption leave.
Did you also know that OneFamily have been listed as one of the best places to work by The Sunday Times!
Distribution Retentions Specialist in Brighton employer: OneFamily
OneFamily is an exceptional employer that prioritises the well-being of its employees while fostering a supportive and inclusive work culture. With competitive salaries, generous benefits, and a commitment to employee growth through training and development programmes, we empower our team to thrive in their roles. Located in a vibrant community, we also offer opportunities for meaningful engagement through volunteer days, making a positive impact both within and outside the workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Distribution Retentions Specialist in Brighton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your pitch! Be ready to explain why you're the perfect fit for the Distribution Retentions Specialist role. Highlight your experience with customer retention and how you can help reduce lapses.
✨Tip Number 3
Show off your skills! If you get the chance, demonstrate your proficiency with data analysis or customer management systems during interviews. Bring examples of how you've used these skills to improve customer journeys.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our team at OneFamily.
We think you need these skills to ace Distribution Retentions Specialist in Brighton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with customer retention and understanding of vulnerable customer frameworks. We want to see how your skills align with the role of a Distribution Retentions Specialist!
Showcase Your Data Skills:Since data-driven prioritisation is key, don’t forget to mention any experience you have with interpreting customer data or using MI. We love seeing how you can use numbers to drive decisions and improve customer journeys.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, especially when it comes to explaining your past experiences and how they relate to the role. Remember, we’re looking for outcome-focused guidance!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at OneFamily!
How to prepare for a job interview at OneFamily
✨Know Your Stuff
Make sure you brush up on your knowledge of protection products and the intermediary distribution process. Understanding the customer journey and FCA requirements will show that you're serious about the role and can engage effectively with customers.
✨Show Empathy
As a Distribution Retentions Specialist, you'll be dealing with vulnerable customers. Prepare to demonstrate your ability to empathise and support them through their decision-making process. Think of examples where you've successfully helped someone in a similar situation.
✨Data is Your Friend
Familiarise yourself with how to interpret customer data and MI. Be ready to discuss how you would use behavioural indicators to prioritise engagement and prevent lapses. This shows that you can think strategically and make informed decisions.
✨Collaboration is Key
Highlight your experience working cross-functionally. Be prepared to share examples of how you've collaborated with other teams to resolve complex queries. This will demonstrate your ability to work well within a team and contribute to improving the overall customer journey.
