At a Glance
- Tasks: Engage with members to enhance retention and manage claims effectively.
- Company: Join Care Club, a dynamic team focused on customer satisfaction.
- Benefits: Competitive salary, training opportunities, and a supportive team environment.
- Other info: Be part of a small team where your contributions truly matter.
- Why this job: Make a real difference in customer experiences and grow your skills.
- Qualifications: Experience in customer service and a knack for retention strategies.
The predicted salary is between 27476 - 28516 £ per year.
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
- 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
- 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
- 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
- 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
- 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
Customer Retention Specialist in Oldbury employer: Rightio
Rightio is an exceptional employer that prioritises the well-being and professional growth of its employees, offering a competitive salary starting from £40,000 to £45,000 per annum, with the potential to earn up to £70,000. Our supportive work culture fosters teamwork and communication, while unique benefits such as a profit share scheme, comprehensive training, and healthcare support ensure that our Gas & Plumbing Engineers feel valued and empowered in their roles across the West Midlands.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention Specialist in Oldbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rightio. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Rightio before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Retention Specialist in Oldbury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Rightio:Your cover letter is your chance to shine! Tell us why you want to work at Rightio specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Rightio!
How to prepare for a job interview at Rightio
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
