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Adviser - Member Benefits and Retention

Package Description

Alongside a competitive salary of £24,570, you will also receive:

* Up to 10% discretionary annual bonus

* 11% pension contribution (3% from you, 8% from us optional additional matched 3% contributions, e.g. 6% from you, 11% from us)

* Private Medical Cover

* Healthcare cash plan

* 6x salary death in service

* Paid volunteering day

* A personal GP service enabling you to get a video consultation with an NHS-registered, private GP

* Employee Assistance Programme

* A range of shopping discounts from major high-street retailers

Job Introduction

Are you passionate about delivering exceptional member experiences and motivated by making a lasting impact on member loyalty? As a Adviser - Member Benefits and Retention, you’ll play a critical role in strengthening long-term relationships, using meaningful conversations to understand concerns, resolve issues, and retain valued members.

You’ll be a key point of contact for existing members, engaging with them at pivotal moments in their journey. By actively listening and uncovering the reasons behind enquiries or cancellation requests, you’ll provide tailored solutions that reinforce value, rebuild confidence, and encourage members to stay.

This role goes beyond handling calls, it’s about influencing outcomes through empathy, product knowledge, and confident negotiation. You’ll present relevant options, address objections with care, and ensure every member feels heard, supported, and appreciated. Your ability to retain members will directly contribute to satisfaction, loyalty, and overall business performance.

If you’re resilient, target-driven, and thrive in a fast-paced, phone-based environment, this is your opportunity to excel. You’ll join a supportive, collaborative team where your ability to protect revenue, strengthen relationships, and deliver results is recognized and rewarded.

Ready to make a measurable impact and grow your career in retention? Apply today and turn conversations into lasting member relationships.

Main Responsibilities

* Act as a primary point of contact for existing members via phone, delivering professional, empathetic service.

* Build strong relationships by understanding member concerns and offering tailored retention-focused solutions.

* Prevent cancellations by demonstrating value, addressing objections, and confidently negotiating suitable outcomes.

* Meet retention and performance targets while maintaining accurate records and contributing to a positive team culture.

The Ideal Candidate

* Exceptional communication & member focused, confident, empathetic communicator with strong listening and problem-solving skills.

* Retention, sales & negotiation mindset, experienced in influencing decisions, overcoming objections, and building long-term loyalty.

* Driven & results-oriented, motivated by targets, resilient under pressure, and committed to achieving retention outcomes.

* Collaborative team player, supports colleagues and contributes to shared goals.

* Detail-oriented & adaptable, follows processes accurately and responds effectively to diverse member needs.

We welcome applicants from all backgrounds, and we encourage you to apply even if you feel you do not match 100% of the technical requirements. We celebrate diversity, promote inclusivity and strive to create a work environment which ensures everyone can be heard.

About The Company

The Medical Protection Society Ltd (MPS) is the world’s leading protection organisation for Doctors, Dentists and healthcare professionals. We protect and support the professional interests of almost 300,000 members around the world.

We are a not-for-profit organisation, meaning member’s subscriptions are either invested into bettering the organisation, colleagues and products, or kept safe should members require support for complaints or claims arising from professional practice.

Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place. We also actively campaign for regulatory and legal reforms that benefit members and the wider healthcare professions.

To do this, we need colleagues who are trusted and supported to deliver their best work, whether that be through leadership development, fully funded training courses or peer-to-peer support. We want colleagues to feel empowered to deliver positive change, display ambition to push themselves and be determined when faced with a challenge, whilst ensuring members best interests are at the core.

Next Steps

If you are interested in finding out more, looking for a new role and want to join an organisation that truly values its employees, take a look at the role profile to find out more about the role to apply.

Our Talent Acquisition team are always on hand should you have any questions, are having any technical issues or wish to understand how MPS can support you with your application and interview.

We will be reviewing applications on a rolling basis and may close the advert early if we find the right candidate, so we encourage you to apply as soon as possible.

Customer Service Adviser - Member Benefits and Retention application closing date - 29/01/2026