Retention Consultant

About the role

The Retention Consultant will proactively engage members who are considering cancelling their Discovery Vitality products. The role focuses on understanding concerns, resolving issues, and demonstrating the value of the Vitality programme to preserve loyalty and minimise churn.

Key responsibilities

• Conduct inbound and outbound telephone conversations with members requesting policy cancellation.
• Achieve defined conversion targets by persuading members to retain their membership.
• Identify member needs and cross‑sell or upsell additional Vitality products where appropriate.
• Provide exceptional, “dazzling” service to both internal and external stakeholders.
• Escalate unresolved issues to the relevant departments and ensure follow‑up.
• Maintain accurate records of calls, contacts, and outcomes, and report metrics to management.
• Process administrative changes promptly and monitor their completion.

Required profile

• Demonstrates high ethical standards and integrity.
• Strong communication and active listening abilities.
• Ability to build trust quickly and secure commitment from members.
• Results‑oriented with a focus on meeting or exceeding targets.
• Comfortable working in a fast‑paced, dynamic environment.

Required skills