Membership Retention Advisor
£28,500 Basic Salary + Performance Bonus | Wokingham | Full Time | Office Based
No recruitment agencies please.
Help our members stay protected.
At Lifetime Legal, we're passionate about making legal support accessible, affordable and easy to understand.
Our members trust us to support them through some of life's biggest milestones, and our Membership Retention Advisors play a vital role in helping them continue to benefit from the protection and peace of mind our membership provides.
This is more than a customer service role. We're looking for confident communicators who enjoy influencing conversations, handling objections and helping customers recognise the value of staying with Lifetime Legal. If you're resilient, target-driven and passionate about delivering outstanding customer outcomes, we'd love to hear from you.
Why join Lifetime Legal?
We're proud to invest in our people, with over 70% of our management team promoted internally. When you join us, you'll become part of a supportive, ambitious business where your development is just as important as our customers.
Our culture is built around five core values:
- Customer Focus – delivering exceptional service and putting our members first.
- Integrity – acting honestly, ethically and transparently in everything we do.
- Growth – supporting the development of our people and our business.
- Innovation – embracing new ideas and continually improving.
- Passion – making a genuine difference for our customers and each other.
About the Role
As a Membership Retention Advisor, you'll speak to existing members throughout their journey with Lifetime Legal, helping them renew or continue their membership and ensuring they receive an exceptional experience every time they contact us.
Whether you're answering membership queries, processing renewals or speaking with customers considering cancellation, you'll listen carefully, understand their needs and confidently demonstrate the value of remaining a Lifetime Legal member.
You'll balance outstanding customer service with achieving retention targets, using your communication and influencing skills to retain memberships in an ethical, customer-first way.
Key Responsibilities
- Handle inbound membership enquiries professionally and efficiently.
- Contact members regarding renewals and membership extensions.
- Manage cancellation requests, understanding customer concerns and identifying opportunities to retain memberships.
- Clearly explain the benefits and value of Lifetime Legal membership.
- Collect payments to activate or renew memberships.
- Deliver exceptional customer service on every interaction.
- Maintain accurate customer records using internal systems.
- Achieve individual retention, quality and productivity targets.
- Work collaboratively with colleagues to deliver the best possible customer outcomes.
What We're Looking For
You'll thrive in this role if you enjoy speaking to people, are naturally resilient and take pride in achieving great results whilst doing the right thing for the customer.
You'll ideally have:
- Previous experience in a telephone-based customer service, retention, renewals or sales role.
- Excellent communication and active listening skills.
- Confidence building rapport and influencing conversations over the telephone.
- Strong objection handling and negotiation skills.
- A customer-first approach with the confidence to ask for commitment and close conversations positively.
- Good organisational skills and attention to detail.
- Experience using CRM systems and Microsoft Office.
- A positive attitude, willingness to learn and openness to coaching and feedback.
- The ability to work independently whilst contributing to a supportive team.
Experience in any of the following would be advantageous:
- Membership Retention
- Customer Retention
- Renewals
- Insurance
- Financial Services
- Utilities
- Telecommunications
- Subscription Services
What You'll Receive
We'll provide structured training, regular coaching and ongoing development to help you succeed and progress your career.
Our benefits include:
- Competitive salary with performance bonus
- 28 Days holiday
- Your birthday off every year
- Private healthcare for you and your children
- Company pension
- Free onsite parking and EV charging
- Monthly food van, competitions and incentives
- Access to discounts at over 600 retailers
- Free legal advice, a complimentary Will and Lifetime Legal membership benefits
Working Hours
Monday to Friday 9:00am – 6:00pm (40 hours per week)
Please note this role is office-based during your first four months whilst you complete your probation and training.
Before You Apply
This is a target-driven membership retention role.
Success isn't just about delivering excellent customer service—it's about confidently guiding conversations, understanding our members' needs, demonstrating the value of our membership and asking for the commitment to stay with Lifetime Legal.
We're looking for people who are comfortable working towards retention and renewal targets, enjoy handling objections and have the confidence to close conversations positively. You'll use your communication and influencing skills to retain members in an ethical, customer-first way, ensuring every recommendation is in the customer's best interests.
If you're motivated by achieving results, resilient when faced with challenging conversations and take pride in balancing exceptional customer outcomes with strong business performance, we'd love to hear from you.
If you're looking for a role focused solely on customer service with no sales or retention targets, this position is unlikely to be the right fit.
Pay: £28,500.00-£33,500.00 per year
Application question(s):
- Are you within a 45 minute commute to Wokingham?
Experience:
- call centre: 1 year (preferred)
- membership retention: 1 year (preferred)
Work Location: In person
