Customer Support (Retention Team)

Opt Worldwide; Milton Keynes; On-site; GBP 26,000 - 31,000; Full time

Job summary

A leading Life Insurance Broker in Milton Keynes is seeking passionate individuals for their Retention Support team. The role involves reaching out to families to help them maintain their life insurance policies, requiring strong communication skills and a customer service background. This entry-level position offers a supportive culture, industry-leading training, and meaningful career growth opportunities.

Benefits

Quarterly performance-based bonus

Industry-leading training

Life, Critical Illness & Income Protection cover

Recognition and rewards for delivering great outcomes

Your birthday off

Qualifications

• Ability to turn difficult conversations into positive outcomes.
• Experience handling reinstatements or lapse warnings is a bonus.

Responsibilities

• Help families whose life insurance policies risk lapsing.
• Work closely with insurers to find solutions.
• Manage your diary and workload confidently.

Skills

Excellent communication skills

Experience in customer service

Resilience and empathy

Job description

£26,500 basic salary + potential quarterly bonus based on performance + supportive culture + genuine career growth + great perks!
We’re one of the UK's leading Life Insurance Brokers, and were on the hunt for passionate and friendly people to join our Retention Support team. Think meaningful conversations, a supportive team, and the chance to genuinely change lives by helping families stay protected. We've featured in the Sunday Times Best Companies to Work For list, and our Trustpilot reviews speak for themselves! But don't just take our word for it, go ahead, check us out!

Provisional Start: ASAP
Based in: Milton Keynes
Working Pattern: Monday to Friday, 9am-6pm

What Youll Be Doing

• Reach out to families whose Life Insurance policies are at risk of lapsing, understand their situation, and help them stay protected.
• Work closely with insurers to identify the reason for the lapse and find the best solution for each customer.
• Manage your diary and workload confidently, taking ownership of your day while collaborating with your team toward shared goals.
• Use our dialler system to contact clients, keep accurate records, and ensure every conversation adds value.
• Communicate clearly, empathetically, and professionally. Build rapport and trust with customers and colleagues alike.
• Share ideas and feedback to improve processes, profitability, and the overall customer experience.
• Stay up to date with insurer processes, attend training and webinars, and complete 15 hours of CPD annually.
• Run and interpret performance reports. Every policy you save is a family protected.

We're Looking For

• Excellent communication skills. Youre able to turn difficult conversations into positive outcomes.
• Experience in an office-based customer service environment is essential
• Resilience and empathy. This is a fast-paced, people-first role where every call matters.
• The ability to work both independently and collaboratively within a supportive team.
• Experience handling reinstatements, missed premiums, or lapse warnings with life insurance providers is a bonus!

Benefits

• £26,500 basic salary
• Quarterly performance-based bonus
• Industry-leading training & ongoing development
• Life, Critical Illness & Income Protection cover
• Buy/Sell up to 5 days of holiday
• Your birthday off
• Recognition and rewards for delivering great outcomes
• And much more!

Application Process

• Click apply and upload your CV (yes, we genuinely read them!).
• If youre a match, Sophie will be in touch for a short telephone interview.
• From there, youll be invited to an in-person interview at our Milton Keynes office.
• You may then have a final Teams conversation before (fingers crossed) we offer you the role!
• We keep you updated at every stage. No ghosting here!

Ready to protect families and build a meaningful, rewarding career? Apply now and become part of a team thats changing lives every day.

Job Details

• Location: Milton Keynes
• Seniority Level: Entry level
• Employment Type: Full-time
• Job Function: Customer Service
• Industries: Administrative and Support Services