Job Introduction

We have an exciting opportunity for a telephony Sales & Retention Adviser to join our Direct Sales & Services division based in Leeds!

If you want to join a Dynamic Sales/Retention environment, or you are seeking a challenge to use your personality and enthusiasm as a telephony sales adviser, then look no further!

The Direct Sales and Service Division provide excellent contact centre services for our current and future members, which is trusted, valued and provides fair treatment and outcomes. The purpose of the role is to deliver excellent service through multiple communication channels for existing and prospective members.

We know flexibility is important to people and at MPS we want you to have the best work-life balance possible. That’s why this role sits under our Hybrid working model, meaning there will be a blend of home and office-based working to suit your individual needs and the needs of the business.

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.

Role Responsibility

• To support the delivery of the Direct Sales and Service strategy and priorities, alongside divisional performance including new business and retention of members
•  Perform against required key performance targets, quality standards, prospect conversion measures, interaction to save and other financial targets
• Ensure fair treatment and outcomes for members/prospects and compliance with associated policies and standards.
• Analyse member/prospect feedback, complaints, outcome and quality assurance and other operational performance metrics to inform plans to improve the service we provide for members/prospects
• Actively look at continuous improvement to drive operational efficiency and great member retention and on boarding experiences and outcomes
• Manage informal complaints escalated within the team in accordance with policy standards ensuring fair outcomes for members, and the membership fund
• Risk identification and management
• Adherence to appropriate business processes and controls in order to manage Direct Sales & Service within risk appetite; comply with policies and regulatory requirements (as applicable).
• Comply with applicable professional ethical guidance and all relevant internal policy and procedures
• Be adaptable to ad-hoc in-year requests across relevant key stakeholders and key business areas 
• Conversion of prospective members and Retention of members via tailored member benefits 

The Ideal Candidate

• Confident and has excellent communication skills
• Has a combination of experience in telephony sales and member retention
• Member centric and enjoys working as part of a team
• The ability to work in a fast-paced environment and be flexible to meet member demand
• Competent with the Microsoft office suite
• Performance driven to meet SLA and KPIs

Package Description

• Hybrid working (Leeds office)
• 11% pension contribution (3% from you, 8% from us – optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
• Annual bonus scheme - up to 10%
• Private Medical Insurance
• Health Care Cash Plan
• 25 days annual leave (plus flexible bank holidays) and the option to buy or sell up to 5 days
• 6x salary death in service
• Career progression opportunities
• 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 

About the Company

Medical Protection Society (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, in countries as diverse as the United Kingdom, South Africa and Hong Kong.

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. Membership provides access to expert advice and support together with the right to request indemnity for complaints or claims arising from professional practice.

We continue to invest in our team to ensure that we are delivering the best possible service for members. This was recognised in 2016 when we were awarded an Investors in People Silver award.

Medical Protection Society