Protect customer relationships. Reduce lapses. Strengthen long-term value. We’re looking for a Distribution Retentions Specialist to play a key role in protecting policy retention and supporting sustainable revenue across our intermediary channel. You’ll engage directly with customers at risk of cancellation, helping them make informed decisions — especially those in vulnerable circumstances — while ensuring fair, compliant and customer-focused outcomes. Your work will directly influence customer confidence, lapse reduction, and the overall quality of our distribution journey. What you’ll do Retention case management - Resolve at-risk customer cases with clear, accurate, outcome-focused guidance. End-to-end resolution - Own each case through to completion, reducing preventable lapses. Vulnerable customer support - Identify and manage vulnerable customers in line with regulatory expectations. Data-driven prioritisation - Use behavioural indicators and MI to target engagement effectively. Insight generation - Spot trends and early warning signs to inform proactive lapse-prevention strategies. Accurate record-keeping - Maintain complete, compliant records to support reporting and continuous improvement. Customer journey improvement - Identify root causes of cancellations and feed insights into product and process enhancements. Cross-functional collaboration - Work with Underwriting, Claims, Propositions and Customer Services to resolve complex queries. What you’ll bring Knowledge of protection products, intermediary distribution and customer journeys. Understanding of FCA requirements, including Consumer Duty and vulnerable customer frameworks. Experience in customer retention, complaints handling or contact centre environments. Ability to interpret customer data and MI to drive decisions. Proficiency with Microsoft Office (especially Excel) and customer management systems. Strong attention to detail and commitment to maintaining accurate, compliant records.