Vitality
Customer Service Adviser- Member Care
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Customer Service Adviser- Member Care
Customer Service Advisor – Member Care
Customer Service Division, Member Care
Working Pattern
We offer 40-hour week contracts between:
- Monday to Friday 8am–7pm (shift patterns)
- 1 in 4 Saturdays (9am–1pm)
A hybrid working model (post probation):
- 2 days in the office
- 3 days remote
Flexible work hour variances available – ask during the interview!
Salary & Benefits
- Starting salary: £30,137
- Monthly performance-based bonus
- 25 days holiday + bank holidays, with the option to buy/sell up to 5 days per year
About the Role
Our Vision
We celebrate our people and encourage everyone to be themselves. We are leading a world-class customer service to our members, who may be going through an emotionally difficult time.
Core Responsibilities
You will:
- Serve as the primary advisor for members navigating health concerns, treatments, and billing queries.
- Uphold our Customer Charter with empathy and resilience, even throughout challenging cases.
- Provide personalised support via phone, responding to members from first contact through diagnosis and treatment plans.
- Be proactive in problem-solving and take ownership of resolving escalations and complaints.
- Embody Vitality’s core values daily and embrace continuous learning as we evolve rapidly.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
During your 12-week induction, you’ll:
- Learn our products, Vitality’s unique approach, and member support principles.
- Develop your skills in a supportive training environment.
Job Focus: ✅ Empathy & emotional resilience – Handling vulnerable members with compassion. ✅ Resolution-driven approach – Meeting member needs efficiently and effectively. ✅ Multi-skilling – Dovering phone, written communication, and digital systems. ✅ Change & innovation – Thriving in a fast-paced, evolving workplace.
Requirements & Traits
Who Makes a Great Fit?
We seek passionate, self-motivated candidates with:
- Customer service instincts – A natural carer who actively listens, empathises, and finds timely solutions.
- Tech-savvy confidence – Ease with multiple systems and navigating virtual environments.
- Adaptability – Embracing change positively while delivering resilient support.
- Task ownership – Pursuing resolutions without solution, even when issues arise.
- Desirable (but not required) – Prior customer service experience. If you lack experience, our team will train and coach you.
Why Join Us?
Exclusive Perks
Our commitment to your wellbeing and success includes:
💰 Bonuses – Regular performance-based rewards 🏦 Pension match – Up to 12%, with 6% employer contribution ⚕️ Award-winning Vitality health insurance + rewards and benefits 🛡️ Life assurance – Up to four times your annual salary
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Explore our full benefit package on our careers page: Fantastic Benefits. Exciting Rewards. Great Career Growth.
Our Promise to You
If successful, you’ll embark on this journey with Vitality’s unwavering support. We guarantee:
- Your health & happiness – Helping you reach your healthiest self.
- A flexible, inclusionary culture – Your freedom, set your terms.
- Personalised growth – Playing to your strengths, navigating challenges together.
- A voice – Shape Vitality’s future and serve as a force for good.
- Space to evolve – Fail, learn, and thrive. Our community will be there every step.
- Balanced challenges – Productive workloads with care and recognition.
- Competitive rewards – Your talent and efforts valued.
Join Us
You’ll be part of a vibrant team. Passionate about making an impact? Apply today if you:
- Excel in emotional intelligence.
- Own accountability for your outcomes.
- Find joy in helping others.
🔗 [Apply to be our next Customer Service Advisor] (assuming link format – adjust if provided).
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills