Vitality
Customer Service Adviser- Member Care
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Team: Customer Service Division, Member Care
Working Pattern
- Contract Type: 40-hour week contracts
- Days: Monday to Friday, 8am - 7pm (shift patterns), 1 in 4 Saturdays, 9am - 1pm
- Work Model: Hybrid (post probation: 2 days in the office, 3 days at home)
- Flexibility: Available variance of hours
Salary / Bonus
- Starting Salary: £30,137
- Bonus: Performance-based, up to an additional £300 per month
Holiday Allowance
- Holiday Days: 25 days plus bank holidays, with the option to buy or sell up to 5 days each holiday year
Role Overview
What will you do as a Customer Service Adviser in Member Care?
- We celebrate our people and encourage everyone to be themselves.
- We are looking for positive and self-motivated people to deliver a world-class service to our members.
- You’ll be taking inbound calls from customers going through an emotional time in their lives.
Responsibilities:
- Live and breathe our Customer Charter.
- Show empathy and be resilient when supporting members through their health concerns.
- Take ownership of queries and be proactive when looking for solutions.
- Bring the best version of yourself to work every day and have the drive to work hard even on the toughest days.
Training and Development:
- Through our 12-week induction programme, you will learn our product, the Vitality values, and how to service our members through our Customer Charter.
- The member will be claiming on their insurance and looking for the best possible advice, provided from you.
- We hold their hand from when they first call us to talk about their illness all the way through to a diagnosis and treatment plan.
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Key Tasks:
- Predominantly support members via the telephone with their health concerns, treatment requests, and billing queries.
- Handle emotionally challenging conversations which require empathy, patience, and understanding.
- Utilize good computer literacy skills and strong written communication skills as you will be using multiple systems and channels to support our members.
- Ability to personalize conversations, build rapport, and support vulnerable members through their preferred communication method.
- Take ownership of resolving escalations and complaints when member’s expectations haven’t been met.
- Embrace change and learn new skills to improve our member’s experience with Vitality.
- Meet performance-based KPIs to determine bonus earnings.
Requirements
What do you need to thrive?
- A passion for customer service.
- A natural carer with the ability to actively listen and question around customers’ needs, finding solutions for our customers in a timely manner.
- Good computer literacy skills and be able to confidently navigate your way around a laptop or desktop with multiple systems.
- Self-motivation and the drive to work hard even on challenging days.
- The ability to embrace change positively.
- Ownership of tasks including resolution of any issues that might arise.
- Experience of working in a Customer Services role is desirable but if you have the natural traits, we can help you develop that experience through training and coaching.
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Benefits
What’s in it for you?
- Bonus Schemes: A bonus that regularly rewards you for your performance.
- Pension: Up to 12% - We will match your contributions up to 6% of your salary.
- Health Insurance: Our award-winning Vitality health insurance - With its own set of rewards and benefits.
- Life Assurance: Four times annual salary.
These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!
Our Promise to You
If you are successful in your application and join us at Vitality, this is our promise to you:
- Help you to be the healthiest you’ve ever been.
- Create an environment that embraces you as you are and enables you to be your best self.
- Give you flexibility on how, where, and when you work.
- Help you advance your career by playing you to your strengths.
- Give you a voice to help our business grow and make Vitality a great place to be.
- Give you the space to try, fail, and learn.
- Provide a healthy balance of challenge and support.
- Recognize and reward you with a competitive salary and amazing benefits.
- Be there for you when you need us.
- Provide opportunities for you to be a force for good in society.
We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.
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