Vitality
Customer Service Adviser- Member Care
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Team: Customer Service Division, Member Care
Working Pattern
We offer 40-hour week contracts between Monday to Friday 8am- 7pm (shift patterns) and 1 in 4 Saturdays (9am- 1pm). A healthy work-life balance is important to us, which is why we have our hybrid working model, post probation, 2 days a week in the office and 3 days a week at home.
We are flexible with a variance of hours available so just ask when we talk to you.
Salary / Bonus
We offer a starting salary of £30,137. We also have a monthly performance-based bonus!
Holiday Allowance
25 days holiday plus bank holidays, with the option to buy or sell up to 5 days each holiday year
What will you do as a Customer Service Advisor 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.
The ideal candidate will live and breathe our Customer Charter. They will need to show empathy and be resilient when supporting our members through their health concerns. They will take ownership of queries and be proactive when looking for solutions. They will bring the best version of themselves to work every day and they’ll have the drive to work hard even on the toughest days.
Through our 12-week induction programme you will be learning our product, the Vitality values and how to service our members through our Customer Charter. You will do this all in a supportive environment to encourage you to thrive.
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.
- Predominantly supporting our members via the telephone with their health concerns, treatment requests and billing queries
- At times there will be emotionally challenging conversations which require empathy, patience and understanding
- Good computer literacy skills and strong written communication skills as you will be using multi systems and channels to support our members
- Ability to personalise conversations, build rapport and support vulnerable members through their preferred communication method
- Ability to take ownership of resolving escalations and complaints when member’s expectations haven’t been met
- We move quickly to improve our member’s experience with Vitality, so embracing change and learning new skills is fundamental
- There will be performance-based KPIs to achieve which determine bonus earnings
If you think this is you and you’re passionate about delivering exceptional service, you’re switched on, ready for a challenge and willing to work hard, we’d love to hear from you.
What do you need to thrive?
- A passion for customer service
- A natural carer with the ability to actively listen and question around our 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 need then we can help you develop that experience through training and coaching
Get help with your application
Your very own career expert that helps elevate your application to the next level.
So, what’s in it for you?
- Bonus Schemes - A bonus that regularly rewards you for your performance
- A pension of up to 12% - We will match your contributions up to 6% of your salary
- 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, we will:
- 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.
- Recognise 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.
“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