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Service Executive
Team - Complaints
Work Pattern
Hybrid – 2 days per week in the Vitality Bournemouth Office, 35 hours per week (full-time).
Flexible working open for discussion.
Top 3 Skills Needed
✅ Proven complaint resolution expertise ✅ Strong stakeholder management capability ✅ Demonstrated customer service excellence
About the Role
As a Service Executive, you will deliver outstanding customer outcomes by taking ownership of high-complexity and escalated complaints—from initial investigation to resolution. Working across multiple business areas, this role involves managing relationships, conducting detailed investigations, and ensuring fair, timely resolutions that prioritise members’ best interests.
Ideal for: Customer-focused professionals with exceptional communication skills, a meticulous approach, and a passion for resolving challenges.
Key Responsibilities
Bottom-line outcomes:
- Own escalated/complex complaints, resolving them promptly while ensuring all actions are completed.
- Work closely with senior stakeholders to align expectations and provide clear, concise updates.
- Identify trends in escalated cases to coach frontline teams (Relationship Managers) and recommend process/product improvements.
- Potentially liaise with external bodies or governing bodies on raised concerns.
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Support & Service:
- Assist Relationship Managers with complex complaint resolution.
- Ensure compliance with customer service guidelines.
- Lodge and authorise manual payments for exceptional circumstances (ex-gratia).
- Maintain fairness, transparency, and documentation per regulatory standards.
Communication & Informing:
- Write clear, detail-focused correspondence to complainants and stakeholders.
- Draft regulatory letters alongside referral recommendations where needed.
- Champion continuous improvement while upholding management decisions.
Team Growth:
- Foster a collaborative, positive team dynamic.
- Contribute to collective and individual objectives.
Required Skills & Experience
Essential: ✔ 2+ years in customer service (preferably in a fast-paced environment). ✔ Proficient in Microsoft Office (strong focus on Word). ✔ Excellent written and verbal communication skills. ✔ Problem-solving mindset with ability to thrive under pressure. ✔ Organisational expert with a high attention to detail. ✔ Passionate about customer service-focused problem resolution.
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Benefits & Perks
💰 Performance bonuses capping out at competitive levels. 💼 Match-funded pension – up to 12% employer contribution (6% salary match). 🏥 Vitality Health Insurance – enhanced rewards and well-being tools. 🙌 Life Assurance – amounts up to 4× salary. Discover full benefits here.
Vitality’s Promise to You – A Culture of Growth: “I belong here.” Simplified—informed by feedback from 15,000+ Vitality employees worldwide: ✔ Help you become the healthiest you’ve ever been. ✔ A culture of authenticity and inclusion. ✔ Flexible work options. ✔ Career progression tailored to your strengths. ✔ Voice & influence on company direction. ✔ Opportunity to pivot, learn and innovate—with space for trial and error. ✔ A supportive balance of career challenge and mentorship. ✔ Competitive pay + attractive benefits package. ✔ Accessible support network. ✔.platform* to effect-good—leveraging Vitality’s social impacts.
We champion you because we value both your mental and physical well-being.
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