Customer Service Advisor- Member Care

About The Role

Team- 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 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 salary of £25,960. We also have a performance-based bonus where you can realistically earn up to an additional £300 a month!

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.

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 though to a diagnosis and treatment plan. 

• 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
• You’ll also need to have 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 desk top 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

What will you get in return?

A pension of up to 12%- we will match your contributions up to 6% of your salary

Free healthy breakfast and lunch when attending the office

Life assurance 4x salary

Personal Health Fund to pay towards expenses such as optical, dental, health assessments, chronic prescriptions and activity tracking device

PLUS Our award- winning Vitality Health Insurance with all the benefits and activity based rewards

Discounted gym membership

Free cinema tickets at Vue and Odeon Cinemas every month if you stay active

50% off trainers at Runnersneed (one pair per plan year) plus 15% off full priced items

& Much more..!