Customer Service Adviser- Member Care
Customer Service Adviser- Member Care
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Job Description
Working PatternWe offer 40 hour week contracts betweenMonday 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 avariance of hoursavailable so just ask when we talk to you.
Salary / BonusWe offer a starting salary of 27210. We also have a performancebased bonus where you can realistically earn up to an additional 300 a month!
Holiday Allowance25 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 Adviser in Member Care
We celebrate our people and encourage everyone to be themselves. We are looking for positive and selfmotivated people to deliver a world class service to our members.Youll be taking inbound calls from customers going through an emotional timein their lives.
The ideal candidate will live and breathe our Customer Charter.They will need to showempathyand be resilient when supporting our members through their health concerns. They will takeownershipof queries and beproactivewhen looking for solutions. They will bring the best version of themselves to work every day and theyll have the drive to work hard even on the toughest days.
Through our 12week induction programme you will be learning our product the Vitality values and how to service our members through ourCustomer 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 requireempathy patience and understanding
- Youll 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 takeownershipof resolving escalations and complaints when members expectations havent been met
- We move quickly to improve our members 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 youre passionate about delivering exceptional service youre switched on ready for a challenge and willing to work hard wed 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
- Selfmotivation 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
- 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 awardwinning Vitality health insurance With its own set of rewards and benefits
- Life Assurance Four times annual salary
PLUS Our awardwinning Vitality Health Insurance with all the benefits and activity based rewards
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!
- Help you to be the healthiest youve 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.
About You
About Us
Were really excited to announce that we have recently been awarded Top 10 Best Places To Work in The Sunday Times Awards 2024!
Vitality is a multiawardwinning UK insurance brand here to make the world a healthier happier place.
Weve been a purpose and valuesdriven business from day 1 long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered sharedvalue insurance. We incentivise people to live healthier longer lives they benefit our business benefits and society benefits. Were successful because we attract develop and retain the best people and because we care.
At Vitality were committed to diversity and inclusion because its good for our employees for our business and for society. We welcome applications from individuals of all backgrounds experiences and perspectives.
Vitalitys approach to sustainability
Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. #LIHybrid
If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested please submit your application as soon as possible.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
