Service Executive

Team - Complaints

Working Pattern - Hybrid 2days per week in the Vitality Bournemouth time 35 hours per week.

Top 3 skills needed for this role:

• Proven complaint resolution expertise
• Strong stakeholder management capability
• Demonstrated customer service excellence

As a Service Executive this role is responsible for delivering exceptional customer outcomes by taking ownership of complex and escalated complaints from initial investigation through to resolution. Working across multiple areas of the business the successful candidate will manage stakeholder relationships conduct detailed investigations and ensure fair timely resolutions that put members at the heart of every decision. This is an excellent opportunity for a customer-focused professional with outstanding communication skills strong attention to detail and a passion for problem-solving to join a team committed to service excellence continuous improvement and doing the right thing for customers.

Key Actions

• Taking and maintaining ownership of complaints at the highest complexity that are escalated or referred to you resolving them at the earliest opportunity ensuring all actions relating to the resolution are carried out
• Liaising with senior stakeholders to ensure they are kept fully up-to-date and that expectations are set and managed. Able to relay concise but comprehensive reporting on escalated complaints
• Identifying trends in escalated complaints in order to provide comprehensive coaching to the Relationship Manager population across the business
• Reviewing existing complaints to identify opportunities for improvements in our products and processes instigating change within the business and potentially liaising with Governing bodies
• Providing support and assistance to Relationship Managers in order to resolve more complex complaints at frontline.
• Providing the highest standard of customer service working to guidelines and providing relevant rights as necessary
• Providing compensation when necessary and in line with guidelines. Logging any ex-gratia/manual payment requests and authorising other colleagues requests
• Using strong written skills to effectively communicate the handling of complaints to complainants. Ensure that all letters are generated in accordance with regulations providing relevant referral details where appropriate
• Being a champion for change and supporting management decisions contributing towards the achievement of own and team objectives by maintaining a great team spirit

What do you need to thrive

• At least 2 years customer service experience in a fast-paced working environment
• A passion for customer service
• PC literacy with strong knowledge and application of Microsoft Office programs including Word
• Excellent written and oral communication skills
• An eager positive and proactive approach
• Problem-solving skills and thrives working under pressure
• Strong organisational skills and keen attention to detail