Customer Service Advisor - Member Care at Vitality

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..!

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.

About Us

Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.

We’ve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives - they benefit, our business benefits, and society benefits. We’re successful because we attract, develop, and retain the best people - and because we care.

Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.