Customer Service Advisor

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 starting salary of £23,900 with the ability to work towards £24,900 after one year. 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

What do you need to thrive?

Vitality provides all staff with an extensive training, meaning that we are open to speaking to candidates from all backgrounds and levels of experience. To be successful in the role of Customer Renewals Advisor you will likely have:

• Passion for great customer service
• Excellent communication skills
• A good level of computer literacy
• Previous experience in customer service or sales would be beneficial, but not essential

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 lunchwhen attending the office
• Life assurance- 4x salary
• Personal Health Fundto 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..!

About Us

Vitality is an award-winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business. We’re the UK insurer and investment provider that rewards people for positive lifestyle choices - a key element of our Shared-value model. With 1.4m UK members and more than 25m globally, we’re out to make the world a healthier, happier place. This applies as much to our people as it does to our members.

Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved. Wherever possible, we will consider a variety of working options to suit your lifestyle, whether that be hybrid home/office working, flexible working and part or full time employment. It’s what we call offering shared values, because a healthy happy team is good for us, good for our members and good for you