Customer Service Adviser- Member Care

Vitality Bournemouth, England, United Kingdom

Team – Customer Service Division, Member Care

Working Pattern: We offer 40‑hour week contracts between Monday‑Friday 8am‑7pm (shift patterns) 1 in 4 Saturdays (9am‑1pm). A healthy work‑life balance is important to us, so post‑probation you will work hybrid: 2 days a week in the office and 3 days a week  are flexible with a variance of hours available – just ask when we talk to you.

Salary / Bonus: Starting salary of £27,210. Performance‑based bonus can earn you up to an additional £300 a month.

25 days holiday plus bank holidays, with the option to buy or sell up to 5 days each holiday year.

You’ll take inbound calls from customers going through an emotional time in their lives. The ideal candidate will live and breathe our Customer Charter, show empathy and be resilient when supporting members through their health concerns. You will take ownership of queries, be proactive when looking for solutions, bring the best version of yourself to work every day and have the drive to work hard even on the toughest days.

Through our 12‑week induction programme you will learn our products, the Vitality values and how to service members through our Customer Charter 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 through to a diagnosis and treatment plan.

• Predominantly supporting our members via telephone with their health concerns, treatment requests and billing queries
• Occasionally handling emotionally challenging conversations that require empathy, patience and understanding
• Need good computer literacy skills and strong written communication skills as you will use multiple systems and channels to support members
• Ability to personalise conversations, build rapport and support vulnerable members through their preferred communication method
• Take ownership of resolving escalations and complaints when member expectations haven’t been met
• Embrace change and learn new skills as we move quickly to improve our member’s experience with Vitality
• Achieve performance‑based KPIs that 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.

• A passion for customer service
• A natural carer ability to actively listen and question around our customers’ needs, finding solutions for customers in a timely manner
• Good computer literacy skills and confidence navigating multiple systems
• Self‑motivation and 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 can help you develop that experience through training and coaching

• Bonus schemes – a bonus that regularly rewards you for your performance
• Our award‑winning Vitality health insurance with rewards and benefits
• Life Assurance – four times annual salary
• Ample pension – up to 12%, with Vitality matching up to 6% of your salary

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!

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.

Entry level

Full‑time

Other

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