Company:
Vitality
Location: Stockport
Closing Date: 14/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
About The RoleTeam- Customer Service Division, Member CareWorking 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 £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 yearWhat 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 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. 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.
- 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
- There will be performance based KPIs to achieve which determine bonus earnings
- 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
- 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
- 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
- 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.
- 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.
- Provide a healthy balance of challenge and support.
- Recognise and reward you with a competitive salary and amazing benefits.
- Provide opportunities for you to be a force for good in society.
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