At a Glance
- Tasks: Resolve complex customer complaints and ensure exceptional service outcomes.
- Company: Join Vitality, a company dedicated to service excellence and continuous improvement.
- Benefits: Enjoy bonuses, health insurance, pension contributions, and flexible working options.
- Other info: Be part of a supportive team with great career growth opportunities.
- Why this job: Make a real difference in customer experiences while developing your problem-solving skills.
- Qualifications: 2+ years in customer service, strong communication, and problem-solving abilities.
The predicted salary is between 30000 - 40000 £ per year.
hackajob is collaborating with Vitality to connect them with exceptional professionals for this role.
Team - Complaints
Working Pattern - Hybrid – 2 days per week in the Vitality Bournemouth Office. Full time, 35 hours per week. We are happy to discuss flexible working!
Top 3 skills needed for this role:
- Proven complaint resolution expertise
- Strong stakeholder management capability
- Demonstrated customer service excellence
What this role is all about:
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 colleague's 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
So, what's in it for you?
- Bonus Schemes – A bonus that regularly rewards you for your performance
- A pension of up to 12%– We will match your contributions up to 6% of your salary
- Our award-winning Vitality health insurance – With its own set of rewards and benefits
- Life Assurance – Four times annual 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!
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.
StudySmarter Expert Advice🤫
We think this is how you could land Field Services Executive in Bournemouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vitality. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Vitality before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Field Services Executive in Bournemouth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Vitality:Your cover letter is your chance to shine! Tell us why you want to work at Vitality specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Vitality!
How to prepare for a job interview at Vitality
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
