At a Glance
- Tasks: Support members through health concerns with empathy and proactive solutions.
- Company: Join Vitality, a company that values individuality and teamwork.
- Benefits: Starting salary of £30,137, performance bonuses, and extensive holiday allowance.
- Other info: Flexible hybrid working model and opportunities for career advancement.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Passion for customer service and good computer literacy; experience is a plus but not essential.
The predicted salary is between 28000 - 28500 £ per year.
hackajob is collaborating with Vitality to connect them with exceptional professionals for this role.
Team: Customer Service Division, Member Care
Working Pattern: We offer 40 hour week contracts between Monday to Friday 8am-7pm (shift patterns) and 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 £30,137. We also have a monthly performance-based bonus!
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, showing empathy and resilience when supporting our members through their health concerns.
- You will take ownership of queries and be proactive when looking for solutions.
- You will 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 product, the Vitality values, and how to service our members through our Customer Charter in a supportive environment.
- You will support members claiming on their insurance, providing the best possible advice from the first call to diagnosis and treatment plan.
- Predominantly supporting our members via telephone with their health concerns, treatment requests, and billing queries.
- At times, there will be emotionally challenging conversations requiring empathy, patience, and understanding.
- You’ll need good computer literacy skills and strong written communication skills as you will be using multiple 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 expectations haven’t been met.
- Embracing change and learning new skills is fundamental to improving our member’s experience with Vitality.
- 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 in a timely manner.
- Good computer literacy skills and the ability to confidently navigate 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 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.
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! If you are successful in your application and join us at Vitality, this is our promise to you:
- 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 to your strengths.
- Give you a voice to help our business grow.
Customer Service Adviser- Member Care in Christchurch employer: Vitality
As a Senior Actuarial Analyst within the Vitality Programme team, you will thrive in a dynamic and collaborative environment that champions innovation and professional growth. With flexible working options and a strong focus on employee well-being, including an award-winning health insurance plan and generous pension contributions, our company is dedicated to fostering a supportive culture where your contributions directly impact our market-leading propositions. Join us in London or Bournemouth, where your expertise in advanced analytics and pricing strategy will be valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Adviser- Member Care in Christchurch
✨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 Customer Service Adviser- Member Care in Christchurch
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.
