Customer Service Adviser- Member Care in Stockport

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, with 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 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 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, 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 learn our product, the Vitality values, and how to service our members through our Customer Charter during our 12-week induction programme.
• You will support our members via telephone with their health concerns, treatment requests, and billing queries.
• There will be emotionally challenging conversations requiring empathy, patience, and understanding.
• You’ll need good computer literacy skills and strong written communication skills.
• You should be able to personalise conversations, build rapport, and support vulnerable members through their preferred communication method.
• You will take ownership of resolving escalations and complaints when member expectations haven’t been met.
• 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?

• 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.

If you are successful in your application and join us at Vitality, we promise to:

• 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 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.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.

About Us: We’re incredibly proud to be recognised for the culture we've created — recently being named one of Glassdoor’s Best Places to Work 2026, and in 2024 we were awarded Top 10 Places to Work in the Sunday Times Awards. Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place. Our core purpose is to make people healthier and enhance and protect their lives. We incentivise people to live healthier longer lives – they benefit, our business benefits, and society benefits.

Diversity & Inclusion: At Vitality, we’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. We welcome applications from individuals of all backgrounds, experiences, and perspectives.

If we receive a high volume of quality applications, we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.