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- Tasks: Provide empathetic support to customers through phone calls, resolving queries and concerns.
- Company: Join a supportive company that values authenticity and prioritises employee well-being.
- Benefits: Enjoy a starting salary of £27,210, performance bonuses, hybrid working, and 25 days holiday.
- Why this job: Make a real impact by helping members during emotional times in a fast-paced environment.
- Qualifications: Passion for customer service, good computer skills, and a caring attitude are essential.
- Other info: Comprehensive training provided, with opportunities for personal and professional growth.
The predicted salary is between 19400 - 19400 £ per year.
Team - Customer Service Division, Member Care
Working Pattern - We offer 40-hour week contracts from Monday to Friday, 8am-7pm (shift patterns), with 1 in 4 Saturdays (9am-1pm). We promote a healthy work-life balance through our hybrid working model, post-probation: 2 days in the office and 3 days at home. We are flexible with a variance of hours, so please ask during your application discussion.
Salary / Bonus - Starting salary of £27,210, with a performance-based bonus of up to an additional £300 per month.
Holiday Allowance - 25 days holiday plus bank holidays, with options to buy or sell up to 5 days annually.
Role Overview - Customer Service Advisor in Member Care
We value our people and encourage authenticity. We seek positive, self-motivated individuals to provide world-class service to our members. Your role involves handling inbound calls from customers experiencing emotional times, requiring empathy and resilience. You will take ownership of queries, proactively seek solutions, and embody the best version of yourself daily.
During our 12-week induction, you'll learn about our products, values, and service standards in a supportive environment. Your responsibilities include supporting members via phone with health concerns, treatment requests, and billing queries, often involving emotionally challenging conversations. Strong computer literacy and communication skills are essential, along with the ability to personalize interactions and support vulnerable members. You will also resolve escalations and adapt to our fast-paced environment, with performance KPIs influencing bonus earnings.
If you're passionate about delivering exceptional service, motivated, resilient, and eager to work hard, we'd love to hear from you.
What You Need to Thrive
- A passion for customer service
- A caring attitude with active listening and problem-solving skills
- Good computer literacy and ability to navigate multiple systems confidently
- Self-motivation and resilience on challenging days
- Positive attitude towards change
- Ownership of tasks and issues resolution
- Customer service experience is desirable but not essential; we can develop your skills through training and coaching.
Benefits
- Performance bonuses
- Up to 12% pension contribution, with 6% matched
- Vitality health insurance with rewards
- Life assurance of four times annual salary
For more benefits, visit our careers page. We promise to support your health, growth, and well-being, offering flexibility, career development, recognition, and a supportive environment.
Customer Service Adviser- Member Care employer: Vitality
Contact Detail:
Vitality Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Adviser- Member Care
✨Tip Number 1
Familiarise yourself with our company values and the services we offer. Understanding our mission will help you connect with potential interviewers and demonstrate your alignment with our goals.
✨Tip Number 2
Practice active listening skills before your interview. Since the role involves handling emotionally charged conversations, being able to show empathy and understanding will be crucial in your interactions.
✨Tip Number 3
Prepare examples from your past experiences that showcase your problem-solving abilities and resilience. Highlighting these traits will help illustrate your suitability for a role that requires ownership and adaptability.
✨Tip Number 4
Research common customer service scenarios and how to handle them effectively. Being well-prepared for situational questions can set you apart and show your proactive approach to the role.
We think you need these skills to ace Customer Service Adviser- Member Care
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service. Emphasise skills like empathy, problem-solving, and resilience, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Share specific examples of how you've handled challenging situations and demonstrate your caring attitude.
Highlight Relevant Skills: In your application, focus on your computer literacy and communication skills. Mention any experience with handling sensitive conversations or supporting vulnerable individuals.
Show Enthusiasm for the Role: Express your motivation to work in a fast-paced environment and your eagerness to contribute positively to the team. Let them know why you want to be part of their Member Care division.
How to prepare for a job interview at Vitality
✨Show Your Empathy
As a Customer Service Adviser, you'll be dealing with customers who may be going through tough times. Make sure to demonstrate your ability to empathise during the interview. Share examples of how you've handled sensitive situations in the past.
✨Highlight Your Problem-Solving Skills
The role requires you to take ownership of queries and proactively seek solutions. Prepare to discuss specific instances where you've successfully resolved customer issues or challenges, showcasing your problem-solving abilities.
✨Demonstrate Strong Communication Skills
Effective communication is key in this role. Practice articulating your thoughts clearly and confidently. You might even want to role-play common customer scenarios to show how you would handle them during the interview.
✨Be Ready for Performance Metrics Discussion
Since performance KPIs influence bonus earnings, be prepared to discuss how you can meet and exceed targets. Think about how you’ve achieved goals in previous roles and be ready to share those experiences.
