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- Tasks: Support members through health concerns via phone, providing empathy and solutions.
- Company: Join Vitality, a top-rated UK insurance brand focused on health and happiness.
- Benefits: Enjoy a starting salary of £27,210, performance bonuses, hybrid work, and 25 days holiday.
- Why this job: Make a real impact by helping others during tough times in a supportive environment.
- Qualifications: Passion for customer service, good computer skills, and a willingness to learn.
- Other info: Flexible hours and a chance to develop your career in a rewarding role.
The predicted salary is between 22700 - 30000 £ per year.
About The Role Team- Customer Service Division, Member Care Working 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 £27,210. 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. They will need to show empathy and be resilient when supporting our members through their health concerns. They will take ownership of queries and be proactive when looking for solutions. They will bring the best version of themselves to work every day and they’ll have the drive to work hard even on the toughest days. 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. The member will be claiming on their insurance and looking for the best possible advice, provided from you. We hold their hand from when they first call us to talk about their illness all the way though to a diagnosis and treatment plan. 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 We move quickly to improve our member’s experience with Vitality, so embracing change and learning new skills is fundamental There will be performance based KPIs to achieve which determine bonus earningsIf 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 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 The ability to embrace change positively. 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 coachingSo, 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 salaryPLUS Our award-winning Vitality Health Insurance with all the benefits and activity based rewards 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! About The Company We\’re really excited to announce that we have recently been awarded \”Top 10 Best Places To Work\” in The Sunday Times Awards 2024! Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place. We’ve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives – they benefit, our business benefits, and society benefits. We’re successful because we attract, develop, and retain the best people – and because we care. Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out. If we are fortunate in receiving 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
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 Customer Charter and the Vitality values. Understanding these principles will help you align your responses during the interview, showcasing your commitment to delivering exceptional service.
✨Tip Number 2
Prepare for emotionally challenging scenarios by practising empathy-driven responses. Think of examples from your past experiences where you've successfully supported someone in a difficult situation, as this will demonstrate your ability to handle sensitive conversations.
✨Tip Number 3
Brush up on your computer literacy skills, especially if you're familiar with multiple systems. Being able to navigate technology efficiently will be crucial in this role, so consider doing a quick refresher on common software used in customer service.
✨Tip Number 4
Showcase your self-motivation and resilience during the interview. Share specific instances where you've taken ownership of a task or resolved an issue independently, as this will highlight your proactive approach and fit for our dynamic environment.
We think you need these skills to ace Customer Service Adviser- Member Care
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and skills required for the Customer Service Adviser position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Empathy and Communication Skills: In your cover letter and CV, provide examples of how you've demonstrated empathy and strong communication skills in previous roles. This is crucial for a position that involves supporting members through emotional times.
Highlight Relevant Experience: If you have prior experience in customer service, make sure to detail it in your CV. If not, focus on transferable skills such as problem-solving, active listening, and resilience that would be beneficial in this role.
Personalise Your Application: Address your application to the hiring manager if possible, and include specific reasons why you want to work for this company. Mention their values and how they resonate with you, showing that you've done your research.
How to prepare for a job interview at Vitality
✨Show Empathy
As a Customer Service Adviser, you'll be dealing with members going through tough times. Make sure to demonstrate your ability to empathise during the interview. Share examples of how you've supported others in challenging situations.
✨Know the Company Values
Familiarise yourself with Vitality's core values and Customer Charter. During the interview, reference these values and explain how they resonate with your own beliefs and work ethic. This shows that you're aligned with the company's mission.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific instances where you've taken ownership of a problem and found a solution. Highlight your proactive approach and resilience, especially in customer service scenarios, as this is crucial for the role.
✨Practice Active Listening
During the interview, practice active listening by engaging with the interviewer’s questions and responding thoughtfully. This skill is essential for understanding customer needs and will showcase your ability to connect with members effectively.
