Customer Service Adviser - Member Care

Vitality; Bournemouth; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading health insurance provider in Bournemouth seeks a Customer Service Advisor to support members through emotional health concerns. The role requires empathy and effective communication to resolve queries. Offering a starting salary of £27,210, performance-based bonuses, and a hybrid working model post-probation, the ideal candidate is passionate about customer service and dedicated to delivering exceptional support. Enjoy 25 days holiday, pension matching, and various rewards as part of a vibrant organization.

Benefits

Performance-based bonus

Up to 12% pension matching

Health insurance benefits

Life Assurance

Qualifications

• Experience in a Customer Services role is desirable but not mandatory.
• Ability to take ownership of tasks and resolve issues.
• Good written communication skills required.

Responsibilities

• Support members with health concerns via telephone.
• Handle emotionally challenging conversations with empathy.
• Resolve escalations and complaints promptly.

Skills

Customer service passion

Active listening

Computer literacy

Job description

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 27210. 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 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. 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 through 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 members expectations haven’t been met
• We move quickly to improve our members experience with Vitality so embracing change and learning new skills is fundamental
• 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 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 coaching

So whats 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.

About You

About Us

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.

Ready to find out if we’re the right fit for you We can’t wait.

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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.

Vitalitys approach to sustainability

Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page.

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.

If you have any questions please contact : emailprotected .

Required Experience :

Unclear Seniority

Key Skills

• Bidding
• Business Solutions
• ABAP
• Business Operations
• Business Sales
• Corporate Marketing

Employment Type: Full-Time

Experience: years

Vacancy: 1