Member Care Life Associate

Vitality; Stockport; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Bonus schemes

Pension up to 12% – employer matches 6

Vitality health insurance

Life Assurance

Job summary

Vitality in Stockport is recruiting for a hybrid, full-time role in the Member Life Care Claims team. You will support customers through the life insurance claims process, ensuring information is collected, cases reviewed promptly, and outcomes delivered with empathy.

You will communicate progress and work with internal teams to secure accurate documentation and timely decisions. The successful candidate will be proactive, resilient, and attentive to detail, capable of handling sensitive

Qualifications

• Experience delivering world-class service during the claims process.
• Strong administration and case-management capabilities.
• Excellent written and verbal communication with diligent data capture.

Responsibilities

• Set up payment of benefits or medical report payments.
• Notify Re-insurers regarding claim details.
• Administer unemployment claims for waiver of premium.
• Prepare and file relevant documentation for claims.
• Coordinate with internal teams to obtain guidance and achieve accurate outputs.
• Capture and report on claims statistics.
• Handle emotionally challenging conversations with empathy and patience.
• Use multiple systems with strong written communication to support customers.
• Personalise conversations and support vulnerable customers through preferred channels.
• Adapt quickly to improve customer experience at Vitality.

Skills

Customer service excellence

Claims administration

Attention to detail

Job description

About The Role

Team – Member Life Care Claims

Working Pattern - Hybrid – 2 days per week in the Vitality Stockport Office. Full time, 40 hours per week.

We are happy to discuss flexible working!

Top 3 skills needed for this role:

• Customer service excellence
• Claims administration and case management
• Attention to detail and great listening skills

What this role is all about:

We are looking for positive and self-motivated people to deliver a world class service to our customers.You’ll be supporting our customers throughout the claims process of their life insurance. You will be the support by making sure all information is collected so that the life insurance claim is reviewed and assessed in a timely turn around. Assisting in obtaining medical information, gaining support of internal teams to make sure the correct outcomes are delivered. Also keeping the customer up to date during this journey.

The ideal person will be proactive and have attention to detail making sure all information is recorded accurately.You will need to showempathyand be resilient when supporting our customers through their life insurance claims. You will takeownershipof queries and beproactivewhen looking for solutions. You will bring the best version of yourself to work every day and you’ll have the drive to work hard even on the toughest days.

The customer will be claiming on their insurance and looking for the best possible service and support, provided by you.

Key Actions

• You will set up payment of benefit or medical report payments.
• Notify to Re-assurers regarding details of the claims.
• Administration of unemployment claims for waiver of premium.
• Administration and preparation of relevant documentation for claims.
• Working closely where required with internal departments to gain advice and input for correct outputs
• Capture and report on claims statistics
• At times there will be emotionally challenging conversations which requireempathy, 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 customer
• Ability to personalise conversations, build rapport and support vulnerable customers through their preferred communication method
• We move quickly to improve our customer’s experience with Vitality, so embracing change and learning new skills is fundamental
• There will be performance based KPIs to achieve which determine bonus earnings

What you need to Thrive

• Exceptional customer service skills
• Confident computer skills to be able to use multiple systems

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! 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 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 delighted to be 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.
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.

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.

Vitality’s 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. #LI-Hybrid