Hackajob is collaborating with Vitality to connect them with exceptional professionals for this role. Team – Member Care Working Pattern - Hybrid – 2 days per week in the Vitality Stockport Office. Full time, 35 hours per week. Top 3 skills needed for this role: Organisational skills Communication skills Leadership skills What this role is all about: Responsible for the delivery and improvement of the Vitality customer/adviser experience through management and coaching of a team to provide excellent service which exceeds customer expectations. Key Actions Work with other managers and stakeholders to ensure the team receive coaching, development and technical support as needed Will directly manage a team of 10-18 Healthcare Associates/Specialist Healthcare Associates with varying level of experience Responsible for the standard of service provided by own team Responsible for reward, training and development of own team Responsible for standard of service provided by own team and involvement in achieving the overall department targets Job holder will work in close conjunction with other Team Managers Responsible for establishing and maintaining a performance management framework for the team Must motivate the team to maintain high morale, low absenteeism and turnover Managing and developing relationships with internal and external customers to ensure a co-ordinated approach for the end to end customer Responsible for the delivery of the service strategy through management of direct reports Coach and support team members through regular 1:1s and reviews to identify and address development needs and construct development plans which will build a high quality team Monitor team performance and output through use of volume and quality audit data in order to set or adjust targets and measure success against them, and raise the standard of the team Provide accurate management information reports on a regular basis and within deadlines to assist management and other departments in meeting their objectives Regular liaison with Relationship Managers to ensure escalations and complaint processes are adhered to in a timely and professional manner. Take full responsibility for regularly updating own knowledge and monitoring teams knowledge of FCA regulations, company products, processes and procedures in order to provide the best, accurate customer information at all times What do you need to thrive? Proven track record in a service environment and experience at a supervisory level Excellent communication, coaching and feedback skills Proven ability to deliver against targets Advanced relationship management skills Excellent negotiation, influencing and leadership skills Customer Service focused and able to manage relationships with stakeholders Ability to constantly reprioritise based on business needs Excellent planning and organisational skills Drive for improving processes and service Previous PMI experience including mental health claims experience Previous experience of coaching and providing feedback Ability to work under pressure 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, w e 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.