Overview
Vitality Stockport, England, United Kingdom
Team - Member Serving
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.
Responsibilities
* Provide the highest level of customer service to our members. Take and maintain ownership of escalated complaints, conduct thorough investigations, address each issue raised, and deliver outcomes over the phone with accurate written summaries to complainants.
* Run reports from multiple systems to create accurate and meaningful statistical information in respect of risk exposure and distribute these to management to enable risk management within the business area.
* Provide the highest standard of customer service adhering to Treating Customers Fairly principles and FCA guidelines.
* Collaborate with other Customer Service Managers/Service Executives to ensure all complaints are handled effectively and promptly; maintain shared mailboxes.
* Differentiate between reportable and non-reportable complaints; log and maintain complaints and generate reports within the in-house Complaints Management System (Respond).
* Take ownership of escalated or referred complaints, resolve them at the earliest opportunity, and carry out all related actions.
* Carry out thorough investigations, record accurate notes, identify all elements of each complaint, and ensure outcomes are communicated to the complainant.
* Provide compensation when necessary in line with Redress guidelines; log ex-gratia/manual payment requests and authorise others’ requests.
* Communicate handling of complaints in writing to complainants; ensure letters comply with TCF and FCA regulations, providing FOS referral details where appropriate.
* Identify opportunities to reduce complaint volumes and support management decisions with a positive and collaborative approach.
* Support and coach colleagues, champion change, and contribute to team objectives while maintaining a strong team spirit.
What you need to thrive
Essential
* 5 GCSEs grades A-C including English and Maths
* At least 2 years of customer service experience in a fast-paced environment
* PC literacy
* Strong knowledge and application of Microsoft Office programs, including Word
* Excellent written and oral communication skills
* A passion for customer service
* An eager, positive and proactive approach
* Problem-solving skills and thrives under pressure
* Strong organisational skills
* Keen attention to details
Desirable
* Complaint handling accreditation
* Knowledge of FCA guidelines
* Previous professional experience as a complaints handler
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 contributions up to 6% of salary
* Vitality health insurance with rewards and benefits
* Life Assurance - Four times annual salary
These are just some of the many perks we offer. To view the extensive range of benefits, please visit our careers page.
Our promise
* Help you be the healthiest you’ve ever been
* Create an environment that embraces you as you are and enables you to be your best self
* Provide flexibility on how, where and when you work
* Help you advance your career by playing to your strengths
* Give you a voice to help our business grow and make Vitality a great place to be
* Provide space to try, fail and learn
* Provide a healthy balance of challenge and support
* Recognise and reward you with a competitive salary and benefits
* Be there for you when you need us
* Provide opportunities to be a force for good in society
We want you to feel you belong and are supported to be happy and healthy.
Senioriy level
* Entry level
Employment type
* Full-time
Job function
* Sales and Business Development
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