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! Top 3 skills needed for this role: An eager, positive and proactive approach Problem-solving skills and thrives working under pressure Strong organisational skills What this role is all about: Providing the highest level of customer service to our members. This role requires versatility, attention to detail and excellent oral and written communication skills to aid in the resolution of escalated complaints at the earliest opportunity. You will proactively take and maintain ownership of complaints until resolved. You will carry out thorough investigations, identify and address each issue raised, deliver outcomes over the phone and provide complainants with accurate written summaries of complaints. Key Actions Run reports from multiple systems to create accurate and meaningful statistical information in respect of risk exposure and distribute these to management, to enable them to manage risks accordingly within their business area Providing the highest standard of customer service adhering to Treating Customers Fairly principles and working to FCA guidelines. Liaising with other Customer Service Managers/Service Executives to ensure that all complaints received by the business are handled effectively and comprehensively within a timely manner prioritising own workloads. Maintenance of shared mailboxes. Identifying and differentiating between reportable and non-reportable complaints. Logging and maintenance of complaints and generating reports within our in-house complaints management system Respond. Taking and maintaining ownership of complaints escalated or referred to you, resolving them at the earliest opportunity, ensuring all actions relating to the resolution are carried out. Using excellent communication skills to identify all elements relating to each complaint. Carrying out thorough investigation, recording accurate notes, and ensuring all issues are addressed and outcome delivered to the complainant. Providing compensation when necessary and in line with Redress guidelines. Logging any ex-gratia/manual payment requests and authorising other colleague’s requests. Using strong written skills to effectively communicate the handling of complaints to complainants. Ensure that all letters are generated in accordance with TCF and FCA regulations, providing FOS referral details where appropriate Identifying and highlighting opportunities to reduce complaint volumes Being a champion for change and supporting management decisions, contributing towards the achievement of own and team objectives by maintaining a great team spirit, providing support and coaching to colleagues. What do you need to thrive? Essential 5 GCSE grades A-C including English and Maths At least 2 years customer service experience in a fast-paced working 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 working under pressure Strong organisational skills Keen attention to details Desirable Complaint handling accreditation Knowledge of FCA guidelines Previous professional experience of working 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 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. 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. Unable to show this video due to your cookie preferences 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 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.