About The Role
Team – Member Care
Top 3 skills needed for this role:
An eager, positive and proactive approach
Problem-solving skills and thrives working under pressure
Strong organisational skillsWorking Pattern - Hybrid – 2 days per week in either the Vitality Stockport or Bournemouth Office. Full time, 40 hours per week.
What this role is all about:
Are you passionate about delivering exceptional service and resolving issues with a smile? We're looking for a versatile, detail-oriented individual with outstanding communication skills to join our team and elevate our customer service experience. In this role, you'll take charge of escalated complaints, ensuring each one is resolved swiftly and effectively. You'll dive deep into each issue, uncovering the root cause and addressing every concern. You'll deliver resolutions over the phone with empathy and precision, and provide accurate written summaries to keep our members informed. Maintaining a positive attitude and a well-organized approach is essential to handle the challenges and rewards of this role. Your proactive efforts will directly impact our members' satisfaction and trust, allowing you to develop your skills in a supportive environment that values your contributions and enjoy the satisfaction of turning complaints into compliments.
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 choices, contributing towards the achievement of own and team objectives by maintaining a great team spirit, providing support and coaching to colleaguesEssential Skills needed to fulfil this role:
Excellent command of written English & Numerical & oral communication skills
Demonstrable customer service experience in a fast-paced working environment
PC literacy
Strong knowledge and application of Microsoft Office programs, including Word
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 salaryThese 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.
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
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