Team- Customer Service Division, Member Care
Working Pattern - We offer 40-hour week contracts between Monday to Friday, 8am-7pm (shift patterns), with 1 in 4 Saturdays (9am-1pm). We promote a healthy work-life balance through our hybrid working model: post-probation, 2 days in the office and 3 days at home.
We are flexible with a variance of hours available; please inquire during our discussions.
Salary / Bonus - Starting salary of £27,210, with a performance-based bonus of up to an additional £300 per month.
Holiday Allowance - 25 days holiday plus bank holidays, with options to buy or sell up to 5 days annually.
Role as a Customer Service Advisor in Member Care
We value our people and encourage authenticity. We seek positive, self-motivated individuals to deliver exceptional service to our members. Your role involves handling inbound calls from customers experiencing emotional times, requiring empathy and resilience.
The ideal candidate will embody our Customer Charter, demonstrate empathy, take ownership of queries, and proactively seek solutions. Bring your best self to work daily and stay driven, even on challenging days.
During our 12-week induction, you'll learn about our products, values, and service standards in a supportive environment.
Your responsibilities include supporting members via phone regarding health concerns, treatment, and billing queries, often involving emotionally sensitive conversations. You will also need good computer literacy, strong communication skills, and the ability to personalize interactions and support vulnerable members.
* Resolve escalations and complaints effectively.
* Embrace change and continuously learn new skills.
* Achieve performance KPIs for bonus eligibility.
If you're passionate about delivering outstanding service, motivated, ready for a challenge, and willing to work hard, we want to hear from you.
Requirements to Succeed
* A passion for customer service
* A caring nature with active listening and problem-solving skills
* Good computer skills and ability to navigate multiple systems
* Self-motivation and resilience
* Positive attitude towards change
* Ownership of tasks and issues
* Customer service experience is desirable but not essential, as training will be provided
What We Offer
* Performance-based bonuses
* Up to 12% pension contributions, matched up to 6%
* Vitality health insurance with rewards
* Life Assurance - four times annual salary
These are just some benefits. For more, visit our careers page.
Our Commitment to You
* Support your health and well-being
* Create an inclusive environment
* Offer flexible working arrangements
* Help you grow and develop your career
* Empower your voice and ideas
* Encourage learning from failures
* Balance challenge with support
* Recognize and reward your contributions
* Be there when you need us
* Provide societal impact opportunities
We aim for you to feel belonging, supported, and healthy in your role.
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