Customer Service Advisor - Member Care
Vacancy Salary £20,500 + Bonus + Benefits
Vacancy Location Stockport
Closing Date 06/08/2021 23:59
Shift Pattern Monday – Friday 8am – 7pm 1 in 4 Saturdays 9am – 1pm
Overall Job Purpose
To be an expert in world class customer service as a Healthcare Associate within the Member Care Teams. Must have a keen focus and desire to support members accessing care and navigating the Vitality Health product. This role will focus on service skills and member journeys. The aim is to provide a professional, efficient, courteous, empathatic and accurate journey for all of our customers. It will be primarily a service role across phones, email, chat and other member facing channels.
Maintain a high level of World Class Service in a fast paced environment. Taking ownership of resolving Customers queries and concerns at first point of contact to prevent escalations and ensure Customer retention
Tailor conversations both verbally and in writing to support members who may require additional support
Any concerns that can’t be resolved at first point of contact to be escalated using the correct process to the relevant teams
Collate and review medical information correctly and work with other team members to ensure the right outcome has been delivered and TCF applied
Flexibility to work a variety of hours in line with customer needs and work volumes, achieving set targets for productivity and quality and contributing towards achieving the overall CSD service standards
Responsibility for regularly updating own knowledge on FSA regulations, company products, processes and procedures in order to provide the best, accurate customer information at all times and fulfil our regulatory requirements.
Share knowledge with team members in a timely and efficient manner in order to support and develop them.
Undertake administrative tasks as necessary to maintain the smooth running of the department.
Relay customer feedback, process issues and areas for improvement making recommendations where appropriate
Maintain complete and accurate records to ensure continuity of service for the customer and to facilitate production of MI,
Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business. We’re the UK insurer and investment provider that rewards people for positive lifestyle choices – a key element of our Shared-value model. With 1.4m UK members and more than 25m globally, we’re out to make the world a healthier, happier place. This applies as much to our people as it does to our members.
Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved. Wherever possible, we will consider a variety of working options to suit your lifestyle, whether that be working from home, flexible working and part or full time employment. It’s what we call offering shared values, because a healthy happy team is good for us, good for our members and good for you.