Team & Division
Customer Service Division, Member Care
Working Pattern
40 hour week contracts Monday to Friday 8am-7pm (shift patterns) 1 in 4 Saturdays 9am-1pm. Health work life balance: Hybrid model: after probation, 2 days in office, 3 days at home.
We are flexible with a variance of hours available, just ask when we talk to you.
Salary and Bonus
Starting salary of £28,978. Performance-based bonus up to an additional £300 a month.
Holiday Allowance
25 days holiday plus bank holidays; option to buy or sell up to 5 days each holiday year.
Role Overview
Customer Service Advisor in Member Care. We celebrate our people and encourage everyone to be themselves. We are looking for positive self-motivated people to deliver world class service to our members. You’ll be taking inbound calls from customers going through emotional times.
Responsibilities
- Predominantly support our members via telephone with their health concerns, treatment requests, and billing queries.
- Handle emotionally challenging conversations requiring empathy, patience, understanding.
- Use computer literacy skills and strong written communication skills across multi-systems and channels.
- Personalise conversations, build rapport, and support vulnerable members via their preferred communication method.
- Take ownership of resolving escalations and complaints when members’ expectations haven’t been met.
- Embrace change and learn new skills to improve member experience.
- Achieve performance based KPIs that determine bonus earnings.
Qualifications & Skills
- Passion for customer service.
- Natural carer with ability to actively listen and ask questions around customer needs, finding solutions in a timely manner.
- Good computer literacy skills; navigate multiple systems on a laptop or desktop.
- Self-motivation and drive to work hard even on challenging days.
- Ability to embrace change positively.
- Ownership of tasks, including resolution of any issues that might arise.
- Experience in a customer services role is desirable but not mandatory; training and coaching provided.
Benefits
- Bonus Schemes – bonus regularly rewards performance.
- Pension up to 12%; employer matches contributions up to 6% of salary.
- Vitality health insurance – award-winning with rewards and benefits.
- Life Assurance – four times annual salary.
- Flexibility on how, where and when you work.
- Opportunities to advance career, grow your strengths, be heard.
- Support environment that embraces you as you are, healthy balance of challenge and support.
- Recognition and reward with competitive salary and amazing benefits.
- Space to try, fail, learn and be a force for good in society.
EEO Statement
We are an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, sexual orientation, national origin, age, disability or veteran status.
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