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About The Role Team- Customer Service Division , Member Care Working Pattern- We offer 40 hour week contracts between, Monday to Friday 8am- 7pm (shift patterns) 1 in 4 Saturdays (9am- 1pm) . A healthy work life balance is important to us, which is why we have our hybrid working model, post probation, 2 days a week in the office and 3 days a week at home. We are flexible with a variance of hours available so just ask when we talk to you. Salary / Bonus- We offer a salary of £25,960. We also have a performance-based bonus where you can realistically earn up to an additional £300 a month! Holiday Allowance- 25 days holiday plus bank holidays, with the option to buy or sell up to 5 days each holiday year What will you do as a Customer Service Advisor in Member Care? We celebrate our people and encourage everyone to be themselves. We are looking for positive and self-motivated people to deliver a world class service to our members. You'll be taking inbound calls from customers going through an emotional time in their lives. The ideal candidate will live and breathe our Customer Charter. They will need to show empathy and be resilient when supporting our members through their health concerns. They will take ownership of queries and be proactive when looking for solutions. They will bring the best version of themselves to work every day and they'll have the drive to work hard even on the toughest days. Through our 12-week induction programme you will be learning our product, the Vitality values and how to service our members through our Customer Charter. You will do this all in a supportive environment to encourage you to thrive. The member will be claiming on their insurance and looking for the best possible advice, provided from you. We hold their hand from when they first call us to talk about their illness all the way though to a diagnosis and treatment plan. Predominantly supporting our members via the telephone with their health concerns, treatment requests and billing queries At times there will be emotionally challenging conversations which require empathy, patience and understanding You'll also need to have good computer literacy skills and strong written communication skills as you will be using multi systems and channels to support our members Ability to personalise conversations, build rapport and support vulnerable members through their preferred communication method Ability to take ownership of resolving escalations and complaints when member's expectations haven't been met We move quickly to improve our member's experience with Vitality, so embracing change and learning new skills is fundamental There will be performance based KPIs to achieve which determine bonus earnings If you think this, is you and you're passionate about delivering exceptional service, you're switched on, ready for a challenge and willing to work hard, we'd love to hear from you. What do you need to thrive? A passion for customer service A natural carer with the ability to actively listen and question around our customers' needs, finding solutions for our customers in a timely manner Good computer literacy skills and be able to confidently navigate your way around a laptop or desk top with multiple systems Self-motivation and the drive to work hard even on challenging days The ability to embrace change positively. Ownership of tasks including resolution of any issues that might arise Experience of working in a Customer Services role is desirable but if you have the natural traits, we need then we can help you develop that experience through training and coaching What will you get in return? A pension of up to 12%- we will match your contributions up to 6% of your salary Free healthy breakfast and lunch when attending the office Life assurance 4x salary Personal Health Fund to pay towards expenses such as optical, dental, health assessments, chronic prescriptions and activity tracking device PLUS Our award- winning Vitality Health Insurance with all the benefits and activity based rewards Discounted gym membership Free cinema tickets at Vue and Odeon Cinemas every month if you stay active 50% off trainers at Runnersneed (one pair per plan year) plus 15% off full priced items & Much more..! 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 Us 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.
About the role This is a Part Time position. We are looking for someone with a real can-do attitude who is passionate about delivering excellent customer service and willing to go the extra mile for our customers. Working as part of a team you will be working in a dynamic, fast paced environment where no two days are the same. We are 5/7 day operation, (check our website for specific opening times.) We only recruit individuals who are aged 17 and over Role Responsibility Customers are at the heart of everything we do, our customers need to be back in their own business as quickly as possible having found what they need, we keep the shelves full, provide speed of service through the tills and wish them a fond farewell or maybe our customers need a delivery and we are accurately picking what they need. You will need Ideally experience within the Wholesale or Retail environment A can do attitude A passion for customer service Be willing to go the extra mile Always be there, on time and properly presented. Whats in it for you At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits: A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year. After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases. 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year. Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply. Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses. 50% off health checks at Tesco Pharmacy. Exclusive access to discounted RAC breakdown cover rates An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme. After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount. Retirement savings plan (pension) - save up to 5% and Booker will match your contribution. Life Assurance - You are covered for death in service life cover of up to three times annual pay Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme for you and your family. A great holiday package About The Company Be part of something special. Join our team at Booker. Booker is the UK's leading food & drink wholesaler. We are privileged to serve independent retailers, caterers and small businesses, from locations across the country. Booker Group comprises of Booker Wholesale, Makro, Booker Direct, Classic Drinks, Ritter Courivaud and Chef Direct. Our customers include Premier, Family Shopper, Budgens and Londis retailers and we have one shared aim - improving choice, price and service for all our customers. Our business is incredibly diverse, so it takes a wide range of skills to deliver the exceptional service our customers require. Wherever you join us, you'll be part of an organisation that will help your career to keep moving forward. Booker Group is part of Tesco plc, however is operated separately from the core Tesco business and as such the benefits offered will be different from those offered at Tesco