About The Role
Team –
Retention
Working Pattern -
Hybrid – 2 days per week in the Vitality Bournemouth Office. Full time.
We are happy to discuss flexible working! << remove if this
isn't
an IT role
Top 3 skills needed for this role:
- Excellent communication, coaching and feedback skills
- Results driven and self motivated
- Ability to manage priorities to deadlines
What this role is all about:
You will be responsible for the overseeing and managing multiple frontline account management teams within the health private medical sector. You will be a strategic leader, with a focus on optimising client retention, improving customer satisfaction. You will have experience of change management and enjoy/thrive a fast paced environment. You will have knowledge of the Health care industry particularly within the Private Medical Sector.
Key Actions
- Lead by example with sensitivity always, maintain a positive and proactive manner in carrying out all tasks
- Build and maintain strong relationships with Vitality key accounts and key clients, addressing their needs and ensuring exceptional service delivery
- Act as an escalation point for complex client issues working to resolve them promptly and satisfactorily
- Improving processes and taking ownership of escalations and complaints to turn around negative sentiment
- Measuring and tracking performance across all relevant KPI's and support with timely MI and reporting
- Develop and implement Retention strategies to maintain and increase client satisfaction and loyalty
- Leadership of people through development and performance management, creating an environment that allows freedom and supports aspiration
- Analise client feedback, conduct Retention feedback and implement actions to reduce churn
- Continually review the reward model that maximises achievement of performance and drives the right behaviours
- Streamline account management process to enhance efficiency and effectiveness
- Monitor and report on operational metrics ensuring continuous improvement and adherence to best practice
Essential Skills needed to fulfil this role:
- Proven leadership capability
- Proven ability to deliver against targets
- Detailed understanding of business process methodologies and the ability to apply them in practice
- An understanding of how to take people on a change journey as a leader that enables the business to prosper
- Knowledge of the Health care industry, particularly private medical insurance.
- Familiarity with industry regulations and compliance standards.
- Excellent organisational skills, showing an ability to prioritise and manage own workload in a pressured environment and guide prioritisation for others in team
- Ability to engage and influence people at all levels
- Excellent planning and organisational skills
- Excellent communication, coaching and feedback skills
- PC literate and the ability to lead on business systems
Attributes
- Ability to self-manage in a fast paced environment
- Able to influence other business areas to deliver success for service
- Results driven and self motivated
- Excellent communication skills
- High level of ability to negotiate
- Ability to travel as needed
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 salary
These 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, 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 The Company
We're really excited to announce that we have recently been awarded
"Top 10 Best Places To Work"
in The Sunday Times Awards 2024!
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.
Ready to find out if we're the right fit for you? We can't wait.