Flexible Working
Training & Development Opportunities
Health & Wellbeing Incentives

Renewals Specialist

Vacancy Salary £21,000 + Bonus + Benefits
Vacancy Location Bournemouth
Division Distribution
Closing Date 21/01/2022 23:59

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

Overall Job Purpose

To provide a professional, efficient, courteous and accurate front line telephone/adviser and administration service to all customers undergoing renewal or looking to cancel mid-term.  The role will develop a high level of technical expertise and be an expert in customer service, sales and the re-selling of the Vitality product as well as managing workflow and ensuring service level metrics are delivered. 

Accountabilities

  • provide a professional and world Class standard of Customer Service by answering customer telephone and written queries, including new business applications, using standard processes and procedures 
  • Work closely with the Team Manager, Sales team and Relationship Manager when required, to embed learning and ensure customer advocacy and retention of the business remain the key business driver 
  • Take accountability for a bespoke customer journey, working with the relevant sales team where appropriate to ensure a seamless customer experience and consistency of targeting and messaging 
  • Ensure we build a strong relationship with our Advisers, Group Secretaries and members, retaining business by ensuring positive messages and commercial
  • Act as an expert on retention and service processes and procedures to ensure accurate representation on projects and ad-hoc assignments   
  • To maintain a positive and pro-active manner in carrying out all tasks, acting as a champion for change, so as to contribute to good team spirit and cohesion  
  • Maintain a high level of service in a pressurised work environment 

Skills Required

Essential

  • Previous experience in a customer facing role including a detailed understanding of call centre process methodologies and the ability to apply them in practice 
  • Experience of working in a regulated financial services operational environment 
  • Ability to engage and influence people at all levels 
  • Strong analytical skills 
  • Excellent planning and organisational skills 
  • Excellent communication skills 

Desirable

  • Understanding of health insurance servicing or sales / retention and insurance broker distribution models 
  • Experience of managing multiple priorities to strict deadlines 

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 hybrid home/office working, 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.

Please note that to ensure the safety of our offices and employees, we require all new hires to be vaccinated for Covid-19.

If your doctor has told you not to be vaccinated, please let us know during the application process so that an accommodation can be made. If you believe you may be exempt under other grounds (non-medical) please submit your reasons to us and we will review them.

You can find more information about our commitment to ensuring office safety to reduce the risk of Covid-19 transmission here.

If you have any questions, please contact: recruitment@vitality.co.uk.

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.

As well as a highly competitive pay package, you’ll enjoy: Free places to Vitality sponsored run events, online fitness classes and wellbeing workshops, competitions to win tickets to top-flight sporting events, health checks and access to our full range of partners and rewards.

Flexible Working

Vitality Health Insurance

Bonus Scheme

Health & Wellbeing Incentives

Training & Development Opportunities

Reward & Recognition Schemes

At Vitality, we are committed to diversity and inclusion because it’s good for our employees, for our business, and for society. This means we treat all job applicants fairly and welcome applications from all communities and affinity groups.

If you want to find out more about our values, our people and our commitments visit our careers site here below:

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