Team - Complaints
Working Pattern - Hybrid – 2 days per week in the Vitality Bournemouth Office. Full time, 35 hours per week.
We are happy to discuss flexible working!
Top 3 skills needed for this role:
- Proven complaint resolution expertise
- Strong stakeholder management capability
- Demonstrated customer service excellence
What this role is all about:
As a Service Executive, this role is responsible for delivering exceptional customer outcomes by taking ownership of complex and escalated complaints from initial investigation through to resolution. Working across multiple areas of the business, the successful candidate will manage stakeholder relationships, conduct detailed investigations, and ensure fair, timely resolutions that put members at the heart of every decision. This is an excellent opportunity for a customer-focused professional with outstanding communication skills, strong attention to detail, and a passion for problem-solving to join a team committed to service excellence, continuous improvement, and doing the right thing for customers.
Key Actions
- Taking and maintaining ownership of complaints at the highest complexity that are escalated or referred to you, resolving them at the earliest opportunity, ensuring all actions relating to the resolution are carried out
- Liaising with senior stakeholders to ensure they are kept fully up-to-date and that expectations are set and managed. Able to relay concise but comprehensive reporting on escalated complaints
- Identifying trends in escalated complaints in order to provide comprehensive coaching to the Relationship Manager population across the business
- Reviewing existing complaints to identify opportunities for improvements in our products and processes instigating change within the business, and potentially liaising with Governing bodies
- Providing support and assistance to Relationship Managers in order to resolve more complex complaints at frontline.
- Providing the highest standard of customer service working to guidelines, and providing relevant rights as necessary
- Providing compensation when necessary and in line with guidelines. Logging any ex-gratia/manual payment requests and authorising other colleague’s requests
- Using strong written skills to effectively communicate the handling of complaints to complainants. Ensure that all letters are generated in accordance with regulations, providing relevant referral details where appropriate
- Being a champion for change and supporting management decisions, contributing towards the achievement of own and team objectives by maintaining a great team spirit
What do you need to thrive?
- At least 2 years customer service experience in a fast-paced working environment
- A passion for customer service
- PC literacy, with strong knowledge and application of Microsoft Office programs, including Word
- Excellent written and oral communication skills
- An eager, positive and proactive approach
- Problem-solving skills and thrives working under pressure
- Strong organisational skills and keen attention to detail
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, we 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.