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Customer Advisor - Retention at Vitality

Customer Advisor - Retention

Vitality Bournemouth, Dorset Full-Time
£18,700/ year
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Vitality, Customer Advisor - Retention, Bournemouth, 35hpw Monday - Friday 9am - 5pm, £18700 Benefits (OTE £27k)

We’re the UK insurer and investment provider that rewards people for positive lifestyle choices. With 1.25m UK members and more than 25m globally, we’re out to make the world a healthier, happier place.

That applies as much to our people as it does to our members. So, as well as a highly competitive pay package, you’ll enjoy: complimentary breakfasts; regular onsite physical and mental wellness workshops; on-site health checks; annual flu jabs, and access to our full range of partners and rewards.

It’s what we call offering shared value, because a healthy, happy team is good for us, good for our members, and good for you.

As our Customer Advisor - Retention, you’ll get the benefits our members enjoy, including:

- Our award-winning private Vitality Health insurance wellness incentive programme 

- Access to The Vitality Programme – Apple Watch, Waitrose and Partners, Garmin, Amazon Prime, Champneys Spa days, Rakuten TV, and half-price gym memberships to name a few!

- Personal health fund Life Assurance

- Stakeholder Pension Plan with employer contribution

- 25 days annual leave Bank holidays option to buy and sell 5 more.

- Flexible benefits package

- Internal incentives, competitions and awards – a chance to win football and sports tickets or even be in with a chance to have a holiday of a lifetime

- A genuine opportunity to grow and establish a long-term career

As our Customer Advisor - Retention, you will be required to:

- Manage workflow into the relevant Retention team whilst providing a professional and world-class standard of Customer Service

- Ensure the team are delivering within agreed service and quality levels 

- Work closely with the Team Manager, Sales team and Relationship Manager to embed learning

- Maintain complete and accurate records of all customer queries to ensure continuity of service for the customer and facilitate production of MI 

- To achieve set targets for retaining API, lapse % and quality for both their own and the wider team ensuring contribution towards achieving the overall service standards  

- Work with team managers and senior leadership team to deliver face to face contact with customers, brokers and other parties

- Assess assigned cases by obtaining and analysing relevant information in order to make the appropriate technical decision

- Ensure customer queries are logged, distributed and monitored effectively 

- Share knowledge and expertise with team members in a timely and efficient manner

- Act as an expert on retention and service processes and procedures

- Handle complaints and stressful situations whilst remaining calm and in control and ensuring a successful resolution 

- Understand and adapt to a changing technological environment

What we’re looking for in our Customer Advisor - Retention:


- Experience of working in a regulated financial services operational environment

- The ability to engage and influence people at all levels

- Strong analytical skills

- Excellent planning, organisational and communication skills


- An understanding of health insurance servicing or sales/retention and insurance broker distribution models

- Experience of managing multiple priorities to strict deadlines

Closing Date: Friday 22nd January

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.

Our people are chosen for their skills, knowledge, enthusiasm, and attitude but above all, their belief that anything can be achieved.

If you feel you have the skills and experience to become our Customer Advisor - Retention, then please click ‘apply’ today.


Recommended skills

Customer Service
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