Job Description
JOB PURPOSE
- The vitality expert will be responsible for visiting selected SME customers and
promoting the Vitality product and benefits of living a healthy lifestyle.
DIMENSIONS
- Reports to Retention Senior Team Manager
- Part of a larger team of responsible for the delivery of the improving lapse rates via product engagement
KEY OUTPUTS
- Designing and writing presentations to engage members
- Communicating to large groups
- Extensive knowledge of nutrition/health and fitness and related benefits
- Improvement in members points/vitality status post visit
- Ability to self manage and work on own initiative
- Understanding customer needs.
- Operate within the industry legislative guidelines and ensure business requirements adhered to
- Ensure that local and role specific Treating Customers Fairly requirements are met in line with your key outputs.
- Provide a professional and World Class standard of Customer Service by answering customer telephone and written queries using standard processes and procedures, and within agreed service and quality levels.
- 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 productivity and quality and contribute towards achieving the overall service standards
- Retain business by ensuring positive messages and commercial considerations are always considered during the customer journey.
- Face to face contact with customers, brokers and other parties in order to champion customer service and support acquisition of new business and customer retention.
- Take ownership for the proactive resolution of Customers queries and concerns to prevent escalation and ensure Customer retention.
- Ensure customer queries are logged, distributed and monitored effectively.
- Share knowledge and expertise with team members in a timely and efficient manner in order to support and develop them.
Qualifications
- Involvement in Exercise and Fitness Health Studies, Nutrition, Sports Coaching, Sport science Or a similar or equivalent course is desired.
- If successful, you must have permission to work in the UK by the start of your employment