Team Vitality Club Support – Fixed Term at Discovery Limited

Key Purpose

• To assist with Team Vitality queries and escalations. To ensure quality service delivery to all stakeholders while adhering to Discovery’s SLA. Assist with Vitality inbound calls from Vitality call centre, as well as escalated queries. Monitoring of various pools and ensuring queries are resolved.

Key Outputs
 
The successful candidate for this position will be responsible but not limited to the following:

• Assisting Team Vitality members with their queries
• Resolving escalated calls, emails and inquiries
• Building, enhancing and maintaining relationships with members who have experienced dissatisfaction
• Building, enhancing and maintaining relationships with Team Vitality Partner
• Liaising with other departments in order to get queries resolved
• Working on various projects
• Monitoring of various pools and ensuring queries are resolved within SLA.
• Assisting with Team Vitality hospitality events
• Must be able to work over weekends and public holidays

Personal Attributes and Skills
 

• Takes initiative and works under own direction
• Makes quick and clear decisions
• Shows respect for the views and contributions of team members
• Adapts to team and works well in a team environment
• Easily establishes good relationships with customers and staff
• Relates well to people at all levels
• Gains clear agreement and commitment from others by persuading convincing and negotiating
• Responds quickly to the needs of audience and to their reaction and feedback
• Structures information to meet the needs and understanding of the intended audience
• Develops job knowledge and expertise through continual professional development
• Probes for further information for greater understanding of a problem
• Demonstrates an understanding of how one issue may be a part of a much larger system
• Manages time effectively
• Sets high standards for quality and quantity
• Works in a systematic, methodical and orderly way
• Works productively in a pressurized environment
• Follows procedures and policies
• Plans activities well in advance and takes account of possible changing circumstances
• Keeps up to date with competitor information and market trends
• Accepts and tackles demanding goals with enthusiasm and works well under pressure
• Takes responsibility for own actions and projects

Qualifications & Experience

ESSENTIAL

• 6 months to a 1 year Vitality Service Experience
• Paradigm and MS Outlook
• Excellent verbal and written communication skills
• Excellent administration skills

ADVANTAGEOUS

• Be proficient in English (spoken and written)
• Worked at outdoor hospitality events
• Running or cycling club experience
• 6 months to a 1 year Vitality Correspondence Experience