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- Verbal and written communications skills
- Confidence dealing with senior stakeholders
- Ability to pick things up quickly
- Undertake a range of quality assessments including call monitoring and scoring. Giving relevant feedback to Sales Team Managers (TM’s) and Departmental Heads on a regular basis
- Highlight and report any ongoing or ad hoc compliance and competence issues to TM’s including regulatory breaches and lost business opportunities, to ensure sales activity remains compliant
- Conduct regular call calibration sessions with each sales area to ensure that quality and compliance are scored accurately and consistently throughout
- Support in the creation and roll out of new processes
- Achieve monthly targets for call monitoring and quality assurance driven by set measurements contained in the Training and Competence Schemes for each business area
- Ensure prompt escalation of significant compliance issues to the appropriate manager
- Attend New Starter induction and training sessions to ensure they are fully equipped to be able to deliver compliant customer interactions at all times
- Contribute to the development of procedures by identifying areas of weakness and making suggestions for improvement
- Support regular reviews of the sales areas, key business processes and activities to ensure adherence to and effective implementation of policies, procedures and regulations
- Conduct spot checks on failed calls to ensure that feedback has been provided and any remedial action has been implemented in a timely manner, ensuring the Sales Agent can continuously improve
- Assist in the adherence of the Training and Competence schemes ensuring that all guidelines and processes are followed
- PC literate (Excel and Word to a high standard)
- Excellent verbal and written communication skills
- Experience in a role requiring high attention to detail
- Excellent planning and organisational skills.
- Excellent communication, coaching and feedback skills.
- Strong team player who works with team members to deliver on objectives.
- An ability to work across teams to achieve objectives, and confidence in dealing with people at all levels in the organisation
- Enthusiastic and motivated, with a strong work ethic along with ownership for all deliverables
- 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
- 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.
