Job Description

Business Unit:

Vitality RSA

Function:

Customer Experience

Date:

22 Oct 2025

About Discovery

Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Vitality RSA

Vitality is at the heart of Discovery's shared value model and aims to reward members for positive behaviour change. Vitality is a global thought leader in wellness and encourages members to live healthier lives. Vitality operates in a fast-paced and agile environment and has remained at the forefront of wellness thought leadership by delivering cutting edge innovation through bi-annual product launches. Within the team of 500+ creative minds, projects span across all areas, including marketing, finance, data, people, MIS and actuarial, operations, systems, strategic programs and wellness - providing opportunities for a holistic experience. Vitality partners with leading partners to provide members with a superior rewards experience, providing a dazzling service to our members. In all they do, Vitality people pride themselves in living the Discovery values and championing its core

purpose of making people healthier and enhancing and protecting their lives whilst being the everyday ambassadors.

Team Vitality Club Support

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