Central Membership Specialist

at  Virgin Active

Virgin Active are committed to changing people’s lives for the better through wellness. Our team are dedicated to delivering a unique leisure and relaxation experience throughout all our clubs. All our team members pride themselves on incorporating Virgin Active values and ensuring the highest Brand Standards into their work, so our members can experience the finest facilities and service. We take value in recruiting the very best team members who work behind the scenes to support our clubs in delivering a world class member experience. We are looking for two Central Memberships Specialists to join our Membership team.

EXPERIENCE

• Sales Experience would be ideal.
• Previous experience of working within health club (desirable but not essential).
• Previous customer service experience within a customer centric environment.

• Act as first point of contact for membership enquiries for all Virgin Active clubs from new prospects and previous members and ensuring an efficient, professional and memorable customer journey.
• Always communicate effectively and professionally across calls, emails and digital platforms.
• Ensure all opportunities are maximised by building rapport through conversing with prospects and providing a personal experience.
• Ensuring calls coming through on the payment and internal lines are all answered and the queries dealt with appropriately.
• Making proactive calls to customers in debt to collect overdue membership fees owed to Virgin Active to support continuation of membership.
• Making proactive calls to customers with a cancelled Direct Debit to re-instate and support continuation of membership.
• Making proactive calls to annual members to renew their membership.
• Answering any questions staff and members may have regarding debt and accounts.
• Implementing transactions from customers with overdue debt where it is not possible to do so via another method.
• Supporting the business with retention campaigns including but not limited to the processing of campaigns and campaign management.
• Updating the membership system with all communications with customers.
• At all times, communicate professionally with customers to continue the experience with Virgin Active so that the customers is retained if at all possible.