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 a Customer Service Specialist to join our Customer Relations Team.

EXPERIENCE

• Previous customer service experience within a customer centric environment
• Excellent active listening skills to understand our members needs and effectively address their concerns.
• You should be able to demonstrate the ability to communicate brilliantly at all levels with members of the public and business colleagues alike, in writing and over the phone

• Responding to member queries across all channels, within a timely manner
• Taking a proactive response, and aim for a first contact resolution
• Taking ownership and accountability of a member’s query, and work with them through to resolution
• Adhering to all individual, team and business KPIs and SLAs
• Raising and processing of member change requests (i.e. freeze & cancellations)
• Handling any feedback, complaints, or escalations to a satisfactory manner
• Providing feedback and suggestions to improve our customer service process
• Sharing any member feedback to the relevant club team members where appropriate/relevant
• Supporting our club teams to help enable them to deliver exceptional customer service
• Adhering to Virgin Active Policies and SOPs
• Creating an environment where ‘One Team, One Goal’ is able to flourish
• Maintaining accurate member records
• Maintaining knowledge of our clubs, product offering, pricing etc. To have the ability to give members advice and recommendations