Customer Service Specialist

Are you fit for Virgin Active…..?!

Here at Virgin Active, we pride ourselves on our innovations and vision to be the World’s Most Loved Health Club…… And we need you to get on board to deliver this!

Department caveat

Your job:

To inspire people to live an active life.

To live and role-model our Values of always learning, always improving; Inspiring people; have fun; and do the

right thing; and to bring to life our People Promise of we are one team and want our people to always feel they

can be themselves. We work hard and we dream big.

Your commitment:
You will be based in our Support Office. This is a full time role working 40 hours per week, Monday to Friday, typical office hours including

• Responding to member queries across all channels, within a timely manner

• Take 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

• Adhere 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

• Provide 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

• Create an environment where ‘One Team, One Goal’ is able to flourish

• Maintain accurate member records

• Maintain knowledge of our clubs, product offering, pricing etc. To have the ability to give members advice and

recommendations

What we can’t live without:
Friendly & approachable, we’re looking for someone with experience & passion in…….. to take this exciting challenge on.
To be successful as a Customer Service Specialist, you will have/be:

• 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

• A ‘can do’ attitude, attention to detail and solutions focused mindset

• Excellent administration, time management and organisation skills.

• Proficient in using a computer software

• The ability to work well within a team and on your own high levels of productivity.

• Flexibility to work varied shifts including occasional weekends

The Perks:
In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. You’ll have a dedicated Manager and a supportive wider team to really set you up for success.
Also, to reward your hard work you’ll get:

• 30 days (including bank holidays) annual leave – and we want you take them
• Access to The Peoples Pension, with our contributions at 3%
• Complimentary Virgin Active membership for you and a buddy. You can also get free membership for your children too, ability to take advantage of our Club V
• We want you to love Virgin Active like we do, so you get discounts across Virgin active – everything from guest passes and PT sessions to discounts on health and beauty treatment and products
• Obviously so many discounts across the Virgin Group, from Virgin Media to Virgin Atlantic - who doesn’t love a discount!
• Financial fitness is just as important as physical, so we offer access to Salary Finance. They can support you with loans and savings plans, as well as help you become a personal finance expert.
• Mental health is a cornerstone of wellbeing. Our BUPA employer assistance programme is there when you need a helping hand with 4 free counselling sessions
• We know finding a new home to rent can be stressful. We partner with Dexters who offer complimentary corporate letting services – meaning no tenant charges
• Access to ePoints, offering loads of online discounts to retailers such as Amazon, ASOS and Adidas
• Always wanted to take that yoga course? Well VA offer discount on all their Academy courses, trained by the very best