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Membership Support Specialist - London

Virgin Active
Greater London, England
Closing date
23 Jul 2021

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Financial & Support jobs, Head Office Support Staff
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Job Details

Are you fit for Virgin Active…..?!

Department caveat


  • 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
  • Always do your bit towards achieving 1.5 million workouts with VA UK by 2030
  • Ensure excellent customer relationships and service via all channels / platforms, e.g. telephony, email, social media, etc.
  • Play a fundamental role in shaping our Customer Journey, driving Customer Experience, Retention and Customer Satisfaction
  • Work to resolve failed service deliveries to members via all channels / platforms
  • Support all service recovery project initiatives, to ensure systemic transparency and no negative impact to business processes or requirements
  • Provide members with solutions and ensure resolution and completion to member expectations. Ensure member satisfaction at all time
  • Deliver superior customer service via all applicable touchpoints

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/varied shifts including…

  • Your role will include and not limited to:


    • Increasing tenure of the customer through data insights, experience and recommendations of membership types & products
    • Be the ‘go to’ product specialist with our customers and knowing the products inside and out with the ability to upsell
    • Establishing and maintaining meaningful relationships with our customers
    • Understanding the products, customer journey, essential customer ‘touch points’ and creating the ideal customer experience
    • Effective complaint handling skills and the ability to overcome and find solutions
    • Create, enforce and optimise customer support processes to ensure that our support helps the customer get full value for money
    • Inspire customers to make logical & strategic decisions and track long term business improvement outcomes
    • Taking customer feedback and your knowledge/experience of the product to the Management Team in order to shape the roadmap for future enhancement & lifetime cycle
    • Reducing customer friction and assisting in tailoring the experience to the customer
    • Ensure all training is completed and signed off in line with best practice of Virgin Active
    • Creating clear email communications for both customers and colleagues consistent with our brand tone of voice
    • We would love to shout about your results so ensure you’re tracking effectively and within standards

What we can’t live without:
Friendly & approachable, we’re looking for someone with experience & passion in…….. to take this exciting challenge on.

  • We’d love you to have …

    • A proven track record of sales, customer experience/service and client/customer success
    • Knowledge of the product and insights in to Customer Experience
    • Previous experience of working within health club (desirable but not essential)
    • Previous customer service/sales experience within a customer centric environment


    We can’t live without ...

    • Excellent communication skills, diplomacy is imperative. 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 continuous improvement mentality
    • A drive to consistently challenge and look for more efficient ways of operating
    • Strong written skills with outstanding knowledge of grammar and spelling as well as excellent telephone manners
    • Great time management skills and a self-starter attitude
    • Excellent administration and organisation skills and proficient in using a computer, including proficiency in Word, Excel and Outlook
    • A flexible attitude to working patterns with ability to work evenings, weekends and public holidays as required
    • The ability to work well within a team and on your own
    • To remain calm and in control in high pressured situations and be of example to others
    Willingness to challenge the norm in our mission to become the World’s Most Loved Exercise Brand

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:
• Complimentary VA health club membership for you & a buddy!
• Discount on loads of Virgin products & services.
• 33 days holiday (including bank holidays)
• Birthday bonus day off (in addition to your annual leave)
• Health & dental care

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