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.

The Role

• 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

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

Our Perks

• 25 days (excluding bank holidays) annual leave, plus a Celebration Day – 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.
• Private Dental and Healthcare Insurance – your physical health is important, and we want you to have the access to healthcare should you require it.
• Life Assurance 4x your salary – which we hope you will not need.
• We want you to love Virgin Active like we do, so you get discounts across Virgin active – everything from guest passes to 50% off PT sessions.
• You will join Virgin Family - where not only can you  communicate with your colleagues across Virgin Group, but also many discounts (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2) 
• Maintaining a healthy diet while at work can be hard, so we offer all our team members 20% off food and drink at our KAUAI branches located in clubs.
• Managing finances can be difficult, 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.
• Always wanted to take that yoga course? Well VA offer discount on all their Academy courses, trained by the very best instructors.