Membership Support Specialist

Virgin Active have long committed to inspiring both new and current members to live an active life. There is a whole lot more to Virgin Active, there is a number of employees who work behind the scenes to support our clubs in delivering world class exercise experiences. We are looking for a Membership Support Specialist to join our Membership Team.

As Membership Support Specialist, you will support support all service recovery project initiatives, to ensure systemic transparency
and no negative impact to business processes or requirements.

The role:

• 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 outcome
• 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

What qualities does a Membership Support Specialist need to join Virgin Active?

• 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
• You will act as a member of one team with one goal, will always be yourself, and work hard. Most importantly, you dream big
• You are always looking for ways to learn and improve, to inspire people while having fun and doing the right thing

Our Perks

• 25 days (excluding 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 a child 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!
• BUPA dental insurance, accessing dental experts whenever you need
• Vitality health insurance. Vitality offer a range of exclusive discounts too!
• Life Assurance at 4 times your annual salary, though this is one benefit we hope you won't need.
• 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