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Central Membership Specialist

Virgin Active, City of Westminster

Central Membership Specialist

Salary not available. View on company website.

Virgin Active, City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted today, 18 Oct | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: 91bcd62d5bce4c3fa3bc5a7dfb425226

Full Job Description

  • Ensuring calls coming through on the payment and internal lines are all answered and the queries dealt with appropriately.
  • Liaising with customers and club teams with all customer financial queries are answered correctly and in a timely manner.
  • Making proactive and reactive calls to members who may be cancelling their membership to support the continuation of membership.
  • Making proactive calls to members who are on our CRM journey to support the continuation of membership by engaging with the customer.
  • Making proactive calls to customers in debt to collect overdue membership fees owed to Virgin Active to support continuation of membership.
  • Making proactive calls to customers with a cancelled Direct Debit to re-instate and support continuation of membership.
  • Making proactive calls to annual members to renew their membership.
  • Answering any questions staff and members may have regarding debt and accounts.
  • Implementing transactions from customers with overdue debt where it is not possible to do so via another method.
  • Supporting the business with retention campaigns including but not limited to the processing of campaigns and campaign management.
  • Updating the membership system with all communications with customers.
  • Ensuring that cancelled or failed direct debits are reinstated at the point of debt recovery, where appropriate.
  • At all times, communicate professionally with customers to continue the experience with Virgin Active so that the customers is retained if at all possible.
  • Be the point of contact for ARC within Virgin Active and complete any related administrative duties.

    A proven track record of payment recovery, 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 experience within a customer centric environment.

    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 Account Specialist to join our Membership team.

    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% OR Access to Scottish Widows Pension with us matching contributions up 5%
  • 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.