Virgin Active was born in 1999. With 45 health clubs in the UK (8,500 employees!) and almost 250 globally, were one of the fastest-growing businesses within the Virgin Group. Were renowned for our outstanding customer service and helping our member be their personal best. Everyones welcome at Virgin Active. Young or old. Fit or unfit. Its all good. We set...
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Your Purpose...
- Be the custodian of service and operational communications with all members; ensuring all members receive relevant communications in a timeous and professional way.
- Oversee the team responsible for service escalations, including specific critical escalation channels.
- Act as the point of contact between the HO Customer Experience team and the call centre
- Support the HO Customer Experience in delivering all service recovery initiative to ensure excellent service standards and the highest levels of member satisfaction.
- Work to proactively develop and implement, check, and communicate the correct customer service and operational messages to the correct member segmentations as per the business needs and requirements.
- Inform the Customer Engagement manager of all comms in advance to ensure these effectively communicate internally with training processes where required
- Supports all service recovery project initiatives to ensure systemic transparency and no negative impact to business process/requirements.
- Work to resolve any incoming escalated queries from UK, Exco, Customer Engagement manager.
- Provides members with solutions and ensures completion to member expectations.
Your Duties and Responsibilities...
MANAGE AND ENSURE EFFECTIVE PRO-ACTIVE OPERATIONS/SERVICE MEMBER COMMS STARTEGIES ARE CARRIED OUT
- Work with the CRM team and Head of Member Engagement and Retention to create and communicate the correct messages to members regarding member accounts. (Financial and Legal Comms) These Include but are not limited to Price Increases, Age Ups, End of Term, Club Refurbs, Good News Stories.
- Ensure that correct messages are sent to the correct segmented data base.
- Ensure that correct comms channels are used to communicate effectively and cost effectively. Includes digital and in club comms.
- Ensure that above comms is sent in required timeframes as per legal and the consumer protection act.
- Manage the Operational/Service Comms calendar for all Pro-Active comms going to members. The calendar must ensure comms are sent at convenient times for members, while also managing work flow volumes are optimal for the central call center.
- Share the operational / service calendar and any changes with the central call center to ensure staff availability for queries arising from these.
MANAGE AND ENSURE EFFECTIVE REACTIVE OPERATIONAL / SERVICE MEMBER COMMS STRATEGIES ARE CARRIED OUT
- Work with the CRM team and Customer engagement manager to create and communicate the correct messages to members.
- Work with other teams to ensure all correct actions are completed to ensure effortless members experience including: notes are posted, comms are sent out internally and possible correct Bulk action is completed, bulk refunds / bulk apology sms ‘s etc.
- Adapt the applicable comms calendar accordingly when these reactive communications are to be sent, with the possibility of rescheduling Pro-active comms to minimise risk for the business.
MANAGING AND OVERSEEING THE SOCIAL MEDIA TEAM
- Coordinate with Social Media Team: Ensure social media content aligns with member communication strategies. Work closely with the social media team to ensure all proactive, reactive, and emergency communications are consistent and timely across platforms.
- Manage Social Media Escalations: Oversee the resolution of social media escalations, ensuring that all member concerns raised through social channels are addressed swiftly and professionally. Monitor social media platforms for any emerging issues, complaints, or feedback that need immediate attention.
- Ensure Alignment with Member Comms Calendar: Coordinate with the social media team to ensure that social media posts and messaging align with the operational/service comms calendar. This helps to maintain a seamless communication experience for members, whether they engage with the brand on social media or via other channels.
- Monitor and Report on Trends: Keep track of social media trends, member sentiment, and engagement metrics. Use this data to report on the effectiveness of social media communication efforts and propose improvements based on feedback and engagement levels.
- Training and Support for Social Media Team: Provide ongoing training and support to the social media and escalations team to ensure they are well-equipped to handle member communications in line with company policies and strategies. This includes handling crises or emergencies on social media with a focus on brand consistency and professionalism.
DEAL WITH MEMBER QUERIES AND EMERGENCY COMMS
- Deal with escalated member queries from various channels within the business as well as from external sources .ie Consumer council.
- Manage emergency comms with current escalations team for sms and app notifications that need to be developed and sent during and outside of office hours.
- Assist the Head of Customer Experience with service recovery strategies and objectives.
- Manage relationship and all queries escalated form the Consumer Ombudsman
- Be responsible for all customer service escalations relating to the app and rewards. Provide regular reporting on trends, and investigating and raising root causes with Head of Customer Experience and assist to drive change initiatives.
WRITE AND MANAGE THE COMMUNCITION OF ALL MEMBER RELATED POLICIES
- Write and provide support / training for any all processes and policies in line with member experience strategies, working closely with with Head of Change and Internal Comms
- Ensure approved policies are published on the vault.
REPORTING
- Assist with all reporting requirements relating to the Customer Experience function. This includes but is not limited to all KPI , measurement and reporting initiatives as well as in club customer experience touchpoints such as surveys, member engagement touchpoints etc.
We can’t live without… (Minimum Requirements)
- 5–7 years of relevant experience in customer service, communications, or operations, ideally in the wellness, fitness, or hospitality industry.
- Experience in managing communications (both proactive and reactive) for large, diverse member/customer bases.
- Experience using case management, marketing automation platforms and / or other relevant digital tools.
- Demonstrated leadership experience, either managing teams or leading cross-functional projects, with a focus on delivering operational excellence and service improvements.
- Experience in managing a social media teamfocused on KPIs related to responses to comments received via various social media platforms (e.g., Facebook, Instagram, Twitter, etc.) and reporting on trends.
- Experience in crisis management or service recovery, dealing with escalated queries from both internal teams (e.g., Customer Engagement) and external bodies (e.g., Consumer Ombudsman).
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Your Purpose...
- To inspire people to live active lives through delivery of excellent member service, auditing, banking, checking and processing contracts, administering payroll processes, administering orders, petty cash, monitoring and controlling uniform stock, ensuring effective communication to all departments and managing and developing departmental staff.
- As the custodian of the Company’s Administrative Policies & Procedures, the Club Administrator is responsible for minimizing risk within this framework, whilst simultaneously providing the smooth flow of administration and excellent member service.
Your Duties and Responsibilities...
Delivering Excellent Member Service
- Resolve member queries and requests
- Respond & action member queries and requests within 24 hours.
- Ensure database is maintained by updating changes of member details as requested.
- Process refunds and follow up to ensure they are actioned timeously.
- Action any relevant changes on DIY in accordance with the Framework of Authority.
- Capture cancellation / change of information requests daily and follow up to ensure actioned.
- Log relevant member notes
- Capture manual access stats
- In the event of access downtime, ensure that all manual access stats are accurately captured onto the system within 36 hrs
Auditing
- Audit all pre-printed stationery to ensure payments were received
- Reconcile access card report to receipts to ensure payments were received
- Complete incident reports and highlight any discrepancies with the Club General Manager
- Perform daily, weekly & monthly audits to ensure compliance to audit requirements
- Respond and correct findings from audit reports
Banking
- Complete the banking process as per policy and procedures
- Log cash losses on Risk Management site
- Print and reconcile relevant banking reports and log calls where necessary to ensure that member’s accounts are corrected timeously
- Complete till float counts
Check and Process Contracts
- Check and process membership contracts
- Ensure that code changes, mini month end, month end requirements, commission schedules and breakdown reconciliations are performed
- Highlight any misrepresentation or contract discrepancies
Administer Payroll Processes in Club
- Capture employee documentation (take on’s, transfers, terminations)
- Check salary data received from HOD’s and ensure its submitted to NHO for payment
- Action salary deductions
- Check salary reports to ensure accuracy and correct remuneration of all staff
- Reconcile and update leave documentation
Administer Orders
- Place & receipt orders for pre-printed stationery, general stationery and uniforms
Petty Cash
- Manage & issue petty cash as per policy & procedures
- Perform weekly reconciliations and submit claims to NHO to ensure sufficient petty cash available at all times
- Log cash losses on Risk Management site
Monitor and Control Uniform Stock
- Reconcile uniform orders against deliveries
- Issue uniform and ensure deductions are actioned
- Maintain uniform reconciliation to accurately track all uniforms issued as well as keep record of remaining uniform allocations
Effective Communications
- Inform all departments of new admin policies and procedures
- Provide training on admin policies and procedures to all staff as required
- Ensure that tasks are carried out timeously and in accordance with Admin & Payroll timetables
Managing and Developing Departmental Staff
- Manage discipline and performance of staff
- Training of department staff
- Develop growth plan for administration staff
- Arrange for training in line with growth & succession plan
- Maintain and update staff files of the Administration department
Our Minimum Requirements...
We can’t live without… (Minimum Requirements)
- Matric\ grade 12 qualification
- Relevant tertiary qualification
- Minimum of 2-4 years in an administration or similar role
- Advanced in finance and HRMS systems
- Intermediate skill in the Microsoft suite, i.e. excel, word and powerpoint
- Be member centric in all dealings
- Have exceptional organization and planning skills
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Your Purpose...
- The purpose of this role is to Inspire people to live active lives and to ensure that the individual and club sales goal is achieved monthly by promoting and marketing Virgin Active as the preferred choice in the fitness industry.
Your Duties and Responsibilities...
- Plan each day and month in advance, to generate new leads, book new appointments, and present to customers with the objective of making sales to successfully reach and exceed a pre-defined sales target.
- Record activity inputs using the tools and systems provided by Virgin Active, in line with timelines and procedures set.
- Abide by the Virgin Active sales processes and systems provided by Virgin Active.
- To maintain up to date, comprehensive knowledge and understanding of VASA products, as well as in comparison to competitors.
- To expand the customer base and strengthen the loyalty of existing customers through service calls to increase sales referrals, and ongoing development of networks and relationships.
- To understand prospective members’ individual interests and requirements, building rapport and matching their interest and needs with our product.
- Close sales by overcoming objections with the support of the Sales Manager and/or Regional Sales Coach.
- Report to the Sales Manager regarding reviews and analyse objectives and planned activities.
- To review and analyse sales data and statistics, to plan effectively for the future with the aim to increase sales and enhance our brand image.
- Participate in sales meetings by sharing best practice, ideas and making recommendations to generate new leads, increase sales, etc.
- Inform the local consumer of Virgin Active through activating unique marketing opportunities local to your club E.g. Attend, arrange, prepare, promotions, health days and corporate / community events as well as in-club events as a Virgin Active brand ambassador.
Our Minimum Requirements...
We can't live without...
- Matric qualification essential.
- Relevant tertiary qualification preferred (Sales and Marketing qualification).
- A minimum 2 years’ experience within the sales industry.
- Promotion and sales skills to sell the Virgin Active product and service effectively.
- Proven track record of sales performance.
- Plan daily activities to maximize results.
- The ability to build and maintain rapport with key customers and identify new opportunities.
- Telephone communication, and listening skills.
- Excellent communication interpersonal and leadership skills essential.
- Must be confident, polite and aware of the general matters taking place in the industry.
- Must be customer centric
- Must be able to analyse the market and use data to penetrate the market effectively.
- Must be financially astute and be able to understand sales budgets. Must have proven experience in calculating sales ratios.
- Understand and adhere to company systems and processes.
- Must have excellent client relationship building skills across all customer demographics.
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Your Purpose...
- To actively manage the budget and finances of Club-V Max
- To ensure accurate administration and reporting in the Club-V Max, using the Mntwana Box
- To achieve excellent monthly Assessment and Brand Standard scores, submitted on time each month – scores to be greater or equal to 85%.
- To achieve Health and Safety audit scores of 95% or more
- To maintain a quality product, deliver great classes and member service
Your Duties and Responsibilities...
- To ensure that children are kept entertained and active for the duration of their visit and are supervised at all times.
- To ensure the delivery of activities and camps are of a high standard and are well prepared.
- To ensure that participation stats are logged after each class and bookings are completed for holiday camps.
- To ensure that access stats are timeously loaded on LSR.
- To ensure that complaints are dealt with effectively and confident feedback is given within 24 hours.
- To be able to provide examples of planned activities and activity rosters.
- To effectively manage sales budgets and targets – equal to or greater than 100%.
- To ensure that sales administration is in place to avoid expiring contracts.
- To proactively sell Club-V Max to prospective members and get referrals.
- To ensure that all relevant member documentation is received and cards are issued with photographs taken.
- To manage human resources to ensure happy staff and great member service.
- To hire staff who fit in to the Club-V Max DNA.
- To hire staff who fit into the FTE and salary bandings.
- To have regular one on ones, weekly meetings and lead staff, enabling development and growth.
Our Minimum Requirements...
We can't live without...
- A recognized Fitness Qualification
- A Clear Criminal Check
- Up to date First Aid Training
- Up to date in-house Club-V Training
- Up to date Active Play Training
- Fitness related training skills
- Presentation skills
- Group programming skills
- Ability to conduct group classes for children
- Child education application skills
- Able to work on Excel, Word and PowerPoint
- Able to communicate on e-mail
- People management skills
- Delegation skills
- Motivational skills and ability to manage outcomes
- Interviewing skills
- Coaching and feedback skills
- Knowledge of administration
- Basic Human Resources knowledge
- Industrial Relations management skills
- Basic customer service principles
- Financial interpretation skills
- Affinity for children
- Ability to entertain children
- Able to conduct physical games and activities with confidence
- Able to learn and implement new juniors programmes
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Your Purpose...
- The Service Ambassador is responsible for providing exceptional in-club member experiences using the available tools and platforms across areas such as our service/reception area, exercise floor, studios, swimming facilities and extended lounge areas.
- This role is key in engaging our members across all offerings in club as well as online.
- This role supports the retention of our members through daily interaction and engagement.
Your Duties and Responsibilities...
Conducting Front of House Duties
- Control access into the facility
- Communicate and provide information to staff, members and prospective members
- Deliver on member needs and experiences from entry to exit
- Adhere to operational standards, and administration policies and procedures
Engaging with Members
- Deliver excellent customer service (experiences) throughout the club to achieve NPS and member sentiment score targets
- Drive digital engagement with members on our various platforms as our digital offering evolves
- Expose members to online or digital exercise offerings that are personalised / tailored to meet individual member needs
- Retain members
- Build member relations
- Resolve complaints for each member or incident
- Engage members to our fitness initiatives (events) to increase member retention
Delivering the Member Floor Experience
- Promote safe exercise
- Manage member adherence to club rules and standards
- Manage member adherence to safety protocol
- Maintain the cleanliness of the floor
Participating in Ongoing Training & Self-Development
Our Minimum Requirements...
We cannot live without...
- Grade 12 Senior Certificate or NQF Level 4 equivalent
- Successful completion of Reception Academy
- Good understanding and knowledge of digital platforms
- Sound knowledge of Virgin Active exercise experiences
- Comprehensive understanding of the customer journey and the desired customer experience
- Sound knowledge of club rules, operating standards and safety protocol
- Minimum of 12 months experience within a face to face customer facing role
- Proven ability to resolve member questions and queries
- Embody the business values
- People centric
- Passionate about exercise
go to method of application »
Your Purpose...
- The purpose of this role is to Inspire people to live active lives and to ensure that the individual and club sales goal is achieved monthly by promoting and marketing Virgin Active as the preferred choice in the fitness industry.
Your Duties and Responsibilities...
- Plan each day and month in advance, to generate new leads, book new appointments, and present to customers with the objective of making sales to successfully reach and exceed a pre-defined sales target.
- Record activity inputs using the tools and systems provided by Virgin Active, in line with timelines and procedures set.
- Abide by the Virgin Active sales processes and systems provided by Virgin Active.
- To maintain up to date, comprehensive knowledge and understanding of VASA products, as well as in comparison to competitors.
- To expand the customer base and strengthen the loyalty of existing customers through service calls to increase sales referrals, and ongoing development of networks and relationships.
- To understand prospective members’ individual interests and requirements, building rapport and matching their interest and needs with our product.
- Close sales by overcoming objections with the support of the Sales Manager and/or Regional Sales Coach.
- Report to the Sales Manager regarding reviews and analyse objectives and planned activities.
- To review and analyse sales data and statistics, to plan effectively for the future with the aim to increase sales and enhance our brand image.
- Participate in sales meetings by sharing best practice, ideas and making recommendations to generate new leads, increase sales, etc.
- Inform the local consumer of Virgin Active through activating unique marketing opportunities local to your club E.g. Attend, arrange, prepare, promotions, health days and corporate / community events as well as in-club events as a Virgin Active brand ambassador.
Our Minimum Requirements...
We can't live without...
- Matric qualification essential.
- Relevant tertiary qualification preferred (Sales and Marketing qualification).
- A minimum 2 years’ experience within the sales industry.
- Promotion and sales skills to sell the Virgin Active product and service effectively.
- Proven track record of sales performance.
- Plan daily activities to maximize results.
- The ability to build and maintain rapport with key customers and identify new opportunities.
- Telephone communication, and listening skills.
- Excellent communication interpersonal and leadership skills essential.
- Must be confident, polite and aware of the general matters taking place in the industry.
- Must be customer centric
- Must be able to analyse the market and use data to penetrate the market effectively.
- Must be financially astute and be able to understand sales budgets. Must have proven experience in calculating sales ratios.
- Understand and adhere to company systems and processes.
- Must have excellent client relationship building skills across all customer demographics.
Method of Application
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