Here at Virgin Active, we pride ourselves on our innovations and vision to be the World’s Most Loved Health Club…… And we need you to get on board to deliver this!
As part of the Customer Experience Team based at the Barbican Support Office, the Retention Specialist will provide outstanding customer service to our existing customers. As the Retention Specialist this role primarily focuses on payment recovery, direct debit reinstatement and winning back our existing customers looking to cancel. When you are not on the phones, you will be completing all central membership administration tasks and guiding our club teams with admin queries.
Ensuring calls coming through on the Admin line are all answered and the queries dealt with appropriately
Liaising with customers and club teams with all customer financial queries
You will be required to perform tasks including, but not limited to:
Voids and credits
Personal Training admin requests
Make proactive calls to customers in debt to collect overdue membership fees owed to Virgin Active
Answer any questions and process the debt payment on the call
You will be based in our Barbican (Central London) Head Office. This is a full time role working 40 hours per week, Monday to Friday, typical office hours/varied shifts.
What we can’t live without:
Friendly & approachable, we’re looking for someone with experience & passion in…….. to take this exciting challenge on.
To be successful as a Customer Account Specialist, you will have/be:
Extremely strong interpersonal abilities - it is vital that employees in this role have a genuine interest in wanting to help all our and current customers and
Excellent telephone manner and great written communication skills at all To show empathy and understanding during calls as and when appropriate.
The ability to build rapport and be personable on the phone and in
Strong written You will need to be comfortable writing freely (we do not like templates) and have excellent knowledge of grammar and spelling. You will also need an eye for detail and the ability to adapt your writing style accordingly.
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