Do you have strong interpersonal abilities with great communication skills at all levels? Do you have a passion for customer service and a desire to work for a premium fitness brand?
We’re looking for a Customer Experience Agent to join our fun & friendly team at our Barbican Support Office. You will be responsible for providing heartfelt service in dealing with inbound & outbound calls as well as emails from new, existing & previous members including general enquiries and simple complaints. You’ll also play an active part in the business achieving the monthly UK retention target.
Reporting to the Customer Experience Team Leader, the responsibilities of the Customer Experience Agent include:
Speaking with members in a variety of formats including phone & email; aiming at all times to give heartfelt service
Taking ownership of queries & complaints, ensuring resolution
Ensuring you find effective & helpful solutions to members looking to cancel, driving member retention
Process a wide range of member administration requests as required, including but not limited to, member freezes, change of detail, cancellations and any other member admin requests
Based in our Barbican Support Office, this is a full time role working 40 hours per week. Working hours are between 8:30am-8:30pm Monday-Friday, 9am-6pm/10am-7pm Saturdays & Sundays (5 days out of 7 on a rota basis); flexibility is required to suit the needs of the business and this may change slightly during peak times.
What we can’t live without:
With the ability to build rapport & be personable in all styles of communication, you will have a genuine interest in wanting to help our members.
To be successful as a Customer Experience Agent, you’ll also have/be:
Customer service experience (this doesn’t have to be in a contact centre environment)
Extremely strong interpersonal abilities & great communication skills at all levels, with the ability to show empathy & understanding
Comfortable working within a robust framework of policies & administrative processes, but also comfortable making alternative suggestions outside of this when it’s right to
Great time management skills & a self-start attitude
The ability to remain calm in high pressured situations and think on your feet
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) pro rata
Birthday bonus day off (in addition to your annual leave)
Health care & dental (optional)