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
Head of Customer Services
to join our
Experience
department.
The
Head of Customer Services
is responsible for leading and developing our Customer Service team, with a strong focus on managing all inbound member queries across calls, emails, and live chat.
The Role
* Create and implement a customer service strategy that aligns with business goals and improves CSAT and NPS performance.
* Monitor and report on CSAT, NPS, and service performance metrics, driving continuous improvement.
* Lead, coach, and inspire the Customer Service team, developing their skills and creating clear career pathways.
* Drive the team to consistently meet and exceed SLAs and KPIs, reducing wait times and improving first-contact resolution.
* Analyse and interpret member data, identifying trends and sharing actionable insights with club teams and GMs.
* Partner with leadership to ensure customer service priorities are embedded into the wider organisational strategy.
Experience
* Experience leading a high-performing, multi-channel customer service or contact centre team.
* Proven success in coaching and developing people, building career pathways, and growing future leaders.
* Strong understanding of SLAs, KPIs, and service metrics, with demonstrable success in driving improvements.
* A confident grasp of modern customer service technology, including AI-driven tools.
Our Perks
* 25 days (excluding bank holidays) annual leave, plus a Celebration Day – and we want you take them
* 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