Connecting to LinkedIn...

Customer Experience Specialist

Job Title: Customer Experience Specialist
Contract Type: Permanent
Location: London
Start Date: January 2020
Reference: BHO551
Job Published: December 23, 2019 12:53

Job Description

Are you fit for Virgin Active…..?!

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!

Department caveat

Your job...

We’d love you to have……

Previous experience of working within health club (desirable but not essential).
Previous customer service experience within a contact centre environment (desirable but not essential).
A drive to consistently challenge and look for more efficient ways of operating.
Your commitment:
You will be based in our Barbican (Central London) Head Office Customer Service Centre. This is a full time role working 40 hours per week not including breaks. Variable shifts to include evenings and weekends.

What we can’t live without...

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 team.
Excellent telephone manner and great written communication skills at all levels. To show empathy and understanding during calls as and when appropriate.
Excellent communication skills, diplomacy is imperative. You should be able to demonstrate the ability to communicate brilliantly at all levels with members of the public and business colleagues alike, particularly over the phone.
A ‘can do’ attitude aimed at resolving queries and disputes with customers in a professional and efficient manner.
The ability to build rapport and be personable on the phone and in writing.
Strong written skills. You’ll need to be comfortable writing freely (we don’t like templates) and have excellent knowledge of grammar and spelling. You’ll also need an eye for detail and the ability to adapt your writing style accordingly.
Comfortable working within a robust framework of policies and administrative processes but also comfortable making alternative suggestions outside of the usual framework when it’s right to.
Great time management skills and with a self-starter attitude.
The ability to remain calm and think on your feet. These qualities are foremost as you’re presented with new situations on a daily basis, with potentially far-reaching ramifications.
Excellent administration and organisation skills and proficient in using a computer, including proficiency in Word, Excel and Outlook.
Demonstration of the Virgin Activist behaviours:
Demonstrates great passion & pride in what they do
An accomplished team player who looks after their buddies and contributes well as part of a wider team
A flexible attitude to working patterns with ability to work evenings, weekends and public holidays as required.
The ability to work well within a team and on your own when required.
To remain calm and in control in high pressured situations and not take complaints personally or get overly emotional when dealing with emotional issues.
Willingness to challenge the norm in our mission to become the World’s Most Loved Exercise Brand.
All Together Now……

At Virgin Active we take seriously our responsibility to carry out our business activities in a way which is sustainable, enabling us to meet our business objectives whilst helping people live ‘happily ever active’. We encourage every employee to do their bit by:

Taking responsibility for the efficient use of resources in their daily work activities, in order to reduce and/or eliminate unnecessary usage as much as possible without adversely affecting the business.
Supporting and implementing any VA approved initiatives regarding sustainability, energy management, charitable fundraising, positive people practices etc.
The Perks:
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