Head of Customer Relations (BSO380)

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 Relations to join our Experience team.

As a Head of Customer Relations, you will ensure excellent customer relationships and service via all channels and platforms, from telephone calls and emails to social media. You will work to resolve any instances of failed service deliveries to members, and provide them with resolution to their expectation. You will ensure that our customer service policies and processes are continually reviewed to ensure they are delivering against desired brand and customer experience and within necessary business risk thresholds.

Motivating and inspiring your team to deliver superior customer service is key, as well as managing their priorities and workloads to ensure that their time is being used efficiently and effectively. You will manage the day to day operations of the team, including rostering, payroll, as well as any HR related issues that may arise.

Reporting and insights are essential, and you will produce monthly reporting and commentary to key stakeholders with insights on Customer sentiment. You will set and oversee specific KPI’s relating to Customer Service to key stakeholders with the aim to increase CSAT and NPS, and play a leading role in optimising the Virgin Active CRM system to deliver a comprehensive view of the customer.

This is a great opportunity for an experience Head of Customer Relations to drive a hardworking team to success, and ensure our member relationships are positively maintained.

About You

So what qualities does Head of Customer Relations need to join Virgin Active?

• You have previous customer service experience in retail, hospitality or leisure, as well as experience in managing a busy contact centre
• You relish working in a high pressured, service focused and results driven environment
• You are a respected and liked manager, and approachable and friendly to your direct reports
• You have experience managing a large team, and are confident in your management abilities, including recruitment, payroll and management processes
• You are known for your positive, friendly and can-do attitude
• You are organised and proactive, everyone knows that you have a handle on everything
• You work well under pressure, understand the importance of meeting targets and are always up for a challenge – you are a problem solver!
• You pride yourself in your communication skills, and are confident in dealing with disputes over the phone
• You have the ability to remain calm in difficult situations and can think on your feet
• You are confident in using Microsoft Office and have a natural flair for writing personable and effective correspondence to our members
• You will act as a member of one team with one goal, will always be yourself, and work hard. Most importantly, you dream big
• You are always looking for ways to learn and improve, to inspire people while having fun and doing the right thing

Our Perks

• 25 days (excluding bank holidays) annual leave, plus a Celebration Day – and we want you take them
• Access to The Peoples Pension, with our contributions at 3% OR 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.