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- Tasks: Lead and inspire the Customer Service team to enhance member experiences.
- Company: Join Virgin Active, a leader in wellness and leisure.
- Benefits: Enjoy 25 days annual leave, complimentary gym membership, and health insurance.
- Why this job: Make a real impact on customer satisfaction and team development.
- Qualifications: Experience in leading customer service teams and driving performance improvements.
- Other info: Access discounts across Virgin Group and opportunities for personal growth.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Head of Customer Service role at Virgin Active
This range is provided by Virgin Active. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Virgin Active
Virgin Active is committed to changing people’s lives for the better through wellness. Our team is 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 and Qualifications
- 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.
Benefits
- 25 days (excluding bank holidays) annual leave, plus a Celebration Day – we want you to take them.
- Access to Scottish Widows Pension with us matching contributions up to 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.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Customer Service and Management
- Wellness and Fitness Services
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Head of Customer Service employer: Virgin Active
Contact Detail:
Virgin Active Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Virgin Active's values and mission. This way, you can show how your experience aligns with their commitment to wellness and customer service.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team to success or improved customer satisfaction. We want to hear about your coaching style and how you inspire others.
✨Tip Number 3
Be ready to discuss metrics! Brush up on your knowledge of CSAT, NPS, SLAs, and KPIs. Show us how you've used data to drive improvements in previous roles—numbers speak volumes!
✨Tip Number 4
Don’t forget to ask questions! Prepare thoughtful questions about the team dynamics and future goals for customer service at Virgin Active. It shows you're genuinely interested and ready to contribute.
We think you need these skills to ace Head of Customer Service
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Service role. Highlight your experience in leading customer service teams and any specific achievements that align with Virgin Active's values and goals.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use examples from your past roles to show how you've successfully managed customer service metrics like CSAT and NPS, and how you’ve driven improvements in service performance.
Be Authentic: Let your personality shine through in your application. We want to see who you are beyond your qualifications. Share your passion for wellness and how it aligns with Virgin Active’s mission to change lives for the better.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining the Virgin Active family!
How to prepare for a job interview at Virgin Active
✨Know Your Customer Service Metrics
Familiarise yourself with key performance indicators like CSAT and NPS. Be ready to discuss how you've used these metrics in previous roles to drive improvements and enhance customer satisfaction.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and developed a customer service team. Highlight specific instances where your coaching has resulted in improved performance or career progression for team members.
✨Understand the Brand Values
Research Virgin Active's brand values and think about how they align with your own. Be prepared to discuss how you would incorporate these values into your customer service strategy to create a unique member experience.
✨Be Tech-Savvy
Brush up on modern customer service technologies, especially AI-driven tools. Be ready to share your experiences with these technologies and how they can be leveraged to improve service delivery and efficiency.
