Customer Service Communications Specialist

To change people’s lives for the better through wellness. We are passionate about supporting people to lead healthy fulfilled lives by providing a space where they can focus on their physical, mental and social well-being.
Our mission is to create an environment where wellness works for everyone. At Virgin Active wellness is not just about fitness- it’s about creating real experiences that support members in their holistic health journey.
We provide a luxury wellness environment that fosters personal growth, community, and transformation. Our approach is accessible, inclusive, and built on the foundation of social wellness.
Our wellness offering is built on core pillars which define who we are and how we deliver on our promise:

1. Refreshing Real Experiences: Authentic, engaging experiences that inspire lasting wellness.
2. Holistic Wellness: A comprehensive approach integrating fitness, mental health, nutrition, and recovery.
3. Curated Guidance and Progress: Personalized coaching and programs to support sustainable progress.
4. Communities Without Conformity: Diverse, welcoming environments where everyone feels empowered.

Your Purpose…

• Work to proactively develop and implement, check, and communicate the correct messages to the correct member segmentations as per the business needs and requirements.
• Provide the Customer Engagement manager with all comms to effectively communicate internally with processes.
• Supports all service recovery project initiatives to ensure systemic transparency and no negative impact to business process/requirements.
• Work to resolve any incoming escalated queries from UK, Exco, Customer Engagement manager.
• Provides members with solutions and ensures completion to member expectations.

Your Duties and Responsibilities…

Manage and ensure effective proactive member comms strategies are carried out

• Manage the Comms calendar for all Pro-Active comms going to members to ensure that member coms are scheduled and sent at convenient times for members and staff in call centre to ensure correct workflow and volumes are sent and communicated to the business to ensure staff availability for queries arising from these.
• Work with the CRM team and Customer engagement manager to create and communicate the correct messages to members regarding member accounts. (Financial and Legal Comms) These Include but are not limited to Price Increases, Age Ups, End of Term, Club Refurbs, Good News Stories.
• Ensure that correct messages are sent to the correct segmented data base.
• Ensure that correct comms channels are used to communicate effectively and cost effectively. Includes digital and in club comms.
• Ensure that above comms is sent in required timeframes as per legal and the consumer protection act.

Manage and ensure effective reactive member comms strategies are carried out

• Adapt the comms calendar accordingly when these reactive communications are to be sent, with the possibility of rescheduling Pro-active comms to minimise risk for the business.
• Work with the CRM team and Customer engagement manager to create and communicate the correct messages to members.
• Work with other teams to ensure all correct actions are completed to ensure effortless members experience Such as but not limited to: notes are posted, comms are sent out internally and possible correct Bulk action is completed, bulk refunds/bulk apology SMS, etc.

Deal with member queries and emergency comms

• Deal with escalated member queries from various channels within the business as well as from External sources, i.e. Consumer council.
• Manage emergency comms with current escalations team for SMS and app notifications that need to be worked and sent before / during and after general office hours.
• Assist the Head of Customer experience with Service recovery strategies and objectives.
• Manage relationship and all queries escalated form the Consumer Ombudsman
• Manage respond and report on app related concerns investigating and raising root causes with Head of Customer Experience and assist to drive change initiatives.

Write and manage the communication of all member related policies

• Write and Provide support / training for any all processes and Policies relating to Member and Member Experiences in line with Members Experience strategies.
• Ensure these are published once approved by all parties and signed off as final on the vault.
• Work with Head of Change and Internal Comms re comms of these (Always in copy and sign off from the Head of Customer Experience)

Reporting

• Assist with all reporting requirements relating to the Customer Experience function, this includes but is not limited to all KPI, measurement and reporting initiatives as well as in club Customer experience touchpoints such as Surveys, Member engagement touchpoints etc.

Our Minimum Requirements…

We can’t live without… (Minimum Requirements)

• 5–7 years of relevant experience in customer service, communications, or operations, ideally in the wellness, fitness, or hospitality industry.
• Experience in managing communications (both proactive and reactive) for large, diverse member/customer bases.
• Experience using case management, marketing automation platforms and / or other relevant digital tools.
• Demonstrated leadership experience, either managing teams or leading cross-functional projects, with a focus on delivering operational excellence and service improvements.
• Experience in crisis management or service recovery, dealing with escalated queries from both internal teams (e.g., Customer Engagement) and external bodies (e.g., Consumer Ombudsman).

We’d like you to have… (Attributes)

• Strong VASA knowledge of systems.
• Be a strong team player.
• The ability to energize people & teams, the ability to lead & drive change.
• Good coaching & training skills
• Attention to detail, organized and self-motivated.
• Initiative/pro-active, Innovative
• Leadership, Trustworthy, Team player
• Work under pressure, and solution orientated.
• Pride in work
• Adaptability (must be able to adapt to a fast paced, changing environment)
• Be curious (must be willing to succeed, seek opportunities to learn and grow)
• Have a winning mentality (must be willing to go over and above to achieve success)
• Must be motivated to achieve success.
• A commitment to making a difference in people’s lives.
• A Growth mindset
• The ability to work independently.
• Trustworthiness (must always act in doing the right thing)
• A drive to create moments of magic for our members.
• The ability to make decisions and take ownership and responsibility for the decision.
• Action orientation

We’d love you to have… (additional skills)

• Ability to manage multi-functional teams.
• Exhibit strong verbal and written communication skills.
• Exhibit strong organizational skills through working independently and being able to prioritize project deliverables and deadlines.
• Good people & management skills.
• Confident in delivering training & presentations.
• Good financial/admin knowledge.
• Ability to plan effectively.
• Wellness knowledge, to engage and inspire others to take a holistic approach to wellness.
• The ability to be agile.
• The ability to be collaborative.
• High Interpersonal skills (EQ)