Job Description

Achieve agreed sales targets by delivering extraordinary end-to-end customer experiences in club

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Iconic brand inspiring our Zetland community to live an active life

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Full-time gig, free gym membership, discounted personal training, and more benefits

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The Virgin Way

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At Virgin Active, our people are our special sauce. We create experiences that members remember — and that starts with you.In this role, you bring energy,ownershipand personality to every interaction. You take pride in what you do, support your team, and play your part in delivering a club experience that feels premium,welcoming and consistent — every member, every time.

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The impactyou'll make

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You are on the frontline of the member experience.You show up, takeownershipand deliver your role to a high standard — supporting your team, yourmanager and your club to perform at its best.

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What success looks like

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Success in this role comes from showing up consistently across five key pillars:

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1. People Contribution

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You contribute to a positive, high-performing team.

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Key accountabilities include:

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- Show up with a positive attitude and strong work ethic
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- Take accountability for your role and responsibilities
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- Support your teammates and contribute toa strong teamculture
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- Be open to feedback and continuously improve
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- Communicate clearly and respectfully
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- Actively contribute to a safe and respectful workplace, free from bullying,harassmentand discrimination
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You understand how your role impacts club performance.

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Key accountabilities include:

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- Deliver your role in a way that supports revenue and retention
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- Promote products,servicesor experiences where appropriate
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- Work efficiently and productively during your shift
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- Understand how your actions contribute to club success
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3. Operational Excellence

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You deliver your role safely, consistently and to standard

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Key accountabilities include:

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- Follow all club processes,systemsand safety requirements
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- Complete tasks accurately and on time
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- Maintain a clean,safeand well-presented environment
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- Be reliable, organised and prepared for your shift
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- Raise issues early andtake actionwhere appropriate
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You deliver a premium member experience, every time.

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Key accountabilities include:

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- Create welcoming,friendlyand professional interactionswith members
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- Be proactive in helping members and solving problems
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- Respond positively to feedback and service opportunities
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- Contribute to a seamless member journey across the club
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5. Functional Excellence —MemberService

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You are the face of the club — setting the tone for every member experience from the moment they walk in.

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This means:

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- Deliver a warm,confident and professional arrival and departure experience for every member and guest
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- Manage reception flow efficiently, including check-ins, enquiries, bookings and payments
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- Handle member questions, requests and issues promptly, taking ownership through to resolution
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- Maintain robust knowledge of memberships, products, services and club offerings
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- Keep the reception area organised, presentable and running smoothly at all times
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- Support smooth class bookings, access control and member communications
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- Follow all administrative processes accurately, including data entry, payments and system use
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- Proactively engage members — not just transact, but connect
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- Escalate issues appropriately and keep your manager informed of risks or recurring themes
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- Work closely with the wider team to ensure a seamless end-to-end member journey
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To land this gig...and your ongoing mindset

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You have>1 year of relevant experience and flexibility to work a non-traditional schedule.

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You have aligned experience. You know what it'slike to work with a high-profile consumer brand and thrive ondelivering outstanding customer service.You may also have somefitness,retailor hospitalityexperience. A+ for you.

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You'repure heart. You show up with care,kindness and respect. You treat members and teammates well, stay calm under pressure and help create a positive environment for everyone around you.

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You see the big picture.



You understand that every interaction matters. You know your role plays a part in the overall club experienceand you take pride in getting thesmall things right.

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You expect growth. You'reopen to learning,improving and trying new things. You take feedback on board and look for ways to get better every shift.

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You value people. You support your teammates, build positive relationshipsand contribute to a culture where people feel included,respected and motivated.

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You take ownership. You don'twait to be asked. You step in, followthroughand take responsibility for your role,yourtasks and the member experience.

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You don'tshy away from tough conversations. You communicate openly and respectfully. If somethingisn'tright, you raise it early and work towards a solution.

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What we offer you

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Join one of the world's most iconic and purpose-led brands,changing people's lives for the better through wellness.

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Be part of a culture that champions wellbeing,inclusionand growth, where people are encouraged to bring their whole selves to work.

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Competitive performance incentives and a seat at the leadership table, giving you real influence, not just responsibility.

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Complimentary club membership for you and a workoutbuddy, so you can live the lifestyle you promote.

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Discounted personal training and wellbeing services to support your own health journey.
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Flexible working options that support real work–lifebalance, becauselifedoesn'tstop when you clock on.

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Paid parental leave, so you can focus on what matters most when welcoming your new little human.

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Ongoing personal and professional development, with learning pathways that help you grow your career, not just your role.

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24/7 confidential wellbeing support through our Employee Assistance Program.

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A workplace built around movement and wellbeing, where energy and community are part of your everyday.

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A fun, human culture – we believegreat resultscome from great energy,connectionand smiles, not just spreadsheets.

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Ready for a career r/evolution

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Life's too short for boring jobs. Ifyou'redriven by people,performanceand purpose, this is whereyou belong.

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📌 Customer Experience Consultant (New South Wales)
🏢 Virgin Active
📍 New South Wales