The Virgin Way

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, ownership and 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.

The impact you’ll make

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

What success looks like

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

1. People Contribution

You contribute to a positive, high-performing team.

Key accountabilities include:

- Show up with a positive attitude and strong work ethic
- Take accountability for your role and responsibilities
- Support your teammates and contribute to a strong team culture
- Be open to feedback and continuously improve
- Communicate clearly and respectfully
- Actively contribute to a secure and respectful workplace, free from bullying, harassment and discrimination

2. Commercial Awareness

You understand how your role impacts club performance.

Key accountabilities include:

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

3. Operational Excellence

You deliver your role safely, consistently and to standard.





Key accountabilities include:

- Follow all club processes, systems and safety requirements
- Complete tasks accurately and on time
- Maintain a clean, safe and well-presented environment
- Be reliable, organised and prepared for your shift
- Raise issues early and take action where appropriate

4. Service Excellence

You deliver a premium member experience, every time.

Key accountabilities include:

- Create welcoming, friendly and professional interactions with members
- Be proactive in helping members and solving problems
- Respond positively to feedback and service opportunities
- Role model great service behaviours
- Contribute to a seamless member journey across the club

5. Functional Excellence — Member Service

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

This means:

- Deliver a warm, confident and professional arrival and departure experience for every member and guest
- Manage reception flow efficiently, including check-ins, enquiries, bookings and payments
- Handle member questions, requests and issues promptly, taking ownership through to resolution
- Maintain strong knowledge of memberships, products, services and club offerings
- Keep the reception area organised,



presentable and running smoothly at all times
- Support smooth class bookings, access control and member communications
- Follow all administrative processes accurately, including data entry, payments and system use
- Proactively engage members — not just transact, but connect
- Escalate issues appropriately and keep your manager informed of risks or recurring themes
- Work closely with the wider team to ensure a seamless end-to-end member journey

To land this gig… and your ongoing mindset

- You have >1 year of relevant experience and flexibility to work a non-traditional schedule.
- You have aligned experience. You know what it’s like to work with a high-profile consumer brand and thrive on delivering outstanding customer service. You may also have some fitness, retail or hospitality experience. A+ for you.
- You’re pure 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.
- You see the big picture. You understand that every interaction matters. You know your role plays a part in the overall club experience and you take pride in getting the small things right.
- You expect growth. You’re open to learning, improving and trying new things. You take feedback on board and look for ways to get better every shift.
- You value people. You support your teammates, build positive relationships and contribute to a culture where people feel included, respected and motivated.
- You take ownership. You don’t w

📌 Member Experience Specialist (Australia)
🏢 Virgin Active
📍 Australia