This gig is all aboutchampioning all aspects of membership administration and retention, to keep members engaged, connected and financially up to date.
Aday in the life
Ensure the records for each current member areaccurateand all relevant data is captured in the member management system to enable a seamless direct debit payment process
Follow up on arrears collections, pending accounts andfulfilment initiatives,maintainingdetailed andaccuratenotes of actions
Respond to queries about membership terms, club rules,policiesand any other type of general query that ensures a seamless experience for members
Process cancellations,engage in retention conversationsand drive recommitment incentives with members
Ensure all interactions arewarm,queries are answered and feedbackand complaintshandled effectively
Ensure financial hygiene across the club, including daily banking procedures and adherence to compliance processes
Provide heartfelt service and createpersonal experiencesin line with ourexperience strategy and brand standards.
Monitor and report on Net Promoter Scores (NPS) and overall member sentiment ("lovelevels")
Find ways to give that little bit extra... especially whenit'sunexpected
To land this gig...and your ongoing mindset
You have2+ years of relevant customeror administrative experience and some exposure to arrears collection.
You have aligned experience. You know whatit'slike to work with ahigh profileconsumer brand. You may also have some call centre,hospitalityor retail experience. A+ for you.
You arepeople-focused.You'rewarm,honestand genuine. You get a kick out of investigating gaps in paperwork and solving system admin issues to create seamless processes for people. Going over and above to deliver impeccable customer service makes you feel warm and fuzzy inside.
You are self-assured.



You listen intently. You speak eloquently. You can explainjust about anythingto anyone andyou'recomfortable communicating at all levels.You'reauthentic when you express yourself. People trust you.
You are driven.You'reperceptive, you askquestionsand you strive to understand. You enjoy solving problems. Detail is your forte and youdon'tget flustered easily. You can be counted on to skilfully respond to feedback and complaints.
You have a can-do approach. You think on your feet.You'recool withambiguityand you roll with the punches when things change.You'remotivated to find solutions. Whatever a member needs, whatever a member is looking for, you help them find it.
What success looks like
Be Yourself
– be who you really are
Go Together
– work together as one team
Work Hard
– jump in and get your hands dirty
Dream Big
– reach for the sky
And theadditionalkey result areasfor you...
Employee Experience
–connect with teammates... in a way that maximises our people NPS
MemberExperience
– champion the member experiencetomaximise love levels
FinancialPerformance
–arrears collections within budgetand improve member retention levels
What we offer you
One of the world's most recognised and exciting brands
A culturethat'sall aboutchanging people's lives for the better through wellness
Performance incentive
A free membership for you (and yourbuddyafter 12 months) to workout at our clubs
Discounted personal training
Special dealswith our retail and service partners
Paid parental leave to spend time with your new little human
Regularpersonal and professionaldevelopment
Confidential 24-hour support via our employeeassistanceprogram
Fun.It'spart of our success. We prefer smiles to graphs. We like to be human rather than corporate.
#J-*****-Ljbffr

📌 Membership Sales Administrator (Melbourne)
🏢 Virgin Active
📍 Melbourne