In a nutshellThis gig is all about championing all aspects of membership administration and retention, to keep members engaged, connected and financially up to date.A day in the lifeEnsure the records for each current member are accurate and all relevant data is captured in the member management system to enable a seamless direct debit payment processFollow up on arrears collections, pending accounts and fulfilment initiatives, maintaining detailed and accurate notes of actionsRespond to queries about membership terms, club rules, policies and any other type of general query that ensures a seamless experience for membersProcess cancellations, engage in retention conversations and drive recommitment incentives with membersEnsure all interactions are warm, queries are answered and feedback and complaints handled effectivelyEnsure financial hygiene across the club, including daily banking procedures and adherence to compliance processesProvide heartfelt service and create personal experiences in line with our experience strategy and brand standards.Monitor and report on Net Promoter Scores (NPS) and overall member sentiment ("love levels")Find ways to give that little bit extra... especially when it's unexpectedTo land this gig... and your ongoing mindsetYou have 2+ years of relevant customer or administrative experience and some exposure to arrears collection.You have aligned experience.
You know what it's like to work with a high profile consumer brand.
You may also have some call centre, hospitality or retail experience.
A+ for you.You are people-focused.
You're warm, honest and 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 explain just about anything to anyone and you're comfortable communicating at all levels.
You're authentic when you express yourself.
People trust you.You are driven.
You're perceptive, you ask questions and you strive to understand.
You enjoy solving problems.
Detail is your forte and you don't get 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're cool with ambiguity and you roll with the punches when things change.
You're motivated to find solutions.
Whatever a member needs, whatever a member is looking for, you help them find it.What success looks likeBe Yourself – be who you really areGo Together – work together as one teamWork Hard – jump in and get your hands dirtyDream Big – reach for the skyAnd the additional key result a reas for you...Employee Experience – connect with teammates... in a way that maximises our people NPSMember Experience – champion the mem ber experience to maximise love levelsFinancial Performance – arrears collections within budget and improve member retention levelsWhat we offer youOne of the world's most recognised and exciting brandsA culture that's all about changing people's lives for the better through wellnessPerformance incentiveA free membership for you (and your buddy after 12 months) to workout at our clubsDiscounted personal trainingSpecial deals with our retail and service partnersPaid parental leave to spend time with your new little humanRegular personal and professional developmentConfidential 24-hour support via our employee assistance programFun.
It's part of our success.
We prefer smiles to graphs.
We like to be human rather than corporate.
#J-*****-Ljbffr

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