Customer Service Manager
Core
Lead the Reception and Operations Assistant team to deliver a premium, consistent member experience at a Virgin Active club, balancing operational efficiency with high standards of service and safety.
Role type
Senior IC Customer Service Manager (Head of Department)
Builds
Front-of-house operations, member service workflows, and team performance
Domain
Fitness & Wellness / Hospitality
Deliverable
product features
Required skills
Team leadership and coaching, commercial acumen and budget management, operational safety and compliance, service recovery and complaint resolution, data analysis for performance improvement, roster planning and labour cost control
Preferred skills
Experience in fast-paced hospitality environments, strategic thinking, stakeholder collaboration
Technologies
Club management systems, NPS/CSAT analytics tools
Responsibilities
Recruit, onboard, and retain top talent for the department; Drive revenue, retention, and key commercial KPIs; Ensure safe, compliant, and well-run operating environments; Champion exceptional service standards and resolve member feedback; Implement and embed the Virgin Active Host Strategy; Track and analyze member feedback to drive improvements
Seniority
Senior, hands-on IC
