Customer Experience Consultant

Virgin Active; Sydney; On-site; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Free gym membership

Discounted personal training

Flexible working options

Paid parental leave

Wellbeing support

Job summary

Virgin Active Zetland is hiring for a full-time club front-of-house role focused on delivering extraordinary member experiences. You’ll be the face of the club, welcoming guests and supporting the team to ensure high standards across every interaction.

The role emphasizes a premium, welcoming environment, and is ideal for someone with >1 year of relevant experience, who thrives in fast-paced hospitality or fitness settings. Flexible schedules are mentioned.

Qualifications

• You have >1year of relevant experience and flexibility to work a non-traditional schedule.
• You may also have some fitness, retail or hospitality experience.
• You’re pure heart. You show up with care, kindness and respect.

Responsibilities

• 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.
• You deliver premium, welcoming, and consistent club experiences for every member, every time.
• You manage reception flow, check-ins, bookings, and member inquiries to ensure a seamless journey.

Job description

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

Iconic brand inspiring our Zetland community to live an active life

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

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,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,welcomingand consistent — every member, every time.

The impactyou’llmake

You are on the frontline of the member experience.You show up, takeownershipand deliver your role to a high standard — supporting your team, yourmanagerand 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 toa strong teamculture

Be open to feedback and continuously improve

Communicate clearly and respectfully

Actively contribute to a safe and respectful workplace, free from bullying,harassmentand discrimination

You understand how your role impacts club performance.

Key accountabilities include:

Deliver your role in a way that supports revenue and retention

Promote products,servicesor 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,systemsand safety requirements

Complete tasks accurately and on time

Maintain a clean,safeand well-presented environment

Be reliable, organised and prepared for your shift

Raise issues early andtake actionwhere appropriate

You deliver a premium member experience, every time.

Key accountabilities include:

Create welcoming,friendlyand professional interactionswith members

Be proactive in helping members and solving problems

Respond positively to feedback and service opportunities

Contribute to a seamless member journey across the club

5. Functional Excellence -MemberService

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,confidentand professional arrival and departure experience for every member and guest

Manage reception flow efficiently, including check-ins, enquiries,bookingsand payments

Handle member questions,requestsand issues promptly, taking ownership through to resolution

Maintain strong knowledge of memberships, products,servicesand club offerings

Keep the reception area organised, presentable andrunning smoothly at all times

Support smooth class bookings, accesscontroland member communications

Follow all administrative processes accurately, including data entry,paymentsand 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>1year of relevant experience and flexibility to work a non-traditional schedule.

You have aligned experience. You know whatit’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.

You’repure heart. You show up with care,kindnessand 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 clubexperienceand you take pride in getting thesmall thingsright.

You expect growth.You’reopen to learning,improvingand 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 positiverelationshipsand contribute to a culture where people feel included,respectedand motivated.

You take ownership. Youdon’twait to be asked. You step in, followthroughand take responsibility for your role,yourtasksand the member experience.

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

What we offer you

• Competitive performance incentives and a seat at the leadership table, giving you real influence, not just responsibility.
• Complimentary club membership for you and a workoutbuddy, so you can live the lifestyle you promote.
• Discounted personal training and wellbeing services to support your own health journey.
  Exclusiveperksand discounts with our retail and lifestyle partners.
• Flexible working options that support real work-life balance, becauselifedoesn'tstop when you clock on.
• Paid parental leave, so you can focus on what matters most when welcoming your new little human.
• Ongoing personal and professional development, with learning pathways that help you grow your career, not just your role.
• 24/7 confidential wellbeing support through our Employee Assistance Program.
• A workplace built around movement and wellbeing, where energy and community are part of your everyday.
• A fun, human culture - we believegreat resultscome from great energy,connectionand smiles, not just spreadsheets.

Ready for a career r/evolution

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