Membership Experience & Retention Specialist

Virgin Active Australia; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Free gym membership

Performance incentive

Parental leave

Professional development opportunities

Employee assistance program

Job summary

Virgin Active Australia in Melbourne is seeking a customer-focused membership administrator to champion member records, direct debit accuracy and retention initiatives. You will handle queries, process cancellations and support arrears management to keep membership revenue healthy.

With 2+ years in customer service or administration, you bring a warm, proactive approach, strong note-taking, and a knack for resolving billing or policy questions.

Qualifications

• 2+ years experience in customer or administrative roles.
• Exposure to arrears collections.
• Experience with a high profile consumer brand or call centre/hospitality/retail is advantageous.
• Strong people-focus with warm, genuine service mindset.
• Excellent written and verbal communication, able to explain processes clearly.

Responsibilities

• Manage member records in the management system ensuring accurate data for direct debit processing.
• Follow up on arrears and accounts with detailed notes and actions.
• Respond to membership queries about terms, rules, policies and services.
• Process cancellations and drive retention initiatives with members.
• Ensure all interactions are friendly and feedback or complaints are handled effectively.
• Maintain financial hygiene through daily banking procedures and compliance.

Skills

Customer service

Administration

Arrears collection

Job description

Virgin Active Australia in Melbourne is seeking a customer-focused membership administrator to champion member records, direct debit accuracy and retention initiatives. You will handle queries, process cancellations and support arrears management to keep membership revenue healthy.

With 2+ years in customer service or administration, you bring a warm, proactive approach, strong note-taking, and a knack for resolving billing or policy questions.