Sales - Membership Administrator

Virgin Active; Melbourne; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Free club membership

Performance incentive

Career development opportunities

Job summary

Virgin Active in Melbourne is seeking a customer-focused administrator to champion membership records, direct debit accuracy and retention initiatives. You will manage inquiries on membership terms, club policies and process cancellations, aiming to maximise member satisfaction.

We value experienced, warm and proactive team players who can handle arrears, maintain financial hygiene and contribute to a positive member experience across our clubs.

Qualifications

• 2+ years in customer service or administration with arrears exposure.
• Experience with a high-profile consumer brand.
• Warm, honest and proactive in solving paperwork gaps.

Responsibilities

• Ensure member records and direct debit data are accurate in the system.
• Follow up on arrears and pending accounts with detailed notes.
• Respond to queries about membership terms, club rules and policies.
• Process cancellations and drive retention conversations.
• Maintain financial hygiene with daily banking and compliance.
• Monitor NPS and member sentiment and report findings.

Skills

Customer service

Data entry

Arrears collection

Phone / call center

Job description

In a nutshell

This 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 life

• Ensure the records for each new member are accurate and 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 and fulfilment initiatives, maintaining detailed and accurate notes of actions
• Respond to queries about membership terms, club rules, policies and any other type of general query that ensures a seamless experience for members
• Process cancellations, engage in retention conversations and drive recommitment incentives with members
• Ensure all interactions are warm, queries are answered and feedback and complaints handled effectively
• Ensure financial hygiene across the club, including daily banking procedures and adherence to compliance processes
• Provide 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 unexpected

To land this gig… and your ongoing mindset

• You 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 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 the additional key result a reas for you…

• Employee Experience – connect with teammates… in a way that maximises our people NPS
• Member Experience – champion the mem ber experience to maximise love levels
• Financial Performance – arrears collections within budget and improve member retention levels

What we offer you

• One of the world’s most recognised and exciting brands
• A culture that’s all about changing people’s lives for the better through wellness
• Performance incentive
• A free membership for you (and your buddy after 12 months) to workout at our clubs
• Discounted personal training
• Special deals with our retail and service partners
• Paid parental leave to spend time with your new little human
• Regular personal and professional development
• Confidential 24-hour support via our employee assistance program
• Fun. It’s part of our success. We prefer smiles to graphs. We like to be human rather than corporate.