Head of Customer Service (BSO413)

Virgin Active; Camden Town; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading wellness company in Camden Town seeks a Head of Customer Services to lead their customer service team. You will develop strategies to enhance service quality, coach team members, and analyze data to drive performance improvements. The ideal candidate has experience in multi-channel customer service and a strong grasp of service metrics. Benefits include competitive leave, healthcare coverage, and complimentary company membership.

Benefits

25 days annual leave

Complimentary Virgin Active membership

Private Dental and Healthcare Insurance

Life Assurance 4x salary

Discounts across Virgin Active

Mental health support

Access to financial support services

Qualifications

• Experience leading a multi-channel customer service team.
• Proven success in coaching and developing team members.
• Strong understanding of service metrics.

Responsibilities

• Create and implement a customer service strategy.
• Monitor service performance metrics.
• Lead and inspire the customer service team.
• Analyse member data and report actionable insights.

Skills

Leadership

Coaching

Customer service technology

Data analysis

Communication

Job description

Virgin Active are committed to changing people's lives for the better through wellness. Our team are dedicated to delivering a unique leisure and relaxation experience throughout all our clubs. All our team members pride themselves on incorporating Virgin Active values and ensuring the highest Brand Standards into their work, so our members can experience the finest facilities and service.

We take value in recruiting the very best team members who work behind the scenes to support our clubs in delivering a world class member experience. We are looking for a Head of Customer Services to join our Experience department. The Head of Customer Services is responsible for leading and developing our Customer Service team, with a strong focus on managing all inbound member queries across calls, emails, and live chat.

The Role

• Create and implement a customer service strategy that aligns with business goals and improves CSAT and NPS performance.
• Monitor and report on CSAT, NPS, and service performance metrics, driving continuous improvement.
• Lead, coach, and inspire the Customer Service team, developing their skills and creating clear career pathways.
• Drive the team to consistently meet and exceed SLAs and KPIs, reducing wait times and improving first-contact resolution.
• Analyse and interpret member data, identifying trends and sharing actionable insights with club teams and GMs.
• Partner with leadership to ensure customer service priorities are embedded into the wider organisational strategy.

Experience and Skills

• Experience leading a high-performing, multi-channel customer service or contact centre team.
• Proven success in coaching and developing people, building career pathways, and growing future leaders.
• Strong understanding of SLAs, KPIs, and service metrics, with demonstrable success in driving improvements.
• A confident grasp of modern customer service technology, including AI-driven tools.

Benefits

• 25 days (excluding bank holidays) annual leave, plus a Celebration Day - and we want you take them
• Access to Scottish Widows Pension with us matching contributions up 5%
• Complimentary Virgin Active membership for you and a buddy. You can also get free membership for your children too, ability to take advantage of our Club V.
• Private Dental and Healthcare Insurance - your physical health is important, and we want you to have the access to healthcare should you require it.
• Life Assurance 4x your salary - which we hope you will not need.
• We want you to love Virgin Active like we do, so you get discounts across Virgin active - everything from guest passes to 50% off PT sessions.
• You will join Virgin Family - where not only can you communicate with your colleagues across Virgin Group, but also many discounts (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2)
• Maintaining a healthy diet while at work can be hard, so we offer all our team members 20% off food and drink at our KAUAI branches located in clubs.
• Managing finances can be difficult, so we offer access to Salary Finance. They can support you with loans and savings plans, as well as help you become a personal finance expert.
• Mental health is a cornerstone of wellbeing. Our BUPA employer assistance programme is there when you need a helping hand with 4 free counselling sessions.
• We know finding a new home to rent can be stressful. We partner with Dexters who offer complimentary corporate letting services - meaning no tenant charges.
• Access to ePoints, offering loads of online discounts to retailers.
• Always wanted to take that yoga course? Well VA offer discount on all their Academy courses, trained by the very best instructors