Service Ambassador

To change people’s lives through wellness. We are passionate about supporting people to lead

healthy, fulfilled lives by providing a space where they can focus on their physical, mental and

social well-being. Wellness can be confusing. We make it easy, honest, and welcoming for

everyone.

Our mission is to deliver Social Wellness Club experiences that enable people to meet their

personal wellness goals, through holistic physical, mental, nutritional and social wellbeing. At

Virgin Active wellness is not just about fitness - it’s about creating real experiences that support

members in their holistic health journey.

We provide a luxury wellness environment that fosters personal growth, community, and

transformation. Our approach is accessible, inclusive, and built on the foundation of social

wellness. We operate as a full-time onsite function - because we believe the best ideas come to

life when we’re collaborating in person, sharing thoughts, and building together.

Our wellness offering is built on core pillars which define who we are and how we deliver on our

1. Refreshing Real Experiences: Experiences that feel alive — no fake smiles, no dull

workouts.

2. Real Guidance: Pro advice without the jargon.

3. Real Progress: Coaching made just for you, so it actually lasts.

4. Real Community: Everyone’s welcome, everyone belongs.

5. Real Innovation: Our app keeps you ahead of the curve — never behind.

Your Purpose…

• This role is responsible for providing exceptional in-club member experiences using the

available tools and platforms across areas such as our service/reception area, exercise floor,

studios, swimming facilities and extended lounge areas. This role is key in engaging our

members across all offerings in club as well as online. This role supports the retention of our

members through daily interaction and engagement

Conducting Front of House Duties

1. Control access into the facility

2. Communicate and provide information to staff, members and prospective

members

3. Deliver on member needs and experiences from entry to exit

4. Adhere to operational standards, and administration policies and procedures

5. You will be required to work an MOD shift\s from time to time as directed by the

business.

Engaging with Members

1. Deliver excellent customer service (experiences) throughout the club to

achieve NPS and member sentiment score targets

2. Drive digital engagement with members on our various platforms as our digital

offering evolves

i. Expose members to online or digital exercise offerings that are

personalised / tailored to meet individual member needs

3. Retain members

i. Build member relations

ii. Resolve complaints for each member or incident

iii. Engage members to our fitness initiatives (events) to increase

member retention

Delivering the Member Floor Experience

1. Promote safe exercise

a. Manage member adherence to club rules and standards

b. Manage member adherence to safety protocol

2. Maintain the cleanliness of the floor

Participating in Ongoing Training & Self-Development

Meet the expected requirements of learning programmes