Retentions Consultant

Virgin Active was born in 1999. With 45 health clubs in the UK (8,500 employees!) and almost 250 globally, were one of the fastest-growing businesses within the Virgin Group. Were renowned for our outstanding customer service and helping our member be their personal best. Everyones welcome at Virgin Active. Young or old. Fit or unfit. Its all good. We set out to create a health club thats different from all the rest. We love helping our members to be active. But were not uptight or overly serious about it. Thats the way we do things around here. We dont believe in hidden extras or locked doors either you can use everything you want to in our clubs. So step inside and youll experience a health club thats actively different from all the rest. Youll be encouraged, inspired, and made to feel right at home. Job Description At Virgin Active, our purpose is to change people's lives for the better through wellness. As a Retentions Consultant, you play a key role in supporting members on their holistic wellness journey by ensuring their access to our luxury wellness environments remains uninterrupted. Every interaction is an opportunity to inspire and empower members to take charge of their wellness journey while fostering a culture of trust, understanding, and transformation. A day in the life of a Retention Consultant... Proactively handle cancellation requests via outbound/inbound calls and written correspondence. Engage with members to understand their concerns and offer tailored solutions that encourage continued membership. Apply strong objection-handling and negotiation skills to maximize retention outcomes. Use structured call flows and in-house methodology to identify member needs and match them with appropriate offerings. Deliver empathetic, professional service aligned with Virgin Active's values: being inspiring, always improving, doing the right thing, and having fun. Adapt quickly to different campaigns, products, and retention strategies as required by the business. Maintain compliance with all regulatory, contractual, and quality standards. Accurately document all member interactions, offers, and outcomes in line with POPI and internal systems. Address member queries, feedback, and complaints promptly and professionally. Collaborate with other departments and leadership teams to support business goals and drive retention success. Support business targets by reducing churn and improving member loyalty. Work collaboratively with other departments and leadership teams to support the achievement of business outcomes and drive member retention success. Prompt the business loyalty program Our minimum requirements… Experience & Background Proven experience in retentions, sales, or customer service within a contact centre environment. Ability to work across multiple campaigns, adapting quickly to changing business needs. Skills & Competencies Excellent persuasion, negotiation, and communication skills. High emotional intelligence with the ability to manage sensitive conversations effectively. Strong problem-solving and decision-making abilities. Resilience and adaptability in a fast-paced, target-driven environment. Commitment to member loyalty, with a focus on reducing churn and maximizing retention. Ability to maintain compliance with all regulatory, contractual, and quality standards. Skilled in accurate documentation of customer interactions and retention outcomes. We'd like you to have… Customer Centric Focus Must display empathy and the ability to build rapport Quality must be your key focus in delivering the result Must have excellent influencing skills Must be able to manage objection and be able to close calls Must be able to work independently Must be a good team player and treat the team with respect We'd love you to have… Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems Closing Date 02 October 2026