Customer Care Specialist

At Fitness Cartel Health Clubs, were more than a gym were a vibrant, fast-growing brand with plans to expand to 60+ clubs by 2030. Our state-of-the-art facilities include everything from Cycle Studios and Reformer Pilates to cafs, crche, and saunas, creating a feel-good environment that motivates, challenges, and inspires.

Were on the hunt for a full-time Customer Care Specialist to join our Centralised Customer Care Team based at Fitness Cartel Virginia.

In this role, youll support multiple clubs across the networks by managing membership cancellations, debt recovery and account enquiries through inbound and outbound calls. Youll be a key player in retaining members by delivering exceptional service, resolving account issues, and building lasting connections.

• Member Retention
  
  • Handle membership cancellation requests promptly and professionally
  • Engage with members to understand concerns and explore alternatives to cancellation
  • Record cancellation reasons and feedback to help improve member experience
  • Deliver exceptional service to every member, aiming for a positive resolution
  • Use provided scripts and tools to de-escalate inbound cancellation enquiries
  • Collaborate with the leadership team to develop strategies that reduce churn
  • Meet retention KPIs (e.g., % of cancellations saved)
    

• Debt Collection & Account Management
  
  • Contact members with overdue accounts via phone, email, and SMS
  • Explain billing details and negotiate repayment arrangements
  • Encourage members to re-engage with the club post-absence
  • Liaise with third-party collection agencies and billing providers
  • Update payment details, process payments, and maintain account accuracy
  • Meet debt recovery KPIs (% of balances recovered)
    

• 12 years experience debt collection or call centre roles or customer service roles (where you dealt with customers via the phone)
• Strong communication and negotiation skills
• Confident handling difficult conversations with empathy and professionalism
• Experience managing member databases or CRM systems is ideal
• Detail-oriented with excellent follow-through
• Goal-driven with a strong ability to meet performance targets
• A passion for fitness and helping people stay engaged in their health journey
  

• A Thriving Culture: Join a fast-paced, values-driven team in the fitness industry
• Career Growth: Opportunities for training, development, and progression through our Future Leaders program
• FREE gym membership to all Fitness Cartel locations
• Access to Merse Wellness Spas at discounted rates
• Paid Birthday Leave celebrate your day, on us
• Be part of a supportive and energetic team environment
  

Click APPLY to submit your resume and a brief cover letter explaining why youre the right fit for this role. Applications are reviewed as theyre receivedso dont wait

Note: Only shortlisted candidates will be contacted. No agencies, please.

Fitness Cartel, where our relentless pursuit to be the best version of yourself isn't just amottoit's a way of life. With an ambitious expansion plan to open 60 health clubs by 2029, were on a mission to provide the best facilities, customer service, and atmosphere in the industry. Our clubs offer a vast range of services, including Reformer Pilates, a comprehensive weight zone, a dedicated cardio zone, and cycle studios, ensuring a holistic fitness experience. We cater to a diverse community, from fitness enthusiasts to families, offering child-minding services to support parents on their fitness journey. Whether you're a fitness professional looking to advance your career or someone passionate about starting their fitness journey, Fitness Cartel welcomes you to be part of our growing family.