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About the Role

As a Head of Department, you will lift your function by serving your people so they can serve your members. You will build strong teams, shape culture, and drive performance to enhance the entire club experience. Your leadership will ensure standards are upheld, people are supported, and members feel the difference daily.

Responsibilities

• Lead, coach, and develop your team through regular feedback, performance conversations, and structured development plans.
• Create a positive, inclusive, and safe team culture aligned with Virgin Active values.
• Ensure clear role expectations, accountability, and ownership across the team.
• Recruit, onboard, and retain top talent for your department.
• Manage performance issues promptly, fairly, consistently, and in line with policy.
• Create fair and transparent rosters that balance business needs with team wellbeing and engagement.
• Role model professionalism, integrity, and strong leadership behaviors.
• Drive revenue, retention, and key commercial KPIs relevant to your function.
• Translate budgets and targets into clear team priorities and actions.
• Use data and insights to identify opportunities for growth and improvement.
• Ensure your team understands how their role impacts financial performance.
• Plan and manage rosters, productivity, and labor spend to achieve budget outcomes.
• Use data to forecast staffing requirements and improve efficiency.
• Support cross-department collaboration to achieve overall club targets.
• Deliver club systems, processes, and brand standards consistently across your department.
• Maintain a safe, compliant, and well-run operating environment.
• Act as Manager on Duty and First Aid Officer when required, providing calm leadership during incidents.
• Take responsibility for the secure opening and closing of the club.
• Maintain accurate operational records and workforce documentation.
• Identify performance risks early and take action to prevent disruption.
• Continuously improve how your department operates.
• Keep your department organized, prepared, and performing at a high standard.
• Work flexibly across the club’s seven-day trading hours to support members.
• Champion exceptional service standards across your department.
• Ensure your team delivers warm, welcoming, and professional interactions with members.
• Respond effectively to feedback, complaints, and service recovery opportunities.
• Role model service behaviors and set the tone for the club experience.
• Partner with other departments to create a seamless member journey.
• Embed a culture of accountability for member satisfaction and experience.
• Implement and embed the Virgin Active Host Strategy within the club.
• Provide direct leadership oversight of Reception and Operations Assistant execution.
• Maintain structured front-of-house operating rhythms.
• Embed and sustain operational presentation standards across member spaces.
• Maintain accountability for Back of House service routines.
• Track and analyze member feedback via NPS, CSAT, and Google reviews.
• Maintain oversight of end-to-end service workflows.
• Oversee aquatic service delivery as part of the overall member experience.
• Partner with club leadership to reinforce shared accountability for service standards.

Requirements

• 3–5+ years’ experience in customer service, hospitality, or member-facing environments.
• Demonstrated exposure to team leadership and service delivery standards.
• Demonstrated experience running front-of-house operations.
• Experience resolving member issues.
• Experience maintaining service and administrative processes in a fast-paced environment.
• Lead with authenticity, care, and integrity.
• Show up with empathy and fairness.
• Create an environment where people feel safe, supported, and inspired.
• Understand how your role connects to the wider club and business goals.
• Think strategically and make informed decisions.
• Help your team understand the purpose behind their work.
• Set high standards for yourself and others.
• Seek continuous improvement.
• Challenge the status quo.
• Drive performance, capability, and results forward.
• Invest in your team’s development and wellbeing.
• Recognize contribution, build trust, and create a culture of inclusion, collaboration, and accountability.
• Step up, follow through, and take responsibility for outcomes.
• Act with intent and lead from the front.
• Communicate clearly and respectfully, even when uncomfortable.
• Address issues early.
• Give honest feedback.
• Use challenges as opportunities for growth.

Skills

• Team Leadership
• Service Delivery
• Front-of-House Operations
• Member Issue Resolution
• Service and Administrative Processes
• Authenticity
• Care
• Integrity
• Empathy
• Fairness
• Strategic Thinking
• Decision Making
• Continuous Improvement
• Performance Management
• Team Development
• Wellbeing Support
• Inclusion
• Collaboration
• Accountability
• Clear Communication
• Feedback Delivery

Location

• Sydney

Work Type

• Full-Time

Experience Level

• 3-5+ years

Benefits

• Competitive performance incentives
• A seat at the leadership table
• Complimentary club membership for you and a workout buddy
• Discounted personal training and wellbeing services
• Exclusive perks and discounts with retail and lifestyle partners
• Flexible working options
• Paid parental leave
• Ongoing personal and professional development
• 24/7 confidential wellbeing support through Employee Assistance Program

About the Company

• At Virgin Active, our people are our special sauce. We believe great teams create unforgettable member experiences — and that starts with a culture where energy, ownership and individuality are celebrated.
• You’ll join a team known for pushing boundaries, elevating standards and bringing personality into everything we do.
• We expect a lot — and in return, we invest in your growth, support your leadership journey and give you the freedom to make an impact.
• This is a place for people who want to grow, lead and contribute to something bigger than themselves — while having a bit of fun along the way.
• Join one of the world’s most iconic and purpose-led brands, changing people’s lives for the better through wellness.
• Be part of a culture that champions wellbeing, inclusion and growth, where people are encouraged to bring their whole selves to work.
• A workplace built around movement and wellbeing, where energy and community are part of your everyday.
• A fun, human culture – we believe great results come from great energy, connection and smiles, not just spreadsheets.