Customer Service Manager

At Fitness Cartel Health Clubs, we're more than a gym – we're an exciting and 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 cafés, crèche, and saunas, creating a feel-good environment that motivates, challenges, and inspires.

In this highly important role, you'll be responsible for managing the customer service delivery to our members & overseeing the reception team. You will assist members' enquiries with heartfelt professional service, providing every person who calls or walks through our doors with exceptional experiences. This diverse role involves greeting members personally, managing customer queries over the phone, and driving KPIs related to customer service & retention.

• Manage overdue accounts, cancellations & enquiries, meeting company targets.
• Supervise the Reception team, providing training & ongoing support for new employees.
• Rostering of the Reception team in collaboration with the Retail Manager to ensure adequate staffing during critical times.
• Work with the Reception team to meet and exceed customer service targets and KPIs.
• Utilise computer systems to look up member details, create access key tags, process purchases, and assist members with booking classes.
• Maintain venue cleanliness, ensuring the reception/café area is neat & tidy, shelves are stocked, and apparel is well displayed.
• Follow directions, prioritise, and complete tasks in a timely manner.
• Perform other related duties as required.

• At least 3 years of customer service supervisory experience with excellent communication skills.
• Financially driven with a natural drive to achieve individual and team targets.
• Experience in a KPI-driven environment.
• Ability to build rapport with diverse individuals and help them achieve their goals.
• Problem-solving skills and resilience.
• Outstanding communication skills—listening, understanding, empathising, and influencing.
• Customer-focused attitude aiming for exceptional outcomes.
• Ability to be a role model, living by health values and behaviours, and passionate about the gym brand.
• A proactive, reliable, professional, and well-presented approach.
• Strong work ethic, initiative, adaptability, and multitasking ability.
• Computer literacy and willingness to learn new systems.
• Current First Aid & CPR Certificates or willingness to attain.
• Flexibility to work hours aligned with gym operations.
• Australian working rights.

• A Thriving Culture:Be part of the fitness industry's most exciting and rapidly expanding brand.
• Career Growth:Opportunities for training, development, and advancement through our Future Leaders program.
• FREE gym membership at all Fitness Cartel locations.
• Discounted rates at Merse Wellness Spas.
• Birthday Leave – a paid day off on your birthday
• Access to state-of-the-art fitness clubs with 24/7 access, cycle studios, reformer Pilates, saunas, cafés, and more.

Click 'APPLY' to submit your resume and cover letter explaining why you want to join Fitness Cartel and what you can bring to our team. Applications are reviewed as received, so don't delay—apply today

Note: Only candidates meeting our criteria will be contacted. No agencies please

Fitness Cartel is committed to helping you become the best version of yourself. With ambitious plans to open 60 clubs by 2029, we aim to provide top facilities, customer service, and atmosphere. Our clubs feature Reformer Pilates, weight zones, cardio zones, cycle studios, and support a diverse community, including child-minding services for parents. Whether you're a fitness professional or passionate beginner, join our growing family.