Customer Service Manager

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Due to continuous growth, our TotalFusion Lions Springfield location is excited to be recruiting for a Customer Service Manager to join the team

Across our TotalFusion Australia locations, our Customer Service Managers stand at the forefront of our brand, driving our values and mission through meaningful connections with TotalFusion members, team, and wider community.

Our Vision:

TotalFusion Australia is a premier health and wellness brand dedicated to transforming lives through innovative fitness and holistic well-being solutions.

At TotalFusion Lions in Springfield, every movement takes you closer to achieving your ultimate fitness goals. Nestled alongside the Brisbane Lions AFL and AFLW, you'll be training alongside the best.

Our expansive three-tiered space houses a state-of-the-art multi-level gym, modern recovery areas, and welcoming member sanctuaries. Experience diverse workout sessions in our five dedicated group fitness studios or immerse yourself in the refreshing embrace of our outdoor lap pool.

As Customer Service Manager, you represent and uphold our TotalFusion vision everyday. Your exceptional service, genuine investment in our facilities and offerings, and passion for providing engaged and intentional leadership to your team, ensures a premium experience through every interaction.

• Serve as the primary point of contact at reception, ensuring every member receives a warm & personalised welcome.
• Develop strong relationships with members, know their names, understand their individual needs & preferences - empower your team to uphold that standard.
• Address member enquiries and concerns with empathy & efficiency, striving to enhance the overall member experience.
• Maintain a visible presence in the reception area, actively engaging with members & fostering a positive atmosphere (leading your team from the front).

Team Development:

• Lead and mentor the reception team, providing regular training & development opportunities to enhance their skills & performance.
• Foster a collaborative & supportive team environment, encouraging open communication & continuous improvement, share feedback, & celebrate achievements.
• Lead by example - demonstrating professionalism, dedication & a passion for customer service.
• Actively participate & engage in reception duties & front-of-house activities / initiatives.

Support:

• Provide operational support to ensure smooth daily operations & address any issues that arise promptly.
• Effectively delegate tasks & quality check work completed by others.

• Minimum 2 years of management experience.
• Minimum 5-6 years of Customer Service experience.
• Proven ability to strongly develop & up-skill teams / performance.
• Experience working within the fitness & wellness industry highly regarded.
• Clear commitment to your own development & progression.
• Passion for leading by example & driving exceptional teamwork.
• Role will involve working every 2nd Saturday and one evening shift per week.

• Premium Facilities: Be a part of Australia's leading health & wellness brand, working in luxurious & unique facilities (including this exciting brand new space).
• Team Discounts: Enjoy a complimentary TotalFusion membership and attractive discounts across the TotalFusion Australia brand & locations, including selected spa treatments & services, Bowie Grooming & Dog Daycare, retail, & Refuel food & beverage.
• Friends & Family: Extend your complimentary TotalFusion membership to a friend or family member in celebration of your 12-month tenure milestone.
• Convenience: Access to onsite parking.

• Continuous Learning: Benefit from ongoing training & professional development programs designed to keep you at the forefront of our industry.
• Mentorship Opportunities: Work alongside a management team who are committed to your career growth & to providing invaluable guidance & support.
• Investment in Culture: Thrive in a culture that values teamwork, innovation, & excellence. At TotalFusion, your ideas are heard, your contributions are valued, and your successes are celebrated.

We\'re committed to nurturing & protecting our exceptional team culture & experience.

It\'s time to elevate your career with TotalFusion Lions - APPLY NOW

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