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' inquiries with heartfelt professional service, providing every person who calls or walks through our doors with memorable experiences. This diverse role involves greeting members personally, managing customer queries over the phone, and leading the reception team to meet KPIs related to customer service and retention.

• Manage overdue accounts, cancellations & inquiries, meeting company targets.
• Supervise the Reception team, providing training & ongoing support for new employees.
• Rostering of the Reception team, working with the Retail Manager to ensure adequate staffing during critical times.
• Work with the Reception team to meet and exceed customer service targets and other 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, prioritize, and complete tasks in a timely manner.
• Perform other related duties as required.

• 3+ years of customer service supervisory experience with excellent communication skills.
• Financially driven with a natural drive to achieve targets and team goals.
• Experience in a KPI-driven environment.
• Ability to build rapport with diverse individuals and a desire to help people succeed.
• Problem-solving skills and resilience.
• Outstanding communication skills—listening, understanding, empathizing, and influencing.
• Customer-focused attitude with a commitment to exceptional outcomes.
• Ability to be a role model, embody health values, and be passionate about the brand.
• A proactive, positive attitude with a willingness to learn and grow.
• Passion for health & fitness and eagerness to work in the industry.
• Reliability, professionalism, and a well-presented appearance.
• Strong work ethic, initiative, motivation, and adaptability.
• Computer literacy and ability to learn new systems.
• Ability to communicate policies and procedures effectively.
• 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.
• Access to Merse Wellness Spas at discounted rates.
• Birthday Leave - have your birthday off and get paid for it
• Work in 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 work with Fitness Cartel and what you can bring to our team. Applications will be reviewed as received, so don't wait—apply today

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

Fitness Cartel, where our relentless pursuit to be the best version of yourself isn't just a motto—it's a way of life. With an ambitious expansion plan to open 60 health clubs by 2029, we're 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.