High Salary: Customer Service Manager

Customer Service Manager - NEW club Tingalpa

We're bringing the Fitness Cartel experience to Tingalpa Our brand-new club is opening soon, offering world-class facilities, cutting-edge equipment, and an incredible fitness community. This is your chance to be part of something special from the very beginning

At Fitness Cartel Australia, 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.

The Role :

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 memorable experiences. This diverse role involves greeting members personally, managing customer queries over the phone, and leading the reception team to achieve customer service and retention KPIs.

Key Responsibilities:

- 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.
- Answer calls, handle queries & manage complaints.
- Utilise computer systems to look up member details, create access key tags, process purchases, and assist members with booking classes.
- Perform café duties including using a coffee machine & making protein shakes.
- Maintain venue cleanliness, ensuring the reception/café area is neat & tidy, and stock levels are appropriate.
- Follow directions, prioritise & complete tasks in a timely manner.
- Perform other related duties as required.

What you'll need to succeed :

- 3+ years previous 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 a desire to help clients succeed.
- Problem-solving skills and resilience.
- Outstanding communication skills—listening, understanding, empathising, and influencing.
- Customer-focused mindset aiming for exceptional outcomes.
- Ability to model health values and live by the brand's behaviours.
- A proactive, positive attitude with a willingness to learn and grow.
- Passion for health & fitness and industry enthusiasm.
- Reliability, professionalism, punctuality, and presentation.
- 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.

What we'll offer you in return:

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

How to Apply:

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

About us

Fitness Cartel is committed to helping you become the best version of yourself. With plans to open 60 clubs by 2029, we aim to provide top facilities, excellent customer service, and a vibrant atmosphere. Our clubs feature Reformer Pilates, weight zones, cardio zones, cycle studios, and more, catering to a diverse community, including families and fitness enthusiasts. Join us and be part of our growing family

#J-18808-Ljbffr

---