Customer Service Manager

Customer Service Manager - Brand NEW Club in Osborne Park

We're bringing the Fitness Cartel experience to Osborne Park This is your chance to be part of something special from the very beginning

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.

The Role :

In this highly important role, you/'ll be responsible for managing the customer service delivery to our members and overseeing the reception team. You will assist members/' enquiries with your heartfelt professional service, providing every person who calls or walks through our doors with a memorable experience with every interaction. This is a diverse role that will have you switching from greeting members personally and managing customer queries over the phone to the management of the reception team, driving KPIs of customer service and retention.

Key Responsibilities:

- Manage overdue accounts, cancellations, and enquiries, meeting the company targets.
- Supervise the Reception team, providing training and ongoing support for new employees.
- Rostering of Reception team, working with the Retail Manager to ensure adequate staff are working at critical times to provide the ultimate customer service.
- Working with the Reception team to meet and exceed customer service targets and other KPIs.
- Utilise the computer and our various software 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 are always neat and tidy, the supplement shelves are well stocked, and the apparel is precisely displayed.
- Follow directions, prioritise and complete tasks in a timely manner.
- Perform other related duties.

What you'll need to succeed :

- 3+ years of previous customer service supervisory experience with excellent communication skills.
- Financially driven with natural drive to achieve individual targets and team goals.
- Experience in a KPI-driven environment.
- Ability to build rapport with people from varied walks of life, and a desire to help people succeed in their goals.
- The ability to solve problems and overcome obstacles.
- Outstanding communication abilities - able to listen, understand, empathise and influence others.
- Customer-focused with a desire to achieve exceptional customer outcomes.
- Ability to be a role model and live by health values and behaviours, while being passionate about the gym brand you work for.
- A "can do" attitude with a thirst for learning and ambition for growth.
- A passion for health and fitness and eagerness to work for the industry.
- Be reliable, proactive, punctual, professional and well-presented.
- Have a strong work ethic.
- Show initiative, be highly motivated and an adaptable team player with the ability to multitask.
- Computer literacy and ability to learn new systems.
- Communicate and uphold policies and procedures of the business to customers and staff.
- Hold current First Aid and CPR certificates (or willing to attain).
- Have flexibility to work hours suitable for the operations of a gym (shift schedules are provided in advance).
- Have Australian working rights.

What we'll offer you in return:

- 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 to 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 offering 24/7 access, cycle studios, reformer Pilates, saunas, cafés, and more.

How to Apply:

Click 'APPLY' to submit your resume and a 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

About us

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.

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