Customer Service Manager

Customer Service Manager - Brand NEW Club in Mackay

Job No: FCHC305

Location: Mackay

Closing Date: 1 Oct 2025 AEST

Join the Cartel

We’re bringing the Fitness Cartel experience to Mackay This is your chance to be part of something special from the very beginning.

At Fitness Cartel Health Clubs, we’re a fast-growing brand with plans to expand to 60+ clubs by 2030. Our facilities include Cycle Studios, Reformer Pilates, cafés, crèche, saunas, and more, creating a space that motivates, challenges, and inspires.

The Role

In this important role, you’ll manage the customer service delivery to our members and oversee the reception team. You will assist members’ inquiries with professional service, delivering positive experiences with every interaction. This diverse role includes greeting members in person, handling customer queries by phone, managing the reception team, driving KPI targets for customer service and retention, and ensuring a high standard of service.

Key Responsibilities

- Manage overdue accounts, cancellations, and inquiries to meet company targets.
- Supervise the Reception team, providing training and ongoing support for new employees.
- Roster the Reception team in collaboration with the Retail Manager to ensure adequate coverage during peak 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 class bookings.
- Maintain venue cleanliness to ensure the reception/café area is neat, the supplement shelves are stocked, and apparel is well displayed.
- Follow directions, prioritise, and complete tasks in a timely manner.
- Perform other related duties as required.

What you’ll need to succeed

- 3+ years of customer service supervisory experience with excellent communication skills.
- Financially driven with a natural drive to achieve individual targets and team goals.
- Experience in a KPI-driven environment.
- Ability to build rapport with people from varied backgrounds and help them achieve their goals.
- Problem-solving ability and resilience.
- Outstanding communication abilities — listening, understanding, empathy, and influence.
- Customer-focused with a desire to achieve exceptional outcomes.
- Ability to be a role model and uphold health values and the gym brand you work for.
- “Can do” attitude, willingness to learn, and ambition for growth.
- Passion for health and fitness and eagerness to work in the industry.
- Reliability, proactivity, punctuality, professionalism, and presentability.
- Strong work ethic, initiative, and adaptability; ability to multitask in a team.
- Computer literacy and ability to learn new systems.
- Ability to communicate and uphold policies and procedures with customers and staff.
- Current First Aid and CPR certificates (or willingness to attain).
- Flexibility to work hours aligned with gym operations (shift schedules provided in advance).
- 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 with pay.
- 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

Apply now

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