Customer Experience Lead

4 days ago


Logan City, Queensland, Australia LifeFlight Australia Limited Full time

Fitness Cartel Australia is more than a gym – it's an exciting and fast-growing brand with ambitious plans to expand from 13 to 60+ clubs by 2029. Our state-of-the-art facilities offer everything from Cycle Studios and Reformer Pilates to cafes, creche, and saunas, creating a feel-good environment that motivates, challenges, and inspires.

The Role

As a 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 your professional service, providing electric experiences at every interaction. This diverse role will have you switching from greeting members personally & managing customer queries over the phone to the management of the reception team, driving KPIs of customer service & retention.

Key Responsibilities:
  • Manage overdue accounts, cancellations & enquiries, meeting company targets.
  • Supervise the Reception team, providing training for new employees & ongoing support.
  • Rostering of Reception team, working with the Retail Manager to ensure adequate staff are working at critical times to provide the ultimate customer service.
  • Work with the Reception team to meet and exceed customer service targets and other KPIs.
  • Answer calls, handling queries & listening to complaints.


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