Customer Service Team Leader

**Team Leader - Training Day Gym**

**Location**: Burwood VIC 3125

**About Training Day Gyms**

Training Day Gyms is Australia’s top-rated gym, committed to providing exceptional fitness facilities and outstanding member service. With locations in Burwood, Clayton and Scoresby, we’re known for our strong community, diverse group classes, and state-of-the-art facilities. Our team is passionate about fitness, progress, and people. We work hard to maintain a welcoming, high-quality experience for every member and guest, every day.

**Lead with Purpose. Drive Performance. Grow with Us.**

This is more than a front desk role. As Team Leader, you’ll be the bridge between the team, our members, and management—lifting standards, solving problems, and creating an experience people want to come back for. You’ll take ownership of daily operations, help others thrive, and build momentum in a workplace that values **Kindness, Optimism, Resourcefulness, Growth, Integrity, and Effort**.

**Why Training Day?**
- Have a real say in **how we improve our space and service**:

- Be part of a high performing **tight-knit team** with a strong, supportive culture
- Get **ongoing development** through mentoring and feedback
- Help create a place where members feel like family—and the staff do too
- **Free gym membership**

**Your Mission**

As Team Leader, you’ll be responsible for:

- Supporting team members to **hit KPIs across operations, sales, and customer service**:

- Leading from the front at **reception and front-of-house**:

- Handling **membership and product sales**, ensuring smooth onboarding
- Managing **disputes and member issues**—and owning the outcome
- Overseeing **gym upkeep, stock levels**, and **social media presence**:

- Taking charge of **facility checks, gym tidiness**, and **team meetings**:

- Championing the **member experience** through smiles, solutions, and stories

**KPI Areas You’ll Own**

You’ll be accountable for performance across these key areas (measured weekly/quarterly):

- **Operations**: Refills, equipment checks, gym tidy-ups, and posting 2+ social stories daily
- **Sales & Revenue**: Weekly trials, sales, cancellations, reviews, overdue payments
- **Customer Service**: Greeting standards, phone/DM response, wait times, issue resolution
- **Retention**: Member stories, freebies, NPS score (goal: 60+)
- **Team Presence**: Leading weekly club meetings, topping up supplies, admin
- **Compliance**: Following all internal systems and safety procedures
- **Attitude & Values**: You’ll embody **K.O.R.G.I.E.**, and help others do the same

**About You**

You will succeed in this role if you:

- Has experience in fitness, hospitality, or retail team leadership
- Leads with confidence but serves with humility
- Thrives in a fast-paced, people-first environment
- Can juggle multiple priorities without dropping the (medicine) ball
- Understands how to give great service _and_ coach others to do the same
- Isn’t afraid to get your hands dirty and your steps up

**Essential Qualifications/Certifications**
- HLTAID009- Provide Cardiopulmonary Resuscitation
- HLTAID011- Provide First Aid
- Working with Children Check

**How to Apply**

**Job Types**: Part-time, Casual

Pay: From $30.60 per hour

Expected hours: No less than 20 per week

**Benefits**:

- Employee discount
- Gym membership

Supplementary Pay:

- Performance bonus

Ability to commute/relocate:

- Burwood VIC 3125: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Hospitality: 2 years (preferred)

Work Authorisation:

- Australia (required)

Work Location: In person