Customer Service Manager

at Total Fusion Newstead

HOD - Newstead, Queensland 4006, Australia - Full-time

Description

**Lead Customer Service and Set the Standard at Australia’s Flagship Wellness Destination**

TotalFusion Australia is a premier health and wellness brand dedicated to transforming lives through innovative fitness and holistic well-being solutions. Our TotalFusion Platinum (TFP) Newstead location is a a multi-sensory destination combining world-class studios, spa and recovery services, allied health, and rooftop wellness - we are the largest health and wellness precinct in the Southern Hemisphere.

With over 6,000 active members and growing, we are seeking a confident and experienced **Customer Service Manager** to oversee both the premium member experience at reception and the critical administrative and operational functions that drive it.

This is a high-impact leadership role that reports directly to the Head of People and Operations and plays a key part in ensuring every interaction, process, and touchpoint reflects the TotalFusion Platinum standard. It’s also an incredible opportunity for growth and long-term career progression within one of Australia’s fastest-growing premium wellness brands.

**Your Impact**

You will lead the reception and customer service team to deliver polished, high-touch service, while also managing the critical administrative and operational functions that underpin the facility’s performance.

**_Customer Experience & Service Delivery_**
- Set and uphold premium service standards across all member touchpoints
- Lead by example through presence, professionalism, and proactive issue resolution
- Coach your team to build meaningful, individual connections with members
- Respond to and manage all member feedback and escalations confidently

**_ Operations & Administration_**
- Manage all key administrative functions behind the scenes - including contract handling, membership queries, holds, saves, and feedback logs
- Maintain oversight of all front-of-house communication and workflows
- Own reception rostering, coverage, and daily team tasking
- Collaborate with other departments to ensure studio, spa, gym floor, and shared spaces meet cleanliness and service standards
- Support execution of club campaigns, events, and promotional activations

**_ Team Leadership & Development_**
- Lead, train, and hold your team to a high standard in presentation, service, and reliability
- Drive recruitment and onboarding of new team members and ensure they are set up for success
- Deliver regular feedback and performance reviews with a focus on development, accountability and individual goals
- Continuously strategise and review processes, systems and workflows for improvement and elevation
- Build a strong team culture that aligns with the TotalFusion vision and values - **_‘Creating unrivalled experiences’_**

**About You**
- 2+ years in a leadership role within customer service, hospitality, wellness or premium fitness
- Proven ability to manage operational systems and lead a large team effectively under pressure
- Organised, calm, and confident in managing multiple moving parts
- Comfortable working a Tuesday to Saturday roster to ensure high-impact support and leadership
- A high level of personal presentation, polish, and pride in service
- Strong communication skills and a genuine passion for people

**Why TotalFusion Platinum**
- Complimentary membership with access to fitness, wellness, and recovery zones
- Staff discounts across spa services, retail, food and beverage, dog daycare / grooming, and wellness offerings
- Friends & family complimentary membership after 12 months
- Career development and growth opportunities in a rapidly expanding, national brand
- Direct mentorship and collaboration with senior leadership

**Ready to Lead from the Front?**

If you’re a confident leader who can deliver both premium service and operational precision, this is your opportunity to build your career inside a brand that’s redefining the wellness space.

Role Type

On-site - Permanent - Full-time - HOD

Company Overview

Are you passionate about fitness, sales, allied health, wellness, beauty therapy, dog grooming, hospitality, customer service, or leadership? At TotalFusion, we are dedicated to creating an intentional environment so you thrive in your career. Our uniquely diverse workforce prioritises the progression, development, and culture of our people and teams. At TotalFusion, career growth is at the core of our mission. Explore current job openings and elevate your career with TotalFusion.