Customer Service Manager

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 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

& 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 electric experiences with every interaction.

This is a diverse role that will have you switching from

greeting members

personally &

managing customer queries over the

phone to

the

management of the reception

team, driving

KPI's of customer service & retention

.

Key Responsibilities:

• Manage o

verdue accounts

, cancellations & enquiries, meeting the company targets.

• Supervise the

Reception team

, providing training & 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 KPI's

.

• Answering calls, handling queries & managing complaints

.

• Utilise

the computer & our various

software systems to look up member details, create access key tags, process purchases

&

assist members with booking class

es

.

• Working with

the

Reception

team to meet and exceed

customer service

targets and other KPI's

.

• Perform café duties including using a coffee machine & making protein shakes.

• Maintain venue cleanliness ensuring the reception/café area are always neat & tidy, the supplement shelves are well stocked, and the apparel is precisely displayed.

• Follow directions, prioritise & complete tasks in a timely manner.

• Perform other related duties.

***What

you'll

need to succeed

:***

• 3+ years previous customer service supervisory experience with excellent communication skills.

• Financially driven with natural drive to achieve individuals 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 list, 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 & ambition for growth.

• A passion for health & fitness & eagerness to work for the industry.

• Be reliable, proactive, punctual, professional & well-presented.

• Have a strong work ethic.

• Show initiative, be highly motivated & an adaptable team player with the ability to multitask.

• Computer literacy & ability to learn new systems.

• Communicate & uphold, policies & procedures of the business to customers and staff.

• Hold current First Aid & 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.

• Perks:

• FREE gym membership to all Fitness Cartel locations.

• Discounts on supplements, apparel, and café products.

• 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