Customer Service Manager

• Brand NEW Virginia Mega Club - opening soon!
• Rapidly growing gym network - be a part of the Fitness Industry's most exciting Brand!
• A wide range of benefits including a FREE gym membership & Increased earning potential with Commission.

Join the Cartel!

At Fitness Cartel Australia, our vision is to provide a comfortable, feel-good environment which challenges, motivates & inspires results! We do this by providing the best facilities, Customer Service & atmosphere in the industry, focusing on offering the best workout experience. 

Are you looking for more than a boring desk job? Do you want a varied role which challenges you but allows you to learn & grow? Do you have a passion for fitness & want to work for a growing organisation? If yes, then this is the role for you!

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 member's enquiries with your heartfelt professional service, providing every person that calls a Fitness Cartel or walks through our doors, with electric experiences at 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.

In this role you will be required to:

• Manage Overdues, cancellations & enquiries, meeting the 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.
• Working with the Reception team to meet and exceed Customer Service targets and other KPI's.
• Answer calls, handling queries & listening to complaints.
• Utilise the computer & our various software systems to look up member details, create access key tags, process purchases & assist members with booking classes.
• 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 stocked sufficiently, the apparel is precisely displayed.
• Follow directions, prioritize & complete tasks in a timely manner.
• Perform other related duties.

What we’ll offer you in return:  

• A culture of Performance and People – this is our passion . 
• Be a part of the Fitness Industry's most exciting Brand. 
• Further career progression opportunities with Fitness Cartel Health Clubs’ rapid expansion.
• FREE gym membership.  
• Ongoing training and support to develop your people leadership and sales skills via our Future Leaders program.  

What you’ll need to succeed:

• 3+ Years Previous Customer Service Supervisory experience with excellent communication skills.
• Financially driven with natural drive to achieve individual targets and team goals. 
• Experience in a KPI driven environment.
• Ability to build rapport with people from varied walks of life with a desire to help people succeed in their goals.
• The ability to solve problems and overcome obstacles.
• Outstanding communication abilities - able to listen, understand, empathise and influence others. 
• Customer-focused with a desire to achieve exceptional customer outcomes. 
• Ability to be a role model and live by healthy 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.
• Be highly motivated & an adaptable team player with the ability to multitask and show initiative.
• Computer literacy & ability to learn new systems.
• Communicate & uphold, policies & procedures of the business to customers and staff.
• Current First Aid & CPR Certificates (if not holding, would be willing to acquire).
• Have flexibility to work hours suitable for the operations of a gym (Shift schedules are provided in advance).
• Have Australian working rights.

We currently have 10 locations, & our goal is to have more than 60 clubs by 2029! We have more than 30,000 members, are opening six to eight clubs per year, AND are about to launch two NEW brands. We are so much more than a gym. Our clubs offer exceptional facilities which include 24/7 Access, Cycle Studios, Group Fitness, Functional Training areas, Reformer Pilates, Comfort Training Zone, top-of-the-range strength & cardio equipment, Outdoor Training, Crèche, Sauna, Café, Supplement shop & more…

If you are excited by the opportunity to join our amazing brand – then apply now!

How to apply:

All applications are to be submitted online – click ‘APPLY’ & submit your Resume & a Cover Letter outlining why you want to work for us & what you can bring to the team. 

We will be reviewing applications as they are received so don’t wait, apply today!  Please note only candidates that meet our client’s selection criteria will be contacted.