Customer Service Manager

Total Fusion Newstead; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Complimentary membership with access

Staff discounts across spa and beauty

Friends & family complimentary 12+ mos

Career development opportunities

Direct mentorship with senior leaders

Job summary

TotalFusion Newstead is looking for a confident Customer Service Manager to oversee premium member experiences at reception and to drive the administrative and operational functions that power our flagship wellness destination.

You will lead a high-touch team, manage rostering and memberships, resolve member feedback, and collaborate with spa, studios, and gym teams to ensure cleanliness, service standards, and a consistently stellar TotalFusion Platinum experience.

Qualifications

• 2+ years in a leadership role within customer service, hospitality, wellness or premium fitness.
• Ability to manage operational systems and lead a large team under pressure.
• Excellent communication and presentation skills with a passion for people.

Responsibilities

• Lead the reception and customer service team to deliver high-touch service.
• Manage administrative functions behind the scenes: contracts, memberships, holds, saves, and feedback logs.
• Own reception rostering, coverage, and daily team tasking.
• Collaborate with spa, studios, gym, and shared spaces to meet cleanliness and service standards.
• Support execution of club campaigns, events, and promotional activations.
• Lead recruitment, onboarding, and performance reviews with development focus.

Skills

Leadership experience

Customer service excellence

People management

Communication skills

Job 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.

We are 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 is 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
• 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
• 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.