Customer Service Manager - Springwood

Fitness Cartel Australia & New Zealand; Springwood; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Free gym membership

Birthday day off

Discounts on supplements

Leadership development days

Career progression

Premium club facilities

Job summary

Fitness Cartel Australia & New Zealand is seeking an energetic Customer Service Manager to lead our front-of-house teams and deliver an exceptional experience to every member. Reporting to the Club General Manager, you'll oversee Reception and Kids Cartel, drive customer service, retail sales and member retention, and ensure club presentation, rostering and onboarding are running smoothly.

This hands-on leadership role rewards proactive problem-solving, people development, and a welcoming,

Qualifications

• At least three years' experience in customer service, operations or team supervision.
• Experience leading teams and working within a KPI-driven environment.
• Commercially focused, with the drive to achieve retail, retention and service targets.
• Confident handling complaints and building rapport with people from all walks of life.
• Reliable, proactive and organised, with strong communication and problem-solving skills.
• Passionate about health and fitness and excited to represent the Fitness Cartel brand.
• Willing to learn new computer systems and work a flexible in-club roster.
• Current First Aid and CPR certificates, or willingness to obtain them.
• Full Australian working rights.

Responsibilities

• Lead, train and support the Reception Team Leader, Reception team and Kids Cartel team.
• Manage escalated member enquiries, complaints, cancellations, retention calls and overdue accounts.
• Drive customer service, retail sales and retention KPIs, including daily retail performance tracking.
• Oversee reception, retail displays, stock control and the overall cleanliness and presentation of the club.
• Coordinate team rosters and assist with recruitment, trials and onboarding.
• Support café operations when required, including preparing coffees and protein shakes.

Skills

Customer service

Team supervision

KPI driven

Retail sales

Complaint handling

Communication skills

Health & fitness

Flexible roster

First Aid/CPR

Tools

POS systems

CRM software

Job description

Love Fitness? Love Customer Service? Ready to Lead from the Front?

We're looking for an energetic and commercially driven Customer Service Manager to lead our front-of-house operations and deliver an exceptional experience to every member who walks through our doors.

Why You'll Love Working With Us

• FREE Fitness Cartel gym membership
• Paid day off for your birthday—celebrate on us!
• Discounts across supplements, apparel, café products and Merse Wellness Spa
• Leadership development days and access to our Future Leaders Program
• Genuine career progression within a rapidly growing fitness brand
• Work in a premium club featuring world-class training and wellness facilities

About the Role

Reporting to the Club General Manager, you'll oversee the day-to-day performance of our Reception and Kids Cartel teams while driving exceptional customer service, retail sales, member retention and club presentation.

This is a hands-on leadership role suited to someone who enjoys developing people, solving problems and creating a welcoming, high-energy club environment.

Key Responsibilities

• Lead, train and support the Reception Team Leader, Reception team and Kids Cartel team
• Manage escalated member enquiries, complaints, cancellations, retention calls and overdue accounts
• Drive customer service, retail sales and retention KPIs, including daily retail performance tracking
• Oversee reception, retail displays, stock control and the overall cleanliness and presentation of the club
• Coordinate team rosters and assist with recruitment, trials and onboarding
• Support café operations when required, including preparing coffees and protein shakes

About You

• At least three years' experience in customer service, operations or team supervision
• Experience leading teams and working within a KPI-driven environment
• Commercially focused, with the drive to achieve retail, retention and service targets
• Confident handling complaints and building rapport with people from all walks of life
• Reliable, proactive and organised, with strong communication and problem-solving skills
• Passionate about health and fitness and excited to represent the Fitness Cartel brand
• Comfortable learning new computer systems and working a flexible in-club roster
• Current First Aid and CPR certificates, or willingness to obtain them
• Full Australian working rights

Join the Cartel!

Fitness Cartel Health Clubs is one of Australia's fastest-growing fitness brands, with plans to expand to more than 60 clubs by 2030.

Our state‑of‑the‑art, 24/7 clubs offer an all‑in‑one fitness and wellness experience, including premium strength and cardio equipment, Cycle Studios, Reformer Pilates, cafés, crèche facilities and saunas.

If you're ready to lead from the front and create electric experiences for our members,

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