Customer Service & Member Care Officer

World Gym; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Staff membership

Performance bonuses

Impactful role

Team environment

Career growth

Three-location role

Job summary

World Gym Chullora, Penrith and Melrose Park seeks a dedicated Customer Service & Member Care Officer to deliver exceptional service and actively manage member accounts across three clubs. You will handle overdue payments, cancellations and inquiries, aiming to retain members and enhance the overall experience.

You will engage with members, communicate clearly, and collaborate with club management to support a welcoming, solution-driven culture across all locations.

Qualifications

• Experienced in customer service, account management, collections or a similar role.
• Confident speaking with customers about overdue payments and sensitive account matters.
• Strong communicator who can build rapport quickly.
• Comfortable making outbound calls and following up consistently.
• Highly organised and able to manage multiple priorities across three locations.
• Solutions-focused, resilient and able to handle challenging conversations professionally.
• Commercially minded with a strong focus on recovery and retention outcomes.
• Confident using CRM systems, membership software and Microsoft Office.
• Able to travel between Chullora, Penrith and Melrose Park as required.

Responsibilities

• Act as a key contact for members across three World Gym locations.
• Respond to member enquiries professionally and promptly.
• Resolve member concerns with empathy and a solutions-focused approach.
• Build strong relationships with members to provide a consistently positive experience.
• Proactively contact members regarding overdue accounts and outstanding payments.
• Work with members to establish suitable payment solutions and bring accounts up to date.
• Follow up outstanding accounts consistently and maintain records of communications.
• Identify members at risk of cancelling and engage to improve their experience.
• Manage membership cancellations and changes professionally and efficiently.
• Contribute to improving overall member retention across all three clubs.

Skills

Customer service

Account management

Collections

Retention

CRM systems

Microsoft Office

Outbound calls

Multi-site coordination

Tools

CRM systems

Membership software

Microsoft Office

Job description

Customer Service & Member Care Officer - World Gym Chullora, Penrith & Melrose Park

Why World Gym?

At World Gym Australia, we're built differently.

Since launching in Australia in 2008, World Gym Australia has grown into a nationally recognised fitness brand built around strength, community, performance, and exceptional member experiences. Our clubs are energetic, welcoming environments where members come to train, connect and achieve their goals.

World Gym Chullora, Penrith and Melrose Park are looking for a highly motivated Customer Service & Member Care Officer to support all 3 locations.

The Role

This is a full-time, multi-site position responsible for delivering exceptional customer service while proactively managing member accounts, overdue payments, cancellations, retention and member enquiries across all three clubs.

The successful candidate will be confident communicating with members, comfortable having conversations around outstanding payments and cancellations, and passionate about finding solutions that help retain members and deliver a positive experience.

This is a hands-on role suited to someone who enjoys working with people, is commercially driven and takes ownership of member outcomes.

Key Responsibilities

Member Customer Service

• Act as a key point of contact for members across World Gym Chullora, Penrith and Melrose Park.
• Respond to member enquiries professionally and promptly.
• Resolve member concerns and complaints with empathy, confidence and a solutions-focused approach.
• Build strong relationships with members and provide a consistently positive experience.

Debt Recovery & Payment Management

• Proactively contact members regarding overdue accounts and outstanding payments.
• Work with members to establish suitable payment solutions and bring accounts up to date.
• Follow up outstanding accounts consistently and professionally.
• Maintain accurate records of member communications and payment arrangements.
• Work towards agreed recovery and collection targets.

Member Retention

• Identify members who may be at risk of cancelling and proactively engage with them.
• Understand member concerns and identify appropriate solutions to improve their experience.
• Conduct retention conversations and implement strategies to reduce membership cancellations.
• Re-engage inactive or disengaged members where appropriate.
• Contribute to improving overall member retention across all three clubs.

Cancellations & Membership Changes

• Manage membership cancellation enquiries in accordance with company policies and procedures.
• Explore appropriate retention opportunities before cancellation where applicable.
• Process membership changes accurately and efficiently.
• Ensure members receive clear and professional communication throughout the process.

Member Experience

• Identify recurring member issues and recommend improvements to the customer experience.
• Work closely with club management and staff to ensure member concerns are communicated and resolved.
• Help create a professional, welcoming and customer-focused culture across all three locations.

What We're Looking For

We're looking for someone who is:

• Experienced in customer service, account management, collections, retention or a similar role.
• Confident speaking with customers about overdue payments and sensitive account matters.
• A strong communicator who can build rapport quickly.
• Comfortable making outbound calls and following up consistently.
• Highly organised and able to manage multiple priorities across three locations.
• Solutions-focused, resilient and able to handle challenging conversations professionally.
• Commercially minded, with a strong focus on achieving recovery and retention outcomes.
• Confident using CRM systems, membership software and Microsoft Office.
• Comfortable working independently and taking ownership of their results.
• Passionate about customer service and ideally has an interest in the fitness industry.
• Able to travel between Chullora, Penrith and Melrose Park as required.

What We Offer

• Full-time position across three World Gym locations
• Staff World Gym membership
• Performance-based earning opportunities
• Opportunity to make a genuine impact on member retention and club performance
• Supportive and energetic team environment
• Career growth opportunities within World Gym

Ready to Make an Impact?

If you're a confident customer service professional who enjoys working with people, solving problems and achieving results, we'd love to hear from you.

This is an opportunity to take ownership of the member care, recovery and retention function across three World Gym locations and play an important role in delivering an outstanding member experience.