Customer Services Manager - Oxley

Job Description

Add expected salary to your profile for insights At Fitness Cartel Australia, we’re more than a gym – we’re an exciting and fast-growing brand with plans to expand from 13 to 60+ clubs by 2029. Our state-of-the-art facilities include everything from Cycle Studios and Reformer Pilates to cafes, creche, 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 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. Key Responsibilities: Manage overdue accounts, 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. 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 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 with 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. 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. 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. 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 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! #J-18808-Ljbffr