Job Description
Love Fitness? Love Customer Service? Ready to Lead from the Front?
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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.
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Why You'll Love Working With Us
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FREE Fitness Cartel gym membership
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Paid day off for your birthday—celebrate on us!
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Discounts across supplements, apparel, café products and Merse Wellness Spa
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Leadership development days and access to our Future Leaders Program
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Genuine career progression within a rapidly growing fitness brand
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Work in a premium club featuring world-class training and wellness facilities
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About the Role
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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.
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This is a hands-on leadership role suited to someone who enjoys developing people, solving problems and creating a welcoming, high-energy club setting.
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Key Responsibilities
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Lead, train and support the Reception Team Leader, Reception team and Kids Cartel team
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Manage escalated member enquiries, complaints, cancellations, retention calls and overdue accounts
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Drive customer service, retail sales and retention KPIs, including daily retail performance tracking
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Oversee reception, retail displays,



stock control and the overall cleanliness and presentation of the club
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Coordinate team rosters and assist with recruitment, trials and onboarding
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Support café operations when required, including preparing coffees and protein shakes
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About You
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At least three years' experience in customer service, operations or team supervision
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Experience leading teams and working within a KPI-driven environment
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Commercially focused, with the drive to achieve retail, retention and service targets
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Confident handling complaints and building rapport with people from all walks of life
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Reliable, proactive and organised, with strong communication and problem-solving skills
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Passionate about health and fitness and excited to represent the Fitness Cartel brand
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Comfortable learning new computer systems and working a flexible in-club roster
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Current First Aid and CPR certificates, or willingness to obtain them
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Full Australian working rights
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Join the Cartel!
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Fitness Cartel Health Clubs is one of Australia's fastest-growing fitness brands, with plans to expand to more than 60 clubs by ****.
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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.
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If you're ready to lead from the front and create electric experiences for our members,

📌 Customer Service Manager - Springwood (Queensland)
🏢 Fitness Cartel Australia & New Zealand
📍 Queensland