Job Description N Lead Customer Service and Set the Standard at Australia’s Flagship Wellness Destination N n TotalFusion Australia is a premier health and wellness brand dedicated to transforming lives through creative 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. N n We are are seeking aconfident and experienced Customer Service Manager to oversee both the premium member experience at reception and the critical administrative and operational functions that drive it. N n 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. N n Your Impact N 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. N n CustomerExperience & Service Delivery N
- Set and uphold premiumservice standards across all member touchpoints N
- Lead by example through presence, professionalism, and proactive issue resolution N
- Coach your team to build meaningful, individual connections with members N
- Respond to and manage all member feedback and escalations confidently N N Operations &Administration; N
- Manage all key administrative functions behind the scenes – including contract handling, membership queries, holds, saves, and feedback logs N
- Maintain oversight of all front-of-house communication and workflows N
- Own reception rostering, coverage, and daily team tasking N




- Collaborate with otherdepartments to ensure studio, spa, gym floor, and shared spaces meet cleanliness and service standards N
- Support execution of club campaigns, events, and promotional activations N n Team Leadership & Development N
- Lead, train, and hold your team to a high standard in presentation, service, and reliability N
- Drive recruitment and onboarding of new team members and ensure they are set up for success N
- Deliver regular feedback and performance reviews with a focus on development, accountability and individual goals N
- Continuously strategise and review processes, systems and workflows for improvement and elevation N
- Build a strong team culture that aligns with the TotalFusion vision and values – ‘Creating unrivalled experiences’ N N About You N
- 2+ years in a leadership role within customer service, hospitality, wellness or premium fitness N
- Proven ability to manage operational systems and lead a large team effectively under pressure N
- Organised, calm, and confident in managing multiple moving parts N
- A high level of personal presentation, polish, and pride in service N
- Strong communication skills and a genuine passion for people N n Why TotalFusion Platinum N
- Complimentary membership with access to fitness, wellness, and recovery zones N
- Staff discounts acrossspa services, retail, food and beverage, dog daycare / grooming, and wellness offerings N
- Friends & family complimentary membership after 12 months N
- Career development andgrowth opportunities in a rapidly expanding, national brand N
- Direct mentorship and collaboration with senior leadership N n Ready to Lead from the Front? N n 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. N n Apply now with your CV and a short cover letter outlining your leadership style and why you’re the right fit for TotalFusion Platinum. N n

📌 Customer Service Manager (Brisbane)
🏢 Total Fusion Newstead
📍 Brisbane