Lead Customer Service and Set the Standard at Australia's Flagship Wellness DestinationTotalFusion Australia is a premier health and wellness brand dedicated to transforming lives through innovative 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.We are seeking a confident and experienced Customer Service Manager to oversee both the premium member experience at reception and the critical administrative and operational functions that drive it.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.Your ImpactYou 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.Customer Experience & Service DeliverySet and uphold premium service standards across all member touchpointsLead by example through presence, professionalism, and proactive issue resolutionCoach your team to build meaningful, individual connections with membersRespond to and manage all member feedback and escalations confidentlyOperations & AdministrationManage all key administrative functions behind the scenes - including contract handling, membership queries, holds, saves, and feedback logsMaintain oversight of all front-of-house communication and workflowsOwn reception rostering,



coverage, and daily team taskingCollaborate with other departments to ensure studio, spa, gym floor, and shared spaces meet cleanliness and service standardsSupport execution of club campaigns, events, and promotional activationsLead, train, and hold your team to a high standard in presentation, service, and reliabilityDrive recruitment and onboarding of new team members and ensure they are set up for successDeliver regular feedback and performance reviews with a focus on development, accountability and individual goalsContinuously strategise and review processes, systems and workflows for improvement and elevationBuild a strong team culture that aligns with the TotalFusion vision and values – 'Creating unrivalled experiences'About You2+ years in a leadership role within customer service, hospitality, wellness or premium fitnessProven ability to manage operational systems and lead a large team effectively under pressureOrganised, calm, and confident in managing multiple moving partsA high level of personal presentation, polish, and pride in serviceStrong communication skills and a genuine passion for peopleWhy TotalFusion PlatinumComplimentary membership with access to fitness, wellness, and recovery zonesStaff discounts across spa services, retail, food and beverage, dog daycare / grooming, and wellness offeringsFriends & family complimentary membership after 12 monthsCareer development and growth opportunities in a rapidly expanding, national brandDirect mentorship and collaboration with senior leadershipReady to Lead from the Front?
If you're a confident leader who can deliver both premium service and operational precision, this is your chance to build your career inside a brand that's redefining the wellness space.
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📌 Customer Service Manager (Brisbane)
🏢 Total Fusion Newstead
📍 Brisbane