Lead Customer Service and Set the Standard at Australia's Flagship Wellness Destination
TotalFusion 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 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 Impact
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.
Customer Experience & Service Delivery
Set and uphold premium service standards across all member touchpoints
Lead by example through presence, professionalism, and proactive issue resolution
Coach your team to build meaningful, individual connections with members
Respond to and manage all member feedback and escalations confidently
Operations & Administration
Manage all key administrative functions behind the scenes - including contract handling, membership queries, holds, saves, and feedback logs
Maintain oversight of all front-of-house communication and workflows
Own reception rostering,



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

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