Customer Service / Reception Supervisor - Springwood 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: Are you passionate about delivering exceptional customer service while leading a team to success? As a Customer Service / Reception Supervisor at Fitness Cartel Australia, you will oversee front-of-house operations, customer service delivery, and team leadership. Your compassion and ability to resolve member concerns will help ensure an outstanding experience for every member who walks through our doors.
Key Responsibilities: Customer Service Leadership: Serve as the first point of contact for escalated customer inquiries, complaints, and billing issues, ensuring professional and empathetic resolutions. Drive a customer-centric culture, focusing on member retention and satisfaction. Maintain excellent service standards across all customer touchpoints, including reception and phone queries. Team Supervision & Training: Lead, train, and support the reception team to deliver outstanding customer service and achieve performance KPIs. Assist in recruitment, onboarding, and ongoing development of reception staff. Foster a positive and proactive team environment that aligns with Fitness Cartel's values. Front-of-House Operations: Oversee the reception desk to ensure efficient and professional day-to-day operations. Monitor and manage overdue accounts, cancellations, and general administrative tasks. Assist with inventory management for supplements and apparel, ensuring the retail area is well-stocked and presentable. Support café operations, including preparing beverages like protein shakes and maintaining a clean and welcoming space. Problem Solving & Engagement: Handle member feedback and complaints with empathy and professionalism, ensuring timely resolutions. Engage with members to promote our products, services, and upcoming promotions. Assist with various operational duties as required by the Club Operations Manager. What you'll need to succeed: Experience: 3+ years in a supervisory customer service role. Experience in resolving billing and customer complaints is essential. Communication: Outstanding communication and interpersonal skills, with the ability to empathise while staying professional under pressure. Problem Solving: A natural ability to address issues, provide solutions, and support your team in overcoming challenges. Leadership: Proven experience in supervising and motivating a team to meet and exceed performance goals. Fitness Enthusiasm: Passionate about health and fitness, serving as a positive role model for staff and members. Technical Skills: Computer literacy and confidence in learning new systems (e.g. member databases and booking platforms). Qualifications: Current First Aid & CPR Certificates (or willingness to acquire). 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. Inspiring Facilities: 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!
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