Overview
At Fitness Cartel Health Clubs, we're more than a gym - we're an exciting and fast-growing brand with plans to expand to 60+ clubs by 2030. Our state-of-the-art facilities include Cycle Studios and Reformer Pilates to cafés, crèche, and saunas, creating a feel-good environment that motivates, challenges, and inspires. Join the Cartel
The Role
In this vital role, you'll be responsible for managing the customer service delivery to our members and overseeing the reception team. You will assist member enquiries with heartfelt professional service, providing every person who calls Fitness Cartel or walks through our doors with electric experiences with every interaction. This diverse role includes greeting members personally, managing customer queries over the phone, and managing the reception team, driving KPIs of customer service and retention.
Key Responsibilities
* Customer-facing role focused on member engagement at our reception desk through excellent customer service and support to all.
* Manage overdue accounts and assist with member enquiries for accounts.
* Supervise the Reception team, providing training for new employees and ongoing support.
* Work with the Reception team to meet and exceed customer service targets and other KPIs.
* Answer calls, handle queries and support members who provide feedback.
* Utilise the computer and our various software systems to look up member details, create access key tags, process purchases and assist members with booking classes.
* Perform café duties including using a coffee machine and making protein shakes through the management of our shake app.
* Maintain venue cleanliness ensuring the reception / café area is always neat and tidy, the supplement shelves are stocked, and the apparel is accurately displayed.
* Follow directions, prioritise and complete tasks in a timely manner.
* Support our retail sector through selling and discussing our apparel and supplement range with members.
* Support our Club Operations Managers with various duties.
* Perform other related duties.
What you'll need to succeed
* A leader mindset with the ability to inspire, support, and effectively manage a high-performing reception team.
* Financially driven with a natural drive to achieve individual targets and team goals.
* Experience in a KPI-driven environment preferred.
* The ability to solve problems and overcome obstacles.
* Customer-focused with a desire to achieve exceptional customer outcomes.
* A passion for health & fitness and eagerness to work for the industry.
* Be reliable, proactive, punctual, professional and well-presented.
* Have a strong work ethic.
* Computer literacy and ability to learn new systems.
* Communicate and uphold policies and procedures of the business to customers and staff.
* Current First Aid and CPR Certificates (or willingness to acquire).
* Flexibility to work hours suitable for the operations of a gym (shift schedules are provided in advance).
* Australian working rights.
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:
o FREE gym membership to all Fitness Cartel locations.
o Discounts on supplements, apparel, and cafe products.
o Birthday Leave - have your birthday off, and get paid for it
o Access to Merse Wellness Spas at discounted rates.
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 can 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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