Overview
Customer Service Manager at Virgin Active Bondi Junction. You will report to the Club General Manager and balance leadership across people, commercial, operational, service, and functional pillars.
Responsibilities
* Lead, coach, and develop your team through regular feedback, performance conversations and structured development plans.
* Create a positive, inclusive and safe team culture aligned with Virgin Active values.
* Recruit, onboard and retain top talent, managing performance issues promptly, fairly, consistently and in line with policy.
* Drive revenue, retention and key commercial KPIs relevant to your function and support cross‐department collaboration to achieve overall club targets.
* Deliver club systems, processes and brand standards consistently across your department.
* Act as Manager on Duty and First Aid Officer when required, providing calm leadership during incidents.
* Identify performance risks early and take action to prevent disruption.
* Ensure your team delivers warm, welcoming and professional interactions with members.
* Respond effectively to feedback, complaints and service recovery opportunities.
* Role‐model service behaviours and set the tone for the club experience.
* Implement and embed the Virgin Active Host Strategy within the club, translating service principles into consistent daily routines, behaviours and operational execution.
* Provide direct leadership oversight of Reception and Operations Assistant execution, ensuring arrival experience, member support and operational presentation standards are delivered consistently.
* Embed and sustain operational presentation standards across member spaces, including changeroom hygiene, amenity stocking, uniforms, class changeover readiness and gym floor cleanliness, ensuring environments remain consistently member‐ready.
* Track and analyse member feedback via NPS, CSAT and Google reviews, translating metrics, feedback and insight into practical improvements that strengthen day‐to‐day service execution.
About you
* 3‐5+ years' experience in customer service, hospitality or member‐facing environments with demonstrated exposure to team leadership and service delivery standards.
* Warm, honest and genuine; lead with authenticity, care and integrity, creating an environment where people feel safe, supported and inspired to give their best.
* Strong communicator who doesn't shy away from tough conversations, addressing issues early, giving honest feedback and using challenges as opportunities for growth.
* Strategic thinker who understands how the role connects to wider club and business goals, and helps the team understand the purpose behind their work.
* Flexible to work a non‐traditional schedule; hospitality qualifications are an advantage.
What we offer you
* Free membership to Virgin Active clubs (and a buddy).
* Discounted personal training.
* Special deals with retail and service partners.
* Flexible work/life balance options.
* Paid parental leave.
* Regular personal and professional development.
* Confidential 24‐hour support via our employee assistance program.
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