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 everything from Cycle Studios and Reformer Pilates to cafés, crèche, and saunas, creating a feel-good environment that motivates, challenges, and inspires.

The Role:

In this highly important role, you'll be responsible for managing the customer service delivery to our members & overseeing the reception team. You will assist members enquiries with your heartfelt professional service, providing every person who calls or walks through our doors, with electric experiences with every interaction. This is a diverse role that will have you switching from greeting members personally & managing customer queries over the phone to the management of the reception team, driving KPI’s of customer service & retention. This is a full-time position at our Maroochydore Club.

Key Responsibilities: 

• Manage overdue accounts, cancellations & enquiries, meeting the company targets.
• Supervise the Reception team, providing training & ongoing support for new employees. 
• Rostering of Reception team, working with the Retail Manager to ensure adequate staff are working at critical times to provide the ultimate customer service. 
• Working with the Reception team to meet and exceed customer service targets and other KPI's.
• Answering calls, handling queries & managing complaints.
• Utilise the computer & our various software systems to look up member details, create access key tags, process purchases & assist members with booking classes. 
• Working with the Reception team to meet and exceed customer service targets and other KPI's.
• Perform café duties including using a coffee machine & making protein shakes.
• Maintain venue cleanliness ensuring the reception/café area are always neat & tidy, the supplement shelves are well stocked, and the apparel is precisely displayed.
• Follow directions, prioritise & complete tasks in a timely manner.
• Perform other related duties. 

What you’ll need to succeed: 

• 3+ years’ customer service supervisory experience with outstanding communication skills and the ability to listen, understand, empathise, and influence others.
• Financially driven and KPI-focused, with a proven ability to achieve individual targets while leading teams toward shared goals in performance environments.
• Customer-first mindset with strong rapport-building skills across diverse audiences and a genuine desire to help people succeed.
• Strong problem-solving ability with initiative, adaptability, multitasking skills, and a proactive, solutions-focused approach.
• Professional role model who lives and breathes health, fitness, and positive behaviours, demonstrating passion for the gym brand and industry.
• Reliable, punctual, and well-presented with a strong work ethic, “can-do” attitude, ambition for growth, and eagerness to learn.
• Operationally capable, including computer literacy, learning new systems quickly, and confidently communicating and upholding company policies and procedures.
• Role requirements: Current First Aid & CPR (or willingness to obtain), flexible availability to suit gym operations, and full 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:
• FREE gym membership to all Fitness Cartel locations.
• Discounts on supplements, apparel, and café products.
• Access to Merse Wellness Spas at discounted rates.
• Birthday Leave - have your birthday off, and get paid for it!
• 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 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!