World Gym Mt Gravatt is currently seeking an energetic, motivated, and customer focussed professional to take on the role of Customer Service Manager!
As Customer Service Manager, you’ll be responsible for managing the customer service delivery to our members & overseeing the reception team. You’ll be assisting our members with enquiries and account management, ensuring every interaction leaves them feeling valued and supported. This is a multifaceted role switching between greeting members personally, to handling phone and email enquiries, and managing the reception team ensuring key targets relating to customer service and retention are being met.

About the Role:

• Manage overdue accounts, cancellation requests and enquiries.
• Oversee and supervise the reception team, providing ongoing training and support.
• Create and manage rosters, to ensure optimal staffing during peak times for exceptional customer service.
• Work collaboratively with the Reception team to meet and exceed customer service targets and other KPIs.
• Answer incoming calls, respond to member queries, and handle complaints in a professional and timely manner.
• Utilise computer systems and club software to look up member details, create access key tags, process purchases, and assist with class bookings.
• Perform duties in the Barbell Cafe, including using the coffee machine and preparing protein shakes.
• Maintain venue presentation by ensuring the reception and café areas are tidy, supplement shelves are well stocked, and apparel displays are neat and inviting.
• Follow directions, prioritise workloads, and complete tasks within required timeframes.
• Perform other duties as required to support the smooth operation of the club.

About you:

• Experience in a customer service supervisory role, with proven ability to lead and motivate a team.
• Motivated to achieve both individual targets and team goals in a KPI-focused environment.
• Strong ability to build rapport with people, with a genuine desire to help others.
• Skilled in problem solving and overcoming obstacles with a proactive, solution-focused approach.
• Outstanding communication skills – able to listen attentively, understand needs, empathise, and positively influence others.
• Highly customer focused, with a commitment to delivering exceptional service and outcomes.
• Positive “can-do” attitude with a desire for personal growth and continuous improvement.
• Reliable, proactive, punctual, professional, and well-presented.
• Demonstrates initiative, high motivation, and adaptability as a collaborative team player.
• Competent with computers and confident in learning new software and systems quickly. Experience using DebitSuccess, Clubware and GymSales is highly regarded, but not essential.
• Able to communicate and uphold business policies and procedures to both customers and staff.
• Holds current First Aid & CPR Certificates or willing to attain.

Apply now with your resume and cover letter and let us know what makes you want to world for World Gym and what you bring to the team!
Job Type: Full-time
Pay: $60,000.00 – $70,000.00 per year

Benefits:

• Employee discount
• Gym membership

Experience:

• Customer service: 1 year (Required)
• Management: 1 year (Preferred)

Work Authorisation:

• Australia (Preferred)

Work Location: In perso

• Manage overdue accounts, cancellation requests and enquiries.
• Oversee and supervise the reception team, providing ongoing training and support.
• Create and manage rosters, to ensure optimal staffing during peak times for exceptional customer service.
• Work collaboratively with the Reception team to meet and exceed customer service targets and other KPIs.
• Answer incoming calls, respond to member queries, and handle complaints in a professional and timely manner.
• Utilise computer systems and club software to look up member details, create access key tags, process purchases, and assist with class bookings.
• Perform duties in the Barbell Cafe, including using the coffee machine and preparing protein shakes.
• Maintain venue presentation by ensuring the reception and café areas are tidy, supplement shelves are well stocked, and apparel displays are neat and inviting.
• Follow directions, prioritise workloads, and complete tasks within required timeframes.
• Perform other duties as required to support the smooth operation of the club