Lead Customer Service and Set the Standard at Australia’s Flagship Wellness Destination
TotalFusion Australia is a premier health and wellness brand dedicated to transforming lives through innovative fitness and holistic well-being solutions. Our TotalFusion Platinum (TFP) Newstead location is a a multi-sensory destination combining world-class studios, spa and recovery services, allied health, and rooftop wellness - we are the largest health and wellness precinct in the Southern Hemisphere.
We are are seeking a confident and experienced Customer Service Manager to oversee both the premium member experience at reception and the critical administrative and operational functions that drive it.
This is a high-impact leadership role is a key part in ensuring every interaction, process, and touchpoint reflects the TotalFusion Platinum standard. It’s also an incredible opportunity for growth and long-term career progression within one of Australia’s fastest-growing premium wellness brands.
Your Impact
You will lead the reception and customer service team to deliver polished, high-touch service, while also managing the critical administrative and operational functions that underpin the facility’s performance.
Customer Experience & Service Delivery
- Set and uphold premium service standards across all member touchpoints
- Lead by example through presence, professionalism, and proactive issue resolution
- Coach your team to build meaningful, individual connections with members
- Respond to and manage all member feedback and escalations confidently
Operations & Administration
- Manage all key administrative functions behind the scenes - including contract handling, membership queries, holds, saves, and feedback logs
- Maintain oversight of all front-of-house communication and workflows
- Own reception rostering, coverage, and daily team tasking
- Collaborate with other departments to ensure studio, spa, gym floor, and shared spaces meet cleanliness and service standards
- Support execution of club campaigns, events, and promotional activations
- Lead, train, and hold your team to a high standard in presentation, service, and reliability
- Drive recruitment and onboarding of new team members and ensure they are set up for success
- Deliver regular feedback and performance reviews with a focus on development, accountability and individual goals
- Continuously strategise and review processes, systems and workflows for improvement and elevation
- Build a strong team culture that aligns with the TotalFusion vision and values - 'Creating unrivalled experiences'
About You
- 2+ years in a leadership role within customer service, hospitality, wellness or premium fitness
- Proven ability to manage operational systems and lead a large team effectively under pressure
- Organised, calm, and confident in managing multiple moving parts
- A high level of personal presentation, polish, and pride in service
- Strong communication skills and a genuine passion for people
Why TotalFusion Platinum
- Complimentary membership with access to fitness, wellness, and recovery zones
- Staff discounts across spa services, retail, food and beverage, dog daycare / grooming, and wellness offerings
- Friends & family complimentary membership after 12 months
- Career development and growth opportunities in a rapidly expanding, national brand
- Direct mentorship and collaboration with senior leadership
Ready to Lead from the Front?
If you’re a confident leader who can deliver both premium service and operational precision, this is your opportunity to build your career inside a brand that’s redefining the wellness space.
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Customer Service Manager in Brisbane employer: Total Fusion Newstead
TotalFusion Platinum Newstead is an exceptional employer, offering a unique opportunity to work in one of Australia’s premier wellness destinations. With a commitment to premium service and operational excellence, employees benefit from a supportive leadership team, career-defining experiences, and a high-performance culture that values initiative and innovation. The holistic wellness vision and access to state-of-the-art facilities create an inspiring environment for personal and professional growth.
