_{10th October, 2025}

Position Title: Customer Service Manager
Employment Type: Full-Time
Location: Paddington, NSW
Reports to: General Manager
Ordinary Hours of Work: 38 hours per week, Monday to Friday (occasional weekend work as required)

Position Overview
We are seeking an experienced, people-focused Customer Service Manager to lead the front-of-house function at our vibrant Paddington-based fitness studio. This is a dynamic, full-time role that combines leadership, operations, and customer experience in a fast-paced, community-driven environment.
As the first point of contact for hundreds of members daily, you will be responsible for managing a small reception team, overseeing day-to-day operations, enhancing member engagement, and contributing to broader studio goals as part of the Heads of Department team.
This role requires a balance of hospitality, operational excellence, and empathetic leadership, with performance metrics linked to class attendance, member engagement, and cancellations.
Key Responsibilities 1. Front-of-House & Member Experience

• Deliver a professional, welcoming experience to all members and guests
• Personally greet up to 200 clients each morning, with strong name and background recall
• Onboard new clients with studio tours and class guidance
• Handle all reception tasks including bookings, check-ins, payments, and account updates
• Manage guest bookings and profile creation
• Maintain reception cleanliness, orderliness, and "world-class" presentation
• Create music playlists suited to class energy
• Ensure studio readiness across lighting, air-con, towel supply, spin shoe storage, and security
• Confidently manage ad hoc challenges, including children and pets at reception

2. Leadership & Team Management

• Lead and manage a small casual reception team, including training and mentoring
• Build and maintain the monthly reception roster to ensure seamless operations
• Set service expectations, provide feedback, and support performance development
• Represent the front desk team in HOD meetings and collaborative initiatives
• Support the studio with private or group sessions as needed (if qualified)

3. Operations & Systems

• Own and maintain front desk systems and daily workflows
• Support team members across departments with general studio operations
• Troubleshoot technical or procedural issues, including after-hours communication
• Maintain accuracy in client and trainer records using Mindbody Online (MBO)
• Process trainer appointments and ensure payment accuracy when client accounts are incomplete

4. Accounts & Client Management

• Be the point of contact for client account and payment queries
• Manage the full membership cancellation process empathetically and efficiently
• Maintain an overdue rate of <1% by following up on declined payments
• Report on key metrics weekly: cancellations, suspensions, payment issues
• Reactivate client accounts and follow up on inactive PT packs or suspensions
• Resolve client complaints and issues with professionalism and care

5. Sales & Retention

• Assist in lead management, membership sales, and conversion
• Educate members on the right membership plans and benefits
• Support the Sales Manager in achieving monthly KPIs
• Actively contribute to retention strategies and maintain strong member relationships

6. Logistics, Inventory & Admin

• Manage reception inventory including hygiene supplies, towels, and admin tools
• Oversee towel logistics (ordering, deliveries, stock)
• Respond promptly to missed calls, voicemails, and texts
• Ensure that administrative tasks are completed accurately and on time

Required Skills & Attributes

• Proven experience in customer service and team leadership
• Highly organised, with strong attention to detail
• Excellent communication skills, both written and verbal
• Calm and solutions-focused approach to conflict and problem solving
• Experience using booking/membership software (e.g. Mindbody Online) preferred
• Passion for health, wellness, and creating exceptional member experiences
• Flexibility to occasionally work weekends or outside rostered hours

KPIs & Performance Areas

• Class attendance metrics
• Member engagement and satisfaction
• Cancellation rate and membership retention
• Front desk team performance
• Contribution to wider HOD initiatives

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