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 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
