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.
With over 6,000 active members and growing, we 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 that reports directly to the Head of People and Operations and plays 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
Team Leadership & Development
• 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
• Comfortable working a Tuesday to Saturday roster to ensure high-impact support and leadership
• 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.
Apply now with your CV and a short cover letter outlining your leadership style and why you’re the right fit for TotalFusion Platinum.
