Customer Care Call Centre Manager - Aspley / Virginia

Customer Care Call Centre Manager - Aspley / Virginia

At Fitness Cartel Australia, we’re more than a gym – we’re an exciting and fast-growing brand with plans to expand to 60+ clubs by 2030. Our state-of-the-art facilities include everything from Cycle Studios and Reformer Pilates to cafés, crèche, and saunas, creating a feel-good environment that motivates, challenges, and inspires.

The Role :

As the Centralised Customer Care Manager, you will lead a high-performing team responsible for member retention, customer service, cancellations, and debt recovery. You’ll oversee day-to-day operations of the call centre, manage escalated enquiries, and ensure timely collection of overdue payments through strategic leadership and exceptional service. This role includes training and onboarding new Club Operations Managers, developing company policies, and maintaining a positive team environment focused on achieving performance targets and continuous improvement.

Key Responsibilities :

• Lead, mentor and manage the Customer Care team, ensuring efficient handling of cancellations, overdue accounts and member enquiries.
• Set clear objectives and KPIs for retention, collections, and team performance, monitoring and supporting daily targets.
• Develop and implement strategies to improve member retention, reduce cancellations and minimise overdue balances.
• Oversee membership billing, debt recovery, and reporting, analysing trends to drive process improvement.
• Manage escalated account enquiries and support outreach campaigns during peak periods or team absences.
• Ensure timely and professional communication with members across platforms (phone, email, SMS).
• Handle customer feedback via Google Reviews and implement initiatives to improve overall club ratings.
• Facilitate onboarding and ongoing training for Club Operations Managers and Customer Care staff, with a focus on retention and service excellence.
• Design and deliver training sessions and materials, including the rollout of new policies and procedures.
• Collaborate with Head Office to ensure compliance, consistent service delivery, and continuous improvement.

What you’ll need to succeed :

What we’ll offer you in return :

How to Apply :

Click ‘APPLY’ to submit your resume and a cover letter explaining why you want to work with Fitness Cartel and what you can bring to our team. Applications will be reviewed as received, so don’t wait—apply today!

Note : Only candidates meeting our selection criteria will be contacted. No agencies please!

About us

Fitness Cartel, where our relentless pursuit to be the best version of yourself isn't just amotto—it's a way of life. With an ambitious expansion plan to open 60 health clubs by 2029,we're ona mission to provide the best facilities, customer service, and atmosphere in the industry. Ourclubs offer a vast range of services, including Reformer Pilates, a comprehensive weight zone, adedicated cardio zone, and cycle studios, ensuring a holistic fitness experience. We cater to adiverse community, from fitness enthusiasts to families, offering child-minding services tosupportparents on their fitness journey. Whether you're a fitness professional looking to advance yourcareer or someone passionate about starting their fitness journey, Fitness Cartel welcomes youto bepart of our growing family.

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