Customer Service Manager (New South Wales)

Overview Customer Service Manager at Virgin Active Bondi Junction. You will report to the Club General Manager and balance leadership across people, commercial, operational, service, and functional pillars. Responsibilities
- Lead, coach, and develop your team through regular feedback, performance conversations and structured development plans.
- Create a positive, inclusive and safe team culture aligned with Virgin Active values.
- Recruit, onboard and retain top talent, managing performance issues promptly, fairly, consistently and in line with policy.
- Drive revenue, retention and key commercial KPIs relevant to your function and support cross‑department collaboration to achieve overall club targets.
- Deliver club systems, processes and brand standards consistently across your department.
- Act as Manager on Duty and First Aid Officer when required, providing calm leadership during incidents.
- Identify performance risks early and take action to prevent disruption.
- Ensure your team delivers warm, welcoming and professional interactions with members.
- Respond effectively to feedback, complaints and service recovery opportunities.
- Role‑model service behaviours and set the tone for the club experience.
- Implement and embed the Virgin Active Host Strategy within the club, translating service principles into consistent daily routines, behaviours and operational execution.
- Provide direct leadership oversight of Reception and Operations Assistant execution, ensuring arrival experience, member support and operational presentation standards are delivered consistently.
- Embed and sustain operational presentation standards across member spaces, including changeroom hygiene, amenity stocking, uniforms, class changeover readiness and gym floor cleanliness, ensuring environments remain consistently member‑ready.
- Track and analyse member feedback via NPS, CSAT and Google reviews, translating metrics, feedback and insight into practical improvements that strengthen day‑to‑day service execution. About you
- 3‑5+ years' experience in customer service, hospitality or member‑facing environments with demonstrated exposure to team leadership and service delivery standards.
- Warm, honest and genuine; lead with authenticity, care and integrity, creating an environment where people feel safe, supported and inspired to give their best.
- Strong communicator who doesn’t shy away from tough conversations, addressing issues early, giving honest feedback and using challenges as opportunities for growth.
- Strategic thinker who understands how the role connects to wider club and business goals, and helps the team understand the purpose behind their work.
- Versatile to work a non‑traditional schedule; hospitality qualifications are an advantage. What we offer you
- Free membership to Virgin Active clubs (and a buddy).
- Discounted personal training.
- Special deals with retail and service partners.
- Flexible work/life balance options.
- Paid parental leave.
- Regular personal and professional development.
- Confidential 24‑hour support via our employee assistance program. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rvsvi