Job Description

At TotalFusion, our mission is to create unrivalled experiences in inspiring facilities that empower each individual to reach their full potential. We strive to change minds, move bodies and do things differently, and we achieve this by being an all-inclusive space that encourages balance in all aspects of life.

As Customer Service Manager, you will play a pivotal role in shaping the member experience at Total Fusion. You will lead and oversee the reception team while ensuring exceptional customer service is delivered across all touchpoints.

This role requires a warm, professional approach to supporting member enquiries, creating positive and memorable experiences for everyone who contacts or visits the club. From welcoming members face-to-face and managing phone enquiries, to leading the reception team and driving customer service, retention and performance KPIs, this position offers a dynamic and rewarding blend of leadership and frontline engagement.

Responsibilities:

• Oversee member account management, including follow-ups, cancellations and general enquiries, while achieving agreed business targets.
• Lead the reception team through effective supervision, onboarding, training and ongoing development.
• Drive a high standard of customer service by supporting the team to consistently achieve and exceed service, retention and performance KPIs.
• Manage incoming calls, resolve member enquiries and professionally handle escalations or complaints.
• Ensure the reception and café areas reflect Total Fusion’s premium presentation standards, maintaining cleanliness, stock levels and visual merchandising.
• Effectively prioritise daily tasks, follow operational procedures and meet deadlines in a fast-paced environment.
• Assist with additional operational duties as required to support the broader team and club performance.
• Support & drive the marketing, events and promotional activities across the club.
• Support in developing effective succession planning at all levels within the club

The ideal candidate will demonstrate:

• Demonstrated experience in a customer service leadership or supervisory role, with strong verbal and written communication skills.
• Results-oriented mindset with the ability to drive individual performance while motivating teams to achieve collective targets.
• Proven capability working within performance-driven environments, using KPIs to guide outcomes and continuous improvement.
• Strong interpersonal skills, with the ability to connect with and support members from diverse backgrounds.
• Confident problem-solving skills, with the ability to navigate challenges and deliver effective solutions.
• Highly developed communication skills, including active listening, empathy and the ability to positively influence others.
• Positive, proactive attitude with a strong desire for ongoing development, learning and career progression.