Australian-owned, Award-winning, and ASX listed, Viva Leisure are Australia’s second-largest and fastest-growing operator of health and fitness experiences and facilities. Viva Leisure operates in all segments of health and fitness and our range of offerings includes big-box health clubs, express gyms, high-intensity group training studios, pilates, yoga, aquatics, women's only facilities, personal training and more.
As the Member Assist Team Manager, you'll lead and develop a high-performing customer service team while driving operational excellence, continuous improvement, and consistent service standards across the business. Balancing strategic leadership with hands-on support, you'll enhance the member journey, resolve complex enquiries, and ensure every interaction reflects Viva Leisure's commitment to delivering exceptional member experiences. This is an exciting opportunity to make a genuine impact within an Australian-owned, ASX-listed organisation that's passionate about connecting health and wellness to more people every day.
This is a fixed-term opportunity for 12 months based at our Sydney Head Office in Beaconsfield.
- Lead, coach and develop a high-performing Member Assist team, fostering a positive, customer-focused culture.
- Drive exceptional member experiences by ensuring timely, professional resolution of enquiries across phone, email, live chat, social media and other digital channels.
- Monitor team performance against service KPIs, using insights and reporting to improve service delivery and operational efficiency.
- Manage team recruitment, onboarding, training, rostering and payroll to ensure the team is well-supported and appropriately resourced.
- Handle complex member enquiries and escalations, delivering fair, empathetic and commercially balanced outcomes.
- Champion continuous improvement by reviewing processes, maintaining documentation and implementing initiatives that enhance the member experience.
- Build strong relationships with clubs and Head Office teams, collaborating across the business to support members and respond to operational needs.
- Lead member communication and engagement initiatives, including outbound campaigns, service updates and member feedback programs.
We are looking for someone with:
- Demonstrated leadership experience within customer service environments, ideally within the fitness or broader health and leisure industry.
- Demonstrated people management capabilities, including the ability to effectively navigate and resolve conflicts within a team environment.
- Strong skills in system administration, with experience managing member management platforms and ensuring accurate, secure, and efficient data handling.
- Experience working in a call centre environment, with the ability to manage high-volume enquiries while maintaining high standards of customer service and professionalism
- Proficient in Microsoft Office applications, including strong working knowledge of Word and Excel.
- Well-developed analytical skills, with the ability to interpret data, identify trends and translate insights into actionable improvements.
- Proven ability to develop processes, procedures, training materials and supporting documentation that enhance operational efficiency and drive continuous improvement.
At Viva Leisure, we believe our people are our greatest strength. That's why we offer a range of benefits designed to support your health, wellbeing, career development and work-life balance.
As part of the team, you'll enjoy:
- Free fitness membership for you and a plus one across our network.
- Flexible work arrangements to help you achieve a healthy work-life balance.
- Access to Flare Benefits, including everyday discounts with leading brands, discounted health insurance, utility savings, and novated leasing options for eligible employees.
- Paid parental leave.
- Access to a Virtual Medical Practice, providing GP consultations, dietitian support, psychology services and health coaching.
- Ongoing learning and development opportunities to help you grow your career.
- Modern office facilities, with complimentary meals, snacks and drinks available at selected locations.
With one of Australia's largest and most diverse fitness and wellness portfolios, you'll have access to countless career pathways across our brands and corporate teams, giving you the opportunity to build a long-term career with Viva.
Above all, we're committed to creating a diverse, inclusive and supportive workplace where everyone feels valued, respected and empowered to be themselves. We invest in our people, encourage continuous learning, and create opportunities for our team to develop, grow and thrive - because our goal is to make Viva the best place to work.
At Viva Leisure, our mission is simple: to connect health and wellness to as many people as possible through our awesome, affordable, and accessible facilities. Our vision is to be the number one in the industry — benefitting our members, shareholders, franchisees, communities, and employees alike.
As an Australian-owned and ASX-listed company, we offer a diverse range of health and fitness solutions, including big-box health clubs, express gyms, high-intensity group training studios, Pilates, yoga, aquatics, women’s-only facilities, personal training, and more. Established in 2004, our key brands include Club Lime, hiit republic, Plus Fitness, GROUNDUP, and Rebalance. With over 300 facilities across Australia and internationally, including corporate-owned and franchised sites, we’re proud to serve diverse communities.
In 2020, Viva Leisure acquired Chain Collective Group to expand our fitness franchise brands both domestically and internationally. Chain Collective now operates as the franchising arm of Viva Leisure, proudly holding Plus Fitness as its flagship franchised brand — paving the way for the continued growth and success of multiple fitness concepts across Australia and beyond.
In 2024, Viva Leisure acquired a 34% stake in Boutique Fitness Studios (BFS), the master franchisee for leading global brands including Club Pilates, Rumble Boxing, StretchLab, and CycleBar. This partnership marks an exciting new chapter as Viva’s Rebalance Pilates & Yoga studios transition to Club Pilates, uniting local expertise with world-class brand standards to deliver a premium member experience. That same year, Viva Leisure also acquired a 25% equity stake in World Gym Australia, along with three corporate-owned World Gym locations in Queensland — Stafford, Coomera, and Underwood — further strengthening our presence in the premium fitness sector.
ACKNOWLEDGEMENT
Viva Leisure acknowledges and pays respects to the Traditional Owners of Country throughout Australia, including Elders past and present. We are committed to protecting children, young, and vulnerable people from harm, and the successful candidate/s will be required to hold and maintain an appropriate clearance to work with Children. Please note that Viva reserves the right to pull the advert before the end date if a suitable applicant is found before the close date. Additionally, Viva is committed to building an inclusive culture where diverse backgrounds, perspectives, and identities are celebrated. We believe in empowering everyone to be themselves, as we know that it's when we embrace our differences that we perform at our best, enabling our future success.
Viva Leisure reserves the right to close this advertisement prior to the stated closing date should a suitable candidate be identified.
