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About the Role

As a Head of Department, you will lift your function by building strong teams, shaping culture, and driving performance to enhance the entire club experience. Your leadership will ensure standards are upheld, people are supported, and members feel the difference.

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.
• Ensure clear role expectations, accountability, and ownership across the team.
• Recruit, onboard, and retain top talent for your department.
• Manage performance issues promptly, fairly, consistently, and in line with policy.
• Create fair and transparent rosters that balance business needs with team wellbeing and engagement.
• Role model professionalism, integrity, and strong leadership behaviours at all times.
• Drive revenue, retention, and key commercial KPIs relevant to your function.
• Translate budgets and targets into clear team priorities and actions.
• Use data and insights to identify opportunities for growth and improvement.
• Ensure your team understands how their role impacts financial performance.
• Plan and manage rosters, productivity, and labour spend to achieve budget outcomes.
• Use data to forecast staffing requirements and improve efficiency.
• Support cross-department collaboration to achieve overall club targets.
• Deliver club systems, processes, and brand standards consistently across your department.
• Maintain a safe, compliant, and well-run operating environment.
• Act as Manager on Duty and First Aid Officer when required, providing calm leadership during incidents.
• Take responsibility for the secure opening and closing of the club.
• Maintain accurate operational records and workforce documentation.
• Identify performance risks early and take action to prevent disruption.
• Continuously improve how your department operates.
• Keep your department organised, prepared, and performing at a high standard.
• Work flexibly across the club’s seven-day trading hours to support members.
• Champion exceptional service standards across your department.
• 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.
• Partner with other departments to create a seamless member journey.
• Embed a culture of accountability for member satisfaction and experience.
• Develop and maintain a Planned Preventative Maintenance (PPM) program covering building assets, gym floor and studio equipment, fixtures, fittings, and grounds.
• Oversee reactive maintenance and repairs within trained/qualified scope, ensuring work is tracked, prioritised, and delivered within agreed budgets.
• Manage contractor relationships in line with service agreements, ensuring work is completed safely, compliantly, and to required standards.
• Ensure facilities compliance obligations are completed and documented, including required electrical, emergency lighting, and equipment testing.
• Act as escalation lead for facility-related safety incidents.
• Maintain accurate safety and maintenance records, ensuring compliance documentation is current and accessible.
• Monitor facility safety and performance indicators, escalate risks, and drive corrective actions.
• Identify and implement improvements that strengthen asset reliability, safety systems, and compliance outcomes.
• Monitor utilities usage and support initiatives that reduce environmental impact and operational waste.
• Partner with club leadership to review member feedback and continuously strengthen facilities and safety service frameworks.

Requirements

• 3–5+ years’ experience in facilities, maintenance, or operational environments.
• First Aid certification.
• Demonstrated experience coordinating maintenance, contractors, and compliance in a fast-paced, customer-facing environment.
• Ability to lead with authenticity, care, and integrity.
• Ability to show up with empathy and fairness.
• Ability to create an environment where people feel safe, supported, and inspired.
• Ability to understand how your role connects to wider club and business goals.
• Ability to think strategically and make informed decisions.
• Ability to help your team understand the purpose behind their work.
• Ability to set high standards for yourself and others.
• Ability to seek continuous improvement, challenge the status quo, and drive performance.
• Ability to invest in your team’s development and wellbeing.
• Ability to recognise contribution, build trust, and create a culture of inclusion, collaboration, and accountability.
• Ability to step up, follow through, and take responsibility for outcomes.
• Ability to act with intent and lead from the front.
• Ability to communicate clearly and respectfully, even when uncomfortable.
• Ability to address issues early, give honest feedback, and use challenges as opportunities for growth.

Skills

• People Leadership
• Commercial Leadership
• Operational Leadership
• Service Leadership
• Functional Leadership — Facilities
• Maintenance
• Contractor Management
• Compliance Management
• Safety Management
• Risk Management
• Planned Preventative Maintenance (PPM)
• Reactive Maintenance
• Budget Management
• Data Analysis
• Team Development
• Performance Management
• Recruitment
• Onboarding
• Retention
• Rostering
• Customer Service
• Problem-Solving
• Communication

Location

• Pitt Street

Work Type

• Permanent
• Full-time
• Onsite

Experience Level

• 3-5+ years

Education Level

• Relevant trade qualification (electrical or air con and refrigeration) may be beneficial.
• Ability to readily acquire safety and compliance certifications as needed (e.g. WHS, Lifeguard, Working with Children Check, Pool Operator, and high-risk training such as Working at Heights or Confined Spaces).

Benefits

• Free gym membership for you & a friend
• Discounted PT
• Discounts with retailers
• Competitive performance incentives
• Complimentary club membership for you and a workout buddy
• Discounted personal training and wellbeing services
• Exclusive perks and discounts with our retail and lifestyle partners
• Paid parental leave
• Ongoing personal and professional development
• 24/7 confidential wellbeing support through our Employee Assistance Program

About the Company

• At Virgin Active, our people are our special sauce. We believe great teams create unforgettable member experiences — and that starts with a culture where energy, ownership and individuality are celebrated.
• You’ll join a team known for pushing boundaries, elevating standards and bringing personality into everything we do.
• We expect a lot — and in return, we invest in your growth, support your leadership journey and give you the freedom to make an impact.
• This is a place for people who want to grow, lead and contribute to something bigger than themselves — while having a bit of fun along the way.
• Join one of the world’s most iconic and purpose-led brands, changing people’s lives for the better through wellness.
• Be part of a culture that champions wellbeing, inclusion and growth, where people are encouraged to bring their whole selves to work.
• A workplace built around movement and wellbeing, where energy and community are part of your everyday.
• A fun, human culture – we believe great results come from great energy, connection and smiles, not just spreadsheets.