Job Description

As a Client Support Executive, you will play a key role in delivering exceptional client support to both internal and external customers through various platforms. Acting as the first point of contact for our clients across all products and services, you will also support our personal trainers. We operate in a fast-paced, multichannel environment focused on achieving first-contact resolution. With keen attention to detail, you will work to resolve client queries and ensure the best outcomes for their needs.

Requirements

Key Responsibilities:

• Client Interaction:
• Answer and handle all customer inquiries promptly and efficiently, delivering outstanding client support to our global customers and personal trainers.
• Process requests accurately and within specified service level agreements (SLAs).
• Performance & Reporting:
• Achieve personal KPIs and contribute to departmental performance goals.
• Work with client data, reports, and systems to ensure data accuracy, compliance, and quality monitoring.
• Payment & Account Management:
• Support clients and trainers by processing payments accurately.
• Manage account-related queries from onboarding to offboarding.
• Session Booking & Gym Support:
• Assist clients and trainers in booking training sessions.
• Help gyms maximize weekly session capacity.
• Problem Resolution:
• Strive for first-contact resolution by leveraging supporting departments and resources.
• Take ownership of complaints and follow the escalation process as needed.
• Client Understanding & Service Enhancement:
• Identify clients’ true needs to recommend the best solutions.
• Provide additional advice and escalate cases when required to maximize service opportunities.
• Knowledge & Learning:
• Maintain thorough knowledge of our products to guide prospects and clients accurately.
• Support colleagues through knowledge sharing and continuous personal development.
• Adaptability & Initiative:
• Show flexibility and a proactive approach to changes.
• Use initiative to resolve issues and enhance client satisfaction.

What We’re Looking For:

• Exceptional communication and customer service skills.
• Strong attention to detail and problem-solving abilities.
• Ability to thrive in a fast-paced, dynamic environment.
• A positive and proactive attitude with a commitment to continuous learning.

Working Hours:

Core hours for this position are between 9:00 AM to 5:30 PM. However, please note that there may be shift patterns ranging from 8:00 AM to 10:00 PM, depending on business needs. We expect candidates to demonstrate some degree of flexibility to support these varying shift patterns. You will work 12 hours per week.

Join our dedicated team and play a vital role in delivering top-tier client support while growing your career in a supportive and dynamic environment.

Salary:

£25,000 - £26,000 (pro-rata) per annum, dependant on experience.

Benefits

• Holiday: 25 days (pro rata), plus bank holidays.
• Pension: salary sacrifice scheme with employer contribution.
• Simply Health Policy: claim money back on essential healthcare expenses like dental and optical care, remedial or sports massages and physiotherapy treatments.
• Discounts: Employee discounted products, including 40% off our meal delivery service Goodprep, 50% discount on 1-2-1 world-leading personal training sessions at the U.P. Manchester gym, 40% discount on U.P. supplements and protein powder.
• Salary sacrifice schemes: reduce your tax and NI contributions and enjoy non-cash benefits like Cycle to Work and Tech/Home schemes.
• Cash equity plan: cash bonus each year which grows in line with business growth, begins after two years of service.
• Referral policy: bonus incentive for successful referrals.
• Employee assistance programme: free access to mental health guidance, telephone counselling and financial support 24/7.
• Fitness classes: Weekly group training sessions at our U.P. Manchester gym based in Spinningfields.