Read by 51 job seekers.

Manchester, United Kingdom

Ultimate Performance (U.P.) has forged a reputation as the world’s foremost body transformation expert, delivering exceptional client results under the mantra "maximum results, minimum time".

But U.P. is more than just a gym. We operate world-leading online and virtual personal training, training camps, and meal preparation services, as well as develop a range of premium, results-focused supplements.

This is why Men’s Fitness Magazine describes U.P. as: ‘The Goldman Sachs, Real Madrid and Apple of Personal Training. They’re that far ahead of the field.’

To keep up with the growing demand for our services, we are seeking the support of a Client Support Executive.

As a Client Support Executive with U.P. you will be instrumental in ensuring we deliver best-in-class customer service to internal and external customers through a range of platforms.

Within the team you will be first point of contact for our clients for various reasons. We strive for first-call resolution and in doing this we operate a multichannel fast paced environment. With strong attention to detail, you will resolve clients’ queries - it’s all about finding the right outcome for our client’s needs.

You will be working in the heart of Manchester, we are only a few minutes walk from several main transport networks, including train, tram, and bus services.

You will be contracted to work 8 hours per week. The hours will be varied, e.g. Monday-Sunday between 9am-10pm.

As our Client Support Executive, you will:

Answer and deal with all customer contacts promptly and efficiently, giving exceptional client support to our global customer base.
Process requests accurately and within the service level agreement.
Achieve your personal key performance indicators and support the client support team in delivering departmental key performance indicators.
Support clients and trainers by processing their payments accurately and managing queries on their accounts from onboarding to offboarding.
Assist clients and trainers with booking training sessions and support the gyms with maximising sessions per week.
Ensure we strive for a first-time resolution and utilise the supporting departments and resources to give the best possible outcome.
Take ownership of complaints and ensure the escalation process is followed.
Gain an understanding of what our customers truly want and need, to allow us to identify the best possible solutions.
Flexibility to adapt well to change and the ability to use your initiative to resolve issues, driving client satisfaction.
Maintain an excellent knowledge of our products to ensure prospects and clients receive the correct information and guidance on our service.
Identify where our customers could benefit from additional advice and guidance, and escalate as required – ensuring we maximise every service opportunity.
Work with client data, reports and systems to ensure data processing accuracy, compliance and support quality monitoring and governance.
Utilise the company systems as per process to ensure all data is captured and recorded in line with policy.
Demonstrate a positive and proactive attitude towards organisational changes, supporting your colleagues with knowledge sharing and your continuous learning.

Requirements

Client Support experience.
Maths & English GCSE.
Ability to communicate effectively with internal and external contacts at all levels.
Strong phone, email and in-person communication skills. Ideally phone-based Client Support experience.
High level of computer literacy, including all main Microsoft Office packages.
Strong attention to detail and the ability to work in a busy environment.
Previous experience using CRM and payment systems is desirable.
Experience taking customer payments and processing invoices is desirable.
Experience in a job that involves handling data is desirable.
Able to provide training to fellow team members on various Client Support skills is desirable.
Knowledge and understanding of the fitness industry such as personal trainers or gyms is desirable.

Benefits

Employee discounted products
Company matching contribution pension up to a certain %
25 days holiday, plus bank holidays
Employee Assistance Programme
Salary sacrifice schemes, including cycle to work, electric car scheme
Simply Health optional policy, includes money towards dental work, physiotherapy, eyecare etc.
Weekly group training sessions at our U.P. Manchester gym based in Spinningfields
50% discount on 1-2-1 world-leading personal training sessions at the U.P. Manchester gym, subject to availability and passing the probationary period

If you are interested in applying to the Client Support Executive role or discussing this further with a member of our team, then please click APPLY today!

This role is part-time.

Salary: £24000 per annum, pro-rata and depending on experience.

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $25,000 - $30,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

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