Who We Are 

We are a globally recognised personal training and fitness brand, supporting clients across key international cities. Behind our world‑class training experience is a friendly, fast‑moving Support team that helps keep everything running smoothly.

The Role

This is a part‑time, on‑site role based at our Manchester Support Office, perfect for university students looking to gain real‑world experience alongside their studies.

As a Client Support Executive, you’ll be the first point of contact for our clients and personal trainers, helping with enquiries across phone, email, and digital channels. You’ll work as part of a supportive team in a fast‑paced environment, developing valuable communication and problem‑solving skills.

What You’ll Do

• Responding to all client and trainer enquiries promptly and professionally, delivering a high standard of Client Support to our global customers and personal trainers.
• Processing requests accurately and within agreed service timeframes, with guidance available where needed.
• Working towards personal KPIs and support the CS team in delivering departmental KPIs.
• Supporting clients and trainers with payment processing accurately and managing account-related queries throughout their journey, from onboarding to offboarding.
• Assisting with the booking of training sessions and supporting gyms to maximise the number of sessions delivered each week.
• Aiming for first‑time resolution wherever possible, while working closely with other departments and using available resources to achieve the best outcome.
• Taking ownership of client complaints and following the correct escalation processes when required.
• Building an understanding of our clients’ needs and preferences to help identify the most appropriate solutions.
• Adapting positively to change and using initiative to help resolve issues and contribute to overall client satisfaction.
• Developing and maintaining excellent knowledge of our products and services to ensure clients and prospective customers receive clear and accurate information.
• Recognising when clients may benefit from additional advice or support and escalating appropriately to maximise the value of our services.
• Working with client data, reports, and systems to ensure accuracy, compliance, and support quality monitoring and governance.
• Using company systems in line with processes and policies to ensure all information is correctly captured and recorded.
• Demonstrating a positive and proactive attitude towards organisational changes, supporting your colleagues through knowledge sharing and ongoing learning.

 Working Hours:

Core working hours for this role are between 8:00AM to 8:00PM. However, please note that there may be different shift patterns depending on business needs. We expect candidates to demonstrate some degree of flexibility to support these varying shift patterns when needed. You will work 12 hours per week as this is a part-time role.

Requirements

What we’re looking for

Skills & Experience

• Maths and English to GCSE level.
• Current, or recent experience working within a Client Support setting.
• Well-developed oral and written communication skills.
• High level of computer literacy, including all key Microsoft Office packages.
• Knowledge and understanding of various Client Support techniques.

Why Join Us

This is a great opportunity to gain hands-on experience as a Client Support Executive within a premium, global brand. Your work will have an important role in supporting our clients and personals trainers across international markets, helping to deliver a consistently high standard of service.

What we value 

At UP, we believe in high standards and personal accountability. We look for people who embody our values: 

Results-Driven: You focus on outcomes that genuinely move the needle 

Own It: You take full ownership, wins, failures, & everything in between. 

Passion for Progress: You’re driven by growth, not just the finish line. 

Supportive & Personalised: You adapt your approach because no two people (or challenges) are the same 

Benefits

What You’ll Get 

Here’s what you can expect when you join the UP team: 

• 25 days holiday, plus bank holidays 
• Pension scheme: salary sacrifice with employer contributions 

• Simply Health policy: claim back costs for dental, optical, physio, massage & more 

• Exclusive UP discounts, including 40% off our supplements, books, and partner offers 

• Personal Training discounts: up to 50% off our world-class transformation programme (up to 36 sessions a year) for you and a loved one 

• Salary sacrifice benefits: Cycle to Work, Tech, and Home schemes 

• Employee Assistance Programme: free 24/7 mental health, counselling, and financial advice 
• Hybrid working: two days per week working from home 

If you’re interested in the Client Support Executive role, please apply now!

All job applicants are required to have a valid right to work.

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