Client Support Executive

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.

Key Responsibilities:

• Deliver exceptional support to our global clients and personal trainers, handling all queries promptly and efficiently.
• Process client and trainer requests accurately, ensuring compliance with SLAs and data policies.
• Manage client accounts from onboarding to offboarding, including payments and account queries.
• Assist with booking training sessions and help gyms maximise session capacity.
• Aim for first-time resolution, using available resources and escalation processes as needed.
• Proactively resolve complaints, ensuring a positive outcome for the client.
• Understand client needs to provide tailored solutions and service recommendations.
• Stay adaptable and use initiative to manage changing priorities and resolve issues.
• Maintain deep knowledge of our products and services to guide clients effectively.
• Spot opportunities for upselling or further client support, escalating where appropriate.
• Ensure data accuracy and compliance through effective use of internal systems and reporting tools.
• Embrace continuous learning and actively support team knowledge sharing.
• Contribute to achieving personal and team KPIs.

What We’re Looking For:

• Current, or recent, experience working within a Client Support setting.
• Exceptional communication and customer service skills.
• High level of computer literacy, to include all main Microsoft Office packages.
• A high level of attention to detail and the ability to work in a busy environment.
• Knowledge and understanding of various Client Support techniques.
• Desirable to have knowledge and understanding of the fitness industry such as personal trainers, gyms, or similar structures.

Working Hours:

Core hours for this position are 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.

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.

Benefits:

• Holiday: 25 days, 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.
• UP Discounts: Exclusive discounts, including 40% off a wide range of products such as supplements and fitness books, along with offers from selected partners.
• Salary sacrifice schemes: reduce your tax and NI contributions and enjoy non-cash benefits like Cycle to Work and Tech/Home schemes.
• 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.

Salary: £10,600 - £11,600 per annum (16 hours per week), dependant on experience.

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