Client Support Executive - Full Time
Who We Are
We are a luxury, globally expanding personal training and fitness brand, redefining health, performance, and lifestyle across multiple international markets. With a presence in key global cities, we deliver elite, highly personalised training experiences supported by world-class expertise, precision, and discretion.
The Role
As a full-time Client Support Executive working on-site at our Support Office with the Client Support Department at U.P. you will be instrumental in ensuring we deliver best in class Client Support to internal and external customers through a range of platforms.
Within the team, you will be the first point of contact for our clients across all products and services and a support function to our personal trainers. We strive for first-contact solution 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.
What You’ll Do
- Answering and dealing with all customer contacts promptly and efficiently, giving exceptional Client Support to our global customers and personal trainers. ·
- Process requests accurately and within the SLA.
- Achieve your personal KPI`s and support the CS team in delivering departmental KPI`s.
- Support clients and trainers through processing their payments accurately and managing queries on their account from onboarding to off boarding.
- Assist clients and trainers with booking training sessions and support the gyms with maximising sessions per week.
- Ensuring 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.
- Gaining 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.
- Maintaining an excellent knowledge of our products to ensure prospects and clients receive the correct information and guidance on our service.
- Identifying 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 own continuous learning.
Requirements
What we’re looking for
Skills & Experience - Required
- 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, to include all main Microsoft Office packages.
- Knowledge and understanding of various Client Support techniques.
Why Join Us
This is an opportunity to build your marketing career within a premium, global brand where your work directly contributes to international campaigns, brand development, and business growth. You will work closely with senior leadership, gain exposure across markets, and take ownership of meaningful projects with real impact.
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
If you’re interested in the Client Support Executive role, please apply now!
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