Client Support Executive

Overview

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 Client Support Executive within the Client Support Department in 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. 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 resolution in a multichannel, fast-paced environment.

With strong attention to detail, you will resolve clients’ queries and find the right outcome for our clients’ needs. This is a part-time position at 16 hours per week.

• Answering and dealing with all customer contacts promptly and efficiently, providing 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 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 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 identify the best possible solutions
• Demonstrate flexibility to adapt to change and 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 customers could benefit from additional advice and guidance, and escalate as required to maximise every service opportunity
• Work with client data, reports and systems to ensure data processing accuracy, compliance, and governance
• Utilise company systems as per process to ensure data is captured and recorded in line with policy
• Demonstrate a positive and proactive attitude towards organisational changes, supporting colleagues with knowledge sharing and continuous learning

• 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

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.

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

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!

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

Your data will be stored by Ultimate Performance and will be used by our HR and recruitment teams for the purpose of managing your application