Job Introduction
About YMCA St Paul’s Group
About YMCA St Paul’s Group:
YMCA St Paul’s Group (SPG) is a charity and registered housing provider whose mission is to be an inclusive Christian Association transforming communities so that all young people can belong, contribute and thrive. As a member of the wider YMCA Federation, our vision is of places where young people thrive and communities flourish.As one of the largest YMCAs in Europe and one of the largest providers of supported housing in London, we provide supported housing services, health and wellbeing services, education and training services through our health and wellbeing centres, children, youth and family programmes, including nurseries, after-school clubs and soft play centres. Being part of YMCA St Paul’s Group means not only working for a great London-based charity that has supported young people and communities for over 150 years, but also being part of a national association and global movement. We are one of the UK’s Top 100 Best Workplaces™ 2026 and have also been recognised as one of the UK’s Top 100 Best Workplaces for Development™ 2026.
About the Role
The Health and Wellbeing Manager will manage the day-to-day operation of the gym and health and wellbeing services at YMCA Surbiton. They will ensure the service is safe, welcoming, well managed and financially sustainable, while supporting members, residents and the wider community to be healthier and more active.
The role will focus on excellent customer care, team leadership, sales and retention, gym programming, health and safety, and the delivery of high-quality health and wellbeing services.
Key Responsibilities:
Duties and Responsibilities
- Manage the day-to-day operation of the gym and health and wellbeing services at YMCA Surbiton.
- Ensure high standards of customer care are maintained and improvements are acted on.
- Support membership sales, enquiries, tours, follow up, onboarding and retention.
- Resolve member queries and complaints within the scope of the role.
- Maximise the use of gym, studio and activity spaces by supporting effective programming, Personal Trainer activity, external hire bookings, invoicing and payments.
People Management
- Lead, support and supervise the Membership Advisor and Fitness & Wellbeing Advisors/Instructors and Personal Trainers.
- Manage rotas, staff cover, sickness absence and annual leave.
- Support recruitment, induction, training, supervision and performance management.
- Hold regular team meetings and ensure good communication across the team.
- Ensure staff are trained and qualified to deliver safe, high-quality services.
Finance and Budgetary Management
- Support the Lead Health and Wellbeing Manager to improve the financial performance of the department.
- Support member onboarding, including the “Get Started” programme.
- Monitor renewals, cancellations and retention activity.
- Act as a membership software super-user, supporting staff with system use.
Programming
- Support the delivery of gym, courses, group exercise and activity programmes at YMCA Surbiton.
- Monitor attendance and support changes to improve participation and sustainability.
- Support the delivery of activity that meets the needs of members, residents and the local community.
Health and Safety / Risk Management
- Ensure health and safety procedures are followed by all team members.
- Complete daily operational checks of gym and activity areas for compliance.
- Ensure gym, studio and activity equipment is clean, safe and well maintained.
- Liaise with suppliers and contractors where required.
Marketing / Sales / Communication
- Achieve monthly sales and retention targets.
- Support local sales, outreach and promotional activity.
- Ensure health and wellbeing information is accurate, up to date and on brand.
Reporting, Monitoring and Evaluating
- Monitor performance indicators, sales and membership data.
- Use customer feedback to improve services and customer care.
- Ensure records and data are accurately maintained in line with GDPR.
- Complete administration and other reasonable tasks needed for the smooth running of the service.
General – All Staff
- Use IT systems confidently, including databases, Microsoft Office, email and internet.
- Attend relevant training, meetings and development programmes.
- Undertake any other duties as requested by the line manager.
Scope and Limits of Authority
- Deputise for other Team Leaders within YMCA St Paul’s Group as required.
- Determine day-to-day priorities under the direction of the Lead Health and Wellbeing Manager.
- Work in line with YMCA policies, procedures and values.
- Respect the Christian ethos of the YMCA and uphold its values.
What we offer:
At YMCA St. Paul's Group, we prioritise improving diversity and inclusion in the workplace and the services we provide. We value your authenticity and unique voice and encourage you to share your opinions. You will have the opportunity to be a catalyst for change by actively participating in our Employee Resource Groups.
You can learn, grow, and reach your full potential as a team member. We are committed to your development and will support your personal growth journey. Our comprehensive learning and development program includes training, qualifications, and on-the-job experience, ensuring that you have the skills necessary for your role while offering continuous development and advancement opportunities.
In addition, you will have access to a range of benefits which will support you in mind, body, and spirit, which include:
Free gym access across our sites.
Discounts from major retailers and supermarkets.
Free access to well-being and counselling services.
The ability to work from a range of outer London work locations.
Career development programmes to help you thrive.
Family-friendly policies to help you balance work-life, including enhanced maternity pay.
Life Assurance.
For a complete list of our staff benefits, please click here.
Please note: We are unable to provide visa sponsorship and can only accept applications from individuals who already have the right to work in the UK
.As this role involves working with vulnerable members of society, including regulated activity, a Basic, Standard or Enhanced Criminal Disclosure will be required following a conditional offer. We are making people aware of this because with Enhanced disclosures, spent convictions may appear. However, if you were appointed, we will consider all circumstances before making a final decision.
Previous applications: If you have applied for a similar role within the last six months and were unsuccessful, we encourage you to consider whether your experience has developed further before reapplying.Accessibility & adjustments: We are committed to making reasonable adjustments throughout the recruitment process. Please let us know in advance if you require any support to participate fully.
At YMCA St Paul’s Group, we actively promote equality of opportunity and are committed to creating an inclusive environment where everyone is treated with dignity and respect. We welcome applications from all backgrounds, communities, and industries, and value the diverse skills, experiences, and perspectives that make our workforce stronger.The successful candidate will be expected to uphold and work in accordance with the YMCA's Christian ethos and values.
