Occupations and Terms of Reference › Membership and sales advisor
Universal terms of reference · POS-266 · version 1.0 · status: draft · next review 2027-10-27
Membership and sales advisor
To sign up members and explain the club's offers honestly, so that people join with clear expectations.
Each part of this page links to the related trainings, competencies and policies. The links are the same for every facility, so an organisation can see at a glance what a role requires and what it is trained in.
Job description
Job summary. You sign up members. You explain packages honestly, take payments, handle cancellations and refunds, and make sure members understand health checks before exercise.
Reports to: Fitness club manager.
Leads or supervises: No direct reports.
What you do on a typical day
- Explain packages clearly and honestly.
- Take sign-ups and payments.
- Handle cancellations within policy.
- Book screening for new members.
- Keep member records accurate.
Working conditions and demands
- Sales targets.
- Customers may be upset.
- Data protection rules apply.
What good looks like
- Members understand what they buy.
- No misleading sales.
- Records are accurate.
Place in the organogram
Reporting line, from the top: see the organogram on the Occupations page. The lines above and below this role are listed in section 3.
1. Golden rules
These rules apply in every setting.
- Every member is screened before they start and advised to see a doctor when they should.
- Exercise is delivered within the member's ability and health status, with clear progression.
- Injuries and incidents are reported and followed up the same day.
- Pools, equipment and rooms are checked and kept safe and hygienic.
- Member data and health information are kept private.
- Promises about results are honest; no false or unsafe claims are made.
- Staff hold valid qualifications and first aid training for their role.
- Children and vulnerable people are protected at all times.
2. Identification
| Item | Detail |
|---|---|
| Position code | POS-266 |
| ISCO-08 | 4221 (skill level 4) |
| ESCO | to map |
| Department | Fitness and wellness |
| Facility types | Fitness |
3. Reporting line and working relationships
Reports to: POS-256. Supervises: .
| Works with | Nature of the relationship |
|---|---|
| Fitness club manager | Sales policy. |
| Finance manager | Payments and refunds. |
| Health and fitness assessor (screening) | Screening before joining. |
4. Key accountabilities
| Domain | Accountability | Evidence of delivery | Checked | Linked competencies | Linked trainings | Linked policies | Standards |
|---|---|---|---|---|---|---|---|
| Sales | Explains offers honestly; no misleading claims. | Sales audit passed | Monthly | C-01 | T-08 | POL-EQUAL | 2 |
| Payments | Handles payments and refunds within policy. | Payments reconciled daily | Daily | C-02 | T-04 | POL-DATA | 2 |
| Screening | Books screening for new members. | Screening booked before first session | Daily | C-01 | T-05 | POL-SAFEG | 2 |
5. Decision rights
| The post holder decides | Consults or escalates |
|---|---|
| Offers within the approved list | Complaints about sales (club manager) |
| Which package to offer within the approved list | Refund requests above limit (finance manager) |
6. Qualifications and experience
| ID | Qualification | Mandatory | Validity |
|---|---|---|---|
| Q-01 | Secondary education certificate | No | Lifetime |
| ID | Experience | Minimum years | Mandatory |
|---|---|---|---|
| E-01 | Sales or membership administration | 1 | Yes |
7. Training requirements
Recommended common practice. Each facility adapts the list to its national law. Essential items apply in every setting; recommended items apply where resources allow.
| ID | Training | Tier | When | Validity | Linked policies | Linked competencies |
|---|---|---|---|---|---|---|
| T-01 | Facility induction | essential | at_entry | Once | POL-WHISTLE · POL-EQUAL · POL-DATA | – |
| T-02 | Safeguarding adults | essential | periodic | Every 3 year(s) | POL-SAFEG | – |
| T-03 | Safeguarding children | essential | periodic | Every 3 year(s) | POL-SAFEG | – |
| T-04 | Data protection and confidentiality | essential | annual | Every 1 year(s) | POL-DATA | C-02 |
| T-05 | Incident reporting and open disclosure | essential | periodic | Every 2 year(s) | POL-INC | – |
| T-06 | Governance, accountability and assurance | recommended | periodic | Every 3 year(s) | – | – |
| T-07 | Emergency and major incident command | essential | annual | Every 1 year(s) | POL-INC | – |
| T-08 | Speaking up, inclusion and equality leadership | essential | periodic | Every 2 year(s) | POL-WHISTLE · POL-EQUAL | C-01 |
8. Health, fitness and language
| ID | Requirement | Frequency | Tier | Minimum in low-resource settings |
|---|---|---|---|---|
| H-03 | Fitness-to-work assessment at entry and after serious illness or injury | Every 12 months | recommended | Fitness check at entry |
| Language | Level | Mandatory |
|---|---|---|
| Official language of the country of practice | professional | Yes |
| English | working | Yes |
9. Competencies by level
| ID | Competency | Foundation | Practitioner | Expert | Assessed by | Revalidate | Linked trainings |
|---|---|---|---|---|---|---|---|
| C-01 | Honest selling and explanation | Explains simply | Explains complex offers | Designs sales standards | Sales audit | Every 12 months | T-08 |
| C-02 | Membership records and payments | Records accurately | Handles payments | Designs records standards | Records audit | Every 12 months | T-04 |
10. Performance evaluation
- Probation: 6 months, with a sign-off review (recommended value).
- Appraisal: every 12 months against the competencies and indicators below.
| ID | Indicator | Target | Data source | Frequency |
|---|---|---|---|---|
| PI-01 | Sales audit passed | 100% | sales audit | Monthly |
| PI-02 | Payments reconciled | 100% | payment records | Daily |
| PI-03 | Screening booked before first session | 100% | member records | Daily |
11. Career ladder and promotion
| Level | Role | Minimum experience to move on | Qualifications | Competency minimums | Trainings required | Assessment |
|---|---|---|---|---|---|---|
| Executive | Membership and sales advisor | 1 years (recommended) | Q-01 | C-01 practitioner, C-02 foundation | T-04 · T-08 | Executive appointment and performance review |
12. Policies the post holder follows
Each policy is a standard template that the facility adopts and adapts. Templates are maintained centrally, so every facility works from the same version.
POL-SAFEG · Safeguarding adults and children
Purpose: Protect patients from abuse, neglect and harm, and make sure every concern is recognised and acted on.
Scope: All staff, volunteers and contractors.
Key rules:
Scope: All staff, volunteers and contractors.
Key rules:
- Recognise signs of abuse and neglect and record them factually.
- Report every concern to the designated safeguarding lead the same shift.
- Do not investigate alone.
- Share information only as the safeguarding procedure allows.
POL-DATA · Data protection and confidentiality
Purpose: Keep patient and staff information private, secure and used only for care and legal purposes.
Scope: All staff who access records or systems.
Key rules:
Scope: All staff who access records or systems.
Key rules:
- Access only the records needed for your work.
- Keep records secure; do not leave screens or paper unattended.
- Do not share information without a lawful basis.
- Report any breach to the data protection officer within 24 hours.
Linked trainings: T-10 · Review every 12 months · Template 0.1 (draft)
POL-WHISTLE · Speaking up (whistleblowing)
Purpose: Let staff raise patient safety or conduct concerns without fear of reprisal.
Scope: All staff.
Key rules:
Scope: All staff.
Key rules:
- Raise a concern with your line manager or the named speaking-up officer.
- If that route fails, escalate to the board or the national regulator.
- Retaliation against anyone who speaks up is a disciplinary offence.
- Concerns are recorded, investigated and the outcome given to the person raising them.
Linked trainings: T-01 · Review every 12 months · Template 0.1 (draft)
POL-EQUAL · Equality, diversity and inclusion
Purpose: Give every patient and colleague fair access, respectful treatment and reasonable adjustments.
Scope: All staff and patients.
Key rules:
Scope: All staff and patients.
Key rules:
- Treat every person with dignity regardless of background.
- Make reasonable adjustments, including interpreters, for language and disability.
- Report discrimination through the speaking-up route.
- Monitor access and outcomes by group.
Linked trainings: T-01 · Review every 24 months · Template 0.1 (draft)
POL-INC · Incident reporting and open disclosure
Purpose: Report and learn from incidents and near misses, and tell patients honestly when things go wrong.
Scope: All staff.
Key rules:
Scope: All staff.
Key rules:
- Report every incident and near miss the same shift.
- Give the patient and family an honest account and an apology where appropriate (open disclosure).
- Take immediate action to protect others.
- Learn: contribute to the review and follow the agreed actions.
13. Standards that name this role
14. Record history
| Date | Change | Approved by |
|---|---|---|
| 2026-10-27 | Draft record, batch 1 of the position build | Awaiting approval |