Working as a Customer Service Assistant at PureGym means more than just greeting members—it’s about being the heart of the gym’s daily operation. You’re often the first and last impression a customer has. The role involves front-desk duties, membership assistance, handling queries, managing bookings, cleanliness checks, and providing a welcoming and motivating environment.
The job typically pays between £10.90 to £11.50 per hour, depending on location and experience. While it’s an entry-level role in fitness, it’s a stepping stone to more advanced positions like Personal Trainer, Gym Manager, or even regional roles within the company. PureGym is known for its friendly team culture and promoting from within.
Here are the top 20 interview questions and answers to help you prepare and succeed.
1. Tell me about yourself.
I’m a friendly and enthusiastic person who loves helping others. I’ve worked in customer-facing roles where I’ve developed strong communication skills and problem-solving abilities. I also have a passion for health and fitness, which is why I’m excited about the opportunity to work at PureGym.
2. Why do you want to work at PureGym?
I admire PureGym’s commitment to making fitness affordable and accessible. I also appreciate the team culture and emphasis on personal development. I’d love to contribute to a positive gym environment and grow within the company.
3. What do you know about PureGym?
PureGym is one of the UK’s leading fitness chains, known for 24/7 gym access, no contract memberships, and high-quality equipment. It has over 300 locations and continues to expand, offering career growth opportunities.
4. Describe a time you dealt with a difficult customer.
At my previous job, a customer was frustrated about a billing issue. I listened calmly, empathised, and reviewed their account. After resolving the issue, I offered a goodwill voucher to restore their trust. They left satisfied and even returned later with positive feedback.
5. How would you handle a situation where a member complains about a broken machine?
I would apologise, thank them for bringing it to my attention, and report the issue immediately using the gym’s maintenance protocol. I’d also place an out-of-order sign if it’s not already there and inform management.
6. What does excellent customer service mean to you?
It means going above expectations, being approachable, listening actively, solving problems efficiently, and ensuring every member feels valued, safe, and supported in their fitness journey.
7. Are you comfortable cleaning gym equipment and facilities?
Absolutely. Cleanliness is essential for member satisfaction and safety. I understand that maintaining hygiene is a vital part of the role and am happy to carry out those responsibilities.
8. What would you do if a member refused to follow the gym rules?
I would approach them respectfully, explain the rules and why they matter, and offer a polite but firm reminder. If the behaviour continues, I’d follow the escalation procedure by involving management.
9. How would you welcome a new member?
I’d greet them warmly, offer a brief tour, explain key areas and how to access equipment, answer any questions, and reassure them that we’re here to support their goals.
10. What skills make you a good fit for this role?
Strong communication, empathy, attention to detail, problem-solving, adaptability, and a genuine interest in fitness all make me well-suited for this role.
11. How do you stay motivated during quieter shifts?
I use quieter times to complete cleaning tasks, check equipment, update admin logs, and prepare for busier hours. Staying proactive keeps me engaged and productive.
12. What would you do if a fire alarm went off during your shift?
I’d follow the evacuation procedure immediately, guiding members safely out of the building, checking key areas, and reporting to the fire assembly point. Safety is always the top priority.
13. Describe a time you worked as part of a team.
During a promotional event at my last job, our team worked together to organise activities, handle crowds, and promote services. We communicated clearly, supported each other, and the event was a success.
14. How do you prioritise tasks when it gets busy?
I assess which tasks are urgent (e.g., customer requests, safety concerns), then delegate or multitask where possible. I remain calm, focused, and ensure all duties are completed efficiently.
15. What would you do if you noticed someone misusing equipment?
I’d approach them calmly and politely, explain the proper use and any safety concerns, and offer help or suggest an alternative. Member safety comes first.
16. Are you comfortable working early mornings, evenings, or weekends?
Yes, I understand that flexibility is part of the job, and I’m happy to work shifts including early mornings, late nights, and weekends as needed.
17. What do you do if you’re unsure how to help a member?
I’d be honest, let them know I’ll find out, and then ask a colleague or manager for help. It’s important to give accurate information rather than guessing.
18. Have you ever gone above and beyond for a customer?
Yes, a member once lost their wallet. I helped them retrace their steps, contacted lost property, and reassured them throughout. It turned up, and they were very grateful for my help and concern.
19. How do you handle feedback or criticism?
I see feedback as a chance to improve. I listen openly, reflect on it, and make changes where needed. Constructive criticism helps me grow in any role.
20. Where do you see yourself in 2–3 years?
I hope to grow within PureGym, possibly training to become a personal trainer or taking on more responsibility in a team leader or assistant manager role.
Final Interview Tips and Encouragement
Preparing for a PureGym Customer Service Assistant interview is all about showcasing your personality, customer service skills, and willingness to be part of a hardworking, supportive team. Remember to:
Dress smart and confidently.
Research the company and your local PureGym.
Smile, make eye contact, and stay calm.
Prepare your own questions for the interviewer.
Show enthusiasm for fitness—even if you’re not a fitness expert yet.
You’ve got this! With the right mindset, preparation, and energy, you can land this role and start your career in the fitness industry strong.
