Indoor Climbing Centre Staff Apprentice

Introduction

You will deliver safe, engaging, and inspiring climbing sessions while providing an exceptional customer experience across all areas of the centre. Your role combines instructing & front-of-house, ensuring every visitor receives a warm welcome and leaves feeling valued, supported, and inspired to return. 

About the Employer

Born out of a passion for climbing, High Sports was one of the first indoor climbing companies in the UK. Since then we have operated several walls across the UK and provided consultancy services for other operators. Decades of experience in the industry has allowed us to develop our Brighton centre to become one of the biggest facilities in the South East.

What You'll Do

As an Apprentice, your responsibilities will include:

Instruction & Coaching

• Deliver climbing sessions and courses safely and effectively, following company training and relevant syllabi (e.g. NICAS, Kids Club Logbook).
• Adapt instruction to suit different ages, abilities, and learning styles.
• Incorporate “Play Their Way” principles to foster autonomy, creativity, and confidence.
• Maintain safeguarding awareness and adhere to company protocols.
• Conduct dynamic risk assessments and ensure all safety procedures are followed.
• Provide clear, inclusive, and engaging communication with participants, parents, and carers.
• Contribute ideas to continually improve the session programme.

Front of House & Customer Service

• Be the welcoming face of High Sports at reception and across the centre.
• Check in members and guests, handle bookings, and provide clear safety information.
• Engage positively with customers both in person and over the phone or email.
• Provide short tours or introductions for new visitors to ensure confidence and safety.
• Handle customer enquiries and complaints professionally, using the WELCOME framework.
• Complete registration forms, waivers, and safety checks accurately.
• Support retail sales and ensure reception displays are tidy, stocked, and inviting.
• Assist in maintaining a clean, safe, and well-presented environment.

Health, Safety & Wellbeing

• Conduct regular floor walks to ensure safety, cleanliness, and a positive atmosphere, using friendly, respectful communication so customers feel supported and able to use the centre safely.
• Uphold the company’s safety standards at all times, in accordance with training and policy.
• Report accidents, incidents, and near misses immediately, following procedure.
• Carry out safety and cleanliness checks as part of daily routines.
• Take an active role in promoting wellbeing for staff and customers alike.
• Ensure compliance with safeguarding, first aid, and data protection responsibilities.

Teamwork & Development

• Work collaboratively with all departments to deliver seamless service.
• Attend team meetings, briefings, and training sessions as required.
• Take ownership of your own development and engage with feedback positively.
• Contribute to a supportive workplace culture based on respect, energy, and communication.

You will also work towards gaining your Community Activator Coach L2 qualification over the duration of 15 months.

Training Outcome

The role will see the successful candidate working with our team of highly experienced climbing coaches on many different sessions from kids’ clubs to adult courses.
The centre also has a dedicated performance coaching team working with our youth climbing squad and there is potential for the right candidate to work them on occasion.

Full in-house training is provided and there are several supplementary training opportunities either in house or from national training bodies. These could include the Climbing Wall Instructor Award, FUNdamentals of Climbing and various staff led workshops.

Skills Required

• Communication skills
• Attention to detail
• Customer care skills
• Team working
• Physical fitness

Course Information

Course: Community activator coach (level 2)

Level: 2

Route: Health and science

Apprenticeship Level: Intermediate

Working Arrangements

Working Week: 30 hours per week (including education hours) - Hours will include evenings and weekends.

Expected Duration: 1 Year 3 Months

Training Provider: LIFETIME TRAINING GROUP LIMITED