Customer Experience Support Advisor

British Cycling; Manchester; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Competitive Salary

Cycle to Work Scheme

Generous Holidays

Holiday purchase scheme

Life Assurance

Pension

Job summary

British Cycling in Manchester is seeking a Customer Experience Support Advisor to provide friendly, accurate help across channels and keep records up to date.

You will respond to membership, events and volunteering queries, guide customers to products and services, and escalate complex issues when needed.

The role offers a competitive salary with benefits such as cycle-to-work, generous holidays and pension, emphasizing inclusive service and positive customer journeys.

Qualifications

• Experience providing customer or member support via email, phone, webchat or tickets.
• Excellent written and verbal communication with clear information delivery.
• Strong customer focus with professional handling of enquiries.

Responsibilities

• Provide friendly, timely support to members, riders, volunteers, clubs and partners across channels.
• Respond to queries relating to membership, events, volunteering opportunities, products and participation pathways.
• Help customers understand and access British Cycling's products, services and opportunities to participate in cycling.
• Resolve customer queries at first point of contact where possible and escalate complex issues.
• Maintain accurate customer records and update systems to support service delivery.
• Capture customer feedback and share insights to help improve services and journeys.
• Collaborate with colleagues to provide joined‑up support and consistent experiences.
• Support inclusive and accessible service delivery that connects customers to cycling.

Skills

Customer service

Communication skills

Attention to detail

Inclusive service

Tools

CRM platforms

Job description

Organisation British Cycling Salary Up to £27,500 per annum (dependent on experience) Location Manchester Contract type Permanent (Full time) Closing date 25 October 2026 Job Description About British Cycling

British Cycling exists to bring the joy of cycling to everyone.

We have embarked on an exciting new journey, with a modernised commercial and events offering grounded in social impact and storytelling, harnessing the spotlight and inspiration of our athlete's performance on the world stage, and our growing portfolio of major events.

We are working towards our three key priorities outlined in our strategy; to support and grow the sport to make cycling more inclusive and accessible, to lead on the world stage by winning and winning well, and to drive social impact by tackling inequalities through providing opportunities.

What will you be doing?

• Providing friendly, accurate and timely support to members, riders, volunteers, clubs, fans and partners across a variety of customer contact channels.
• Responding to queries relating to membership, events, volunteering opportunities, products, services and participation pathways.
• Helping customers understand and access British Cycling's products, services and opportunities to participate in cycling.
• Resolving customer queries at first point of contact wherever possible and escalating complex issues appropriately.
• Maintaining accurate customer records and updating systems to support service delivery and customer insight.
• Capturing customer feedback, identifying recurring issues and sharing insights to help improve services and customer journeys.
• Working collaboratively with colleagues across the organisation to provide joined-up support and consistent customer experiences.
• Supporting inclusive and accessible service delivery that helps create a positive connection to cycling and British Cycling.

What we're looking for:

• Experience providing customer, member or service support via email, telephone, webchat or ticketing systems.
• Excellent written and verbal communication skills, with the ability to explain information clearly and accurately.
• Strong customer focus, with the ability to manage a range of enquiries professionally and with good judgement.
• Excellent attention to detail and ability to maintain accurate records while following established processes.
• Commitment to delivering inclusive, respectful and high-quality customer service.
• Experience within sport, membership, charity, events or community-based organisations and familiarity with CRM or customer service platforms would be advantageous.

What are the perks?

• Competitive Salary
• Cycle to Work Scheme
• Generous Holidays (25 days + bank holidays)
• Holiday purchase scheme
• Life Assurance
• Pension

Customer Experience Support Advisor • Manchester