Member Experience & Support Advocate

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

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.