Service Lead

Trek Bicycle Corporation; City of Edinburgh; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Service Lead, where you'll manage the Service Centre operations and ensure an outstanding customer experience. This role requires strong leadership and communication skills to motivate your team and integrate sales with service. With a commitment to continuous learning and development, you'll thrive in an environment that values individuality and diverse backgrounds. Enjoy generous benefits, including annual leave, employee discounts, and support for personal growth. If you're passionate about cycling and customer service, this is the perfect opportunity for you!

Benefits

25 days annual leave plus bank holidays

Employee discount scheme

24/7 employee assistance

Discounts on gym memberships

Retail discounts on high street brands

Discounted cinema tickets

Paid time off for charity work

Qualifications

• 3+ years of experience in a bicycle Service Centre.
• Strong leadership and team development skills.

Responsibilities

• Manage service operations and workflow for the Service Centre.
• Train team members and ensure exceptional customer service.

Skills

Customer Service

Leadership

Communication

Planning

Bicycle Service Centre Experience

Job description

Job Description

About Us

Trek is an excellent place to work, offering amazing benefits for all employees. We focus on building products we love, providing exceptional hospitality to our customers, and promoting cycling to change the world. Our team members are supported, encouraged to learn and grow, and given numerous opportunities to do so. Join us if you're ready to give your best, and we’ll do the same!

In the UK, we are a Great Place to Work certified workplace and were recognized in the Fortune 100 of Best Companies to Work for in 2023 globally.

We are currently recruiting for:

Position: Service Lead
Location: Edinburgh
Job Type: Full Time

What You’ll Do

As Service Lead, you will be the operations manager for your store’s Service Centre. You’ll be responsible for workflow, staffing mechanics, and KPIs to ensure an excellent customer experience.

You will serve as the primary service advisor, integrating sales and service while maintaining Trek’s signature hospitality. Strong communication and leadership skills are essential to motivate your team and deliver exceptional service.

You will train your team, engage with customers to recommend appropriate services, manage service costs, organize service orders, ensure a clean and efficient department, and oversee bike builds and deliveries. You will also manage communication with customers and write over half of the shop’s work orders.

This role suits someone energetic with a continuous learning mindset, capable of developing employees, reviewing service reports for efficiencies, and anticipating shop needs to support both service and sales teams.

What You’ll Bring to the Team

• A positive attitude and motivation to assist customers effectively.
• Excellent hospitality skills—approachable manners, attentive listening, and a willingness to help, even during busy times.
• Strong leadership and team development abilities.
• Effective planning skills to stay ahead of shop requirements.
• At least 3 years of bicycle Service Centre experience.
• A commitment to delivering outstanding customer experiences.
• A proactive approach to industry trends and updates.

If you don’t meet all criteria but believe your skills add value, please include a cover letter explaining why you’re suitable for the role.

Benefits at Trek

• 25 days annual leave plus bank holidays
• Employee discount scheme on bikes, parts, and accessories
• 24/7 employee assistance, virtual GP, and counselling services
• Discounts on gym memberships and health brands
• Retail discounts on high street and online brands such as Asos, Argos, Sainsburys, M&S, John Lewis, Ikea, Tui, EasyJet, and more
• Discounted cinema tickets
• Paid time off for charity work

If you have specific requirements for recruitment or interviews, please mention them in your application, and we will support you.

If you enjoy rapid growth and working with enthusiastic, high-achieving colleagues, you’ll thrive with us!

Additional About Us

Trek values individuality. Whether you’re into bikes or new to them, you’re welcome here. We appreciate diverse backgrounds and experiences, which make us who we are.