Service Lead

Trek Bicycle Corporation Ltd; City of Edinburgh; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Purchase scheme on bikes, parts andアクセ

Counselling services

Virtual GP services

Healthcare cashback

Gym membership discounts

Charity time off

Death in service

Cycle to work

Salary Sacrifice

EV vehicle scheme

Family friendly policies

Job summary

Trek in Edinburgh is seeking a Service Lead to shape the in-store service experience and be the main contact for customers needing support, delivering warmth, clarity and confidence at every interaction.

As the operational lead, you will manage workflow, staff, and performance metrics, empowering your team to deliver Trek’s hospitality and ensuring service orders are handled efficiently. This role suits someone energetic, customer-focused, and eager to drive shop growth.

Qualifications

• Warm, confident communication style focused on delivering a wonderful customer experience.
• Strong leadership with ability to motivate and guide the team.
• Excellent planning and organisational abilities with workflow management.
• 3+ years of bicycle service centre experience.
• Proactive, supportive attitude and passion for helping customers and colleagues.

Responsibilities

• Lead service centre operations and ensure smooth workflow and service orders.
• Guide and develop the service team, embedding Trek’s hospitality at every touchpoint.
• Drive process improvements, staffing decisions, and performance metrics to support shop growth.
• Maintain a clean, efficient workspace and ensure bikes are built and delivered with care.

Skills

Leadership

Customer service

Workflow management

Team motivation

Bicycle service experience

Job description

Job Description

We are currently recruiting for: Position: Service Lead Location: Edinburgh Job Type: Full Time

What you’ll do

As a Service Lead, you’ll play an essential role in shaping the service experience at your shop. You’ll be the main point of contact for customers needing support, bringing warmth, clarity, and confidence to each interaction. You’ll ensure that every customer feels listened to, cared for, and guided toward the right service at the right time. You’ll integrate sales and service by leading your team with empathy and accountability, making sure Trek’s signature hospitality shines through every step of the customer journey. You’ll keep service orders organised, maintain a clean and efficient workspace, and ensure that bikes are built and delivered with care and accuracy. As the operational lead for your store’s Service Centre, you’ll make thoughtful decisions around workflow, staffing, and performance metrics. Your leadership will help create a smooth, positive environment for both your team and your customers. This role is perfect for someone who enjoys leading with kindness and clarity, who brings high energy to their work, and who loves finding ways to support their team’s success. You’ll have the opportunity to empower others, improve processes, and help your shop grow.

What you’ll bring to the team

• A warm and confident communication style, with a commitment to delivering a wonderful customer experience
• Strong leadership skills—the ability to motivate, uplift, and guide your team
• Great planning and organisational abilities, with comfort managing workflow and adapting quickly when things change
• 3+ years of bicycle service centre experience
• A proactive, supportive attitude and a passion for helping both customers and colleagues thrive

Benefits at Trek

• 25 days annual leave per year, plus bank holidays
• Discounted employee purchase scheme on bikes, parts and accessories
• 24/7 employee assistance program and counselling services
• 24/7 virtual GP services
• Healthcare cashback scheme
• Gym membership discounts and discounts on other health and wellbeing brands
• Annual paid time off for charity work
• Death in service benefit
• Cycle to work scheme
• Salary Sacrifice
• EV vehicle scheme
• Enhanced Family Friendly policies

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Trek is a place where you’re valued for being you. If you’re really into bikes, that’s great. If you’re not (yet), that’s great too. Because there’s a lot more to Trek than bikes. Every person has a unique history and life experience to bring to the table. We respect that. It’s what makes us who we are.

Trek was named to Fortune Magazine's list of Top 100 Best Companies to Work For. Learn more of why Trek is one of the top 100 Greatest Place to Work.