Service Lead

Trek Bicycle; Poole; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading bicycle company in Poole is seeking a Service Lead to be the primary service advisor, ensuring exceptional customer experiences. The ideal candidate will have over 3 years of experience in a bicycle service centre and possess strong leadership and communication skills. Responsibilities include managing service costs, engaging with customers, and leading the Service Centre operations. Competitive benefits such as annual leave and employee discounts are provided.

Benefits

25 days annual leave plus bank holidays

Discounted employee purchases

24/7 employee assistance program

Gym membership discounts

Annual charity work paid time off

Qualifications

• 3+ years of bicycle service centre experience.
• Ability to motivate a team and drive performance.
• Excellent communication skills for customer engagement.

Responsibilities

• Engage with customers to recommend the right service.
• Manage service costs and keep orders organized.
• Lead operations for the store’s Service Centre.

Skills

Excellent communication

Leadership skills

Workflow management

Bicycle service centre experience

Job description

A bit about us

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound sweet. Then come join us!

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

We are currently recruiting for:

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

What you’ll do

As Service Lead, you’ll be the primary service advisor at the shop, integrating the sales and service experience, while holding your team accountable for delivering Trek’s signature hospitality. That means you’ll need to be a great communicator and leader, you’ll engage with customers to recommend the right service at the right time, manage and control service costs, keep service orders organized, ensure a clean and efficient department, and take an active lead in ensuring the right bikes are built and delivered to the sales floor and your customers.

You’ll be the operations lead for your store’s Service Centre—and you’ll be the one who’s ultimately accountable for all decisions relating to workflow, staffing of mechanics, and KPIs to ensure every customer has the best experience.

This role is right for someone with high energy and a constant learning engine who can see the forest and the trees. You’ll be challenged to develop your employees, find efficiencies by reviewing service reports, and anticipate your shop’s needs so both the service and sales teams are set up for success.

What you’ll bring to the team:

• An excellent communicator with a commitment to delivering the best possible experience for every customer.
• Great leadership skills and the ability to motivate a team and drive performance and efficiency.
• An ability to plan effectively, manage workflow and stay ahead of your shop’s needs. You will also need to be adaptable, with the ability to pivot task and focus if problems arise.
• 3+ years of bicycle service centre experience.

If you don’t meet all the criteria but believe you have great value to add then let us know in a cover letter, why your skillset is right for the role!

Benefits here 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
• 24/7 virtual GP services and counselling services
• Gym membership discounts and discounts on other health and wellbeing brands
• Retail discount platform on high street and online brands including Asos, Argos, Sainsburys, M&S, John Lewis, Ikea, Tui, Easy Jet and many more
• Annual paid time off for charity work
• Death in service benefit

If you have any requirements in respect of the recruitment or interview process, please mention this in your application and we will be happy to support you.

If you like wild growth and working with happy, enthusiastic over‑achievers, you'll enjoy your career with us!

If you like wild growth and working with happy, enthusiastic over‑achievers, you'll enjoy your career with us!