Service Lead

TN United Kingdom; Sheffield; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a dynamic team as a Service Lead, where you will oversee operations at the Service Centre, ensuring exceptional customer experiences. This role requires a proactive leader who can motivate a team and effectively manage service costs while maintaining high standards of hospitality. You will be responsible for training your team, engaging with customers, and ensuring efficient service delivery. With a focus on continuous improvement, you'll develop future leaders and adapt to industry changes, making this an exciting opportunity for someone passionate about service excellence.

Benefits

Company bonus programme

33 days annual leave

Discounted employee purchase scheme

Employee cashback healthcare scheme

Enhanced pension scheme

Annual charity time off allowance

Enhanced family friendly policies

Cycle2Work salary sacrifice programme

External discount platform

Qualifications

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

Responsibilities

• Lead operations at the Service Centre and manage workflow.
• Train team and engage customers for optimal service.

Skills

Bicycle Service Centre Experience

Communication Skills

Leadership Skills

Customer Service

Planning Skills

Job description

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Position: Service Lead
Location: Sheffield
Job Type: Full Time, Permanent

What you’ll do

As Service Lead, 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.

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 who knows how to get the best out of your colleagues.

You’ll train your team, 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. Excellent communication skills are a must, as you will manage all communication from the Service Department to customers and write more than 50% of the work orders for the shop.

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:

• A positive, pitch-right-in attitude and motivation to help every customer find what they need.
• Fantastic hospitality—a warm, approachable manner, great listening skills, and a drive to help in any way you can—even on the toughest, busiest days.
• Great leadership skills and the ability to motivate and develop future leaders.
• Ability to plan effectively and stay a step ahead of your shop’s needs.
• 3+ years of bicycle Service Centre experience
• A commitment to delivering the best possible experience for every customer.
• Proactive approach to staying up to date on industry changes and trends.

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:

• Company bonus programme
• 33 days annual leave per year
• Discounted employee purchase scheme on bikes, parts and accessories
• Employee cashback healthcare scheme and employee assistance programme
• Enhanced pension scheme
• Annual charity time off allowance and matched charity donations
• Enhanced family friendly policies
• Cycle2Work salary sacrifice programme
• External discount platform

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