Service Lead

Trek Bicycle Corporation; St Albans; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days annual leave

Discounted employee purchase scheme on

24/6 employee assistance program and /

24/6 virtual GP services

Healthcare cashback scheme

Gym membership discounts

Annual paid time off for charity work

Death in service benefit

Cycle to work scheme

Salary Sacrifice EV vehicle scheme

Enhanced Family Friendly policies

Job summary

Trek Bicycle Corporation seeks a Service Lead to shape the service experience at the shop. You will be the main contact for customers, leading a team with warmth, clarity and confidence, ensuring the right service at the right time and a hospitality-driven journey.

You will manage service orders, keep the workspace organized, and coordinate workflow and staffing to deliver bikes with care. This role rewards proactive leadership and a commitment to customer delight.

Qualifications

• 3+ years of bicycle service centre experience
• Strong leadership and the ability to motivate and guide your team
• Excellent planning and organisational abilities with strong workflow management and adaptability

Responsibilities

• Lead your store's Service Centre and be the main point of contact for customers needing support
• Integrate sales and service by guiding your team with empathy and accountability
• Keep service orders organised and maintain a clean, efficient workspace
• Ensure bikes are built and delivered with care and accuracy
• Make thoughtful decisions around workflow, staffing and performance metrics
• Empower others, improve processes and help the shop grow

Skills

Communication

Leadership

Planning

Job description

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.

• 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 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 supported, encouraged to learn and grow, and given plenty of opportunities to do so. We invest in each other's success and grow together as a team. We're proud to offer flexible working opportunities, enhanced family-friendly policies, and a commitment to equity-because fairness and inclusion matter to us. Together, we'll achieve great things.

Benefits at Trek

• 25 days annual leave per year, plus bank holidays
• Discounted employee purchase scheme on bikes, parts and accessories
• 24/6 employee assistance program and counselling services
• 24/6 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