Service Lead

Trek Bicycle; St Albans; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

25 days annual leave

Employee purchase scheme

Employee assistance program

GP services

Healthcare cashback

Gym membership discounts

Cycle to work scheme

Job summary

Trek Bicycle in St Albans is seeking a Service Lead to shape the service experience in-store. You’ll be the main contact for customers, blending sales and service while guiding your team with empathy and accountability to deliver Trek’s hospitality.

You’ll manage service orders, maintain an organized workshop, and drive decisions on workflow, staffing and performance to help the shop grow.

Qualifications

• Warm and confident communication style with focus on customer experience.
• Strong leadership to motivate and guide the team.
• Excellent planning and organizational abilities for workflow management.
• 3+ years of bicycle service centre experience.
• Proactive, supportive attitude and passion for helping others.

Responsibilities

• Be the main point of contact for customers needing support.
• Lead service orders, keep workspace clean and efficient, ensure proper bike build and delivery.
• Make thoughtful decisions on workflow, staffing and performance metrics.

Skills

Leadership

Customer service

Communication

Planning

Organization

Team management

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 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. Ready to start your journey with us?

Job Description

We are currently recruiting for:

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 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. Ready to start your journey with us?

Job Description

We are currently recruiting for:

Position: Service Lead

Location: St Albans

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 your 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

If you don’t meet every requirement but feel you bring something unique and valuable, we’d still love to hear from you. Please share in your cover letter why you believe you could be a great fit—we value curiosity, empathy, and potential as much as experience.

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 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!