Team Member – Customer Support

Job Title: Islabikes Team Member (Customer Support)

Salary: £17,550 – £21,000

Hours: Full-time, part-time and flexible working options available.

Date: 24/05/2019

Islabikes have two core teams of bicycle technicians and customer service advisors. Our roles and responsibilities are varied and there are many opportunities to be involved in and support all aspects of the business.

If you don’t have experience or qualifications, don’t worry!  Islabikes provide full in-house training to all staff.  You can even gain a recognized apprenticeship level 2 qualification, we set no age or qualification limits making it open to all.


The Position:

We’re currently recruiting for a positive and dependable person who will support customers to choose the correctly sized bike and provide helpful advice.

Full training will be given so previous experience isn’t necessary!


What will you do?

Are you friendly and understanding?  Do you like getting to know people and find out what they need?  You will:

  • Answer detailed questions to help customers choose the correct sized bike
  • Provide friendly and helpful advice including teaching children to learn to ride
  • Exceed customers expectations by providing a first-class customer experience

Are you organized and self-motivated? Do you like working with others to gather information?  Are you good at remembering facts and putting together pieces to find answers?  You will:

  • Ask questions to understand the customers perspective and provide supportive feedback
  • Consider positives and negatives to provide the best solutions to customers
  • Make detailed and accurate notes, recording data and information

Do you like understanding how things work?  Do you enjoy working on projects and solving puzzles? You will:

  • Learn how bicycles work and why Islabikes are perfect choice for the whole family
  • Plan and implement projects to deliver tasks for the team and wider business

What kind of person do we look for?

  • Ability to multi-task, organise yourself and communicate effectively
  • Passionate about innovative design and exceptional quality
  • Customer focused and able to put the customer at the centre of all actions
  • Driven to achieve efficient and better working practices
  • Team player with the motivation to seek development and training opportunities
  • Attention to detail, delivering your work to a high standard

What else can you get involved in at Islabikes?

  • Support customers with warranty related questions
  • Prepare bikes to an exceptional quality
  • Create images, text and graphics for www.islabikes.co.uk
  • Travel across the country to support Islabikes events
  • Create social media and marketing material
  • Stock administration and control

This list is not exhaustive, if you are driven and willing to learn we want to hear from you.


Who are Islabikes?

Islabikes was founded by renowned British bicycle designer Isla Rowntree, one of the few female designers in the industry.

Our aim is to provide a better cycling experience through…

  • Intelligent design
  • Exceptional quality
  • First class customer service

Islabikes has single-handedly redefined the notion of a child’s bicycle with a product unparalleled in its depth of design detail.  We now produce outstanding bikes for riders of all ages. We believe in striving for excellence and efficiency, not just in our products but in our workforce too and every member of our growing team is committed to delivering the best for our customers.


What can we offer you?

  • We are a Living Wage employer and offer a basic starting rate £9.00 for unqualified team members
  • Full-time, part-time and flexible working inc. job shares, allowing you to work around other commitments such as childcare or the school run
  • Salary sacrifice scheme for childcare payments
  • Free of charge loan of our children’s bikes for your dependents
  • 28 days paid annual leave (including bank holidays), plus the option of an additional 10 days’ unpaid leave
  • Emphasis on maintaining a good work/life balance
  • Annual salary reviews that consider inflation, performance and personal contribution to the business
  • If overtime is required, we pay you for every minute you work
  • Clean working environment with Islabikes branded uniform provided free of charge
  • Full in-house training provided with further fully funded training opportunities available
  • Cycle to work scheme with the ability to earn up to £4 per day
  • Loan one of our adult bikes free of charge
  • Staff discount scheme for friends and family
  • A positive, driven working environment with opportunities to build your skill set and knowledge and develop professionally

In addition to this, we offer 10 weeks sabbatical leave after every 5 years of service.  At Islabikes we want all our team members to have the opportunity to take a break, we pay you for the whole ten weeks giving you the freedom to pursue something you wouldn’t normally have the time to do.

You’ll have the opportunity to learn a new skill or language, study or travel, take up a new hobby or just dust off the cobwebs! Our aim is that you will return with a renewed, refreshed and revitalised attitude to work and life.

Job Description – Team Member (Customer Support)

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