RIDER SUPPORT

THE ROLE
We have an exciting opportunity for a Rider Support team member to join us on a full time, permanent basis in our Cossington office. If you take pride in your work, are passionate about providing impeccable levels of service and want to be part of an exciting, global renowned brand, then we want you to join us on our journey ahead.

You will be responsible for increasing satisfaction rates and driving revenue through providing friendly, timely and exceptional assistance to our customers across a range of support channels including phone, live chat, web form, socials and video call. You will become an expert on our products, services, policies and procedures across our brands, in order to assist with pre-purchase queries, up-selling, troubleshooting repairs and delivering expert after-care and technical advice.

KEY TASKS & RESPONSIBILITIES
• Stellar listening skills are a must as well as the ability to build an instant rapport with our valued customers
• Recommend products in line with customer needs and requirements
• Provide comprehensive and technical knowledge on all products within Giant Group brands
• Advise customers of our services including Delivery and Click & Collect
• Assist customers with the usage of our RideControl and RideLink apps
• Monitor, and help to manage delivery orders and customer expectations
• Help resolve complex issues and problems where necessary
• Liaise with our Service Centre and Retail Support Teams
• Provide general administrative support to the wider team
• Undertake other duties as may be required from time to time consistent with the responsibilities of the role and the needs of the Company

THE PERSON
The successful candidate will be a self-motivated and diplomatic individual who is a natural problem solver. You will be a confident, warm and friendly communicator, both verbally and written with a natural ability to build rapport easily.

To put you ahead of other applicants, you will already possess technical knowledge of bikes and their componentry; being able to hit the ground running with offering our customers advice about our products, rider accessories and any technical or service questions they may have from day one.

You will have previous experience of working within the cycling industry, or a have a keen interest in cycling and bicycle componentry as well as a continuous desire to learn more about our products and stay on top of new technologies is a must.

Ideally you will have previous experience within a contact centre environment, providing a timely and helpful service, treating every customer like they are your first and only customer that day, possessing a knowledge of managing and handling data in a GDPR secure and compliant manner.

You will be a team player with an adaptable approach to work, a can-do attitude, and positive outlook.

KNOWLEDGE, EXPERIENCE & QUALIFICATIONS
• Educated to GCSE level or equivalent
• Previous experience with Service Cloud or a similar system ideal but not essential
• Working knowledge of Microsoft Outlook, Word and Excel is essential
• Minimum of 2 years’ experience in a customer contact role
• Excellent written and verbal communication skills are a necessity
• Technical knowledge of bicycles, componentry and rider accessories is a must

Benefits:
• Company Contributary Matching Pension Scheme
• Profit and KPI based Bonus Scheme
• Private Health Insurance option
• Life Cover
• Loan Bike Scheme
• 21 days holiday increasing a day for each full year worked up to a maximum of 25 days
• UK public holidays given unless working is required which will be notified in advance
• Generous employee rates on bikes and accessories
• Company Wellbeing Scheme
• Enhanced Maternity and Paternity Packages
• Current Hybrid working options
• Home working office budget

Support:
• Regular reviews, PI’s and targets, and personal development plans
• Training courses and personal/ professional development opportunities
• Business-wide project opportunities