Summary
Location
United Kingdom
Type
full-time
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About this role
Are you passionate about cycling, sustainability, and operational excellence? Bike Club, a pioneering force in children’s bike subscription services, is on the lookout for a committed Customer Service Executive to initiate and elevate our customer experience.
With over 80,000 bikes, we are the second-largest bike rental network globally, and the largest in the children's bike sector. While our headquarters is in the United Kingdom, we are also active in Germany and Austria.
We’re a purpose-driven company that believes in ethical practices and a supportive work environment. If you thrive in a fast-paced setting, enjoy problem-solving, and want to help shape how we do things, we’d love to hear from you.
Tasks
At Bike Club, our members are at the heart of everything we do and our Customer Service Team is key to making that happen. As a Customer Service Executive, you’ll help keep our community happy by delivering exceptional service across email, phone and social media.
Your day-to-day could include anything from helping parents choose the right bike, to resolving queries around deliveries, payments, or bike issues. No two days are the same, and we love it that way! You will:
- Handle member queries across multiple channels, including emails, telephone, and social media.
- Develop expert product knowledge of our bicycle range to offer tailored advice and recommendations to our members.
- Act as the voice of the customer by gathering feedback and sharing insights with your team.
- Communicate clearly and effectively, ensuring information is always shared clearly and concisely.
- Demonstrate a solution-focused approach by resolving issues on the first contact whenever possible.
Requirements
- Fluency in both English and German, with strong written and verbal
communication skills (a must). - Genuinely care about offering the highest level of customer support.
- Previous experience with CRM tools, preferably Salesforce.
- Strong problem-solving skills, coupled with a natural curiosity and a desire to learn.
- A high level of empathy and a commitment to exceeding customer expectations.
- You actively seek out feedback to help yourself grow and improve.
- Love the dynamic of a team environment, but are just as comfortable working independently.
- You can remain positive when the going gets tough and when working under pressure.
- A dependable, organised, and dedicated team player.
- At least 1 year of real-life experience in a similar customer service role.
Benefits
- Remote first – work from anywhere in the UK. You will be required to attend a monthly in-person team meeting at our warehouse in East London
- Flexible hours – 37.5 working hours per week. While some Saturday availability is required, we’re open to different work patterns. Our core hours are Monday - Friday, 9 am - 5:30 pm.
- Holidays – 26 days annual leave plus bank holidays, with additional days accrued for each year worked
- Sustainability impact – you will be working for a B Corp Certified company that actively contributes to environmental and social good
- Parental leave – enhanced maternity and paternity leave
- Bike subscription – £30/month discount towards Bike Club subscription
Ready to take your career into a higher gear with Bike Club? We’re keen to pedal forward with you on our team! Apply Today! We invite you to forward your CV and a cover letter expressing your enthusiasm for the core values and vision of Bike Club. Join us, and let’s embark on this trailblazing journey together!
Other facts
About The Bike Club
At Bike Club, we believe in inspiring the next generation to fall in love with cycling. Kids deserve the opportunity to learn the life changing skill of riding a bike, and they deserve to do that on bikes that are the right size for them.
Our model
We are a bike subscription service that offers high quality kid’s and adult’s bikes for a monthly fee. This means that, once a child has grown out of their bike (which happens rather frequently throughout their childhood!) the bike can be exchanged for a bigger one.
Pre-loved bikes that are exchanged come back to our expert mechanics who refurbish them to industry leading standards before they return to our fleet ready to be ridden and loved by a new family.
This model reduces the demand for the manufacture of new bikes as well as reducing the amount of kids bikes that end up in landfill. It also allows parents to spread the cost of having bikes for their children.
Our model and the environment
Our model supports a circular economy and offers a more sustainable and environmentally friendly solution to consumers. As of January 2023, we are a Certified B-Corporation meaning we are part of a movement that is using business as a force for good.
Our Story
Bike Club was founded by a young, bike-loving couple living in London, who thought there must be a better way to pay for consumer goods, such as kids bikes, that didn’t involve ownership or traditional retail finance. They founded Bike Club in 2016 when they began renting out bikes to family and friends while experimenting to find the optimal business model. They settled on a hire-exchange solution and received a full consumer credit licence from the FCA.
They were overwhelmed with the number of orders they received once they launched. With already over 40,000 members, Bike Club has since become one of the world's largest bike rental networks, connecting sustainability-minded consumers.
What you'll do
- As a Customer Service Executive, you will handle member queries across multiple channels and develop expert product knowledge to provide tailored advice. You will also gather customer feedback and ensure clear communication while resolving issues effectively.
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