Customer Service Executive in London

£26,013 per year

• Do you love sharing your passion for cycling with others?
• Do you enjoy delivering a great customer experience as a trusted advisor?
• Would you like to work with a fast growing, industry leading company with great opportunities to further your career?

havebike (now part of Halfords) is currently looking for a bicycle loving sales and customer services executive to support our customers.  You’ll be supporting a customer’s first call to enquire about a service/repair, contacting them to explain the mechanic’s assessment of their bicycle or handling any customer care issues, we want someone who is willing and able to uphold our reputation for excellence, professionalism and fairness in the workplace – whilst delivering outstanding service: first time, every time. That’s why our customers give us great reviews on Trustpilot.

You should have a broad knowledge of all types of bicycles and some (basic) bicycle mechanical knowledge, with an excellent telephone manner and familiarity with basic IT packages (inc. Microsoft Office). You will be able to communicate with other team leaders while problem solving using your own initiative under timescale and delivery pressure. You should also be comfortable upselling bicycle products and services.

You’ll be responsible for:

• Answering incoming phone calls and emails from customers, helping them with any questions they may have, and taking bookings over the phone.
• Helping monitor bookings and ensuring steady and constant levels avoiding peaks and troughs.
• Explaining clearly and concisely to customers in jargon-free language, what issues we have found with their bike, what services the bike should have and what replacement parts the customer needs.
• Using the opportunity to upsell suitable products and services to customers, demonstrating knowledge and acting with honesty and integrity.
• Helping keep customers updated with their job at all stages.
• Helping monitor and liaising with the Cycle Hub Manager to ensure the daily workflow is completed.
• Helping liaise with the team to monitor collections coming into the workshop and ensuring jobs are complete and ready to be dispatched on schedule.
• Helping order parts required, ensuring deliveries are allocated to the relevant jobs.
• Helping maintain all paperwork and electronic records relating to jobs.
• Assisting the Marketing Team generating content for newsletters and social media posts, e.g. before and after pictures of serviced bicycles, pictures of interest of bikes we are working on

What we’re looking for:

• Computer literate: some experience with Outlook, basic Excel, and experience of CRM systems
• Knowledge of bicycles and cycling (including basic bicycle maintenance)
• Strong communication skills
• Customer service experience
• Ability to upsell

We know that everyone has different priorities at different stages of their lives, so we offer a wide range of rewards and benefits. As well as holiday and contributory pension, you can expect to enjoy:

• 25% off most of our products in Halfords Retail stores and online
• Amazing discounts of up to 60% on your garage bills at Halfords Autocentre
• Discount on Halfords Breakdown Cover, with bike cover as standard for all annual policies
• At least 25% colleague discount at Tredz
• Life assurance
• Uniform
• Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• Employee assistance programme offering free, independent, confidential support and counselling 24 hours a day, seven days a week
• Fantastic Trade Price Bike Scheme - buy one bike per year from a range of bikes which have been significantly reduced
• Option to join our Sharesave scheme: save to purchase shares at a 20% discount
• Cycle2Work scheme
• Wagestream – a financial planning app that gives you more control over your pay. Access up to 30% of your pay as you earn it and save automatically from your salary to build a rainy-day fund for the future
• Health Cash Plan - claim cash back towards your healthcare costs and get access to health and well-being services 

We’re in an exciting chapter – rapidly growing our business. Join us and be part of our success story in getting the nation safely back on the move.