Customer Care Guide

Job Description

A Bit About Us

We are 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.

Position: Customer Care Guide

Department: Customer Care

Type: Full time, Permanent

Location: Milton Keynes, UK (hybrid working approach)

Reports to: UK+ Customer Care Manager

Travel: Occasional within UK and Europe

We’re looking for a Customer Care Guide to support our retailers across Czech Republic and Slovakia, as well as a growing network of distributor partners. In this role, you will manage orders, resolve queries and help partners succeed.

This role operates Monday to Friday, 8:00am – 4:30pm.

Key Responsibilities

• Manage retailer accounts, support order placement and maintenance, ensuring accurate deliveries.
• Partner with Territory Manager to support sales performance and drive growth, contributing to monthly and annual business targets.
• Manage warranty claims, providing timely resolutions within 48 hours.
• Own customer queries from start to finish, handling efficiently and professionally.
• Collaborate across departments for smooth and timely delivery of products and services.
• Maintain accurate records of customer interactions, enquiries and resolutions.
• Follow up on customer interactions to ensure positive outcomes and high‑quality service.

About You

• Fluency in English and Czech/Slovak, with excellent verbal and written communication skills.
• Professional, approachable telephone manner.
• Good IT skills, confident using Microsoft Office and web‑based systems.
• Strong relationship‑building skills.
• Well organised, good time‑management, and independent prioritisation.
• Flexible and adaptable to varying customer needs.
• Experience in a customer care or customer service environment.
• Interest in bicycle products or the cycling industry, or willingness to learn.
• Experience with technical or maintenance‑related cycling queries is advantageous but not essential.
• A Cytech qualification or equivalent is desirable.

Benefits

• 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.

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