About 99 Bikes & Pedal Group
99 Bikes UK is proudly part of the global Pedal Group network. Our vision is to be “The World’s Most Approachable Bike Shops.” We are a proudly B-Corp-certified business focused on delivering excellent customer outcomes across all physical and digital channels. We actively promote from within, making this role a fantastic stepping stone for future leaders wanting to grow a long-term career.
Role & Responsibilities
You will be the driving force behind our Digital-First customer service strategy, dedicating the majority of your time to resolving multi-channel website queries. You will also remain adaptable, providing occasional hands-on support to our retail team when needed.
- Primary Focus (Hybrid/Remote): Manage high-volume multi-channel website interactions across Zendesk (Email/Live Chat) and phone calls.
- Troubleshoot e-commerce orders, process bank refunds, cycle schemes, and handle remote warranty claims, price match requests, and gift card issues.
- Execute dynamic channel triage, smoothly pivoting between digital chat queues and phone demand.
- Secondary Focus (In-Store): Provide occasional hands-on shop floor cover at the Walton store to assist walk-in customers during staff holidays or absences.
What You Need to Succeed
To thrive in this role, you will need a blend of practical customer service experience, cycling knowledge, and a highly motivated mindset:
- Customer Service Experience: Proven experience in a customer-facing role (e-commerce or retail), with the ability to confidently manage queries via phone, email, and live chat.
- Bike Knowledge: A solid understanding of bikes, parts, and accessories to effectively troubleshoot technical queries and advise our riders.
- Proven Achievements: A successful track record and driven mindset, demonstrated through personal goals, sporting, study, or previous work.
- Communication & Adaptability: Exceptional communication skills with the flexibility to focus heavily on digital troubleshooting, while occasionally switching to face-to-face customer service.
Rewards & Benefits
People are our number one philosophy. We care about your health, well-being, and your 'Brightness of Future'.
- Global: Our culture is built on celebrating high achievement. Each year, our top achievers are rewarded with an opportunity to fly to an exotic destination for an amazing event packed with activities (like previous trips to Whistler and Japan).
- Career Growth: Access to our 7-program Leadership Academy to nurture those who have aspirations to lead a team and run a business.
- Everyday Extras: Company pension, sick pay, employee discounts, and competitive staff purchase price to own the bike of your dreams.
Pay: From £28,500.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Sick pay
- Work from home
Work Location: Hybrid remote in Walton-on-Thames KT12 1PL
