About Us:
Tredz is one of the UK’s leading online cycling specialists, helping riders nationwide with everything they need to get moving. From our Swansea base, we run a Contact Centre, Support Centre, and distribution hub, plus specialist stores in Swansea and Cardiff.
It’s an exciting time to join us, as we’ve ambitious plans to expand and innovate. We’re passionate about delivering an outstanding customer experience and creating a workplace where people thrive.
The role
This is a key Customer Operations leadership role responsible for leading the day-to-day delivery and continuous improvement of Tredz' end-to-end customer experience.
Leading the Customer Service, Bike Expert and Aftersales teams, you’ll ensure customers receive a seamless, efficient and high-quality experience at every stage of their journey with us. While each function has its own objectives, your role is to bring them together under a single customer-focused operating model, driving consistency, building customer confidence and supporting commercial success.
Reporting to the Customer Experience (CX) Manager, you will own the day-to-day operation of these customer-facing functions, creating a well-controlled and high-performing operation. You’ll translate strategic priorities into clear operational plans, ensuring teams, processes and resources are aligned to deliver outstanding customer outcomes and help establish Tredz as a market leader for customer experience.
Leading through a structure of Team Leads, you’re responsible for day-to-day performance across all three functions. You bring a disciplined approach to execution, ensuring clear actions, strong accountability, and consistent standards across the teams. You’ll ensure resources, processes, and capabilities are aligned to meet customer demand while balancing operational efficiency, employee wellbeing, and service excellence. A significant focus of the role is aftersales, where customer trust and long-term brand perception are often shaped. Working closely with suppliers, manufacturers, and internal stakeholders, you will drive effective resolutions, reduce customer effort, improve turnaround times, and ensure commercially sound decision making.
You will use data and Voice of Customer insight to understand performance and trends, identifying risks and improvement opportunities. Working closely with CX Manager, you will analyse customer feedback, including NPS, satisfaction and review sentiment, feeding insight back into the wider business to reduce repeat issues at source.
You’re supported by strong product and bike expertise across Tredz, which allows you to focus on leadership, coordination and performance.
Success in this role means delivering a consistently high-quality support experience, driving customer advocacy, strengthening customer confidence, and improving NPS, customer satisfaction, recommendation rates, and review sentiment.
Responsibilities
- Lead and oversee the day-to-day operation of the Customer Service, Aftersales and Bike Expert teams, ensuring a consistent, high-quality customer experience across the entire customer journey.
- Drive operational performance through clear objectives, effective workforce planning and strong accountability, ensuring service, quality, productivity, customer satisfaction and service level targets are achieved.
- Coach, develop and support Team Leads to build engaged, capable and high-performing teams that consistently deliver excellent customer outcomes.
- Drive Aftersales performance through strong operational oversight, coaching and quality assurance, ensuring customers receive fair, timely and confidence-building resolutions.
- Monitor operational and customer performance data, customer feedback and complaints to identify trends, risks and root causes, working with wider teams to improve service delivery and resolve issues at source.
- Support digital adoption and continuous improvement initiatives across customer-facing processes, helping reduce customer effort, remove inefficiencies and improve first-time resolution rates.
- Build effective relationships with internal and external stakeholders to support positive customer outcomes and efficient ways of working.
- Ensure operational controls, policies and decision-making frameworks are applied consistently, balancing customer satisfaction with commercial performance.
- Promote a customer-centric culture that encourages ownership, collaboration and continuous improvement, using operational insight to support the wider Customer Experience strategy, customer loyalty and business growth.
Experience & Knowledge
- Proven experience leading multiple teams through Team Leads or equivalent, with accountability for performance, engagement and operational delivery. (Essential)
- Experience implementing and maintaining clear processes, standards and operating frameworks to drive quality, consistency and team capability. (Essential)
- Strong experience managing operational performance, including KPIs, service levels, workforce planning and cost control. (Essential)
- Track record of using data and customer insight to identify issues, drive improvements and deliver measurable results. (Essential)
- Proven ability to build relationships and influence stakeholders across the business to resolve issues and drive positive outcomes. (Essential)
- Experience managing complex customer environments, including escalations, service recovery and customer complaints, balancing customer and commercial outcomes. (Essential)
- Interest in cycling or relevant industry experience. (Nice to have)
What you'll get:
- Competitive Salary: £40,000 per annum (Grade T-D)
- Trade Price Discount: Access to bikes, parts, and accessories at unbeatable trade prices (plus VAT)—an amazing perk for anyone who’s passionate about cycling.
- Great Team: Work in a thriving environment that is passionate about Tredz being a great place to work.
- Skill Development: Grow your expertise by joining a team that supports a culture of learning and development.
- 33 days holiday (increasing to 38 days with length of service)
- Up to 50% off Halfords garage bills and discounts across Halfords retail stores
- Discounts on everything from groceries to restaurants, shopping, and insurance
- Family & Friends Discounts
- Cycle to Work Scheme
- Financial Planning Support
- 24/7 GP Access, 364 days a year
- Share Save Scheme with 20% discount on shares
- Health Cash Plan
- Company Pension and Life Assurance
At Tredz, we believe cycling is for everyone — and so is a great place to work. We’re committed to building an inclusive team that reflects the diversity of our customers and communities. We welcome and encourage applications from people of all backgrounds, cultures, abilities, genders, and identities.
If you need any adjustments during the recruitment process, just let us know — we’re here to support you every step of the way.
Closing date: Monday 27th July- we reserve the right to close the job advert early should we have a high number of applicants.
Pay: £400,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- On-site parking
Work Location: Hybrid remote in Llansamlet SA7 9FH
