About fettle

We’re here to ‘reinvent repair’ and put the service back into bike servicing, for all types of rider. We have designed the business around cyclists by making bike repair modern, accessible, convenient and hassle-free.

Only 2 years old, we’re the UK’s most progressive and fastest growing repair network. We have big plans, and off the back of our recent crowdfunding round of £1.3million, we are just getting started. We are hugely enthusiastic about cycling & care deeply about helping people to travel around cities without harming the environment. So, if you have what it takes to help us deliver extraordinary service, zero faff, then read on...

About the role

We are looking for a customer operations associate to join our HQ team, who is comfortable both juggling many operational plates and speaking to customers.

The role is split across two aspects of the business; customer experience and operations and would ideally suit someone starting out in their career, looking to join a busy and ambitious startup.

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You can expect to…

Customer Experience:

• Be the face of fettle. You’ll be taking new bookings via phone and email. As the first point of contact for our customers, it will be up to you to set the tone for the rest of their experience.
• Owning improvements to our customer experience. One of the best bits of working at a start-up is being able to solve problems. No red tape to wade through; as the point person for customer experience, if you see a point you want to improve, you have the freedom to do that. The ideal candidate will be an excellent problem solver.
• Responding to feedback. We’re not perfect and sometimes we do get it wrong. It’ll be your job to respond to feedback, figuring out anything we may need to put in place to stop it happening again, whether it’s a change to our tech, or a new process to follow in the workshop.
• Conducting research. We love to hear all about our customers’ fettle experiences. You’ll be conducting customer interviews from time-to-time, gleaning what went well and what we can build on in future.

Operations:

• Managing our logistics. Our handy collection and return service makes it easier than ever for customers to get their bikes serviced. You’ll be managing the logistics of this, making the route each day and liaising with drivers.
• Helping with events/ large corporate bookings. Not only do we service bikes in the workshop, but we also do large corporate bookings or ad hoc events. Whilst you won’t be organising these per se, you’ll be providing operational support to the organisers.

You must have…

• Excellent telephone manner
• The ability to juggle many plates; startups can be busy and varied.
• A passion for cycling
• Comfortable using online technology
• A problem solving mindset with a resilient & determined nature
• Eligibility to work in the UK

It’s a real bonus if you have…

• A passion for cycling. If you know your spokes from your stems, that’s a big bonus for us.
• Customer service experience. Perhaps you had a Saturday job in a local shop, or worked in a call centre.
• A full UK driving license

Benefits

As part of the fettle HQ team, you’ll get:

• A really competitive salary
• Opportunities for genuine career progression
• Share options
• Delicious food cooked by an amazing chef, twice a week
• Trade prices on bike parts from the day you start.
• Access to a benefits platform spanning health, counselling and discounts across tonnes of retailers

Application questions

We really want to know why you want to work at fettle. Along with submitting your CV, please answer the following questions (max 300 words total):

1. What is it about this role that excited and made you apply?
2. Can you think of a time you solved a problem? What was the issue, how did you know it was an issue and what did you to solve it?

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