About Fettle

We’re fettle.

We’re here to ‘reinvent repair’ and put the ‘service’ back into bike servicing, for all types of rider.

Over the past three years, we’ve built the fastest-growing bike repair network, and launched a game-changing partnership with Kwik Fit to provide ‘faff-free’ repairs and servicing across London & Bristol (with more locations coming soon.)

Our innovative, tech-led approach is designed to shake up the industry and serve the growing demand from urban cyclists, bicycle manufacturers and cargo bike fleets.

We have big plans and are just getting started. So, if you have what it takes to help us deliver extraordinary service, zero faff, then read on…

Cyclists using Fettle have access to:

• Super convenient, central locations - As our network of locations grows we will provide full city coverage.

• Handy collection service - we believe customers want convenience and if that means we need to collect and drop off the bike, we will.

• Smooth, simple technology - our background is helping build tech for JustPark - a platform which allows drivers to pre-book parking. As well as being into our bikes we are also tech geeks and believe we have the right knowledge to build an awesome platform which is easy for cyclists to use and help mechanics work smartly and efficiently

• Quality services - not only will our mechanics be the best in-class, we are a friendly company who is obsessed with giving our customers unbeatable services using great new technology

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About the role

We are looking for a Customer Operations Associate to join our HQ team. The role is split across two aspects of the business; customer experience and operations, and would suit someone looking to join a fast-paced and ambitious startup.

You can expect to…

Customer Experience:

• Be the face of fettle. You’ll be taking new bookings and answering queries via phone, email and text message. 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.
• Manage our ticketing and phone systems. You’ll need to be organised and able to keep on top of things, reacting quickly when necessary and keeping our systems up to date.
• Own 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.
• Respond to feedback. We’re not perfect and sometimes we do get it wrong. It’ll be your job to respond to feedback publicly and internally, make things right, and figure 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.
• Conduct 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:

• Test new features. We use a lot of tech here at fettle and we’re always looking for ways to improve. You’ll be helping to come up with new features and making sure they work before they go live.
• Onboard new partners. As a growing company we work with lots of other businesses. You’ll be involved in the onboarding, including documenting processes and providing support to the partners and the wider team.

• Feedback to management & the rest of the team with what’s going well, what’s not going well, and how we can improve!

• Provide bug support. If something goes wrong in the system, you’ll be responsible for triaging and escalating this to our tech team.
• Support our logistics team. Our handy collection and return service makes it easier than ever for customers to get their bikes serviced.
• You’ll be working alongside our logistics team and occasionally taking ownership of this, making the route each day and liaising with drivers.

You must have…

• Excellent telephone manner and email writing skills

• Strong organisational skills and the ability to spin many plates; startups can be busy and varied.

• Confidence using online technology

• A problem solving mindset with a resilient & determined nature
• A responsible nature - you’ll need to get stuck in and take ownership

• Eligibility to work in the UK

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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.
• Experience using different communication systems e.g. Freshdesk/Freshcaller and Slack

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Benefits

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

• A competitive salary of £26,000 - £28,000
• Hybrid working from our London office/home

• 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

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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):

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1. What is it about this role that excited you 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 do to solve it?

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