Customer Operations

Coordinator

We are searching for an organised and enthusiastic individual with cracking customer service skills. This person’s knowledge of bicycle components will be crucial in this role. Please note, this is a full-time position, working Tuesday to Saturday.

About fettle.

 

fettle is the UK’s fastest growing repair network for micro- mobility. Part of the JustPark family, Handlebars aims to help cities breathe. With more bicycles and scooters on the road than ever before, but fewer and fewer maintenance workshops to support them, we’re on a mission to turn underutilised urban spaces into perfect locations for repair and maintenance. We have big plans and are just getting started. 

 

We are hugely enthusiastic about cycling & care deeply about helping people to travel around inner-cities without harming the environment. We are on a mission to repurpose under-used spaces (buildings, shops and car parks) and offer a convenient place for all forms of bicycles to get serviced and fixed. Today, there are too few places for repairs and this problem will grow as more people use the trusty bicycle.

Something about the three workshops that are currently open...

 

Cyclists using the Handlebars service will 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

 

The business is in hyper growth so this is a rare opportunity to join from the beginning and help shape our future.  
 

Job Summary

We are a company that prides itself on providing a world-class service to our customers. This role is absolutely pivotal in helping us make sure we have the correct stock across our workshops, and also for supporting with customer queries and messages.

As a young and dynamic startup, there is a lot for us to do! This person will be excited about the prospect of diving headfirst into our mission of removing all faff from bike servicing. Hungry and driven, the ideal candidate for this role will see the bigger picture, and will be organised and methodical in helping us achieve our goals.

 

Roles & Responsibilities

This role is split into two different areas, both of which are key components in ensuring our customers have a world-class customer experience when using Handlebars. Roughly half of the role will be supporting our Stock Manager with our purchasing, and the other half supporting our Customer Experience Associate with customer queries.

Stock:

  • Ordering. You will be responsible for taking the lead on our day-to-day ordering, making sure that our workshops have the correct stock to complete customer jobs.

  • Organising. Ensuring that all stock is correctly labeled, organised and accounted for in our system.

  • Stock takes. Supporting the stock manager to ensure stock takes are done efficiently.

  • Stock movement between workshops. You will be responsible for this side of logistics.

  • Database. You will help us to make sure our database is in order.

 

Customer Experience:

  • Phone calls. You will be the voice for our business, helping to direct customers when they reach out over the phone.

  • Emails/Texts/Live Chat. You will use our tool Zendesk to help solve customer issues.

  • Workshops. You will help to relay important job information to our workshops

 

Requirements

  • A passion for cycling and a thorough knowledge of bicycle components

  • Ability to work one day at the weekend (this helps us better serve our customers)

  • Experience working in a retail, hospitality or customer service environment

  • You are incredibly organised and have an ability to prioritise the right task at the right time

  • Some exposure to a POS or B2B ordering software would be extremely advantageous

  • You are technologically-minded and able to pick up new softwares very quickly

  • An ability to adapt to constantly changing circumstances (things move quickly in startups!)

  • You pride yourself as a problem-solver and are able to help suggest improvements to the way we do things

  • If you have mechanical experience on bikes that would be a real bonus

  • A full UK driving license would also be very helpful

 

How To Apply

It is so important that every member of the Handlebars team is as excited about our company mission as they are their own role. For this reason, we will only review applicants who submit a cover letter with their CV, as we want to know what excites you about us and what motivates you, specifically!

Psst. Hey, you (yeah you).

To hear from fettle when we’ve got something interesting to say, please fill in your details. Don’t worry, no overload. We’re too busy riding to spam.

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Incubated by Just Park.          Copyright © fettle. 2021. 
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