At a Glance
- Tasks: Lead the service experience, support customers, and empower your team with kindness.
- Company: Join Trek, a vibrant company passionate about bikes and customer hospitality.
- Benefits: Enjoy 25 days leave, discounts, health perks, and flexible working options.
- Other info: Embrace growth opportunities and contribute to a culture of equity and inclusion.
- Why this job: Make a real impact in a supportive environment while leading a dynamic team.
- Qualifications: 3+ years in bicycle service, strong leadership, and a passion for customer care.
The predicted salary is between 31500 - 38500 £ per year.
A bit about us Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re supported, encouraged to learn and grow, and given plenty of opportunities to do so. We invest in each other’s success and grow together as a team. We’re proud to offer flexible working opportunities, enhanced family-friendly policies, and a commitment to equity—because fairness and inclusion matter to us. Together, we’ll achieve great things. Ready to start your journey with us?
We are currently recruiting for:
- Position: Service Lead
- Location: Edinburgh
- Job Type: Full Time
What you’ll do
As a Service Lead, you’ll play an essential role in shaping the service experience at your shop. You’ll be the main point of contact for customers needing support, bringing warmth, clarity, and confidence to each interaction. You’ll ensure that every customer feels listened to, cared for, and guided toward the right service at the right time.
You’ll integrate sales and service by leading your team with empathy and accountability, making sure Trek’s signature hospitality shines through every step of the customer journey. You’ll keep service orders organised, maintain a clean and efficient workspace, and ensure that bikes are built and delivered with care and accuracy.
As the operational lead for your store’s Service Centre, you’ll make thoughtful decisions around workflow, staffing, and performance metrics. Your leadership will help create a smooth, positive environment for both your team and your customers. This role is perfect for someone who enjoys leading with kindness and clarity, who brings high energy to their work, and who loves finding ways to support their team’s success. You’ll have the opportunity to empower others, improve processes, and help your shop grow.
What you’ll bring to the team
- A warm and confident communication style, with a commitment to delivering a wonderful customer experience
- Strong leadership skills—the ability to motivate, uplift, and guide your team
- Great planning and organisational abilities, with comfort managing workflow and adapting quickly when things change
- 3+ years of bicycle service centre experience
- A proactive, supportive attitude and a passion for helping both customers and colleagues thrive
If you don’t meet every requirement but feel you bring something unique and valuable, we’d still love to hear from you. Please share in your cover letter why you believe you could be a great fit—we value curiosity, empathy, and potential as much as experience.
Benefits at Trek
- 25 days annual leave per year, plus bank holidays
- Discounted employee purchase scheme on bikes, parts and accessories
- 24/7 employee assistance program and counselling services
- 24/7 virtual GP services
- Healthcare cashback scheme
- Gym membership discounts and discounts on other health and wellbeing brands
- Annual paid time off for charity work
- Death in service benefit
- Cycle to work scheme
- Salary Sacrifice EV vehicle scheme
- Enhanced Family Friendly policies
If you have any requirements in respect of the recruitment or interview process, please mention this in your application and we will be happy to support you.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Service Lead in Edinburgh employer: Trek
Trek is an exceptional employer that prioritises employee well-being and growth, offering a vibrant work culture in Milton Keynes with flexible working options and enhanced family-friendly policies. As a Retail Marketing & Customer Care Coordinator, you'll enjoy a supportive environment where your contributions are valued, alongside benefits like generous annual leave, health and wellness discounts, and opportunities for community engagement. Join us to be part of a team that not only values fairness and inclusion but also empowers you to make a meaningful impact in the cycling industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Lead in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trek. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Trek before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Lead in Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Trek:Your cover letter is your chance to shine! Tell us why you want to work at Trek specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Trek!
How to prepare for a job interview at Trek
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
