At a Glance
- Tasks: Support retailers and partners, manage orders, and resolve customer queries in the cycling industry.
- Company: Join Trek, a passionate team dedicated to getting more people on bikes.
- Benefits: Enjoy 25 days leave, discounts, health support, and flexible working options.
- Other info: Opportunities for growth and a commitment to equity and inclusion.
- Why this job: Be part of a collaborative team delivering exceptional customer experiences and making a difference.
- Qualifications: Fluency in English and Czech/Slovak, with strong communication and relationship-building skills.
The predicted salary is between 28000 - 35000 £ 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?
The Role:
- Position: Customer Care Guide
- Department: Customer Care
- Type: Full time, Permanent
- Location: Milton Keynes, UK (hybrid working approach)
- Reports to: UK+ Customer Care Manager
- Travel: Occasional within UK and Europe
Do you love building strong relationships and delivering exceptional customer experiences? Are you passionate about cycling, or excited to learn more about the cycling industry? If so, we'd love to hear from you.
We're looking for a Customer Care Guide to support our retailers across Czech Republic and Slovakia, as well as a growing network of distributor partners. In this role, you'll be at the heart of the retailer experience - providing expert support, managing orders, resolving queries, and helping our partners succeed at every stage of their journey with Trek. Working closely with different stakeholders, you'll play a key role in delivering the incredible hospitality Trek is known for. You'll work alongside a collaborative, high-performing Customer Care team that consistently delivers outstanding service, reflected in an industry-leading Net Promotor Score (NPS) of 97. We're passionate about creating positive, memorable experiences for our retailers and customers, and we're looking for someone who shares that commitment to excellence. This role operates Monday to Friday, 8:00am – 4:30pm.
Key Responsibilities:
- Manage retailer accounts within your market, supporting order placement and maintenance while ensuring products are delivered accurately and on time.
- Partner closely with your Territory Manager to support sales performance and drive growth, contributing to monthly and annual business targets.
- Manage warranty claims within your market, working proactively to provide timely, effective resolutions (within 48 hours).
- Take ownership of customer queries from start to finish, ensuring every issue is handled efficiently, professionally, and with a customer-first approach.
- Collaborate with departments across the business to ensure the smooth and timely delivery of products and services.
- Accurately capture and maintain records of customer interactions, enquiries, and resolutions.
- Follow up on customer interactions to ensure positive outcomes and high-quality service.
About You:
- Fluency in English and Czech/Slovak, with excellent verbal and written communication skills.
- A professional, approachable telephone manner.
- Good IT skills, with confidence using Microsoft Office and web‑based systems.
- Strong relationship-building skills.
- Well organised, with good time management skills and the ability to manage priorities independently.
- Flexible and adaptable when responding to different customer needs.
- Experience working in a customer care or customer service environment.
- Interest in bicycle products or the cycling industry, or a willingness to learn.
- Experience dealing with technical or maintenance‑related queries within the cycling industry is advantageous but not essential.
- A Cytech qualification or equivalent is desirable.
If you don’t meet all the criteria but believe you have great value to add then let us know in a cover letter why your skillset is right for the role!
Benefits here 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
If you have any particular requirements in respect of the recruitment or interview process, please mention this in your application and we will be happy to support you.
Please note that this position is also being advertised as a contractor opportunity in CZ/SK.
Customer Care Guide in Milton Keynes 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 Customer Care Guide, you'll be part of a supportive team dedicated to delivering outstanding customer experiences while enjoying benefits like generous annual leave, health and wellness discounts, and opportunities for professional development. Join us in our mission to inspire more people to ride bikes and make a positive impact in the cycling community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Guide in Milton Keynes
✨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 Customer Care Guide in Milton Keynes
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.
