Customer Care Guide; Ecommerce

Job Description The Role

Job title: Customer Care Guide (Ecommerce)

Department: Customer Care
Location: Milton Keynes, UK (hybrid working model; 3 days at the office, 2 days at home)
Type: Permanent, Full Time (37.5 hours per week)

Reports to: Customer Care Team Leader

Do you love building trusted relationships and delivering standout 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 join our UK Customer Care Ecommerce Team. In this role, you’ll be at the heart of the customer journey - supporting customers from placing their order through to resolving queries and ensuring every interaction leaves a positive impression. You’ll also work closely with the wider Customer Care team, lending a hand with ad hoc tasks as needed.

This role may occasionally include weekend work, depending on business needs.

• Taking ownership of customer queries from start to finish, ensuring timely and effective resolution
• Working closely with teams across the business to ensure products and services are delivered smoothly
• Accurately recording customer enquiries, feedback, and actions taken
• Reviewing and processing consumer orders and returns in line with company procedures

• A positive, can‑do attitude and a genuine desire to help customers
• A professional and empathetic telephone manner
• Strong communication skills, both written and verbal
• Flexible and adaptable when responding to different customer needs
• Confidence working in a fast‑paced environment and managing competing priorities
• Good IT skills, with confidence using Microsoft Office and web‑based systems
• Experience or interest in bicycle products, or a willingness to learn
• Experience working in a customer care or customer service environment
• 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:

• Training and development opportunities
• 25 days annual leave plus bank holidays
• Discounted employee purchase scheme on bikes, parts and accessories
• 24/7 employee assistance programme
• 24/7 virtual GP services and counselling services
• Gym membership discounts and discounts on other health & wellbeing brands
• Retail discount platform on high street and online brands including Asos, Argos, Sainsburys, M&S, John Lewis, Ikea, Tui, Easy Jet and many more
• Annual paid time off for charity work
• Death in service benefit
• Enhanced family leave 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.