Customer Experience Agent Advisor: Balfe's Bikes

Balfe’s Bikes – Customer Experience Agent Advisor

At Balfe’s it’s all about people. And bikes! It’s the passion, energy and enthusiasm of all of our colleagues throughout the business, which makes Balfe’s a great place to work.

Our brand Purpose is: To make cycling welcoming for all and empower people to feel confident living life on two wheels.

Our brand Mission is: Our mission is to inspire a lifelong love of cycling by welcoming and supporting every rider – whether they’re a complete beginner or a seasoned pro.

Our brand Vision is: To be the cycling retailer of choice, renowned for our great product selection and exceptional service, earning the trust and loyalty of every customer.

Joining Balfe’s means you’ll be working with like-minded people, and you will have opportunities to develop your skills and experience, and plenty of career progression if you want it.

Based at Gatwick Warehouse, Crawley, West Sussex.

We are looking for a full-time Customer Experience Agent to deliver excellent service to our customers through a variety of channels. Our people are at the heart of what we do and ensuring our customers and colleagues get the best service is a key driver. Based in Crawley, we currently have 12 stores in London and, Southeast. We are passionate about cycling and want to communicate this to our customers.

The Customer Experience Agent will report directly to the Support Team Manager who is responsible for the coaching, training and development for members of the Support Team.

The contacts from the customers will be managed through a variety of channels including phones, webchat, social media and email correspondence. Experience of some or all these channels is required.

Key Responsibilities

• Monitor, respond to, and resolve customer queries related to cycling products and services via webchat, phone, email, and social media.
• Provide expert technical support on the full range of Balfe’s Bikes products, ensuring customers receive the best advice for their cycling needs and satisfaction.
• Assist customers by offering detailed product information, helping them find the right bikes, components, and accessories, and resolving any issues that arise.
• Maintain a professional and friendly approach when communicating with customers, ensuring they feel valued and supported.
• Offer alternative solutions, when necessary, always aiming to meet customers' cycling needs and enhance their experience.
• Advise on and process Cycle to Work schemes, helping customers make the most of these programs to get on the road.
• Perform any other customer service-related tasks, always ensuring a smooth and positive experience for all cycling enthusiasts.
• Any other Customer service-related tasks as directed by management.

Knowledge, Skills and Experience:

• Ability to demonstrate a solid understanding of bicycles, components, and cycling technology, with a genuine passion to broaden and expand this knowledge further.
• Excellent verbal and written communication skills, with the ability to engage effectively with fellow cyclists, team members, and customers.
• Exceptional attention to detail, striving for excellence in all aspects of bike assembly, maintenance, and customer service.
• Proven experience working in a dynamic, fast-paced environment, ideally within the cycling or outdoor industry, contributing to a high-performing team.
• Skilled at managing multiple tasks and shifting priorities while maintaining high standards of quality and service.
• Self-driven and decisive, with a positive attitude, strong problem-solving abilities, and the ability to take ownership of tasks from start to finish.
• Confident and professional communication skills, with the ability to engage with all levels of the business, including senior management and directors.
• Flexible and adaptable, with the willingness to take on varied duties as needed, including working evening and weekend shifts in line with business needs.
• Availability to work one weekend day every five weeks and a late shift (11am to 8pm) once a week, ensuring the team’s operational flexibility.

Balfe’s Perks

What's in it for you? Plenty. We offer our team a pretty nice package of perks (even if we do say so ourselves), including:

• Cycle to Work initiative.
• Excellent staff discounts
• Performance bonuses
• Referral Bonus
• Enhanced Parental Policies
• 28 Days Annual Leave

Our Values

Passion: We live and breathe cycling, and we’re here to inspire a lifelong love of riding in every cyclist

Knowledge: We share our expertise to empower every rider with the confidence to enjoy every journey

Community: Cycling connects us all, and we foster a welcoming space where every rider belongs

Teamwork: No egos. Just collaboration. Working together to support our customers and each other.

Honesty: Trust is everything. We’re always open, transparent and committed to doing the right thing.