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• Job Title: Bike Builder/Rider Care
• Function: Delivering high-level bike and e-bike service with excellent customer care
• Line Manager: Store Manager
• Management Responsibility: None

Purpose of Role You will be an important part our first-class bike assembly and after
sales/Rider Care team, based from our Rutland Cycling store in Milton Keynes.

This is a role with varied responsibilities where you are required to possess a high level of
attention to detail, bicycle assembly skills and a high level of mechanical bicycle and ebike knowledge as well as excellent customer service skills.

MAIN INTERFACES

Internal

• Store Manager

• Specialized Lead Mechanic

• Rider Care Manager

• Rider Care team, Logistics, Global Rider Care team, Global Quality team

External

• Riders

• Courier partners (eg. TNT/DPD etc.)

• • Building all our bikes to the highest of standards to be supplied directly via our Rutland e-commerce platform.
  • Inspect bikes during the build process to ensure the bikes conform to our high-quality levels.
  • Packaging bikes to a high standard to ensure safe delivery to the rider.
  • Utilising various systems, such as Citrus Lime ensuring all bikes are built as planned and riders informed.
  • Diagnosing and repairing riders' bikes which are sold via mail order.
  • Manage our shared customer service inbox supporting riders remotely with technical assistance as well as shipping updates.
  • Resolve unique or complex issues through creative, rider focused solutions.
  • Be prepared to call riders with updates as required.
  • Utilise our build planning software tool to ensure all builds are on time and information updated in line with company processes.

KNOWLEDGE AND EXPERIENCE REQUIRED

Qualifications (Preferred)

• Bicycle maintenance and repair proficiency – CYTEC qualified bike mechanic level 3

Experience - What you will need to Win

• • 2+ Years' experience in building, maintaining, diagnosing, and repairing high-end bicycles.
  • Proven experience in diagnosing and repairing bikes and e-bikes.
  • Driven by a desire to create perfection.
  • Excellent customer service and communication skills
  • PC proficiency in Microsoft Word, Outlook, and Excel.
  • Ability to work on own or as part of busy team
  • Excellent time management skills to ensure workload is prioritised to meet customer needs and department KPI's.
  • In depth technical knowledge of Specialized product and the cycling industry in general
  • Proven ability to meet deadlines.
  • Excellent analytical, organizational and problem-solving skills
  • Hold a full UK driving licence.
  • Flexibility is required as there will occasionally be a business need to work some weekends.
  • 42.5 hours per week
  • Location: based at Rutland Cycling Milton Keynes, UK
  • Salary: based upon experience

Language skills

• English (fluent)

Working for Rutland Cycling

Rutland Cycling is a subsidiary of Specialized UK Retail one of the UK's leading cycle retailers. We're much more than your average bike shop, and our people play a key role in making our company stand out from the crowd. We are incredibly proud of our team, who deliver excellent service to our customers every day of the week.

Our aim is to attract likeminded people who have a similar passion for cycling and can contribute to improving the company's performance. That being said, we are also keen to encourage individuality by providing scope for you to demonstrate your unique skills, experiences and background. We will do this by facilitating rewarding careers and a supportive working environment where you will be encouraged to fulfil your full potential.