Customer Service Advisor

About Us

Tredz is one of the UK's leading online cycling specialists, supporting riders nationwide with everything they need to get moving. From our Swansea base, we run a Contact Centre, Support Centre, and distribution hub, plus specialist stores in Swansea and Cardiff.

It's an exciting time to join us, as we've ambitious plans to expand and innovate. We're passionate about delivering an outstanding customer experience and creating a workplace where people thrive.

The role

This is a role for someone who loves solving problems, getting things done, and helping riders enjoy their cycling hobby. You'll be the person our cycling customers turn to when they need support with their order, whether that's a delivery issue, a change of mind return, a payment query, or help adding or swapping items before dispatch.

Our customers are riders who live for cycling. Every time you sort a delivery problem, process a refund, answer a question clearly, or help them adjust their order, you're making sure they can get on with enjoying their hobby without hassle.

No two days are the same. One moment you're on live chat helping track a parcel, the next you're on the phone processing an exchange or coordinating with our courier partners to redirect a delivery. You'll manage your own cases, keep customers informed, and work across teams to make sure things get sorted quickly and properly.

If you enjoy clear communication, taking ownership of problems and tasks, and making a real difference when riders need help, this is the role for you. Apply today

Here's what a day in the role will look like:

• Talk to customers about what they need help with, using telephone, online chat, email or social media
• Work with courier partners to track deliveries, arrange redirections, or organise returns
• Keep records up to date by logging and tracking the cases you handle in our systems
• Manage your own workload, making sure customers get what they've ordered, when they expect it
• Share helpful advice on products, care, and maintenance, while explaining customers' rights and options (using the training and resources we provide)
• Handle order changes like cancellations, refunds, exchanges, and payment or account queries
• Coordinate with other colleagues like bike experts, aftersales, warehouse and finance to quickly resolve delivery, order, and other issues.

What you'll need to do well in this role:

Experience

• 1+ year of office/contact-centre based working or similar environment (essential)
• Regulated environment experience (e.g., financial services, insurance, banking, utilities) (preferred)
• Cycling industry experience or genuine passion for cycling (advantageous)

Skills & Attributes

• Excellent verbal and written communication
• Strong attention to detail and organisational skills
• Ability to manage and prioritise your workload
• Customer-first mindset with a solution-focused approach
• Ability to empathise, with keen active listening skills

Work pattern: Shift work mainly Monday to Friday with some weekends.

What you'll get (subject to eligibility):

• Competitive Salary: £25,605 per annum.
• Hybrid Working
• Trade Price Discount: Access to bikes, parts, and accessories at unbeatable trade prices (plus VAT). An amazing perk for anyone who's passionate about cycling.
• Great Team: Work in a thriving environment that is passionate about Tredz being a great place to work.
• Skill Development: Grow your expertise by joining a team that supports a culture of learning and development.
• 33 days holiday (increasing to 38 days with length of service)
• Up to 50% off Halfords garage bills and discounts across Halfords retail stores
• Discounts on everything from groceries to restaurants, shopping, and insurance
• Family & Friends Discounts
• Cycle to Work Scheme
• Financial Planning Support
• 24/7 GP Access, 364 days a year
• Share Save Scheme with 20% discount on shares
• Health Cash Plan
• Company Sick Pay, Pension and Life Assurance

Job Types: Full time, Permanent

Work Location: Hybrid 2 days minimum working from - Swansea SA7 9FH

At Tredz, we believe cycling is for everyone, and so is a great place to work. We're committed to building an inclusive team that reflects the diversity of our customers and communities. We welcome and encourage applications from people of all backgrounds, cultures, abilities, genders, and identities.

If you need any adjustments during the recruitment process, just let us know — we're here to support you every step of the way.

Job Types: Full-time, Permanent

Pay: £25,605.00 per year

Work Location: Hybrid remote in Swansea SA7 9FH