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Our History

 Our History

Wiggle started out as Butlers Cycles, a small independent bike shop established in Portsmouth, UK in 1920. In 1999, Butlers Cycles went online with the launch of wiggle.co.uk.

By focusing on providing unmatched value and great customer service, Wiggle rapidly took off in the UK and soon began expanding around the globe. We have now grown to become a global leader in the online retail of equipment for cycling, running and swimming, selling to over 70 countries in 10 languages and 14 currencies.

We occupy over 85,000 sq. ft. of warehouse space and stock over 2 million items!

Come Join the Wiggle Team

 Come Join the Wiggle Team

We are always looking for talented individuals who are passionate about what they do. We offer some of the most rewarding career opportunities in sports retail, eCommerce, and IT development. Our people are highly valued and thrive in a relaxed culture which encourages innovation and personal development.

We would absolutely love to hear from you and learn what makes you want to work for Wiggle! Please send your CV and Cover Letter to Jobs@wiggle.com

We would really like to be able to respond individually to each and every one of your emails, unfortunately due to the volume of applications we receive here at Wiggle, this just isn’t possible. So if you have not heard from us within 30 days of submitting your CV, please consider your application unsuccessful on this occasion.

Thank you for your interest in working for us and please take a look below at our current vacancies…

Wiggle Work and Play – The Benefits

 Wiggle Work and Play – The Benefits 

At Wiggle we understand the importance of maintaining a healthy work/life balance. We work hard, but our working environment is relaxed and we encourage staff to participate in sport. We frequently train together in club activities such as our running and cycling clubs which operate during lunch or after work. We also participate in events together such as sportive rides and running races.

Our benefits include

  • 25 days holiday
  • Pension & Life insurance
  • Healthcare scheme
  • Casual dress in our Google style offices
  • Staff discount
  • Monthly ride outs - At the end of each month to reward your hard work we encourage the business to take 1-2 hours out of their working day to go on a group ride, run, swim, walk or participate on one of our notorious scavenger hunts!

Job Applicant Privacy Policy

Job Applicant Privacy Policy

WiggleCRC is committed to protecting the privacy and security of your personal information when applying to work with us.

The policy makes you aware of how and why your personal data will be used, namely for the purposes of the recruitment exercise, and how long it will usually be retained for. It provides you with certain information that must be provided under the General Data Protection Regulation (GDPR).

Click here to see the full policy.

Bike Technician

Job Title: Bike Technician

Location: Wolverhampton

Position: Full Time, Permanent 

WiggleCRC is a fast-paced company filled with talented, passionate people. We ship thousands of bikes, components, clothing and accessories to over 115 countries on a daily basis and pride ourselves on the quality of products we sell, speed of delivery and first-class customer service. We offer many opportunities across a wide variety of departments in which we will engage your skills to their full potential.

What will you be doing?

The successful candidate will work on the assembly of bikes in line with PDI process

Main Duties and Responsibilities

  • Set up and configuration of high quality bikes before dispatch.
  • Monitoring and assessing quality of completed bikes using quality checklists
  • Ensure compliance with all Health and Safety regulations
  • Completion of regular housekeeping duties


Who are we looking for?

  • The ability to demonstrate proficiency in bike assembly
  • Proven working experience and the ability to clearly demonstrate a solid understanding in the pre delivery inspection process
  • 6 months experience in a workshop environment.
  • Proven quality control with the ability to identify bike faults
  • Positive can do attitude
  • Excellent attention to detail


Desirable Criteria:

  • Cytech Qualification - level 2 is essential, Level 3 is desirable 
  • Actual exposure to the Warehouse Management System and Live- Apps in relation to bike order process

PDI Technician

Are you a practical, hands on person, with a passion for cycling?  

At WiggleCRC we are looking for dedicated and enthusiastic individuals, that are as passionate about bikes as we are.  You may be an experienced bike mechanic, or it may have been a hobby of yours to build and maintain your bike for years, either way we would like to talk to you.

As a Bicycle Technician within our Bilston distribution centre, you will work alongside an experienced team assembling and quality checking our bikes. From a top of the range mountain bike, to a child’s bike or road bike, you will play a key part in ensuring that a high-quality product reaches our customer.  

WiggleCRC is a fast-paced company filled with talented, passionate people. We ship thousands of bikes, components, clothing and accessories to over 115 countries on a daily basis and pride ourselves on the quality of products we sell, speed of delivery and first-class customer service. We offer many opportunities across a wide variety of departments in which we will engage your skills to their full potential.

What will you be doing?

The Bicycle Technician will work on the assembly of bikes in line with PDI process

Main Duties and Responsibilities

  • Set up and configuration of high quality bikes before dispatch.
  • Monitoring and assessing quality of completed bikes using quality checklists
  • Ensure compliance with all Health and Safety regulations

Who are we looking for?

  • The ability to demonstrate proficiency in bike assembly
  • Proven working experience and the ability to clearly demonstrate a solid understanding in the pre delivery inspection process
  • 6 months experience in a workshop environment.
  • Proven quality control with the ability to identify bike faults
  • Positive can-do attitude
  • Excellent attention to detail

Desirable Criteria:

  • Cytech Qualification - level 2 or 3 or equivalent
  • Experience using a Warehouse Management System and Live- Apps in relation to bike order process

Why work for us?

We are always looking for talented individuals who are passionate about what they do. We offer some of the most rewarding career opportunities in sports retail, eCommerce, and IT development. Our people are highly valued and thrive in a relaxed culture which encourages innovation and personal development.

What’s in it for you?

If working alongside some for the most creative people isn’t enough, we offer you:

Excellent career progression opportunities, 25 days annual leave, Staff discount, 5% pension contribution, company sporting events, smart casual dress code and a brilliant company culture.

What’s next?

Is this the job for you? If so, we would love to hear from you…
Why not stand out from the crowd and send us your wiggly cover letter to give us a better idea of who you are and why you want to join the team…

#ComeJoinTheRide

 

 

Senior Front- End Developer

Job Title:  Senior Front- End Developer

Location:  Portsmouth

Position type: Full time, Permanent

 

WiggleCRC are looking to recruit an experienced Senior Front-End Developer to join the team.

What will you be doing?

WiggleCRC are in the process of modernising our ecommerce platform and you will play a key role in this project.

You will be responsible for the design, implementation and testing of WiggleCRC’s ecommerce platform, as well as defining and maintaining the standards which our software must adhere to, both in terms of development and security.

You will help us to define what a modern ecommerce site should be, both in terms of technology choices and architecture choices.

 

Responsibilities:

  • Build high quality web applications for WiggleCRC’s brands.
  • Act as an SME for web development decisions. Help to drive decisions on technology. Understand the impact those decisions will have to ensure the correct options are chosen.
  • Ensuring the architecture of applications allows for flexibility and scalability. Make decisions that create reusable components.
  • Drive best practices within the development team, including agile methodologies, automated testing, continuous deployment.
  • Help to maintain documentation of the software being developed to ensure common understanding within and outside the team. Help with service introduction of new features to the wider business.

Experience:

  • 5+ years industry experience as a software developer
  • Experience with JavaScript, TypeScript, CSS, HTML
  • Experience with modern web frameworks, React, Angular, Vue
  • Experience with web testing frameworks

Desirable Experience:

  • Experience with ecommerce
  • Experience CI tooling
  • Experience with cloud technologies
  • Experience with .net

Warehouse Team Leader

At WiggleCRC we are looking for dedicated and enthusiastic individuals, that are as passionate about bikes as we are. WiggleCRC are currently looking to recruit an experienced Team Leader to join and manage our exciting bike build team based at our Bilston Distribution Centre

What will you be doing?

As the Warehouse Team Leader you will manage an area of the operation as directed to a high operational standard, through delivery of agreed service levels and KPI targets, managing the team in the work area, ensuring that the work is assigned appropriately and that the team work accurately and efficiently in accordance to performance targets as well as safety protocol.

Responsibilities:

·Work as part of the leadership team supporting the FM to deliver effective operational performance and in exceeding KPI measures.

·Manage your departmental team in all aspects of throughput and performance and monitor and control individual performance and feedback.

·Drive high standards to ensure that company fulfilment targets are met

·Take responsibility for resolving any inefficiencies within the operation that could lead to SLAs not being achieved

·Work with other team leaders and departmental managers to allocate resources appropriately to relieve work pressures where required

·Ensure that work is being assigned effectively by the shift coordinators

·Manage attendance process, including return to work interviews, sickness absence meetings, welfare meetings, OH referrals etc ensuring full compliance with HR guidelines

·Manage colleague behavior and, where appropriate, undertake coaching, disciplinary investigations and disciplinary hearings when required

·Undertake colleague performance reviews in a constructive and productive way ensuring that colleagues understand performance targets and expectations and have improvement plans in place where required

·Conduct team briefings to keep colleagues informed of performance targets and expectations

·Drive Continuous Improvement across the site by using MBWA (Management by Walking Around) and 5s

·Ensure that the highest health and safety standards are adhered to and any incidents or accidents are investigated, and any reporting requirements completed and improvement actions carried out

·Set the next shift up for success by ensuring that there is an accurate handover in place.

·Produce comprehensive and detailed reports about team performance, objectives and deadlines using the WMS (Red Prairie)

Who are we looking for?

·Experience in a team leader role (or higher)

·Experience working in a warehouse or operations environment

·Working knowledge of a WMS system is essential

Competencies:

·Knowledge of Microsoft Excel and the Red Prairie system with experience in using Excel for reporting

·High levels of accuracy and attention to detail

·Forward planning skills and the ability to proactively manage time

·Confident and able to direct others in a positive and motivating way

·Communicate in an engaging and effective way

·Ability to be flexible with work duties and hours to meet the needs of the site and business, including weekend and shift work

Why work for us?

We are always looking for talented individuals who are passionate about what they do. We offer some of the most rewarding career opportunities in sports retail, eCommerce, and IT development. Our people are highly valued and thrive in a relaxed culture which encourages innovation and personal development.

What’s in it for you?

If working alongside some for the most creative people isn’t enough, we offer you:

Excellent career progression opportunities, 25 days annual leave, Staff discount, 5% pension contribution, company sporting events, smart casual dress code and a brilliant company culture.

What’s next?

Is this the job for you? If so, we would love to hear from you…
Why not stand out from the crowd and send us your wiggly cover letter to give us a better idea of who you are and why you want to join the team…

#ComeJoinTheRide

Change and Release Analyst

Job Title:  Change & Release Analyst

Location:  Portsmouth

Position type: Full time, 6-month Fixed Term Contract

WiggleCRC are looking to recruit a Change & Release Analyst to join the ride on a Fixed Term Contract until September 2021.

What will you be doing?

You will ensure standardised procedures are used to enable efficient and prompt handling of change and that the change control process supports the needs of the business from a risk management perspective.

Responsibilities:

  • Receive, record, categorise and distribute Change Controls and arrange for          authorisation or rejection within agreed timescales and at appropriate level of authority
  • Manage and distribute the Forward Schedule of Change and ensure all parties       receive the maximum period of notice of any down time
  • Review all implemented RFCs to ensure that objectives have been met
  • Act as the authority on Change for all IT Change
  • Chair the Change Advisory Board Meeting
  • Lead the WiggleCRC Release Management process ensuring all releases are appropriately scheduled, tested and planned
  • Ensure appropriate level of testing has been successfully completed to assure the release is fit for use
  • Use appropriate tools to track all releases through the SDLC
  • Ensure the correct resource is available and informed for all releases
  • Create and distribute appropriate business and technical communications for all releases
  • Generate and distribute release documentation
  • Work with third party support teams to schedule requested and required releases into live environments
  • Ensure early engagement with project teams for all small and medium sized projects to assist in planning for what is required to transition into the live    environment
  • Produce key artefacts as per the Service Introduction process such as Support Models, SLAs, OAT Test Plans, Training Analysis, Training Plans and Early Life       Support Plans
  • Manage service transition plans and status updates for activities and deliverables
  • Provide single point of contact to the project for delivering service introduction activities

Experience:

  • Proven experience / knowledge of ITIL process framework, in particular Change, Configuration and Release Management
  • Experience with Service Delivery tools (SysAid preferably)
  • Experience with Jira and Confluence advantageous
  • Clear, authoritative and professional communication skills
  • Ability to prioritise work and deliver to deadlines
  • Analytical skills

Assistant Treasury Manager

Job Title: Assistant Treasury Manager
Location: Portsmouth Position type:
Full time, Permanent

WiggleCRC are looking to recruit an experienced Assistant Treasury Manager to join the team.


What will you be doing?

You will oversee all cash and gateway balances, management of currency and ensuring full reconciliation to sales. You will maintain the bank accounts to ensure sufficient cash in relevant currency is available to meet the needs of the business. You will monitor cash positions and prepare cash flow analysis to enable financial decisions. Ensuring that funds received via multiple gateways reconcile to sales.

Responsibilities:

  • Assist in management of a team of 4 to ensure all department targets are met
  • Maintain 30 plus Bank accounts in 10 plus Currencies
  • Weekly Foreign exchange of currency to ensure sufficient cash held in relevant currency and maximise cash holding
  • Review daily Cash Flow forecasting
  • Review cash position for Supplier and other payments
  • Daily foreign currency exchange rate review Set foreign currency exchange rates for website weekly
  • Set foreign currency exchange rates for finance systems monthly
  • Monthly Currency and Cash investment recommendations
  • Review Bank payments for overseas suppliers and ad hoc payment requests
  • Income reconciliation to sales ensuring timely settlements received
  • Month end GL reconciliations to Trial balance for all cash, bank and gateway accounts
  • Provide ongoing training and guidance to the team
  • Cover for other team members as required
  • Provide support and guidance for ad hoc projects to ensure finance functions are fully supported

Experience:

  • Must be either CIMA, ACCA, ACA or AAT Level 4
  • Team management experience
  • Accounting experience
  • Treasury, banking and credit control experience
  • Advanced level of Excel skills
  • Good communication skills

Why work for us?

We are always looking for talented individuals who are passionate about what they do. We offer some of the most rewarding career opportunities in sports retail, eCommerce, and IT development. Our people are highly valued and thrive in a relaxed culture which encourages innovation and personal development.

What’s in it for you?

If working alongside some for the most creative people isn’t enough, we offer you: Excellent career progression opportunities, 25 days annual leave, Staff discount, 5% pension contribution, company sporting events, smart casual dress code and a brilliant company culture.

What’s next?

Is this the job for you? If so, we would love to hear from you… Why not stand out from the crowd and send us your wiggly cover letter to give us a better idea of who you are and why you want to join the team…

#ComeJoinTheRide

Retail Accountant 

Job Title:  Retail Accountant  

Location:  Portsmouth  

Position type: Full time, Permanent  

 

WiggleCRC are looking to recruit an experienced Retail Accountant to join the team!  

 

What will you be doing 

 

You responsible for the accurate, efficient and timely accounting and reporting of the Sales and Margin for the Group and for all associated Balance Sheet Control accounts. In addition, you will be responsible for partnering the commercial and operational teams in all aspects of central margin costs and financial control, including budget management and process integrity. 

 

Responsibilities:  

  • Timely and accurate reporting in all aspects of month end close in the areas of Oracle Retail, Sales and Margin 

  • Continuous improvement in processes associated with Stock, Sales and Margin 

  • Business partner to the commercial and operational teams in all areas of central margin costs 

  • Direct supervision of a trainee accountant. 

  • Any ad-hoc work as requested by management 

 

Experience:  

 

  • ACA, ACCA or CIMA qualified  

  • 3 years accounting experience 

  • Knowledge of ERP systems 

  • Advanced excel skills with experience of reconciling large data sets 

 

Customer Service Adviser Product Expert

Do you understand the importance of outstanding customer service?

As a customer service bike product expert you will be representing Wiggle, assisting and advising customers via Live Chat, Email and Phone with the highest degree of courtesy and provide detailed product information, recommendations and resolving issues.

What will I be doing?

Working as part of the customer service team you will be responsible for helping maintaining Wiggle’s global service levels across all media and contact types. Supporting customers via contact sources of pre-sale, during-sale and after-sale queries related to all products, brands and services.

What hours will I work?

2 Week rotating shift pattern

Week 1 and 2: 06:00 – 14:00

Week 3 and 4: 14:00 – 22:00

1 in 3 weekends, shifts between 10:00 – 18:00

Duties and responsibilities:

  • Ensure customer queries are answered promptly and completely via both Chat and Email
  • Offer technical support on the whole Wiggle product range, with the objective of ensuring customer satisfaction.
  • Calling customers when they request a call back service to provide detailed product information and recommendations and resolve issues.
  • Ensure that all communications with customers are conducted in a professional and courteous manner
  • Offering alternative solutions where appropriate with the objective of ensuring customer satisfaction.
  • Monitoring, responding and resolving customer queries on Social media
  • Monitoring and responding to customers product reviews and questions across various platforms
  • Any other Customer service related task

Knowledge, Skills and Experience:

  • Show a sound knowledge of bikes/parts with an eagerness to further advance this knowledge in respect to Tri-sports equipment and products.
  • Strong communication skills both written and verbal
  • Strong attention to detail and aiming for excellence in delivery
  • Experience of working in a fast-paced office environment as part of a professional team
  • Ability to manage and coordinate changing priorities, have high standards and be capable of multi-tasking
  • Self-motivated and confident decision maker with the ability to nail actions and a positive "can do" attitude
  • Ability to demonstrate strong communication skills and liaise with all members of the business including Senior Managers and Directors
  • Ability to be flexible with work duties and hours as required by the team and business
  • Ability to attend other sites for which travel may be required

Why work for us:

We are always looking for talented individuals who are passionate about what they do. We offer some of the most rewarding career opportunities in sports retail, eCommerce, and IT development. Our people are highly valued and thrive in a relaxed culture which encourages innovation and personal development.

What’s in it for you?

If working alongside some for the most creative people isn’t enough, we offer you: Excellent career progression opportunities, 25 days annual leave, Staff discount, 5% pension contribution, company sporting events and a smart casual dress code. #comejointheride!

Warehouse Operations Manager

WiggleCRC are looking to recruit an experienced Operations Manager to join the ride at our Bilston distribution center.

What will you be doing?

As the Operations manager you will oversee the operations functions to ensure customer satisfaction, productivity, quality and accuracy remain at an efficient and high standard. Provide support and direction to Fulfilment Managers at each stage of the distribution process to ensure that daily and weekly targets are achieved and WiggleCRC’s position as a market leader remains.Driving high levels of quality, productivity and performance through outstanding coaching and leadership skills. Support the delivery of the day job through proactive communications to other Company departments.

Key Job Accountabilities:

·Provide leadership and direction to the Fulfilment management teams, acting as a coach and mentor to develop their abilities.

·Drive engagement through the Fulfilment teams, working with both the management teams and the Hub, to ensure effective communication with and involvement of all colleagues.

·Contribute to the strategic development of operational activities including leading site communications across departments

·Lead the delivery of clear and regular communication to all levels and promote the use of team briefs

·Identify and influence a positive site culture working with the site management teams and Hub to implement appropriate initiatives.

·Manage key site projects within agreed budgets

·Oversee the distribution processes and methods of operation and make necessary recommendations/amendments for increased efficiency and customer satisfaction

·Drive operational performance to exceed performance metrics and targets

·Control unit and cost performance metric against agreed budget targets

·Review shortfalls in capacity and implement plans to ensure it is managed daily and every effort is made to hit agreed throughput levels

·Coordinate the use and training of automated and computerized warehouse management system

·Ensure the production of required reports and statistics on a daily, weekly and monthly basis

·Promote the use of continuous improvement methodologies to drive standards of performance across the site

·Assist with recruitment and selection as required

·Closely monitor, assess and take necessary action with regards to department absence %, turnover %

·Conduct performance reviews and identify and resolve training gaps

·Ensure health and safety compliance remains at a high standard

·Enforce strict security procedures

Who are we looking for?

  • Driven by results and high standards
  • Excellent communication and organisational skills
  • Confident decision-making skills
  • Effective implementation and delivery skills
  • Agile and comfortable working with change
  • Ability to thrive in a pressurized target driven environment
  • Self motivated and ambitious
  • Ability to manage multi-skilled teams and create a united and efficient team with clear focus on quality

·Analytical and a creative thinker in driving innovative and productive change

  • Methodical approach to problem solving

Experience:

  • Extensive warehouse management experience, including management of a large team within a targeted and computerized warehouse management environment

·Working in a fast pace environment

  • Leading and motivating a large team

·Proactively managing business change

·Developing strategic plans to target underperforming areas

·Delivering exceptional customer service

·Using data analytics to drive performance and improvements

  • Knowledge of HS&E methods and monitoring


Why work for us?

We are always looking for talented individuals who are passionate about what they do. We offer some of the most rewarding career opportunities in sports retail, eCommerce, and IT development. Our people are highly valued and thrive in a relaxed culture which encourages innovation and personal development.

What’s in it for you?

If working alongside some for the most creative people isn’t enough, we offer you:

Excellent career progression opportunities, 25 days annual leave, Staff discount, 5% pension contribution, company sporting events, smart casual dress code and a brilliant company culture.

What’s next?

Is this the job for you? If so, we would love to hear from you…
Why not stand out from the crowd and send us your wiggly cover letter to give us a better idea of who you are and why you want to join the team…

#ComeJoinTheRide

Data Business Analyst

Job Title:  Data Business Analyst

Location:  Portsmouth

Position type: Full time, Fixed term contract until January 2022

WiggleCRC are looking to recruit an experienced Business Analyst to join the team on a Fixed Term Contract until January 2022

You will from part of the IT Business Analyst Team to collect, analyse and interpret data requirements based on project/business needs, best practice and ensuring what is built is fit for purpose.

What will you be doing?

  • Works with business teams to identify, understand, prioritise and document business requirements, systems impacts and acceptance criteria.  Collate and analyse performance data to ensure informed decisions.
  • Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes.
  • Assists in the analysis of stakeholder objectives, and the underlying issues arising from investigations into business requirements and problems and identifies options for consideration.
  • Works iteratively with stakeholders, to identify potential benefits and available options for consideration, and in defining acceptance tests.
  • Support the development team to write scenarios / user stories / acceptance criteria, agree work packages / sprints and produce estimates.
  • Identify any business readiness tasks required to support delivery.
  • Verify and accept the delivered work packages ensuring the development fulfils the business requirements.  Provide support to the test team and business teams to complete functional and acceptance testing.
  • Prepare the handover of products to the business and support teams through showcases and by documenting any business processes changes and producing user guides.
  • Track and report on task progress.
  • Take part in any ad hoc project work improving the performance of the business as and when required
  • Investigate, identify and present where appropriate, new technologies or processes.
     

Who are we looking for?

  • Must have at least 3 years' experience as a Business Analyst, preferably within an ecommerce environment
  •  BA certification would be desirable, but not essential
  • Experience of working within an Agile / Scrum project environment.
  • Experience working on multiple projects concurrently and be able to manage the priorities within your workload.
  • Experience of managing 3rd party suppliers would be beneficial
  • Ability to be flexible with work duties and hours as required by the team and business, and able to attend other sites for which travel may be required. A small amount of travel may be required.
  • This role will operate as part of a small team, so you must be willing to get involved in the full project life cycle and be passionate about ensuring delivery is of the highest quality. 

 

Merchandiser

Job Title:  Merchandiser

Location:  Portsmouth

Position type: Full time, Permanent

WiggleCRC are looking to recruit an experienced Merchandiser to join the ride!

What will you be doing?

As a merchandiser you will analyse past and current sales, trends and the overall category market to define a customer balanced range framework for the Buyer to select products against.  You will manage this within the overall budgeted parameters, and react in season to re-balancing the range if required, and clear the products efficiently at the end of their lifecycle, and take ownership of the Department P&L / trading numbers. 

Responsibilities:

  • Develop and sign off the pre-season Department Budget
  • Design and sign off the Department Assortment Plan
  • Use historical analysis and market trends effectively to justify forward plans
  • Identify the required sourcing strategy for the Department
  • Manage the in-season reforecasting process
  • Manage the range within the agreed parameters (width of range, clearance at end of lifecycle etc)
  • Sign off Supplier Deals and Terms
  • Communicate key information to the wider business (e.g. Marketing, Operations, Finance etc)

Experience:

  • 4 years experience of Merchandising within a similar retailer
  • Must be highly numeric with good skills in Excel and Powerpoint, with Oracle Retail an advantage. 
  • Have good commercial understanding of the product set, with wider market knowledge. 
  • Understand the principles of balanced attribute range building, and able to construct and operate within a budgeted framework.
  • Ability to create buying framework and manage the Buyer to operate within this

 

Customer Service Advisor – German Speaking

Location: Portsmouth

Salary: Competitive

Title: Customer Service Advisor – German Speaking

Position type: Permanent Full Time

Are you a native level German speaker looking to further your career?

As a German speaking Customer Service Advisor you will be representing Wiggle, assisting and advising our German and English customers via Live Chat, Email and Phone with the highest degree of courtesy and professionalism to resolve issues

What will I be doing?

Working as part of the customer service team you will be responsible for helping maintaining Wiggle’s global service levels across all media and contact types. Supporting our German and English customers via contact sources of pre-sale, during-sale and after-sale queries related to all products, brands and services.

What hours will I work?

2 Week rotating shift pattern

Week 1:              06:00 – 14:00

Week 2:             14:00 – 22:00

1 in 3 weekends shifts between 06:00 – 14:00 or 14:00 – 22:00

Responsibilities and Duties

  • Ensure customer queries are answered promptly and completely via both Chat and Email
  • Monitoring, responding and resolving customer queries on Social media
  • Monitoring and responding to customers reviews across various platforms
  • Calling customers when they request a call back service to answer their queries / resolve any issues
  • Ensure that all communications with customers are conducted in a professional and courteous manner
  • Offering alternative solutions where appropriate with the objective of ensuring customer satisfaction.
  • Any other Customer service related task

Knowledge, Skills and Experience:

  • Strong communication skills both written and verbal in German and English
  • Strong attention to detail and aiming for excellence in delivery
  • Experience of working in a fast paced office environment as part of a professional team
  • Ability to manage and coordinate changing priorities, have high standards and be capable of multi-tasking
  • Self-motivated and confident decision maker with the ability to nail actions and a positive "can do" attitude
  • Ability to demonstrate strong communication skills and liaise with all members of the business including Senior Managers and Directors
  • Ability to be flexible with work duties and hours as required by the team and business
  • Ability to attend other sites for which travel may be required

Customer Service Adviser Swedish Speaking

Customer Service Adviser - Swedish Speaking | Full time - Permanent | Portsmouth

As a Swedish Customer Service Advisor, you will work as part of the Customer Services team representing Wiggle, assisting and advising customers in both Swedish and English. You will interact with customers via live chat, email and phone with the highest degree of courtesy and professionalism to provide support and resolve issues.

Duties:

  • Ensure customer queries are answered promptly and effectively via chat, email and phone, maintaining email SLA and live chat availability.
  • Call customers when a call-back is requested to resolve issues.
  • Ensure all interactions with customers are conducted in a professional and courteous manner, while maintaining a fun and friendly tone of voice.
  • Offer alternative solutions to customer issues where appropriate, with both the customer and business needs in mind.
  • Respond to, report and resolve customer queries on our Social Media channels.
  • Respond to, report and answer service reviews across various platforms.
  • Attend weekly team/departmental meetings to receive business updates and air any concerns.
  • Attend regular training sessions, including brand and product training to enhance your knowledge, with the aim of working towards Product Expert level 3.
  • Any other Customer Service related task

KPI’s:

  • Customer response time SLA
  • Maintain live chat availability
  • Personal productivity
  • Customer Sentiment Score and NPS

Knowledge, Skills and Experience:

  • Previous experience of working in a fast-paced office environment as part of a professional team.
  • Strong written and spoken communication skills in both Swedish and English that allow you to inform, help and advise staff and customers clearly and to liaise effectively with colleagues in other departments, at all levels.
  • Strong attention to detail and aiming for excellence in delivery.
  • Ability to manage and coordinate changing priorities, have high standards and be capable of multi-tasking.
  • Highly organised and personally productive with the ability to plan, prioritise and organise your work load.
  • The ability to work well under pressure whilst maintaining a positive, customer-centric attitude.
  • Ability to be flexible with work duties and hours as required by the team and business.
  • Approachable to members of your team and colleagues from other areas of the business.
  • Willingness to increase knowledge of Wiggle products by attending training sessions and completing module exams.
  • Computer literate with good presentation skills.

Competencies:

  • Communication
  • Listening
  • Problem solving
  • Flexibility Initiative
  • Proactiveness
  • Professionalism

Why work for us?

We are always looking for talented individuals who are passionate about what they do. We offer some of the most rewarding career opportunities in sports retail, eCommerce, and IT development. Our people are highly valued and thrive in a relaxed culture which encourages innovation and personal development.

What’s in it for you?

If working alongside some for the most creative people isn’t enough, we offer you: Excellent career progression opportunities, 25 days annual leave (Pro Rata), Staff discount, 5% pension contribution, company sporting events, smart casual dress code and a brilliant company culture.

WiggleCRC is an Equal Opportunities Employer.

 

Service Desk Analyst

Job Title:  Service Desk Analyst

Location:  Portsmouth

Position type: Full time, Permanent

WiggleCRC are looking to recruit an experienced Service Desk Analyst to join the team.

What will you be doing?

You will co-ordinate the effort and manage the SLA for incidents, problems and requests from first point of contact to completion. You will be accountable for accurate and timely updates from resolver teams, linking incidents to problems, identifying problem through trend analysis.

Responsibilities:

  • Face to face and remote IT and application support to the Wiggle business
  • Liaise with 3rd party suppliers in line with all agreed support contracts
  • Provide cover for the IT Zone between the hours of 8am-6pm as when required
  • Performing service requests raised to the team including accounts set up, software installations.
  • Pro-actively identify problems and trends and propose solutions and recommendations to optimise systems performance and stability.
  • To assist in transition process from either an internal or external IT development team into IT support.
  • Create and maintain IT support documentation where missing or incorrect.
  • Assist in identifying and implementing Service Improvements Supporting users at offices in various geographical locations.

Experience:

  • 2 Years’ experience working in a customer facing role
  • Supervisory experience
  • Windows 10 Knowledge
  • Understanding of the Core Microsoft Office Suite
  • Office 365
  • Remote access tools
  • Knowledge and understanding of ITIL framework
  • Demonstrate experience of working in a fast-paced office environment as part of a professional team