Customer Services

Jobs at Wiggle

Are you interested in joining the Wiggle team?

Are you interested in joining 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 love sports. We have a global focus and are growing fast. We aim to be the greatest sports retailer in the world. If that sounds interesting to you, take a look at our current openings...

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!

Wiggle Work and Play

Wiggle Work and Play

At Wiggle we definitely 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.

If you are focused on your work but care about having a healthy lifestyle, you will fit in at Wiggle!

Applications

Applications

We absolutely love to hear from you and learn what makes you want to work for Wiggle!

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 14 days of submitting your CV, please consider your application unsuccessful on this occasion.

Thank you for your interest in working for us.

Portsmouth: Technical Customer Services Advisor

Technical Customer Services Advisor 

Our Mission at Wiggle is to inspire everybody, everywhere and every day to experience the joy of sport!

We have a full time  Technical Customer Services Advisor opportunites!  You will reporting to one of our Customer Service Team Leaders using your knowledge of bikes and parts to help, assist and advise customers with technical questions via Live Chat and Email with the highest degree of courtesy and professionalism.

Roles 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: 

  • 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

 Key Competencies:

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

Sound like a perfect role for you? Fantastic! Send your CV to jobs@wiggle.co.uk

We are for the #Good Stuff!

Portsmouth: French Customer Services Advisor

French Customer Services Advisor

Location: Portsmouth

Role: 40 hours pw / Permanent

Are you a native French speaker with a drive for customer services? Are you passionate about sports and want to help other enthusiasts to get the most out of it? Then we have a great opportunity for you!

The purpose of the role is to ensure that customer queries are answered promptly and completely via email or another communication channel requested by the customer, to offer alternative solutions where appropriate in order to achieve customer satisfaction, assist other teams when required by the business, and many more!

A successful candidate will have strong written and verbal communication skills in both English and French, attention to detail and aiming for the excellence in delivery, as well as demonstrate experience of working in a fast paced office environment as part of a professional team. Training will be provided to give you the skills, confidence and knowledge to exceed in your job. The working week will comprise of 5 shifts per week, working every other weekend.

Sound like a perfect role for you? Fantastic! Send your CV to jobs@wiggle.co.uk

We are for the Good Stuff!

Portsmouth: Customer Service Advisor - Maternity Cover

Customer Service Advisor - Maternity Cover

Are you a pro-active individual with a drive for customer services? Are you passionate about sports and want to help other enthusiasts to get the most out of it? Then we have a great job opportunity for you!

The purpose of this role is to ensure that customer queries are answered promptly and completely. Responsibilities will include answering ad hoc questions from customers, assisting and advising customers via Live Chat and emails with the highest degree of courtesy and professionalism, offer alternative solutions, and many more!

A successful candidate will have strong attention to details and aiming for the excellence in delivery, as well as demonstrate experience of working in a fast paced office environment as part of a professional team. Training will be provided to give you the skills, confidence and knowledge to exceed in your job. Please note this is a full-time role comprising of 40 hours per week and will involve working evenings and weekends.

Please note this role is for the 6 month fixed term period.

Sound like a perfect role for you? Fantastic! Send your CV to jobs@wiggle.co.uk.

We are for the Good Stuff!

Portsmouth: Mid Software Developer

Mid Software Developer

 What is the job?

A career in Software Engineering at Wiggle involves much more than just writing code. You’ll be involved in the creation and deployment of features to help us continue our growth. You’ll be working on internal software that keeps the business running. We’re always improving our customer facing website, releasing every fortnight and prioritizing features directly with the business with a value/effort focus. Using a number of javascript frameworks a variety of UIs, internal and external exist on JQuery, Angular and Knockout. Built around a SQL server backend, we use a variety of DB access techniques depending on the requirement. You’ll be supporting SPs, nHibernate stacks and writing green field code using Dapper or another lightweight ORM. Injection is covered by Spring.net, being refactored to Autofac.

 Why do this job?

You’ll be exposed to a range of .NET applications, ranging from long lived internal Webforms to a high traffic always up website serving around 25% of the UK cycling market and presenting millions of page views every day. You’ll be challenged on a daily basis to find answers to problems using initiative and innovation, we have a significant application footprint meaning that tasks are rarely repetitive. E-Commerce is a competitive environment, and you’ll be comfortable in a variety of project situations, from well-defined requirements to nebulous goals with freedom to experiment. Most happy in an agile environment you want to increase the value our ceremonies provide and take opportunities to make suggestions to improve our techniques, processes and tools in and out of regular retrospectives. You’ll be analytical, a good communicator, both technical and non-technical, and happy explaining ideas and architectures on a whiteboard. You’ll be confident in your code going live to millions of people because it was written with SOLID principles in mind, you’ve unit tested it, it’s been reviewed, QA’d and UATed and you know it’s efficient from your profiler run results.

You enjoy the opportunity to improve using online resources including a PluralSight subscription and innovating genuine value in 10% time along with participating in Friday Fun knowledge sessions where engineers showcase new technologies and techniques to their peers in informal presentations.

Am I suitable?

If you’re a programmer for fun outside of your day job, and know C# intimately (and probably another couple of languages, ruby/python/java) then read on.

  • C# .NET 3.5 – 4.5
  • Web tech - MVC 3+, HTML5 and CSS, JavaScript and frameworks
  • Testing frameworks, i.e. NUnit, Moq, MSpec
  • SOLID
  • SQL, NServiceBus, ORMs

 

So, are you made of the #goodstuff? Send us your CV, telling us how passionate you are to jobs@wiggle.co.uk

Portsmouth: German Customer Services Advisor

German Customer Services Advisor 

Are you a pro-active individual with a drive for customer services? Are you passionate about sports and want to help other enthusiasts to get the most out of it? Are you fluent in German and English? Then we have a great opportunity for you!

In this exciting role, you will be the first point of contact for our customers, ensuring their queries are answered promptly and completely. Your responsibilities will include answering questions from customers, assisting and advising our German and English customers via Live Chat, Email and Phone with the highest degree of courtesy and professionalism.  

What you will be doing:

  • Ensure customer queries are answered promptly and completely via both Chat and Email
  • Monitor, respond to and resolve customer queries on Social media
  • Monitor and respond to customer reviews across various platforms
  • Call 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
  • Offer 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

 Key Competencies:

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

Sound like a perfect role for you? Fantastic! Send your CV to jobs@wiggle.co.uk

We are for the #Goodstuff!

Portsmouth: Swedish Customer Service Advisor

Swedish Customer Service Advisor

Are you a pro-active individual with a drive for customer services? Are you passionate about sports and want to help other enthusiasts to get the most out of it? Are you fluent in Swedish and English? Then we have a great opportunity for you!

In this exciting role, you will be the first point of contact for our customers, ensuring their queries are answered promptly and completely. Your responsibilities will include answering questions from customers, assisting and advising our Swedish and English customers via Live Chat, Email and Phone with the highest degree of courtesy and professionalism.

What you will be doing:

  • Ensure customer queries are answered promptly and completely via both Chat and Email
  • Monitor, respond to and resolve customer queries on Social media
  • Monitor and respond to customer reviews across various platforms
  • Call 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
  • Offer 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 Swedish 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

 Key Competencies:

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

Sound like a perfect role for you? Fantastic! Send your CV to jobs@wiggle.co.uk

We are for the #Goodstuff!

Wolverhampton, Bilston - Seasonal Temporary Warehouse Operatives

Seasonal Warehouse Operatives (Temporary) - Bilston, Wolverhampton

Are you a passionate, pro-active and hardworking individual who is flexible to work shift patterns and keen to build an exciting career? Wiggle are a dynamic, fast paced company who, following an exciting period of growth, are expanding our warehousing operation in Bilston.

This will be for the seasonal period, starting from November on a temporary/fixed term contract until mid January.

Job Purpose

Reporting to your line manager, you will be responsible for taking part in all warehouse activities and functions. These area's include processing, goods in, returns and stock control.

Dimensions

- Receiving of supplier deliveries in a high volume warehouse environment

- Fllow company procedure on the correct way to receipt stock into the warehouse locations

- Work to standard operating procedures in line with company policy

- Ensure stock received is checked for quality and quantity

- Ensure stock received is booked in promptly and correctly

- The ability to pick and pack customer orders to customers around the world

- Aim to hit pre agreed targets set daily by your Team Leader or Line Manager

- Put improvement suggestions forward where appropriate

- To action any other elements to fulfill the operational needs of the business, along with any other reasonable duties allocated by your Team Leader/Line Manager

- To take part in any training which will gain valuable experience of the operation

- Always abide to the company rules within the Health & Safety policy

- Ensure the economic and efficient use of Red Prairie RDT

- Ensure all stock is handled correctly and that procedures are being adhered to

- Assist with and understanding the part you play in highlighting any Health & Safety concerns & report to your Team Leader/Line Manager for resolution

- Understand & demonstrate that you can perform realistically to achieve Budget Company set targets

- Being able to perform in a performance monitored environment where constructive feedback is given from your line manager.

- Be expected to receive performance reviews whilst on probationary period and Bi annually.

Ensure the 'Clean as you go' policy is adhered to at all times

Context

The Warehouse Operative has the responsibility of ensuring activities/functions where they work are maintained to an acceptable standard & quality of output on a daily basis whilst operating in a performance monitored environment.

Accountabilities

- Performing to an agreed standard set by the company, this involves effective use of budgeted Units per hour and cost per unit parameters being used

- Identify any further training needs being required to achieve the required output standard

- Being prepared for a bi annual performance and new starter probationary review on a 1-1 level with your Line Manager

- Working with management to implement and support the company's policies and goals

- Maintaining H&S standards within department and warehouse

KPI's

- Daily performance targets set which include UPH

- Attendance levels

- Performance & Accuracy

- Stock control & quality standards maintained

- Full health & safety compliance

- Red Prairie RDT user

Knowledge, skills & experience

- Warehous experience advantageous

- Being receptive to managerial feedback

- Learn to have good communication skills

- Good level of numeracy

- Attention to detail

- Ability to remain calm under pressure

- Basic IT skills to be used in the warehouse environment

Competencies

- Have suitable levels of numeracy & literacy

- Have a desire for continuous improvement taking Wiggle to the next level

- A competent level of English language spoken

- A willingness and passion to join a fast paced growing organisation & ideally some engagement with the Wiggle brand

- Enthusiasm & drive to commit to a task within a performance managed environment

Does this sound like the perfect role ? Fantastic! Please send your CV and a covering letter stating why you are interested in the role and the shift pattern you would like to work and we will be in touch for an inital chat. Send your CV to citadeljobs@wiggle.com

Portsmouth:Customer Service Supervisor

Customer Service Supervisor

 

Customer Service Supervisor

Wiggle are looking to hire a Customer Services Supervisor to join our fast paced, growing Customer Services Department.

In this exciting role, you will use your passion for the customer experience to lead and develop our team of Customer Service Advisors.  You will support the Team Leader  in helping the advisors to ensure our customers receive a first class service through pre-sale, during-sale, and after-sale queries relating to all products, brands and services across Wiggle.

Working as part of our Customer Services team, you will drive a high-performance culture within the team, ensuring that everybody achieves their full potential. You will also cover all tasks belonging to a team leader should they not be in the office and support a multi-disciplinary and multi-lingual team across shift patterns, including weekends and Bank Holidays, to maintain service KPIs for global customers.

What you will be doing:

  • Managing & understanding current email SLA and being able to put resource in areas that need it most.
  • Sending morning target emails to the team with a schedule for the day ahead and results from the previous day.
  • Providing passwords, authorizing discounts and creating vouchers for team members via the Team Leader inbox
  • Dealing with escalations.
  • Managing the call-back log, ensuring all calls are distributed within the team.
  • Managing absentee inboxes by assigning amongst the team on a daily basis
  • Follow up and investigate customer complaint cases and resolve these ina timely manner

Knowledge, Skills and Experience:

  • The ideal applicant must have experience of working in Customer Service in a Contact Centre environment
  • Previous experience of managing a team in a busy and challenging environment
  • Strong written and spoken communication skills
  • The ability to deal professionally with Wiggle staff at all levels
  • Highly organised and personally productive
  • Positive attitude
  • Organisation
  • Problem solving
  • Self-motivation
  • Approachable
  • Computer literate

Sound like a perfect role for you? Fantastic! Send your CV along with what salary you are looking for to jobs@wiggle.co.uk

We are for the #Goodstuff!

Bilston, Wolverhampton - Fulfilment Shift Manager

Fulfilment Shift Manager

Job Purpose:

Reporting to the Site General Manager, you will be responsible for all site operations during core hours. You will be accountable for the management, resourcing and control of key operational areas including replenishment, picking and packing of customer orders and despatch. You will be responsible for managing teams effectively be it permanent or temporary to meet the operational needs of the site.

Dimensions:

  • Weekly forecasting & the creation of capability plans. (S&OP)
  • Ambassadors in compliance to HS&E and site/business culture
  • Stakeholder in all relevant business and continuous improvement initiatives
  • Attend and input into daily walk & talk operational meetings
  • Setting and maintaining standards throughout the warehouse including 5S auditing
  • Performance Managing individuals and team performance to ensure that departmental targets are at a minimum met
  • Ensure all internal and external service levels are maintained including daily fulfilment
  • Effective management of operational teams including Team Leaders, Co-ords, permanent & temporary operational staff
  • Working as part of the site leadership team to manage all key performance indicators on a weekly/monthly basis
  • Responsible for controlling department costs & wage spend to protect budgeted CPU targets

Context:

The Shift Manager has the accountability of ensuring all operations are carried out in accordance with the business processes and procedures, from receipt of inbound goods, through to final despatch to the customer in an accurate & timely manner

Accountabilities:

  • Reviewing team performance and ensuring any performance related issues are managed professionally and in accordance with the employee handbook
  • Identifying training needs and opportunities for enhancing staff development
  • Ensure all staff receive a bi-annual performance and development review and all new starters receive a probationary review at 13 weeks which is fully documented
  • Play a leading role and fully support all business change initiatives
  • Attend operational meetings to exchange information with other departments and adopt a positive 'ways of working' culture in sustaining a unified team approach
  • Working with Site management team to support other areas of the operation & being flexible with resource
  • Manage and oversee all MHE equipment and vehicles within the site to a safe and operational standard
  • Monitoring product standards and implementing quality-control initiatives throughout the operation
  • Working with all managers to implement the company's policies and goals
  • Maintain HS&E standards within the site including all Risk Assessment reviews and COSHH information
  • Plan and manage adequate staff resources in line with business activity and requirements
  • Produce analytical reports to highlight performance trends
  • Manage agency attendance and performance and ensure shortfalls/issues are documented and communicated
  • Daily/weekly reporting of budget set KPI performance vs targets
  • Support and be fully involved in key initiatives including change and culture projects

KPIs:

  • Manage all Operations KPI performance dashboard and ensure up to date with accurate information in a timely manner
  • Control all unit and cost performance metric against agreed budget targets
  • Review and manage agency performance and communicate appropriately
  • Working in conjunction with the appropriate resources ensure accurate wage, holiday & absence declarations
  • All areas of HS&E compliance are reported correctly in accordance with agreed standards
  • Team performance targets are met in all areas and mitigating reasons are known when the targets have not been met
  • Shortfalls in capacity are managed daily and every effort is made to hit agreed throughput levels
  • Stock is available for all to meet all internal and external SLAs (Priority/Next day) customer orders
  • Manage and report on investment requirements in delivering development and culture projects
  • Inventory controlled in line with capacity plans
  • Red Prairie management and reporting

Knowledge, Skills and Experience:

  • Warehousing, logistics and people management experience is mandatory
  • Working in a fast paced environment and can effectively prioritise
  • Problem solving and capability of identifying root causes
  • Able to develop strategic plans to target underperforming areas
  • High level communication skills. Ability to communicate at different levels with differing audiences
  • Strong levels of attention to detail and planning
  • Can think strategically and support broader business objectives
  • Good knowledge of HS&E methods and monitoring
  • Analytical and a creative thinker in driving innovative and productive change
  • Commercial acumen especially in delivering exceptional customer service to customers
  • Strong people person with effective communication and development skills
  • Strong systems knowledge especially in desktop systems and WMS

Competencies:

  • Self-motivated and ambitious leader with a passion to deliver operational excellence and cost performance
  • Ability to deliver leadership skills and develop your team
  • Able to manage multi skilled teams and understand the flexibility required to achieve excellence in conjunction with your fellow managers
  • Demonstrate experience of working in a fast-paced environment and the agility to change to meet the requirements of our customers
  • World Class ethos with a passion to be the best
  • Confident decision maker with the ability to implement action plans effectively
  • Strong communication skills at all levels including Senior Managers and Directors
  • Ability to be flexible with work duties and hours to meet the needs of the site and business, including weekend and shift work