Customer Services

Jobs at Wiggle

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.

French Translator

Job Title: French Translator 

Location: Portsmouth

Position type: Permanent 

 

This is a full time permanent position based in our Portsmouth office or working from home.

 

What will I be doing?

As a WiggleCRC translator, you will be responsible for translating everything for your local TLD: website interface, marketing and digital content, technical products, help pages.

 

Duties and responsibilities:

  • Translate website contents, product descriptions and marketing and digital contents
  • Understand and learn WiggleCRC products
  • Make sure the Translation Memory (TM) is organised and up-to-date
  • Make sure the glossary/termbase is organised and up-to-date
  • Assist the customer service team with incoming email and phone queries from customers
  • Any translation and communication in any other foreign language as required by WiggleCRC
  • Provide support for the customer service team when/if necessary.

 

Knowledge, Skills and Experience:

  • Native standard of French as well as English
  • Degree in translation or equivalent experience
  • Deep understanding and excellent command of CAT tool
  • Post-editing skill will be an advantage
  • Creative writing skill will be an advantage

#ComeJoinTheRide

 

Customer Service Advisor – Bike Product Expert

Location: Portsmouth

Salary: Competitive

Title: Technical Customer Service Advisor – Bike Product Expert

Position type: Permanent Full Time

Do you understand the importance of outstanding customer service?

As a customer service product expert you will be representing Wiggle, assisting and advising customers via Live Chat, Email and Phone with the highest degree of courtesy and professionalism to provide detailed product information and recommendations and 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 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 4 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

Software Developer Manager

Job Title: Software Developer Manager

Location:  Portsmouth

Position type: Perm

RAF Number: 1330

 

WiggleCRC are looking to recruit a Software Developer Manager to join the team in Portsmouth.

We are about to embark on a new journey with technology at the heart of it. We are looking for an experienced Software Development Manager to positively contribute to the success of our business.  You will have the ability to think from a user’s perspective to envisage how the software we develop will enhance the customer experience and support business operations

What will you be doing?

You will be accountable for the creation, integration and maintenance of high-quality bespoke software applications at WiggleCRC.

Responsibilities:

  • Acting as the key interface between business stakeholders and the respective development teams allocated to the workstreams, you will be proactive and actively engage and participate in establishing development priorities and milestones.
  •  It will be second nature for you to inject ideas, constraints, and awareness of opportunities throughout the process.
  • Responsibility will include the recruitment, development and retention of talented software developers, through hiring, mentoring, identification and organisation of training, conducting career development reviews and evolving the team structure.
  • Sets policy and standards for solution developments.
  • Promotes the benefits of addressing all security issues during solution development and ensures secure development improvement practices.
  • Identifies, proposes, and initiates software process improvement activities within the organisation, devising solutions.
  • Takes action to exploit opportunities that will have a measurable effect on process effectiveness, with associated benefits to the business.
  • Sets local or team-based standards for programming tools and techniques, including security guidelines, and the selection of appropriate development methods.
  • Advises on application of standards and methods and ensures compliance.
  • Takes technical responsibility for all stages and/or iterations in a software development workstream, providing method specific technical advice and guidance to workstream stakeholders. Assigns work packages, monitors performance and manages change control dynamically, to optimise productivity.
  • Provides advice, guidance and assistance to less experienced colleagues as required.

 

Who are we looking for?

Having experience of managing and developing within legacy technologies, you will enjoy the challenge of overseeing a complex code base, with a passion to want to tackle and work out a way forward with latest technology and approaches. Having responsibility for the development of our software you will want to ensure that delivery, quality and hygiene are maintained to high standards.

 

The ideal candidate will meet the following criteria:

  • 10+ years industry experience
  • Educated to degree level or equivalent experience
  • Track record of managing successful development teams, both onshore and offshore
  • Ability to influence others through collaboration in a matrix environment
  • Wide ranging knowledge of development and delivery lifecycles including detailed knowledge of scrum, Kanban, waterfall methodologies with an appreciation of when to apply a method.
  • Strong understanding and experience of following best practice for code design (design patterns, SOLID principles)
  • Extensive experience of developing on relevant technologies, listed below:
  • Development frameworks: Microsoft .Net 4.x code base platforms using C#
  • Web Technologies: Microsoft MVC 3+, HTML5 and CSS, JavaScript and frameworks
  • Distributed messaging: pub/sub frameworks – MSMQ, nServiceBus (or equivalent)
  • Service Oriented Architecture: modular design, microservices
  • Database: Microsoft SQL Server, No SQL DB's (Raven), ORM's
  • Testing Frameworks: NUnit, Moq, MSpec (or equivalent)
  • Build & Deploy: Teamcity, Octopus Deploy (or equivalent)
  • Previous experience of working in a retail or eCommerce business on customer facing or back office systems would be advantageous
  • Industry experience of using best practices for code design (SOLID, design patterns) 

Automation Test Analyst

Job Title: Automation Test Analyst

Location:  Portsmouth

Position type: Perm

WiggleCRC are looking to recruit an Automation Test Analyst to join the team in Portsmouth

What will you be doing?

As an automation test analyst your primary role is to provide test automation skills within a wider test team, contribution to the growth of the overall automation suite. You will maintain and grow the test automation capabilities by implementing new technologies and ways of working.

You implement a vision for test automation, create and maintain metrics for test coverage and growth, and provide best practice guidance within the automation team.

Responsibilities:

  • Automation Test Analyst: Working in-team with manual testers to be the expert in the application of test automation.
  • Implement and maintain a measure of the % system coverage of all automation tests within 3 months.
  • Implement and maintain a method of growing the test automation
  • Grow the full automation test suite and the targeted automation suites

 

Who are we looking for?

  • Highly skilled in defining and creating automation frameworks.
  • Adept at learning new systems and processes and technically ‘Hands-On’.
  • A broad experience of web-oriented technologies and how they support e-commerce platforms.
  • Hands-on expertise of test automation, preferably with experience of VMWare, C#, Visual Basic, Selenium Webdriver, SQL & NUnit
  • A proven successful track record working as an Automation Team Senior in medium sized teams.
  • A deep knowledge of the application of automation test to front and back end systems.
  • Strong problem-solving skills and the ability to think in abstract ways to find solutions.
  • A natural interest in current automation technologies and keen to implement and experiment.
  • A broad experience of e-commerce architecture and the integration of front and back end systems and how they manage data.
  • Strong experience of test automation within e-commerce platforms.
  • Strong experience of back-office systems and interfaces and how to automate them.
  • Experience of reporting from automation tools, for results and system coverage.

 

Customer Service Advisor – French Speaking

Location: Portsmouth

Salary: Competitive

Title: Customer Service Advisor – French Speaking

Position type: Permanent Full Time

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

As a French speaking customer service advisor you will be representing Wiggle, assisting and advising our French and English customers via Live Chat, Email and Phone with the highest degree of courtesy and professionalism to resolve issues

What will you 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 French 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 and 2:  06:00 – 14:00

Week 3 and 4: 14:00 – 22:00

1 in 4 weekends, shifts between 10:00 – 18:00

Duties and responsibilities:

  • 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 French 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

Finance Business Partner

WiggleCRC are looking to recruit an experienced Finance Business Partner to join the team in Portsmouth.

What will you be doing?

Working within the Finance department at the Portsmouth Head Office, the Finance Business Partner will perform a key hybrid role encompassing elements of management accounting, business partnering and technical accounting. The Finance Business Partner will play a pivotal role in the accuracy of the month end accounts, and the ongoing financial control in areas of IT costs and Fixed Assets. The role is fast paced, and includes mixing routine monthly activities, adhoc requests from the business, and the delivery of enhanced insight for identified gaps in understanding. Working with several business owners to deliver quality analysis that will lead to better decision making. Prior Oracle and Fixed Asset knowledge would be an advantage and strong excel skills are imperative to success.

Responsibilities:

 

  • Provide business partnering for the IT department by developing strong working relationships with the relevant members of the business
  • Provide quality insight to support the Director of IT ensure investments are made with clear accountability with focus on maximizing return on investment
  • Perform monthly Fixed Asset processes, including cost capitalisation and reconciliation of the Fixed Asset Register including Assets in Progress.
  • Support members of the executive team in understanding their financial performance at month end and support periodic forecast and budgeting activities
  • Attend the monthly performance reviews with members of the executive team as their key finance business partner
  • Prepare ad-hoc analysis for the business to support their decision-making process

 

KPIs:

  • Accurate and timely month end close activities (by Day 5) with full explanation of variances against budget / forecast of owned P&L lines
  • Balance Sheet Reconciliations completed and filed by Day 7
  • Monthly Fixed Asset Reconciliation Process
  • Build productive relationships with finance and business areas
  • Provide support to Head of Business Partnering and Management Accounts with monthly performance reviews
  • Enhanced Reporting to help drive improved insight and cost control

 

Who are we looking for?

Knowledge, Skills and Experience:

  • Minimum of 2 years post qualified experience preferred
  • Excellent system skills; Excel essential and knowledge of Oracle advantageous.
  • ACA, ACCA or CIMA qualified
  • High level of drive and focus on results
  • Previous business partnering experience preferred
  • Previous Fixed Asset experience an advantage
  • Experience of Retail / FMCG an advantage
  • Strong analytical skills
  • Strong verbal and written 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

 

Online Marketing Manager - France

 

WiggleCRC are looking to recruit a French Speaking Online Marketing Manager to join the team in Portsmouth on a 12month FTC.

What will you be doing?

 

The Online Marketing Manager, France reports into the Digital Marketing Lead, EU & Asia and is key in the creation and execution of localised WiggleCRC online marketing plans across Asia to deliver against core KPI targets. This role requires a close working relationship with other Online Marketing teams as well as other internal departments (including Country Managers and Translators).

 

Who are we looking for?

The Online Marketing Manager is responsible for the growth of Wiggle and Chain Reaction Cycles websites in France through the growth of sessions, revenue and market share across Paid Search, Shopping, Organic Search, Affiliates, Social and Remarketing.   

Key Job Accountabilities:

•        Create, own and deliver an online marketing plan for France 

•        Maximise sales and profitability

•        Grow market share in the tri sports market across France 

•        Execute and develop paid search, affiliate and display campaigns for WiggleCRC

•        Work with Country Managers and Translation team to ensure traffic generating opportunities are maximised

•        Identify new third party partners to increase external visibility of Wiggle content

•        Maximise sales of our house brand products

•        Regular analysis of campaign performance

•        Close working relationship with WiggleCRC Digital Strategy team to ensure latest technologies and best practices are adopted

•        Identify opportunities to achieve revenue growth targets

•        Own content plan to help grow organic traffic

 

Experience:

 

·        French language skills required

·        Excellent communicator in English required

·        Written / spoken language skills for another language an advantage

·        1-2+ year paid search experience

·        Experience in using Online Marketing platforms (such as Google Analytics, Google Adwords)

·        Understanding of how search engines work

·        Some experience of bid management tools a plus

·        Retail or e-commerce experience desirable 

·        An interest and knowledge in tri-sports are also desirable

·        Be able to work effectively with minimal direction

·        Ability to multi task across a number of channels and projects

 

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

 

Customer Operations Reporting Analyst

Job Title:  Customer Operations Reporting Analyst

Location:  Portsmouth

Position type: Full time, Permanent

WiggleCRC are looking to recruit an experienced Reporting Analyst to join the team in Portsmouth.

You will work as part of the Customer Operations team, reporting to the Director of Customer Operations, and will be responsible for generating reliable data to provide insight across the Customer Operations team, which include Customer Services, Profit Protection, Logistics and Payments. You will create, and own, weekly and monthly reports and packs which will be presented and are relevant across all levels of the business.

What will you be doing?

  • Producing daily, weekly and monthly reporting packs.
  • Creating presentation packs, to be displayed across all levels of the organization, which will display both financial and operational information.
  • Weekly Trade slide creation to include key matrix and measures of KPI
  • Creating monthly Customer Op’s MPR packs / Board Pack submissions / Customer Board pack build.
  • Assist the leadership team in developing and evolving performance monitors across the relevant teams. 
  • Aid the Customer Op’s Management team with reporting packs to enable them to formulate actions based on accurate data.
  • Deliver ad hoc reports when requested by the management team.
  • Analysis of current reporting and re-defining format to provide a more holistic consolidated approach across multiple business streams.

Who are we looking for?

  • 2+ years in a Data analysis/Data insight role
  • Demonstrable knowledge and experience of SQL
  • Advanced knowledge of Microsoft Excel, alongside MS Office is essential
  • Ability to collect and manipulate large data sets
  • Ability to Identify and interpret trends or patterns in complex data sets
  • Ability to produce clear graphical representations and data visualization
  • Ability to consolidate reporting across several business functions, provide a clear summary to business stakeholders of pain points encountered. 
  • Ability to independently, resourcefully, and creatively research and implement new solutions.
  • Strong attention to detail
  • Strong communication skills, both written and verbal
  • The ability to plan work and meet deadlines

Competencies:

Analytical, inquisitive, SQL capability, clear presentation of data, organisation, self-motivated, confidence to explain results to business leaders.

Business Analyst

Job Title:  Business Analyst

Location:  Portsmouth

Position type: Full time, Permanent

WiggleCRC are looking to recruit an experienced Business Analyst to join the team in Portsmouth.

As a business analyst, you will work with key business stakeholders to capture business requirements and specify effective business processes to facilitate improvements in organisational change.

What will you be doing?

 

  • Works with business teams to elicit, identify, understand, prioritise and document business requirements, systems impacts and acceptance criteria.
  • Frequently use business analysis tools and techniques to better elicit, document and communicate business requirements.
  • Assists in the analysis of stakeholder objectives, and any underlying issues. Undertake investigations and identify options for the stakeholder's consideration.
  • Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes.
  • Understands the importance of Business process, and is skilled in identifying, eliciting, documenting and diagramming business process to a high standard.
  • Can suggest improvements, solutions and options that are relevant and valuable to project objectives while maintaining agreed scope.
  • 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.
  • Validate solutions meet agreed requirements. Document, communicate and seek agreement to any gaps or shortfalls in the solution.
  • 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.
  • Help identify all tasks, activities or resources required to undertake the required business or IT system change.

Who are we looking for?

Must have at least 3 years' experience as a Business Analyst, preferably within an ecommerce environment with some sort of BA certification (optional).

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