Date posted:17 April 2026

Pay:£31,592.00 per year

Job Description:

About Us

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

Before applying for this role, please read the following information about this opportunity found below.
Its an exciting time to join us, weve ambitious plans to expand and innovate. Were passionate about outstanding customer experiences and creating a workplace where people thrive. Were curious by nature and enjoy learning from ideas, insights, and the way customers think and behave.

The role

This role leads a Customer Service team supporting our customers from checkout to door. It owns the post-buying experience, ensuring orders reach customers in a timely manner and within our customer promise. The team resolves customer contact across courier deliveries, collection points, and payment queries, and works closely with our courier partners to resolve issues when things change or dont go to plan. The focus is on clear communication, joined-up resolution, and smoothing the journey right through to delivery.

Were looking for Team Leader who brings focus, clarity, and confidence to a busy customer-facing team. Building a culture where expectations are clear, support feels consistent, and people trust their judgement.

Regular 1:1s sit at the heart of the role, alongside recognising strong performance and giving clear, practical feedback. Day-to-day coaching helps the team develop accuracy, ownership, and pride in their work.

Responsibility for how the team operates sits with this role, ensuring processes are clear, workable, and followed. Blockers are removed quickly, early problem-spotting is encouraged, and continuous improvement is driven through simple learning loops. Staying close to workflow is essential, supporting the supervisor to manage priorities, handle peaks, and continue developing their leadership skills.

This role suits someone who enjoys developing people, improving ways of working, and turning challenges into simple, practical solutions.

Experience

• Experience leading and managing people in an office or contact centre environment (Essential)
• Experience developing both supervisors and agents, with a clear understanding of how to lead through others (Essential)
• Experience owning service, quality, and productivity targets, with accountability for delivery, recovery, and workforce planning to balance demand and capacity (Essential).
• Background in a regulated setting such as financial services, insurance, banking, or utilities (Advantageous)
• Experience handling escalations, complex queries, and sensitive customer situations (Advantageous)
• An interest in cycling or experience in the cycling industry (nice to have)

Skills & Attributes

• Strong communication skills, able to give direction and adapt to audiences, reinforce standards, and keep the team aligned with clear, actionable messages.
• Confident in managing customer conversations and escalations with calm, methodical communication and a focus on doing the right thing.
• Strong understanding of team planning, workload balance, and capacity management to deliverer performance targets.
• Skilled in key people processes, including absence, performance, wellbeing, and day to day support, with calm and fair decision making.
• Strong attention to quality and compliance, with the ability to run audits, follow standards, and keep processes accurate and consistent.
• Solid root cause thinking with the ability to spot patterns, understand why issues happen, and apply continuous improvement to make small changes that deliver better results.
• Comfortable working with data, analysing patterns, forecasting workloads, and spotting trends.
• Able to gather and interpret information and present clear updates on progress, KPIs, and recommendations.

Work Location: Hybrid remote in Swansea Tredz Contact Centre (above Store) SA7 9FH. On occasion you may work an onsite day from the alternative office at Tredz SA5 4DL.

The application process

Please email your CV to apply. Our recruitment process has two stages. The first stage is an assessment day. From this, well shortlist candidates to a separate interview day.

The assessment day will include group tasks and a short individual presentation, giving us the chance to get to know the person behind the CV, including your skills, style and approach. Both stages will take place at the tredz Fforestfach Support Centre.

What youll get (subject to eligibility):

• Competitive Salary: £31, 592.00 per annum.
• This roles offered on a hybrid basis, with at least two days a week in the office. Shifts run between 9am and 7pm and include a Saturday on a rota.
• Trade Price Discount: Access to bikes, parts, and accessories at unbeatable trade prices (plus VAT)an amazing perk for anyone whos passionate about cycling.
• Great Team: Work in a thriving environment that is passionate about Tredz being a great place to work.
• Skill Development: Grow your expertise by joining a team that supports a culture of learning and development.
• 33 days holiday (increasing to 38 days with length of service)
• Up to 50% off Halfords garage bills and discounts across Halfords retail stores
• Discounts on everything from groceries to restaurants, shopping, and insurance
• Family & Friends Discounts
• Cycle to Work Scheme
• Financial Planning Support
• 24/7 GP Access, 364 days a year
• Share Save Scheme with 20% discount on shares
• Health Cash Plan
• Company Sick Pay, Pension and Life Assurance

Job Types: Full time, Permanent

Pay: £31,592 per year

Work Location: Hybrid remote in Swansea Tredz Contact Centre (above Store) SA7 9FH. On occasion you may work an onsite day from the alternative office at Tredz SA5 4DL.

Closing Date: Wednesday 29th April 2026. We reserve the right to close the job application early.

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

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

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Referral programme

Work Location: Hybrid remote in Llansamlet SA7 9FH