Travailler chez Wiggle

Vous souhaitez rejoindre l'équipe Wiggle ?

Vous souhaitez rejoindre l'équipe Wiggle ?

Nous recherchons en permanence des personnes talentueuses qui sont passionnées par leur travail. Nous proposons certaines des meilleures offres de carrière dans le monde du sport, de l'e-commerce et du développement IT. Nous encourageons le travail dans un environnement décontracté qui favorise l'innovation et le développement personnel.

Nous adorons le sport. Nous avons un objectif mondial et nous nous développons rapidement dans le but de devenir le vendeur en ligne pour le sport le plus important au monde. Si cet objectif vous intéresse, alors jetez un œil à nos offres d'emploi !

Notre histoire

Notre histoire

Wiggle a débuté sous le nom de Butlers Cycles, un petit magasin de vélo indépendant à Portsmouth, Royaume-Uni, en 1920. En 1999, Butlers Cycles s'est connecté à InterneT avec le lancement de wiggle.co.uk.

Avec comme principal objectif un service client de qualité, Wiggle s'est rapidement développé dans d’autres pays que le Royaume-Uni. Nous sommes maintenant devenus une entreprise leader sur le marché en ligne des équipements pour le cyclisme, le running et la natation dans plus de 70 pays, dans 10 langues et 14 monnaies.

Notre hangar occupe une surface de près de 7 900 m² avec plus de 2 millions d'articles en stock !

Travail et sport chez Wiggle

Travail et sport chez Wiggle

Chez Wiggle, nous comprenons l'importance de garder un style de vie sain et équilibré. Nous travaillons dur mais dans un environnement décontracté qui encourage nos employés à faire du sport.

Nous nous entraînons régulièrement ensemble, avec nos groupes de running et de cyclisme pendant les pauses déjeuner ou après le travail. Nous participons également à des événements ensemble comme des courses cyclo-sportives et des compétitions de running.

Si vous êtes passionné(e) par votre travail, mais que vous prenez le temps de faire du sport, Wiggle vous attend !

Candidature

Candidature

Nous aimerions beaucoup vous connaître et savoir ce qui vous donne envier de travailler chez Wiggle !

Nous aimerions pouvoir répondre individuellement à chaque e-mail que nous recevons, mais compte tenu du volume que nous recevons, ce n'est malheureusement pas possible. Si vous n'avez pas eu de réponse de notre part dans les 14 jours suivant l'envoi de votre CV, veuillez comprendre que votre candidature n'a pas été retenue.

Nous vous remercions pour l'intérêt que vous portez à Wiggle.

Business Intelligence Manager

Business Intelligence Manager

Portsmouth

Competitive Salary & Benefits Package

 

Are you a Business Intelligence expert with experience of big data platforms?

Data has become an increasingly important driver for performance and growth within a digital organisation. Wiggle CRC has committed to a connected approach for how it handles, secures and derives value from its data, reflected by its investment in a BI and Analytics function that will apply a strategic use of analytics across the organisation. As a result, we are seeking a strategically minded, business intelligence expert.

What will you be doing?

You will be responsible for the successful and organised deployment of management information and intelligence into the business community. Accountable for influencing, leading and building relationships across all business functions by demonstrating the advantages of BI throughout the enterprise. As the recognised expert within the organisation, you will provide expert technical advice and leadership, analysis and data interpretation for tasks that could have a significant impact on business decisions that shape the future of Wiggle CRC.

Roles and Responsibilities

  • Line management of 2/3 colleagues inc. a Technical Business Analyst, Oracle Reporting Analyst and a Data Engineer.
  • Strong voice for the needs of the BI function in the BI ownership group
  • Assured management and collaboration of 3rd parties to ensure the BI platform delivers timely and accurate information to the organization.
  • Ensure the accuracy, availability and performance of certified dashboard and analysis.
  • Uphold explicit governance principles for new analysis, balanced against existing priorities and set expectations accordingly.
  • Accountable for all BI projects including stakeholder engagement, resource allocation, budget, risks, issues, dependencies and reporting status.
  • Collaborate with Data Architect for efficient design and roadmap for the BI platform.
  • Collaborate with the Data Governance team to design and maintain common standards, definitions values and metrics
  • Empower colleagues to advance the company using data instead of opinions
  • Leverage the various tools available, including Oracle Big Data, to further move the team into the delivery of ‘proactive’ analytics.

Skills and experience required

  • Oracle BI 12c
  • Oracle Enterprise Manager
  • RPD development experience
  • Advanced SQL and PL/SQL skills

Does this sound like the perfect job for you? Fantastic, please e-mail your CV to jobs@wiggle.co.uk or call 0203 006 1755 for a confidential conversation.

Customer Service Advisors

Customer Service Advisors

Belfast

Competitive Salary & Benefits Package

 

Do you understand the importance of outstanding customer service?

Chain Reaction Cycles, the world’s largest online bike store, is an award-winning, 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.

What will you be doing?

Working as part of the Customer Service team, you will be responsible for helping to maintain CRC’s global service levels across all media and contact channels. You will be supporting customers via contact sources of pre-sale, during-sale and after-sale queries related to all products, brands and services.

As a Customer Service Advisor, you will be representing Chain Reaction Cycles, assisting and advising customers via Live Chat, Email and Phone with the highest degree of courtesy and professionalism to resolve issues.

Knowledge, Skills and Experience

  • Strong communication skills, both written and verbal
  • Strong attention to detail and aiming for excellence in delivery
  • Experience of working in a customer service or retail environment
  • Ability to manage and co-ordinate changing priorities, have high standards and be capable of multi-tasking
  • IT proficient with the ability to learn new systems
  • Self-motivated and confident decision maker with the ability to apply solutions and a positive “can do” attitude
  • Ability to be flexible with work duties and hours as required by the team and business
  • Confident in raising queries in order to optimise service delivery to our customers

Does this sound like the perfect job for you? Fantastic, please send your CV to jobs@wiggle.com and a member of our Talent Acquisition team will be in touch.

Database Administrator

Database Administrator

Portsmouth

Competitive Salary & Benefits Package

 

Calling all Database Administrators – We want you…

We are looking for an experienced Database Administrator to join our Production Services Team to oversee the day to day management of all SQL databases across the Wiggle CRC estates.

What will you be doing?

You will be a member of a 10-strong team who are internationally distributed. On a day to day basis you will make sure that our live databases are running on time and accurately. You will be an integral part in the website deployment process carrying out the website deployment process, carrying out SQL reviews, making sure queries are correct and signing them off.

The technical stuff

  • Day to day management of operational database environments.
  • Mentor and Share technical expertise with junior members of the team.
  • Manage and Liaise with developers and third party to ensure standards and architectural principles are applied as appropriate.
  • Where required to work with the business to capture and analyse requirements, providing technical input in a clear well-communicated manner. Create suitable design documentation and / or data models for others (including 3rd party offshore suppliers) to work from.
  • Develop an excellent understanding of one or more systems, how these systems support the business, how these systems interact with other corporate (and 3rd party) applications, and their place in the overall IT architecture.
  • Analyse systems proactively to identify problems and trends and propose technical solutions and recommend changes to optimise system performance and usability.
  • Create documentation to support future maintenance of system and to support operational requirements.
  • Ensuring agreed OLA’s are adhered to.
  • Managing incidents, service requests and minor change within Production Services Team.
  • Managing, tracking and trouble-shooting issues, change controls, bespoke project roll-outs and live fault escalations.
  • Maintaining a high level of availability of services and minimising the risk of exposure to system downtime through continual monitoring of key systems.
  • Provision of out of hours support.
  • Improving system & automating repetitive jobs.

Knowledge, Skills and Experience

  • 5+ years of experience in database development and support in Microsoft SQL Server (MSSQL) environments.
  • Experience and Knowledge of supporting and maintaining an enterprise Database platform with a main focus on SQL Server 2005/2008/2012.
  • Experience and Knowledge of supporting Wintel and Linux Operating systems required for database operations.
  • Experience and Knowledge of database Integration Services
  • Experience and Knowledge of using and configuring enterprise database monitoring solutions
  • Experience in troubleshooting and resolving MSSQL integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etc.
  • Experience in Performance Tuning, Query Optimization, using Performance Monitor, SQL Profiler and other related monitoring and troubleshooting tools.
  • Ability to detect and troubleshoot database related CPU, memory, I/O, disk space and other resource contention.
  • Knowledge of database backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication.
  • Experience in implementing MSSQL operational automation.
  • Knowledge of how MSSQL indexes, index management, integrity checks, configuration, patching. How statistics work, how indexes are stored, how they can be created and managed effectively.
  • Knowledge of MSSQL management tools (Profiler, DTA, SSMS, SAC, SSCM, PerfMon, DMVs, system sprocs)
  • SSRS – Backup Failures/Job Failures/ Instance Status/Service Status and Mirroring Synchronisation using remote T-SQL Queries via MS-DTC/RPC.

Does this sound like the perfect job for you? Fantastic, please send your CV to jobs@wiggle.com and a member of our Talent Acquisition team will be in touch.

 

Fulfilment Shift Manager

Fulfilment Shift Manager

Wolverhampton

Competitive Salary & Benefits Package

 

Are you seeking an extraordinary Shift Manager with a proven track record in driving operational performance improvements and E-Commerce?

We are looking for a dynamic, strategic minded operational manager to drive performance and operational efficiency in our E-commerce processing function. You will have 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

What will you be doing?

On a daily basis, you will ensure that 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.

Roles and Responsibilities

  • 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
  • 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.

Personal Specification

  • Warehousing, logistics and people management experience is mandatory
  • Working in a fast pace environment & 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 delivery exceptional service to our customers
  • Strong people person with effective communication and development skills
  • Strong systems knowledge especially in desk top systems and WMS

Does this sound like the perfect job for you? Fantastic, please send your CV to jobs@wiggle.com and a member of our Talent Acquisition team will be in touch.

 

Online Marketing Manager (Europe)

Online Marketing Manager (Europe)

Portsmouth

Competitive Salary & Benefits Package

 

Are you a talented Online Marketing Manager looking to progress in 2018?

We are looking for an Online Marketing Manager to take overall responsibility for all European markets across Wiggle CRC. You will be responsible for setting strategy, leading innovation and managing a team to maximise profitability and drive new customer acquisition.

What will you be doing?

Working with the Global Online Marketing Manager you will take the lead on creating, developing and owning the overall on-line marketing strategy. This role requires management and development of four direct reports as well as working closely with other Regional Onlline Marketing Managers.

Roles and Responsibilities

  • Own the strategy across all channels for Wiggle CRC’s European markets
  • Responsible for the budget and KPI targets across Paid Search, Remarketing, Affiliates, Display and other channels as appropriate
  • Manage and lead a team of four direct reports to improve knowledge, skills & performance
  • Maximise sales and profitability across European markets
  • Identify opportunities across all digital channels to achieve revenue growth targets and drive new customer acquisition
  • Grow market share in relevant tri sports markets
  • Overall responsibility for territory campaigns
  • Execution and evaluation of campaigns across ROE markets
  • Create business cases for new opportunities and engage key stakeholders
  • Work closely with Country Managers and Translators to ensure maximisation of traffic generating opportunities
  • Close working relationship with Wiggle CRC Group Team to ensure latest technologies and best practices are adopted
  • Create and refine bidding strategy in accordance with Group Paid Media Manager
  • Regular analysis of campaign performance against targets and report back to the team / wider business
  • Other work as required by the team

Personal Specification

  • 3-4 years online marketing experience required, working in a multi-site enterprise role an advantage
  • Having European language skills is an advantage but not essential.
  • Experience of managing online marketing teams (across non centralised teams an advantage)
  • Has worked across multiple online channels
  • Experience of managing large budgets across different channels
  • Target driven
  • Has demonstrated history of improving direct reports
  • Experience of working with bid management platforms is an advantage
  • Retail or e-commerce experience desirable 
  • An interest and knowledge in tri-sports are also desirable
  • Be able to work effectively with minimal direction

Does this sound like the perfect job for you? Fantastic, please send your CV to jobs@wiggle.com and a member of our Talent Acquisition team will be in touch.

 

SEO & Partner Strategist

SEO and Partner Strategist

Portsmouth

Competitive Salary & Benefits Package

 

Are you a Search Engine Optimisation guru looking to progress your career?

We are looking for a dynamic and talented SEO and Partner Strategist with experience of creating and delivering a strong and well aligned SEO strategy to improve traffic referrals to Wiggle and Chain Reaction Cycles websites.

What will you be doing?

Reporting directly to the Digital Strategy Manager, you will be responsible for creating organic traffic work plans and working with the sales promotion team to help deliver the right content to support campaigns and audience development, whilst also working with the wider marketing team to help ensure that traffic generating opportunities are maximised.

Roles and Responsibilities

  • Management of organic performance of Wiggle and Chain Reaction Cycles sites in all territories
  • Ownership of website optimisation plans for both brands
  • Ownership of organic content plans for both brands
  • Work with e-commerce / IT teams in both brands to deliver plan
  • Work with e-commerce / IT teams in both brands to ensure organic best practice / risk reduction is applied to all website development
  • Work with online marketing managers to deliver local variations and assure organic best practice is being followed
  • Work with content + translation teams from both brands to ensure best practice is applied to content creation
  • Grow awareness of organic principles through the business
  • Work with online marketing managers to deliver local variations and assure best practice is being followed
  • Additionally, will be required to do some top-level work with affiliate providers to ensure uniformity of service, best practice for Online Marketing Managers.

Personal Specification

  • 3+ years organic experience, preferably in multi-site enterprise role
  • Strong analytics skills (experience of using Google Analytics is an advantage)
  • Ability to work on and deliver a number of projects at any one time
  • Ability to create and deliver marketing plans
  • Additional language skill is an advantage
  • Interest and knowledge on online sports market is desirable
  • Be able to work effectively with minimal direction

Does this sound like the perfect job for you? Fantastic, please send your CV to jobs@wiggle.com and a member of our Talent Acquisition team will be in touch.

 

Technical Customer Service Advisors

Technical Customer Service Advisors

Belfast

Competitive Salary & Benefits Package

 

Job Purpose

As a Customer Service Technical Advisor you will be representing Chain Reaction Cycles, assisting and advising customers via Phone, Live Chat, and Email with the highest degree of courtesy and professionalism to provide detailed product information and recommendations and resolve issues.

Context

Working as part of the customer service team you will be responsible for helping maintaining Chain Reaction Cycle’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.

  • The role will have a rotating shift pattern, including weekend work.
  • There is also a performance based bonus which is paid monthly.

Responsibilities and Duties

Duties

  • Ensure customer queries are answered promptly and completely via both Chat and Email
  • Offer technical support on the whole Chain Reaction Cycles 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

KPIs

  • Customer response and resolution time SLA.
  • Productivity
  • First case resolution
  • Outbound emails per case
  • Net Promoter Scores and Customer Satisfaction Scores

Knowledge, Skills and Experience

  • Show a sound knowledge of bikes/parts with an eagerness to further advance this knowledge.
  • 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

Competencies

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

Does this sound like the perfect job for you? Fantastic, please send your CV to jobs@wiggle.com and a member of our Talent Acquisition team will be in touch.

 

Environments Lead

Portsmouth

Competitive Salary & Benefits Package

Are you a Senior Systems Administrator looking for the next step on your career ladder?

We are looking to recruit a talented Senior Systems Administrator or existing Environments Lead to provide technical advice and implement industry best practices across the Wiggle CRC business and to champion technology that helps drive positive change.

What will you be doing:

You will be responsible ensuring that IT delivery teams have suitable environments throughout the delivery lifecycle, ensuring the design, provision and maintenance of all non-production environments are delivered to agreed SLAs

Roles and Responsibilities

  • Be accountable for and take full responsibility for the building and provision of all non- production environment activities within IT projects
  • Consulting with customers and evaluating environment requirements to advise on best practice environment provision in line with agreed processes and standards
  • Monitor and control the environment provision effort and demand metrics to manage environment provision activities.
  • Liaise with programme / project / product managers to manage expectations for each environment provision requirement.
  • Consult with stakeholders and attend relevant workshops and meetings.
  • Operate as a specialist and consultant on all aspects of environment management and give advice to both users and IT management to determine the most appropriate environment strategies for IT projects.
  • Continuously improve toolsets and processes to improve efficiency and quality within the environments team.
  • Maintain good knowledge of, advise on, define and justify internal and external standards, methods and procedures for environment management.

Skills and experience required

  • Experience of supporting and maintaining infrastructure as a service (IAAS)
  • Experience of supporting and maintaining e-commerce platforms including Windows, IIS, .Net framework, certificate management etc.
  • Experience and knowledge of supporting and maintaining and enterprise network, including load balancers, firewalls, VPN, Cisco routers and switches.
  • Experience supporting messaging systems such as Exchange and Office 365
  • Ability to manage priorities
  • Experience of supporting and maintaining various RDBMS systems, including Oracle and SQL Server.

Does this sound like the perfect job for you? Fantastic, please click apply!

Commercial Finance Analyst

Commercial Finance Analyst

Portsmouth/Belfast

Competitive Salary & Benefits Package

Are you an experiened Commercial Finance Analyst looking for your next challenge?

Wiggle inspires everybody, everywhere, everyday; to experience the joy of sport.​ Wiggle is an online retailer of Cycle, Run, Swim, Triathlon & Outdoor product, in over 100 countries. Wiggle are a truly global company; with multi-language websites, customer services, and free worldwide delivery. Wiggle staff live the brand. Being cyclists, runners, swimmers and outdoor enthusiasts; they share a love of sport.

What will you be doing:

Wiggle are currently recruiting for an experienced Commercial Finance Analyst to join the team based in Portsmouth or Belfast. As a Commercial Finance Analyst, you will be responsible for providing insightful and timely commercial analysis for the business to ensure that it understands performance and supports business decisions. Working closely with the Hard Goods Buying & Merchandising team in Belfast, but also supporting wider analysis that could include interaction with Marketing, Operations and other Finance teams. Use of shared data and consistent tools mean this role can be based in either Belfast or Portsmouth.

Roles and Responsibilities

The Commercial Finance Analyst will be responsible for

 

  • Preparing the weekly trading pack to support business decisions, including root cause analysis and identifying actions to improve performance
  • Budgeting & forecasting – driving challenging but achievable targets for the business – a champion for the hard goods sales / margin forecasting process
  • Intake through to sales – reviewing intake margin, markdowns, vouchers, FX and pricing.
  • Daily review of negative product margin reporting and negative delivered margin reporting
  • WSSI reviews – sales, margin, stock, availability
  • Monthly departmental profitability analysis
  • Commercial decision support – for example, a stock clearance project

Skills and experience required

  • Fully or part qualified accountant : ACA, CIMA, ACCA
  • Great PQE : proving an ability to hit the ground running and to continually develop
  • Experience of using Oracle Fusion, Hyperion, Essbase and other Oracle suite products preferred
  • Comfortable manipulating large data sets
  • Proficient user of all Microsoft Office tools
  • Retail or other fast paced industry experience essential

Does this sound like the perfect job for you? Fantastic, please e-mail your CV to jobs@wiggle.co.uk or call 0203 006 1755 for a confidential conversation.

German Speaking Customer Service Advisor

Job Purpose:

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

Context:

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.

This role will have a rotating shift pattern - week 1 06.00 - 14.30 / week 2 - 09.00 - 17.30 / week 3 - 13.30 to 22.00.

One in three weekends will be worked (09.00-17.30) with Monday and Tuesday off.

Shift rotas are provided 8 weeks in advance.

There is also a performance based bonus which is paid monthly

Responsibilities and Duties

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

KPI’s:

  • Customer response and resolution time SLA.
  • Productivity
  • First case resolution
  • Outbound emails per case
  • Net Promoter Scores and Customer Satisfaction Scores

Qualifications and Skills

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

Competencies:

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

Sound like a perfect role for you? Fantastic!

We are for the #Goodstuff!

HR Advisor (12 month Fixed Term Contract)

Are you a commercially focused HR Advisor with a strong background in employee relations? Are you ready for a fresh challenge?

Wiggle CRC are looking for a career orientated and driven HR Advisor to join our team of HR professionals based at our Head Office in Portsmouth, initially on a 12-month fixed term contract to cover maternity leave.

What will you be doing:

The role will require you to provide HR support services to the business and work with senior management to deliver and implement HR processes, policies and strategies. This will include:

  • Supporting senior managers and the wider business on all Employee Relations, in line with company policy and legislation, in order to minimise risk to the business.
  • Supporting in the delivery of management training and the wider training plan.
  • Delivery of day-to-day related HR administrative functions
  • Owning the onboarding and induction processes, policies and procedures.
  • Partnering with senior management to ensure successful delivery of wider business projects
  • Management of new starters, leavers, absence and capability processes.
  • Contributing to the successful delivery of HR KPI’s.

Knowledge, skills and experience:

  • Qualified or working towards CIPD Level 5.
  • Experienced HR professional with a "can do" attitude.
  • Up to date knowledge of current and emerging legislation and case law with the ability to translate legal developments into practice.
  • Strong IT skills, including MS Word, Excel and Powerpoint
  • Ability to analyse and interpret HR data and accurately track KPIs
  • Demonstrable experience of working in a fast-paced, rapidly growing business environment.

Does this sound like the perfect job for you ? Fantastic, please click to apply.

We are #forthegoodstuff

CRM Development Lead

Belfast

Competitive Salary & Benefits Package

Are you a driven, data passionate, CRM Development Lead looking for a new challenge?

We are looking for a unique individual to join our CRM development team based at our Chain Reaction Cycles office based in Belfast. This is a very exciting time at Wiggle CRC as we have been investing heavily in this area bringing in and building industry leading tools.

What will you be doing:

You will be responsible for the CRM Development team, owning all e-mail development, the execution of marketing automation and driving forward the delivery of the CRM roadmap. You will also be responsible for:

 

  • Owning the Chain Reaction Cycles e-mail development process
  • Being product owner for our e-mail service provider – IBM Watson
  • Being the lead evangelist for marketing automation via this channel
  • Working closely with the CRM manager to oversee the set up of marketing campaigns.
  • Driving forward the acquisition of e-mail address with the CRM Manager.
  • Working with our data architects & engineers to ensure our platform is fully connected to our data platform.
  • Creating and managing the email testing loop.
  • Managing the development team
  • Ensuring that Chain Reaction Cycles is at the forefront of all industry trends.
  • Maintaining high quality and accuracy of email templates and email lists

Knowledge, skills and experience:

  • Strong in HTML
  • Understanding of Javascript
  • Understanding of SQL
  • Strong analytical and quantative skills with the ability to use data to develop and measure marketing campaigns
  • Proven ability to drive, manage and motivate a team.
  • Proven experience in creating, scheduling, testing and executing one-time automated e-mail campaigns
  • Experience working with enterprise level e-mail service providers such as IBM Cloud Marketing and Salesforce.
  • Excellent MS Office skills, including a strong working knowledge of Excel.

Does this sound like the perfect job for you? Fantastic, please click to apply.

IT Service Desk Analyst

Are you an experienced IT Service Desk with exceptional customer service skills?

We are looking for an IT Service Desk Analyst to join our fun loving and highly professional team based at our head office in Portsmouth. Our Service Desk team support over 1000 Wiggle CRC staff and deal with on average 40 queries each, per day, in order to ensure our IT solutions’, allow our business to run smoothly.

What will you be doing:

Our IT Service Desk is an integral part of the Wiggle CRC business and acts as a gateway for IT users to engage with the IT department. The work completed within this team ensures that all staff at Wiggle CRC have what they need to perform within their role.

Roles and Responsibilities

  • Performing first time fix on incidents raised to the team in a professional manner.
  • Provide first line telephone and ticket-based IT and application support to the Wiggle business
  • Performing service requests raised to the team including accounts set up, software installations and physical desk moves.
  • Manage the change management process and attend a Change Acceptance Board when required.
  • Pro-actively identify problems and trends and propose solutions and recommendations to optimise systems performance and stability.
  • Renew or procure services on behalf of the IT department where required by following the purchase order process
  • Provide reports on IT performance to senior members of the Wiggle business.
  • 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.

Personal Specification and competencies:

  • Windows 7 and Windows 10 administration experience.
  • Basic network and / or database skills (SQL)
  • Active Directory and Office 365 exposure.
  • Sharepoint
  • Knowledge and understanding of ITIL.
  • Excellent customer service skills and a willingness to deal directly with users either by phone or face to face.
  • Excellent written skills are essential
  • Experience at working in a busy support environment
  • Evidence of process improvement to increase efficiency must be shown.

Does this sound like the perfect job for you? Fantastic, please click to apply.

French Speaking Customer Service

Job Summary

Job Purpose:

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

Context:

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.

This role will have a rotating shift pattern – week 1 06.00 – 14.30 / week 2 – 09.00 – 17.30 / week 3 – 13.30 to 22.00.

One in three weekends will be worked (09.00-17.30) with Monday and Tuesday off.

Shift rotas are provided 8 weeks in advance.

There is also a performance based bonus which is paid monthly.

Responsibilities and Duties

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

KPI’s:

  • Customer response and resolution time SLA.
  • Productivity
  • First case resolution
  • Outbound emails per case
  • Net Promoter Scores and Customer Satisfaction Scores

Qualifications and Skills

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

Competencies:

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

Sound like a perfect role for you? Fantastic - please click apply!

CRM Email Developer

Are you a Javascript guru with knowledge of HTML, SQL and CSS? Are you ready for a fresh challenge?

We are looking for a CRM E-Mail Developer to join our demand conversion team to develop, execute and manage Wiggle’s suite of customer marketing activity through our digital platforms.

What will you be doing:

  • Using your technical skill to develop and support customer marketing activity.
  • Developing advanced enhancements for our customer programs to drive customer engagement and agreed business targets.
  • Working across multiple teams, ensuring projects are delivered on time and on budget.
  • Maximising the customer’s experience of our digital marketing programs. Ensuring a highly personalised experience through the customer’s journey to the website, and through Wiggle’s extensive range of products.
  • Leading the development of new digital campaigns across our chosen marketing channels, primarily Salesforce Marketing Cloud.
  • Leading the process of automating customer programmes, track customer behaviour and implement necessary changes to these programs.
  • Working as part of a team to manage the technical process of automating customer campaigns. Including content development and delivery, ensuring consistency with existing work and in line with Wiggle’s brand principles.
  • Keeping up to date with industry best practice to ensure Wiggle is best placed to expand our audience reach.

Knowledge, skills and experience:

  • Advanced understanding of technical code and fundamentals of code structure
  • Development skills in SQL, Javascript, HTML, CSS.
  • Knowledge of advanced digital customer systems (personalisation or segmentation systems or code), that create conditions that govern the presentation of content to customers.
  • Experience with leading customer marketing and/or customer systems experience (Oracle, Salesforce, Adobe, Silverpop or similar level)
  • Hardworking approach to all tasks, committed to developing the best solution and providing the best customer experience.
  • A keen interest in coding technical solutions and developing what we have today
  • A creative approach - committed to innovation and a flair for problem solving
  • A keen interest in eCommerce and Digital Marketing
  • A Pro-active personality with a can-do attitude.

Does this sound like the perfect job for you? Fantastic, please click to apply.

HR Advisor

Are you a commercially focused HR Advisor with a strong background in employee relations? Are you ready for a fresh challenge?

Wiggle CRC are looking for a career orientated and driven HR Advisor to join our team of HR professionals. You will be based at our Citadel Distribution Centre in Bilston, Wolverhampton.

What will you be doing:

The role will require you to provide HR support services to the business and work with senior management to deliver and implement HR processes, policies and strategies. This will include:

  • Supporting senior managers and the wider business on all Employee Relations, in line with company policy and legislation, in order to minimise risk to the business.
  • Supporting in the delivery of management training and the wider training plan.
  • Delivery of day-to-day related HR administrative functions
  • Owning the onboarding and induction processes, policies and procedures.
  • Partnering with senior management to ensure successful delivery of wider business projects
  • Management of new starters, leavers, absence and capability processes.
  • Contributing to the successful delivery of HR KPI’s.
  • Supervision of a HR Administrator

Knowledge, skills and experience:

  • Qualified to CIPD Level 5.
  • Experienced HR professional with a "can do" attitude.
  • Up to date knowledge of current and emerging legislation and case law with the ability to translate legal developments into practice.
  • Strong IT skills, including MS Word, Excel and Powerpoint
  • Ability to analyse and interpret HR data and accurately track KPIs
  • Demonstrable experience of working in a fast-paced, rapidly growing business environment.

Does this sound like the perfect job for you? Fantastic, please click to apply.

Bicycle Technician (Wheel Builder)

Are you a “wheelie” obsessed with cycling? WiggleCRC have a rare opportunity to join our wheel build team.

Wiggle CRC are looking for a passionate and committed individual to join our wheel build team based at our Citadel Distribution Centre based at in Bilston, Wolverhampton.

What will you be doing:

You will be responsible for specialist wheel building in line with customers bespoke specifications and expected Wiggle CRC quality standards

  • Building wheels to CyTech, British Standards and manufacturer specifications and Wiggle CRC quality standards.
  • Assembly of hub, spokes and rims
  • Install and adjust all components to the manufacturers specifications
  • Assessment of repairs and warrantable stock items.
  • Ensuring that workshop tools are used correctly and maintained
  • Ensure compliance with H&S legislation
  • Maintaining a safe working environment.

Knowledge, skills and experience:

  • 6 months experience in wheel building environment is desirable but not essential.
  • Cytech level 2 qualified or equivalent recognised qualification in bicycle mechanics
  • Experience of working to targets
  • Strong communication skills
  • Strong team player with the ability to multi-task.

Does this sound like the perfect job for you? Fantastic, please click to apply.

DC General Manager

Are you a visionary logistics leader with a strong operational background in driving change and improving performance?

Wiggle CRC have an incredible opportunity to take the reigns of our 300,000 square foot, state of the art distribution centre in Bilston, Wolverhampton. It has been an exciting time at Wiggle CRC since our site opened in 2015 but with significant investment ongoing we are looking to recruit a truly visionary General Manager to transform our operation into a world-class facility.

What will you be doing:

You will be responsible for the overall management of all warehousing and distribution operations, this will include full management of P&L, driving high levels of quality, productivity and performance through outstanding coaching and leadership skills.

Roles and Responsibilities

  • Taking on full accountability for ensuring that the day to day operation consistently meets the requirements of the business, operationally and financially.
  • Ensuring all supply chain processes are consistent and that lean methodology is implemented across the operation.
  • Lead and manage robust change management programmes including initiatives to improve productivity, quality and efficiency.
  • Ensuring appropriate levels of resource across all business area’s
  • Experience of identifying talent and creating development opportunities through succession planning, coaching and mentoring.
  • Foster a spirit of teamwork among all staff and create a workplace culture that emphasises the identified mission, vision, guiding principles and values of Wiggle CRC.
  • Ensuring that Wiggle CRC meets the requirements of H&S legislation and corporate H&S strategy arrangements.
  • Manage the overall operational, budgetary, and financial responsibilities and activities of the distribution function. Identify areas of poor performance and execute action plans to improve.

Knowledge, skills and experience:

  • Proven successful background of warehouse & logistics management having worked in a fast-moving distribution environment.
  • Adept at running a large scale warehouse pick, pack and despatch operation as well as transport / logistics services.
  • Experience of working across omni-channel retail and store operations
  • Experience of shaping strategic plans and implementing cost saving initiatives in a complex distribution / logistics environment
  • Experienced in coaching and leading teams to enhance performance, producing high performing teams
  • Track record of increasing business performance and profitability
  • Ability to effectively manage all related financial controls across all P&L cost centres
  • High level of supply chain knowledge and to be able to identify opportunities for efficiencies and effectively execute
  • Proven project management skills, able to work cross functionally
  • Comprehensive knowledge of all Health & Safety requirements
  • Attention to detail at the highest level
  • Knowledge of LEAN methodology, such as Kanban, TQM, Root Cause Analysis etc

Does this sound like the perfect job for you ? Fantastic, please click to apply.

Bicycle Mechanic

WiggleCRC, are seeking an experienced and passionate Bicycle Mechanic to join the growing team. Your role will be to ensure that all bicycles are built and inspected to the correct specifications and to Cytech and WiggleCRC’s exceptional standards.

Dimensions:

  • 30, 000 bikes to be built by the workshop team annually
  • 20% year on year growth in bike sales
  • Reporting to the Workshop Manager/Team Leader
  • To be part of a team of 20 mechanics and 6 bike packers
  • Up to 200 bikes per day assembled, quality checked and despatched

Context:

A Bicycle Mechanic has the accountability of ensuring all customer bikes they have assembled are built to Cy Tec, British Standards and Wiggle’s high standards to ensure the customer receives the best product possible whilst ensuring productivity targets are adhered to.

Accountabilities:

  • Ensure that all bikes are built and safety checked to Wiggles exacting standards in order to deliver the bike ready to ride except for customer basic final assembly.
  • Install and adjust all components to the manufacturers required standard.
  • Correctly install any required accessories to ensure safe operation of the bike.
  • Ensure customers bike returns and warranty claims are promptly and effectively dealt with.
  • Assist in other areas of the Operations Department when required.
  • Ensure workshop tools are used correctly and
  • Maintain a safe working environment

KPI’s:

  • Quality issues to be reported when discovered.
  • Inventory checks to be completed as and when required.

Knowledge, Skills and Experience:

  • A Cytech qualification is desirable though not essential, as is a passion for cycling and bicycles
  • Demonstrate experience of working in a fast-paced workshopenvironment as part of a professional team
  • Bike product knowledge an advantage
  • Communication skills
  • Ability to multi skill

Competencies:

  • Strong attention to detail with a strive for excellence in delivery
  • Commercially driven with an appetite to drive a business unit
  • Ability to manage and coordinate changing priorities, understand 'what good looks like’, and capable of multi-tasking
  • 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

If this sound like the perfect role for you, please send your CV to jobs@wiggle.com and a member of the Talent Acquisition team will be in touch!

Profit Protection Assistant

WiggleCRC are looking for a Profit Protection Assistant to join our growing team at the Portsmouth Head Office. The purpose of this role is to support the group in identifying and managing areas of risk and shrinkage. This is to be achieved through:

  • Payment fraud control - Manually reviewing and screening of inbound customer orders to detect and remove fraud.
  • Assisting with customer contacts in regards to suspected fraudulent activity encountered.
  • Reconciliation and analysis of data regarding stock, goodwill and compensation to identify risk.
  • Reporting - Provide the business with analysis of findings and recommendations.
  • Risk identification - Review internal processes to identify areas of risk and provide recommendations.
  • Support in operational process of Group Staff Discount scheme.

Dimensions:

  • Ensuring that the business operates within the annual shrinkage budget.
  • Reducing payment chargeback levels incurred by the business through stolen payment cards.
  • Fraud screening 6% of all incoming orders into the business.
  • Assisting with weekly / monthly reporting and analysis to Exec level.
  • Processing circa 100 staff discount requests weekly.

Context:

There are 6 Profit Protection Assistant roles who report to the Profit Protection Manager. These roles are key to the business and include a mix of process and investigative work. This ensures the business remains protected and proactive in terms of preventing fraud and shrinkage whilst discovering further commercial opportunity.

Accountabilities:

  • Working as a team to screen customer orders and stop orders being accepted on stolen payment cards.
  • Internal reconciliation and reporting of stock, goodwill, free of charge orders, misc credits, staff sales, promotional vouchers, internal processes.
  • Pro-active analysis of pricing to establish any onsite errors with escalation where required.
  • Challenging current processes where risk is apparent and providing solutions to fix.
  • Assistance where necessary to the lost in post function. Working with the Operations team and external couriers to ensure an efficient service is in place.
  • Provide reporting and challenging chargebacks which have been issued by the card holder’s bank.
  • Analysis of affiliate orders to ensure the correct levels of reward is issued.
  • Support in managing the internal group staff discount scheme.

KPI’s:

- Ensure the payment chargeback budget is not exceeded regarding the value of fraud encountered through stolen payment data.

- Review, release and cancellation of orders to ensure SLA commitments are fulfilled for delivery.

- Auditing current processes, highlighting risk, providing solutions.

- Application of staff discount to staff orders within the proposed timescale.

Knowledge, Skills and Experience

  • An understanding of the risks that are presented to online retailers from internal and external threats.
  • The confidence to directly approach internal and external relations, challenge current processes and build foundations for future working.
  • Analytical in reconciliation and willingness to investigate and resolve discrepancies.
  • Motivated individual with an eye for detail and the desire to succeed and provide a visible financial benefit to the company.
  • Ability to work well in a team.
  • Professional and reliable with the desire to continually improve.
  • Requires a flexible approach to working hours and business requirements as some evening and weekend work will be necessary.
  • Strong excel skills would be beneficial.

Competencies:

Accuracy, analytical, flexibility, confident, professional, ability to identify trends, product knowledge, customer services.

If this sound likes the right role for you, please click apply!

Product Developer (Sports Apparel)

Wiggle’s own brand team is undergoing expansion and now requires a Product Developer to help support this growth!

Based in our Portsmouth office you will work within the development team and alongside other departments and will be responsible for taking products from development stages through to production.

In this exciting role, you will work closely with colleagues in the development team and alongside the Senior Developer, Product Manager and Designers to design, develop and manufacture ranges of products for Wiggle.

This opportunity would suit someone with knowledge and passion of product development, garment technology and product manufacturing who has worked within the sportswear industry or who has a keen interest in sports, particularly cycling, running or swimming.

The ideal applicant will have experience in a similar role, working factories in Far East and Italy, works on design platforms like Adobe Illustrator and is proficient in Microsoft Excel. Language skills within Italian and Chinese are desirable.

What you will do:

  • Working with Design & Merchandising teams throughout the season, you will be responsible for managing the process from design handover through to bulk production / delivery to Warehouse stage.
  • Developing new products and ensuring design, fit and colour continutity on existing ranges, while managing their Critical path for a timely product launch.
  • Liaise with design team & factories  on translation of design packs into detail product packs with construction details and correct fabric & trim information. You will create or maintain initial spec for garments, select fabric and trims based on design aesthetics and desired product performance while maintaining the commercial viability of the product.
  • Responsible for organizing fit review meetings with design, fitting proto samples, sending fit & construction comments to factories, ensuring consistency of fit throughtout the protos to size sets, pre-production and shipment samples.
  • Support suppliers on technical aspects of fabric, trim and fit development, ensuring that all sample garments are properly progressed in timely manner as per the critical path deadlines.
  • To negotiate prices with suppliers, mills, and trim suppliers and maintain / manage product margin% during the development of the product;
  • Review faulty/returned products and customer feedback across site and incorporate it to improve product desig, performance and quality.
  • Communicate key range stories to the marketing team for activation.
  • Have a keen awareness of relevant sports brands.

Knowledge, Skills and Experience:

  •  Relevant degree or educated at degree level in a fashion/product design, garment technology or sportwear apparel design.
  • At least 2-3 years of proven background of taking commercially strong products to market. Previous experience in performance sportswear (specially, cycling, running or tri clothing) would be advantageous.
  •  Product Development, garment technology and product manufacturing knowledge
  •  Fabric (and trim) knowledge, preferably performance fabrics
  • Experience working with factories in Far East and Italy
  • Creative design capability
  • Proficient user Microsoft office, specially Excel and have essential skills in Adobe illustrator.
  •  Superb attention to detail, organisational and deadline management skills, and the ability to multi-task are vital
  • Good team player, strong attention to detail, confident decision maker with the ability to nail actions and get stuff done.

Sound like a perfect role for you? Fantastic! We would love to hear from you!

We are for the #Goodstuff!

Data Scientist

Are you a passionate Data Scientist looking for your next challenge? If so, we have the perfect challenge for you.

We are looking for a Data Scientist to join our expanding team, to build WiggleCRC’s first ever data platform. 

What will I be doing?

You will be using Oracle and Hadoop and working with a newly built in-house data platform. Working alongside data engineers, data architects and digital marketing team this opportunity will allow the successful person to shape the direction of the data science capability for the entire organisation. Using R as the primary language you will be taking forward some basic models and helping to push forward machine learning capabilities in WiggleCRC.

What is my mission?

WiggleCRC is looking to enhance its Customer journey by radically improving its CRM capability. Delivering new prediction models, customer segmentation and personalised content through the application of new data sets and Big Data technologies. Responsible for driving this greenfield deployment and delivering improved digital marketing capabilities will increase customer retention and provide the organisation with the ability to identify new insights through a deeper understanding of our customer.

You will provide input on all aspects of the design, development and delivery of marketing data products including problem definition, data acquisition, data exploration and visualization, feature engineering, experimenting with algorithms, machine learning, evaluating and comparing metrics, deploying models and iteratively improving the solution, using near real-time and batch data processing.

What experience do I need to have?

Dimensions:

  • Supporting the upkeep and development of the big data platform and components
  • Experienced delivering against Agile methodology

Accountabilities:

  • Enabling:
    • Data driven customer insights
    • Personalisation across marketing channels
  • By producing:
    • Prediction models
    • Segmentation models
    • Best-next-step models
    • Lifetime value models

KPI’s:

  • Improving the relevancy of marketing communications to improve customer retention.

Technical Skills:

  • 2yrs+ experience in a similar role
  • Scala
  • R
  • Spark
  • Hive
  • Kafka
  • SQL
  • Present complex ideas concisely to stakeholders and Senior managers
  • Degree in a numeric discipline

Beneficial:

  • NoSQL (HBase)
  • PLSQL
  • Knowledge of the retail sector
  • Knowledge of GA and SFDC
  • Master's or PhD in relevant subject

Competencies:

  • Collaborate & partner with the business
  • Technical awareness/acumen
  • Communication
  • Managing a quality service
  • Deliver analysis at pace

If you would like to discuss the position in more detail with the internal Talent Acquisition Team, please call 02393 878528 / Tamsin.bishop@wiggle.com

Product Manager

Chain Reaction Cycles, the world’s largest online bike store, are looking for an experienced eCommerce Product Manager to oversee all site operations and ensure the platform delivers a best in class customer experience.

The role is suited to a highly motivated individual with a strong sense of ownership, responsibility and attention to detail. You will report directly to the Head of Product and work closely with other departments such as IT, Trading, Marketing and Territories.

What you will do:

  • Manage all site operations including, but not limited to, campaign execution, promotion setup, content management and site configuration
  • Responsible for the website platform and all integrated tools to ensure optimal product functionality
  • Develop and implement a site search and navigation strategy to ensure a complete customer journey and experience
  • Work closely with the UX team to identify and develop new features and functionality to improve customer experience
  • In conjunction with UX and Analytics help to develop and embed a testing and experimentation culture within Chain Reaction Cycles
  • Provide website platform subject matter expertise to key internal stakeholders
  • Ensure site content supports business objectives and strategy
  • Be commercially aware to maximize the use of available merchandising tools
  • Liaise with 3rd parties in relation to product upgrades and account management
  • Ensure quality throughout
  • Ensure continual progression of skills within the team
  • Assume project management responsibility for assigned ecommerce initiatives
  • Monitor competitor activity and maintain knowledge of technology developments within ecommerce

Knowledge, Skills and Experience:

  • At least 3 years experience in a similar role managing ecommerce sites
  • Solid understanding of ecommerce technology and experience with content management systems
  • Track record of success leading ecommerce initiatives and projects
  • Strong business analysis skills and a good knowledge of Google Analytics
  • Strong stakeholder management and communication skills
  • Knowledge of Oracle Commerce / ATG platform
  • Knowledge of HTML, CSS and JavaScript
  • A passion for Ecommerce

Sound like a perfect role for you? Fantastic! We would love to hear from you!

We are for the #Goodstuff!

Senior Systems Administrator

This role is a key position in the Production Services Team and involves taking a proactive stance in supporting the WiggleCRC business in the maintenance and upkeep of existing IT infrastructure, IT applications, IT equipment and Telecoms services. The role will also form an essential part of the technical guidance team, the purpose of which is to guide and advise the management team on future and current technical initiatives, strategy and best practices.

The purpose of this role is to support IT Operations as a senior member of the Production Services Team, managing and maintaining IT services and network infrastructure across the WiggleCRC business and to be a leading 3rd line technical resource. Provide technical advice, implement industry best practices and to take a leading technical role within the team and while seconded to internal project teams. To champion technology and help drive positive change in accordance with Wiggle’s IT policies and strategy.

What you will do:

  • The Production Services Team supports and maintains services for 4 offices, 3 datacentres and 3 warehouses.
  • Support manage and monitor over 350 servers, physical and virtual.
  • Support manage and monitor over 50 network devices.
  •  Support and monitor the Wiggle website, which is a 24/7/365 critical service.
  • The Production Service Team support all user journeys: Customer, Supplier, Product, IT, HR and Finance.   
  • Production Services support multiple environments, including Production, Pre-Prod and DR on physical, virtual and cloud platforms.

Knowledge, Skills and Experience:

  • At least 3 years’ experience in a third-line technical support role.
  • Experience and knowledge of supporting and maintaining an e-commerce platform including Windows, IIS, .Net framework, Certificate management etc.
  • Experience and knowledge of supporting and maintaining an Active Directory-based Wintel environment including Group Policy, Active Directory Domain Services, DFSR and so forth.
  • Experience and Knowledge of supporting and maintaining an enterprise Network, including load balancers, firewalls, VPN, Cisco routers and switches.
  • Experience and Knowledge of supporting and maintaining VMware virtualised platforms.
  • Experience supporting messaging systems such as Exchange and Office 365
  • Experience supporting enterprise storage arrays, including DELL, HP, EMC, various models.
  • Ability to manage priorities within small team
  • Experience and Knowledge of using and configuring enterprise monitoring solutions, such as Solarwinds.

Sound like a perfect role for you? Fantastic! We would love to hear from you!

We are for the #Goodstuff!

Group Payments Coordinator (Maternity cover)

Are you an experienced Payments Coordinator looking for your next challenge?

Wiggle inspires everybody, everywhere, everyday; to experience the joy of sport.​ Wiggle is an online retailer of Cycle, Run, Swim, Triathlon & Outdoor product, in over 100 countries. Wiggle are a truly global company; with multi-language websites, customer services, and free worldwide delivery. Wiggle staff live the brand. Being cyclists, runners, swimmers and outdoor enthusiasts; they share a love of sport.

What you will do:

Manage Group Payments operations across both the Wiggle and CRC websites. Be the initial point of contact for all payment gateway requests as well as working closely with our payment providers to identify and resolve issues.

Ensure that the business is offering the relevant global payment options to our customers ensuring high levels of conversion at the best commercial rates.

Master and explore the latest compliance requirements and determine their worth and necessity to engage within our structure.

Knowledge, Skills and Experience:

  • This role will support and deliver our current payments strategy and emerging technologies within the alternative payments space.
  • Oversee transactions across 2 websites in 15 different currencies, through 10 payment gateways, facilitating 5 million transactions a year.
  • Response and resolution to 20 internally created customer payment related tickets daily.
  • Supporting the relationship between the business and payment providers.
  • Ensuring the commercial agreements across the group are cost effective and industry leading in terms of value.
  • Analyse daily, weekly and monthly statistics of all payment methods to report, escalate and prioritise issues via small change (Jira) or project work.
  • Train and support the Customer Services team in the payment gateway impact upon the customer experience. Work alongside and within finance, supporting the Head of Finance & Head Cashier in resolution, fault finding and developing processes to ease the ability by which data is digested and examined.

Have a business focused analytical mind with a desire to improve the customer experience.  The ability to define, scope and deliver conceptual solutions through working with the business to understand customer requirements in terms of payments. 

The ability to intuitively engage in any software tool and extract the best it can offer.  Master the tools at hand and share knowledge with the wider business.

An understanding and previous knowledge of the payment industry is preferred.

Sound like a perfect role for you? Fantastic! We would love to hear from you!

We are for the #Goodstuff!

Customer Service Manager (Maternity Cover)

Are you a Customer Services Manager looking for a new and exciting opportunity?

We are looking for a Customer Service Manager to join our Mallusk Chain Reaction Cycles office. The Contact Centre Manager will lead the Order Support and International Team to deliver excellence in customer service by maintaining and enhancing customer, external department and third-party relationships.

Dimensions

  • Management of the following teams: Order Administration, Shipping and International Team.  
  • Manage a department of 24 advisors and 4 Team Leaders, across 3 channels.
  • Work to an annual staff budget of £550,000
  • Customer base of over 1 million customers spanning more than 100 countries

What will you be doing?

The Customer Service Manager is responsible for enabling their team to meet and exceed service, productivity and quality KPIs through effective process, personnel, change and project management.

The role is part of the Customer Operations management team.

Roles and Responsibilities   

  • Personnel management including appraisals, personnel development, personnel management and disciplinary procedures
  • Resource planning and budget management for a team of 26 personnel
  • Communication and liaising with other internal department managers to ensure the ‘voice of the customer’ is acted on throughout CRC
  • Tracking, reporting and analysis of KPIs across the department to deliver performance reporting to senior manager and exec level and to drive optimisation
  • Managing, implementing and developing efficient processes and procedures to ensure KPI targets are met and exceeded
  • Recruitment
  • Identify and implement business improvement opportunities
  • Drive and manage productivity, quality, customer service and performance standards
  • Ensure continuous quality assurance reviews of customer contacts, acting on relevant quality reports           
  • Provide Team Leaders with direction, support, development, motivation and inspiration so they have the confidence and skills to get the best from their team and strive to improve operational performance
  • Ensure the teams are meeting their required SLAs by managing contact channels and work queues
  • Effectively manage and deliver customer resolution on escalations of complex customer issues
  • Report issues back to other departments in the business to improve internal processes and ultimately improve customer experience
  • Work with the other Customer Service Manager to provide a multi-skilled team that can provide direct support to other teams and ensure KPIs across the department are protected
  • Generate and roll out new and creative ideas to improve customer experience

KPI’s

  • Service - Achieve SLA targets across multiple contact channels:
  • Team productivity
  • Team quality
  • First Contact Resolution
  • Customer Effort Score
  • NPS
  • Sales - Drive department sales to achieve target of 2% of company revenue (excess of £2m per annum)

Skills and experience required

  • 1 year management experience in a contact centre environment.
  • Demonstrates successful application of customer service centre best practice, change, operational and project management.
  • Proven resource planning and scheduling management ability.
  • Experience in managing, meeting and exceeding SLA’s, deadlines and other set targets.
  • Proven strong personnel management skills.
  • Proven motivational skills and an ability to supervise and lead a team.
  • Experience with using Customer Contact and Order Management systems and reporting suites.
  • Ability to identify barriers to target achievement and implement resolution
  • IT proficient, particularly with MS Excel, CRM and OMS systems, and ability to quickly build in-house system knowledge

Does this sound like the perfect job for you? Fantastic, please e-mail your CV to jobs@wiggle.co.uk or call 0203 006 1755 for a confidential conversation.

French Speaking Customer Service

Do you understand the importance of outstanding customer service?

Chain Reaction Cycles, the world’s largest online bike store, is an award-winning, fast-paced company filled with talented, passionate people. We ship thousands of bikes, components, clothing and accessories to over 115 countries daily and pride ourselves on the quality of products we sell, speed of delivery and first-class customer service.

What will you be doing:

Working as part of the Customer Service team, you will be responsible for helping to maintain CRC’s global service levels across all media and contact channels. You will be supporting customers via contact sources of pre-sale, during-sale and after-sale queries related to all products, brands and services.

As a French Speaking Customer Service Advisor, you will be representing Chain Reaction Cycles, assisting and advising French speaking customers via Live Chat, Email and Phone with the highest degree of courtesy and professionalism to resolve issues.

Knowledge, Skills and Experience:

  • Strong French and English skills, both written and verbal
  • Strong attention to detail and aiming for excellence in delivery
  • Experience of working in a customer service or retail environment
  • Ability to manage and co-ordinate changing priorities, have high standards and be capable of multi-tasking
  • IT proficient with the ability to learn new systems
  • Self-motivated and confident decision maker with the ability to apply solutions and a positive "can do" attitude
  • Ability to be flexible with work duties and hours as required by the team and business
  • Confident in raising queries in order to optimise service delivery to our customers

Does this sound like the perfect job for you? Fantastic, please click to apply and a member of our Talent Acquisition team will be in touch.

Retail Sales Advisor

Do you have a passion for Customer Service and all things cycling?

Chain Reaction Cycles are looking to recruit 3 part time Retail Assistants to become an integral part of our customer service experience at our retail store.

What will you be doing?

You will be a key part of our retail team responsible for advising customers on our range of products, ensuring that world-class customer service is delivered.

Duties and responsibilities

  • Personal shopping experience of bikes, apparel & component sales from walk-in customers.
  • Telephone queries and conversion to in-store sales.
  • Booking in of service related jobs to the workshop
  • Bike fitting
  • Ride to Work queries
  • Bike financing
  • Merchandising & replenishment of stock
  • Supporting local cycling events in NI

Knowledge, Skills and Experience:

  • Previous retail experience is desirable, but not essential
  • Cycling knowledge or a passion for sport is desirable.
  • Good organisational skills and the ability to work well under pressure,
  • Strong communication skills essential (written and oral)
  • Ability to build strong customer relationships
  • Highly numerate

Sound like a perfect role for you? Fantastic - please click apply!

Customer Service Product Expert (12 month contract)

Job Purpose:

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 with the highest degree of courtesy and professionalism to provide detailed product information and recommendations and resolve issues.

Context:

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.

This is a 12 month contract.

The role will have a rotating shift pattern - week 1 06.00 - 14.30 / week 2 - 09.00 - 17.30 / week 3 - 13.30 to 22.00.

One in three weekends will be worked (09.00-17.30) with Monday and Tuesday off.

Shift rotas are provided 8 weeks in advance.

There is also a performance based bonus which is paid monthly.

Responsibilities and Duties

Duties:

  • 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

KPI’s:

  • Customer response and resolution time SLA.
  • Productivity
  • First case resolution
  • Outbound emails per case
  • Net Promoter Scores and Customer Satisfaction Scores

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

Competencies:

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

Sound like a perfect role for you? Fantastic - please click apply!

We are for the #Goodstuff!

Customer Service Coordinator

Job Purpose:

Our core objective within CRC is to deliver a “best in class” service to our customer base of over 1 million customers in over 100 countries. The role of Customer Service Co-Ordinator is to lead, shape and motivate a team of customer service advisors in achieving this objective.

Dimensions:

  • Lead a team of up to 18 Customer Service Advisors (CSAs)
  • Team typically handles around 6,000 contacts per week
  • Report to Customer Service Manager

Context:

Working as part of the Customer Service Team, you will be responsible for optimising CRC’s global service levels across all media and contact channels. The Customer Service Co-Ordinator is responsible for supervising a team of CSAs and co-ordinating team members.

Accountabilities:

  • Resource planning
  • Managing real time adherence
  • Handle customer escalations
  • Monitoring, reporting and analysing team KPIs
  • Completing quality audits
  • Coaching CSAs
  • Delivering 1:1s
  • Motivating your team
  • Personnel management, including investigations and back to work interviews
  • Performance management
  • Multi-skilling advisors
  • Work with peers in management team to ensure smooth running of the wider operation
  • Process optimization
  • Assist the Customer Service Manager with recruitment

KPI’s:

  • Achieve SLA across email, phone and live chat queues
  • Team productivity
  • Quality
  • Customer Effort Score & Net Promoter Scores

Knowledge, Skills and Experience:

  • Experience leading a team, preferably in a contact centre environment
  • Proven personnel management skills
  • Proven resource management and scheduling skills
  • IT proficient, particularly with MS Excel/CRM and ability to quickly build in-house system knowledge
  • Proven experience of working towards performance targets

Competencies:

  • Excellent leadership skills
  • Excellent communication skills
  • Excellent People skills
  • Strong ability to champion change
  • Strong planning and organisational skills, with ability to manage a busy workload by delegating, where appropriate, and prioritising tasks
  • Must be a conscientious, reliable, flexible and self-motivated individual
  • Ability to take ownership
  • Creative thinker and motivated, to be focused and able to come up with new ideas to improve customer service standards.
  • Ability to work well under pressure.
  • Target driven

Please send your CV jobs@wiggle.com and a member of the internal Talent Acquistion Team will contact you.

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