Warranty & Wheel Workshop Lead


Role: Warranty & Wheel Workshop Lead
Location: Partridge Green, West Sussex
Hours: Full-time 38.75 hours per week (Mon-Fri 8:30-17:00)
Reports to: Tech & Warranty Manager

 

About the role

 

This is a hands-on-role in the Warranty team at The Rider Firm and a first step into leadership. You will help run the day-to-day workflow of a small wheel building team, handle the administration behind warranty and returns and pick up the tools yourself to build wheels and cover the workshop when needed. Management of UK ‘Re:New’ wheel product is a key part of your role, managing the inventory, providing quality reconditioned wheels to our riders and helping to drive revenue. You will be responsible for the accurate and timely processing of returns and allocating resource so KPIs are met. This role will put you in direct communication with the rider, to deliver a high standard of service excellence within the business and to our customers.

 

About us

 

The Rider Firm is a direct-to-consumer business best known for Hunt Bike Wheels. From our headquarters in West Sussex, with operations in the USA and Germany, we design and sell high-performance, after-market bicycle wheels to riders around the world. We take an engineering-first approach, creating innovative products for passionate cyclists across road, gravel, mountain and adventure riding.

 

Key responsibilities

 

  •  Working with the Tech & Warranty Manager to continually improve the rider experience ensuring the highest standards of service are offered to all riders.
  • Manage the workflow of the wheel building team to ensure quantity targets are met and timely repair of wheels, including warranty, Re:New and engineering samples, are to the agreed high-quality standards. 
  • Maximise the performance of the wheel building team through training, management of KPIs and regular support, helping to achieve our customer service promise.
  • Process returned riders’ products and managing them through the process of being returned to the customer following the warranty systems and processes.
  • Manage the Re:New inventory to ensure accurate information is available on product range availability including stock takes.
  • Ensure warranty workshop and warehouse spaces are kept clean and safe spaces to work in.
  • Communicate key scheduling and technical information to the team in a structured manner.
  • Assist our Rider Experience team in responding to riders’ technical issues in a timely fashion, to deliver excellent customer satisfaction.
  • Be skilled in wheel building to support the team when needed.
  • Support and cover for the Tech & Warranty Manager when required.

 

What we’re looking for

  • High technical knowledge of bike mechanics with a good level of wheel building skills. 
  • Experience in a customer-focused, high-paced administrative role.
  • Strong IT skills and confidence in learning new systems and software.
  • Excellent attention to detail, with strong communication and multi-tasking skills.
  • Ability to manage multiple tasks and work efficiently in a fast-paced environment.
  • A positive, flexible, and team-oriented approach.

 

We believe in building diverse and inclusive teams. We encourage applicants from all backgrounds and experiences, including those from underrepresented groups, to apply for this role.

We offer flexibility in working hours and are happy to consider any reasonable adjustments that may support you in the role.

To apply, please email your CV with a covering letter to careers@theriderfirm.cc