Retail Support Team Leader

RETAIL SUPPORT TEAM LEADER

THE ROLE  

Working for a world-leading global bicycle brand, the Retail Support Team Leader will be responsible for monitoring and supervising the day-to-day activities of a small team of Retail Support advisors. 

The Retail Support team plays a vital role in supporting Giant’s retailer network and works closely with our external sales team to deliver an industry-leading service to our loyal and passionate retail partners. 

As Team Leader, you will ensure the team provides exceptional support across all aspects of the retailer experience, including warranty claim management, technical advice, sales order processing, Webshop support, and stock consignment support for our franchise stores. You will drive high standards of customer service, team performance, and operational efficiency, helping to strengthen relationships with our retail network and support the continued success of the business. 

WHAT YOU’LL DO 

• Monitor and supervise Retail Support team members and help to manage their workload
• Ensure SLA response time commitments are monitored and met across the department
• Support and guide Retail Support team members to ensure high level of performance, engagement and service delivery 
• Liaise with the POS & Sales Manager, and ASQA & Service Centre Manager over the efficiency and quality of the teams’ workload and discuss areas for improvement 
• Communicate via phone and email, work with our retailer base and Giant franchise stores to answer their queries on sales, warranty, product, Webshop orders, basic credit enquiries and provide any other  support they may need 
• Load sales orders and warranty orders into the internal system 
• Manage our franchise stores’ stock consignment process 
• Create and use reports for both internal and external stakeholders 
• Liaise with our logistics and distribution partners to update on delivery and order status or returns
• Proactively work with our retailers on future deliveries, products, promotions and any other beneficial initiatives 
• Provide assistance with, or conduct other duties as and when required 

WHO WE’RE LOOKING FOR 

The successful candidate will be a highly organised and motivated individual with proven experience in a Team Leader or similar role; ideally gained within an administrative and customer service environment.  

You will have the ability to work effectively in a time-critical and occasionally pressured environment, whilst providing guidance, support and mentoring other team members if required. You will be highly task-focused, with excellent attention to detail, a friendly and professional telephone manner, and a proactive, can-do attitude towards meeting our retailers’ needs. 

As a visible and supportive team player, you will be a confident communicator both verbally and in writing, with a natural ability to build strong working relationships with your colleagues and above all, our valued retailers.  

You will be comfortable managing a varied and busy workload, leading by example, able to guide others, whilst demonstrating a willingness to learn new skills and take on additional responsibilities if needed.  

You must possess excellent working knowledge of MS Excel and Outlook.

• Educated to GCSE level (or equivalent) 
• Previous experience using Microsoft Outlook and Excel on a daily basis 
• Proven experience in a Team Leader or similar role 
• Previous administrative and customer service experience, ideally within a telephone-based or customer facing environment 
• A passion for cycling and a sound understanding of bicycles, components and rider accessories is essential; previous experience within the cycling industry would be highly advantageous 

WHAT WE OFFER 

Term: Permanent, Full-Time 

Hours: Mon-Fri 9am-5pm with the possibility of supporting out of hours events if required

Salary: Competitive, experience depending 

Location: Giant UK Head Office based in Cossington, Leicestershire 

Benefits:  

• PENSION: Company Contributory Pension Scheme 
• BONUS: Profit and KPI based Bonus Scheme 
• HEALTHCARE: Private Health Insurance (terms apply)  
• HOLIDAYS: 21 days holiday, increasing a day for each full year worked up to a maximum of 25 days. Public holidays given in addition (unless working is required which will be notified in advance)
• WELLBEING: Access to Company Wellbeing Scheme 
• FAMILY: Enhanced Maternity and Paternity packages 
• BIKES: Loan Bike Scheme (restrictions may apply)  
• DISCOUNTS: Generous employee discounts on bikes, gear and apparel 

Support and Development  

Performance Reviews: Regular check-ins with KPIs and targets 

Training and Growth: Internal and external training courses, plus career development opportunities 

At Giant Group, we believe in creating an inspiring and inclusive work environment where passion and people come first. We welcome applications from people of all backgrounds and experiences — because we know our  differences are our strength.  

Join us at Giant Group, and help us elevate the cycling experience for everyone!