I co-ordinate roadshows around the UK and am the first point of contact for the operation of the Cycle2work scheme. I support clients to maximise awareness and engagement with their schemes by designing bespoke marketing solutions and contributing to the development and ongoing refinement of a clear employer onboarding and success plan. The company offers many Salary Sacrifice schemes so I have to maintain a deep knowledge and understanding of government legislation and advances in technology and trends. My passion for cycling and promoting sustainable travel enables me to enthusiastically communicate the mental, physical and environmental benefits a Cycle2work scheme can bring.

I managed over eight hundred external relationships with our Independent Bike Dealers (IBD’s). This involved being the first point of contact for these suppliers, ensuring they were following the government guidelines for the scheme and helping to settle any queries, or issues that arose. Alongside this I coordinated with many Benefit Providers to offer insight and knowledge about the scheme so that they could effectively sell the scheme on our behalf. It was important that we had a good working relationship as customer success was critical for all parties.

I was involved with several administrative tasks including managing the end of hire process for all Cycle2work customers, uploading applicant batches, voucher codes, general Cycle2work customer queries and stationery ordering. I oversaw stock take for the department and kept an inventory of goods in and out; I was also involved with shipping unique and specialist bikes out to customers around the UK.My extensive knowledge of the scheme and bicycles helped to add leverage to win Cycle2work frameworks and tenders, as often we had to bid against other Cycle2work clients and providers offering similar services. I also built bespoke PowerPoint presentations for the sales team to use in their pitches to potential new clients.

In this role I provided advice and assistance to customers about all aspects of the Cycle2work scheme. Any queries received via phone or email were answered professionally and promptly. Alongside this I also received SAP training, created voucher codes for orders, and worked closely with the accounts department to deal with any invoice payment issues or queries that occurred, following the administrative processes in place but also advising if I felt something could be done better. With my keen bicycle knowledge, I became the person responsible for resolving any bicycle technical queries in the department.

Customer retention was key to this role, so my main focus was to provide excellent service when selling outdoor pursuits equipment and travelling products. I was required to have first-rate product knowledge and I consistently reached and exceeded sales targets, including securing the single largest equipment sale in store to a local school.

Demonstrated the highest level of customer service by providing a personal service advising customers about the correct bicycles for their specific requirements and ensuring timely shipment of the products.