Workshop Manager - London

About us
Fettle is a rapidly expanding bike repair and service company that is dedicated to promoting sustainable transportation and making cycling more accessible for everyone. We are passionate about providing the highest-quality repair and maintenance services for bicycles of all types, and we believe that our success depends on working collaboratively, continuously learning, and always putting our customers first.

Cyclists using the fettle service will have access to:

• Super-Convenient, Central Locations
• Handy Pick up and Drop off Service
• Smooth, Simple Technology
• Quality Services by friendly experts

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About The Role 

As a Workshop Manager will be responsible for the running and maintaining of an individual Fettle workshop, and ultimately will be accountable for the success and profitability of the workshop itself. You will oversee all touch points throughout the customer journey, ensuring that their team is following processes effectively and efficiently. You will be accountable for all operational aspects of the site, including stock, setup, and security, as well as the performance and development of the mechanics working in this site.

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Key Responsibilities

• Responsible for the day-to-day management and engagement of the workshop’s mechanics, as well as their long-term performance management.
• Effectively and accurately manage the diary and systems / procedures and processes to ensure maximum efficiency of the workshop
• Provide and oversee a first class customer experience, managing all methods of communication that we use. 
• Ensuring that their workshop is hitting revenue and margin targets, and that these are clearly communicated and understood within the team
• Responsible for overseeing and managing stock levels within the workshop and keeping stock well organised 
• Accountable for the maintenance and appearance of the workshop, raising any issues and keeping cleanliness and organisation top class
• Overseeing and managing the workshop’s rota, including holiday requests
• Ensuring that all processes are adhered to, suggesting feedback improvements where possible
• Accountable for health and safety within the workshop
• Working closely with Operations and HQ to drive incremental improvements to performance and engagement
• Effectively training, nurturing and developing the mechanics within the workshop, with technical and soft skills

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Knowledge, skills and experience

• Experience equivalent to Cytech Level 3 qualification, showcasing solid knowledge
• Commercially savvy with a deep understanding of retail dynamics and exceptional customer service skills
• Familiarity with operational aspects of retail management including store security and stock management
• Flexibility to thrive in dynamic environments, adept at multitasking and proactive problem-solving
• Experience in line management, including recruitment, training, and delegation of tasks
• Buzzing about all things cycling, with a real passion for the sport, bikes themselves, and a willingness to learn all there is to know about bike repairs and servicing
• Strong professional integrity, taking ownership of challenges and delivering to high standards
• Comfortable working independently while also being a team player
• Tech-savvy and adaptable to changing systems and technological environments
• Enjoys in interacting with customers, naturally helpful and committed to providing excellent service
• A natural problem solver, able to pinpoint the cause of a wide range of issues, both big and small, with the tenacity to solve it - this person is both patient and determined

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Salary
£31,000 - 36,000 + over £1k benefits + bonus depending on workshop performance

Benefits

As a fettler, you’ll get:

• 28 days annual leave per year, and an extra day off for your birthday and an extra 3 days leave around Christmas. Rising after 2 years service
• Lunch for the team is on us every fortnight
• Generous discounts to all major retailers
• Free eyecare
• Free annual car MOT
• Life insurance
• Training opportunities in bike repair and new bike technology, so that you can keep up to speed with exciting developments in the bike world.
• Trade prices on bike parts and accessories from the day you start, to keep your own bike going for a better price.
• Opportunity to progress within our fast growing network of repair shops

Interview Process

We have created an interview process that is quick and easy, helping us to get to know you and vice versa. Once you’ve applied, you can expect us to arrange a quick phone call with you if we feel you have the right profile. Next, we will ask you to come into one of our workshops to meet the team and show us what you can do! If all goes well, you can expect an offer very shortly after.

To Apply 

If the role and company we’ve described in this advert sounds like a bit of you, then we’d love to hear from you! To apply, please email with your CV and a cover letter that answers these 3 questions: 

1. What makes you the right person for this opportunity?
2. What is the most challenging problem you have faced whilst working in a workshop and why was it challenging?
3. Given a blank canvas, what changes would you like to make to the bicycle repair industry?

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