Job Description

Job Introduction

Aftersales Customer Support Agent - Handle Complaints with Care, Keep Customers for Life

Location: SuperBike Factory, Macclesfield

Salary: 27,000 per year

Full-Time | 40 hours/week (including some weekend working)


At SuperBike Factory, we know that great service doesn't end when the bike leaves the showroom. We're looking for an

Aftersales Customer Support Agent

to join our busy team in Macclesfield. If you're confident on the phone, thrive under pressure, and can turn challenges into positive outcomes, this could be the perfect role for you.

Who We Are:

SuperBike Factory is

Europe's largest used motorcycle retailer

, with over

3,000 bikes in stock

and six sites across the UK. Since 2010, we've grown fast--now employing over 300 people--and continue to expand. Our aftersales team plays a key role in keeping customers happy and ensuring every bike owner feels supported long after their purchase.

What You'll Be Doing:

Handling Communications:

Manage inbound and outbound calls and emails, ensuring a prompt and professional response every time.

Owning the Customer Journey:

Take responsibility for post-sale enquiries, complaints, and issues--seeing each one through to resolution.

Complaint Resolution:

Resolve customer concerns with confidence and empathy, keeping them informed throughout the process.

Troubleshooting & Support:

Answer questions, address delivery or workshop concerns, and guide customers to solutions.

Cross-Department Collaboration:

Work closely with Sales, Delivery, Workshop, and Compliance teams to ensure well-informed, accurate resolutions.

Policy & Empathy:

Apply your knowledge of the Consumer Rights Act and internal processes to reach fair and consistent outcomes.

What We're Looking For:

Essential:

Proven experience in complaints handling or aftersales support, ideally in a fast-paced call centre environment. Strong written and verbal communication skills--professional and calm under pressure. Resilience and empathy, with a solutions-focused mindset. An understanding of consumer rights and how to apply policy to real-world situations. Ownership mentality--you see issues through from start to finish.

What You Can Expect:

A fast-paced, customer-centric, call centre environment. A supportive team with the tools, training, and guidance you need to succeed. The chance to make a real difference--your work directly impacts customer satisfaction, loyalty, and reviews.

Benefits:

Netflix Membership Gymflex Benefit Group Life Assurance 15% Staff Discount on Accessories Staff Discounts on Bikes Cycle to Work Scheme Wellbeing Support: Bereavement, critical illness, legal advice, fitness & nutrition plans, physiotherapy, mental health consultations 24/7 Access to an Employee Doctor Helpline Enhanced Maternity/Paternity Leave and Enhanced Sickness Pay

Ready to play a key role in our customer journey? Apply now and let's talk.

We are authorised by the Financial Conduct Authority (FCA) to carry out regulated financial service activities and offer credit to consumers. On formal acceptance of employment for the above position at Superbike Factory, successful applicants are subject to a level of pre-employment screening prior to commencing employment. The screening includes - Credit history - Criminal record/DBS check.

NB. Employment credit searches will not affect your credit rating.