Role: Aftersales Customer Support Agent
Location: SuperBike Factory, Macclesfield
Salary: £27,000
Hours: 40 hours/week – 5 days over 7 on a rota
Handle Complaints with Care, Keep Customers for Life
At SuperBike Factory, we believe that great service doesn’t stop when the bike leaves the showroom. We’re looking for an Aftersales Customer Support Agent to join our team — someone who can confidently manage complaints, troubleshoot issues, and support customers post-sale with clarity, empathy, and professionalism.
This role is ideal for someone who thrives under pressure, communicates with care, and knows how to turn challenges into positive outcomes.
What you’ll be doing:
* Own the customer journey after purchase — taking responsibility for incoming enquiries, complaints, and post-sale issues across phone and email.
* Handle complaints with confidence — resolving issues fairly and efficiently while keeping the customer informed at every stage.
* Troubleshoot and support — answering general questions, addressing delivery or workshop concerns, and helping customers find solutions.
* Collaborate cross-functionally — working with teams in Sales, Delivery, Workshop and Compliance to ensure accurate, well-informed resolutions.
* Apply policy and empathy in equal measure — using your knowledge of the Consumer Rights Act and internal procedures to reach fair outcomes.
What we’re looking for:
* Proven experience in a complaints-handling or aftersales support role, ideally in a fast-paced, customer-facing environment.
* Strong written and verbal communication skills — you know how to keep things professional, even under pressure.
* Resilience, empathy, and a calm, solutions-focused mindset.
* A working understanding of consumer rights and the ability to apply policy to real-world situations.
* Someone who takes ownership — you don’t pass the problem on; you see it through.
Why this role matters:
* Protect our reputation — you're often the last (and lasting) impression customers have of our brand.
* Make a real difference — your ability to resolve issues directly impacts loyalty, retention, and reviews.
* Work in a supportive team — with the tools, training, and guidance you need to do your job well.
* Grow your career — from compliance and quality to customer experience, we’ll support your development.
If you're calm, capable, and ready to play a key role in our customer journey, apply now and let’s talk.
Some of the benefits you’ll get:
* Netflix Membership
* Gymflex Benefit
* Group Life Assurance
* 15% Staff Discount on Accessories
* Staff Discounts on bikes
* Cycle to Work Scheme
* Bereavement support, Critical illness support, Legal support, Fitness plans & nutrition advice, Physiotherapy & Mental Health Consultation, 24/7 Employee Doctor Help Line
* Enhanced Maternity or Paternity leave and enhanced sickness pay
Company background
SuperBike Factory was foundedback in 2010. Fast forward 15 years and we’ve grown into Europe'slargest used motorcycle retailer with over 3000 bikes in stock!
We now have 6sites across the UK. Head office is in Macclesfield, and we’ve expanded to Donington Park, Bradford, Bristol, Milton Keynes and now Crawley, employing over 300people along the way with plans to expand even further.
** 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.**
#J-18808-Ljbffr