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Kickstart - Hire Team Member

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Posted on 10 Nov 2021

Job Title: Bike Hire Experience Team member

Reporting to: Business Development Manager

Supervisory Responsibilities: None


Kickstart Opportunity

This position is being offered through the Government Kickstart program. You must meet the qualifying criteria to apply for this position. You must be aged 16-24 and in receipt of Universal Credit with no earnings and have a claimant commitment. You can apply directly but you must contact your work coach for more details.


About BikePark Wales

BikePark Wales is the UK’s number one mountain bike facility located at Merthyr Tydfil on the edge of the Brecon Beacons national park just 25 minutes north of central Cardiff.  The park is now an internationally recognised destination and a mecca for mountain bikers, descending on Myndd Gethin, a 491-metre summit. 

BikePark Wales is a young, successful business which is growing fast.  The current offering includes over 40 world class mountain bike trails, a vehicular uplift service, café, bike shop, bike hire, coaching and events but an ambitious development plan is now underway to both improve the existing services and add new products to the existing site.


The Role

We are looking for an energetic, responsible, and organised individual to join our Hire team as a Hire Experience team member. 

This role will assist the Hire manager in delivering the day-to-day operations of the department. Your role will be to work alongside our hire mechanics and be the experience ‘face’ of the department, that interacts with our customers, leading on Bike & Protection handover procedures, delivering exceptional standards of all hire equipment and the Hire zone. 

You will be responsible for developing a fantastic relationship whilst our visitors are in your care, providing exceptional customer service, while upholding strict H&S compliance requirements. You will be confident in your approach and be willing to engage with our visitors, assisting in issues, providing key information, and messaging throughout their visit.

You will support and encourage strong team working.

The ideal candidate will have a passion for, and an understanding of what a quality visitor experience looks like. This position will become pivotal in delivering fantastic experiences to our visitors on a daily basis. 


Your main daily responsibilities include, working across the department to deliver an excellent visitor experience.

Delivering exceptional service to all our visitors, face to face and through other methods of communication. Delivering professional but fun equipment handovers to our visitors, that are engaging and compliant. You will be responsible for the upkeep maintenance of our equipment, ensuring exceptional standards are met. You will engage with our visitors to share information they will need for their day but also share upcoming events. You will assist on site presentation to with daily responsibility for ensuring departmental zone cleanliness. You will also assist across all departments on the day-to-day operation of BikePark Wales, if needed.


From this role you will learn a vast array of practical and theoretical skills, including but not limited to, customer service and visitor experience skills, a solid working knowledge of Health and safety. 

You will take part in multiple inhouse training programs as part of your placement, this will include but not limited to, an understanding of GDPR and other business relevant compliance, basic First Aid, Extensive Customer service, Company Values & behaviours - including the wider connotations, you will learn strong team working skills, and its importance. You will learn about different business and operational working practices, which includes working with standard Operating Procedures, toolbox talks, risk assessments and department specific functions.

You will be given the opportunity to learn basic bike mechanical skills, and an understanding of the hire department.


You will be supported in your experience the department head as your Line Manager. You will also be supported by the Senior management team and our gateway provider, Tydfil Training.


Overall, you will gain a vast general knowledge in the world of MTB, in a first-class world-wide destination and the UK’s largest BikePark.


General team duties:

• To adhere to existing working practices, methods, procedures, undertake relevant training and development activities and to respond positively to new and alternative systems.

• To co-operate with relevant health and safety legislation, policies and procedures in the performance of the duties of the post.

• To carry out the duties and responsibilities of the post in compliance with the Company’s equal opportunities policies.

• To maintain confidentiality and observe data protection and associated guidelines where appropriate.

• To understand and comply with the Company’s environmental policies

• To carry out any other reasonable duties and responsibilities within the overall function, commensurate with the grading and level of responsibilities of the post


Key skills:

• A keen interest in MTB and BikePark Wales


Desirable skills:

• Ability to communicate in the Welsh language

• Enhanced DBS certificate

• First Aid Qualifications


Note: The details contained in this Job Description summarise the main expectations of the role at the date it was prepared. The nature of individual roles will evolve and change as the service develops and grows. Consequently, BikePark Wales will review and revise this Job Description as required in consultation with post holders.

BikePark Wales welcomes enquiries and applications from everyone and values diversity in the workplace. A commitment to promoting diversity and developing a workplace environment where all staff are treated with dignity and respect is central to our recruitment process. 

BikePark Wales is responsible for deciding how it holds and uses personal information about you and complies with all data protection law and principles. Any personal information that you provide to us during the recruitment process will be stored on a computer to assist with the administration of the recruitment process.

 We will use the personal information we collect about you to:

• Assess your skills, qualifications, and suitability for the role;

• Carry out background and reference checks, where applicable;

• Communicate with you about the recruitment process;

• Keep records related to our hiring processes; and 

• Comply with legal or regulatory requirements.

We also need to process your personal information to decide whether to enter into a contract of employment with you but we will not store your personal information for any longer than is necessary.

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