Front of House Assistant

Website The Bike Project

Welcome to the Bike project

Our mission is simple, to get refugees cycling! We are a community of refugees, mechanics, staff and volunteers. We collect donations of second-hand bikes, fix them together at our workshop, and then donate them to asylum seeking refugees. A proportion of the bikes that we receive are sold through our online shop to generate funds, the proceeds of which support The Bike Project, and ensure our long-term sustainability.

There are approximately 13,500 asylum seekers that flee to London each year and almost 27,500 bikes are abandoned in the same period. Our mission is to match the two. 

The Bike Project is going through a significant period of growth, turning over £1.5 million in 2020. We are expanding the delivery of bike donations, Pedal Power and Bike Buddies whilst developing our retail arm, The Bike Shop. We are looking for a temporary, part time front of house Assistant to deal with front of house at our retail site in Deptford.

In this pack you will find more information about the role and the benefits we offer.

To apply, please send your CV by 03/08/2021 to, together with a cover letter that addresses the following questions:

Tell us about your retail experience. What interests you about using this experience at the Bike Project?

Describe the most difficult customer you have dealt with. What did you do and what was the result?

Describe a time you had to deal with a range of priorities and juggle multiple demands at once. What did you do and what was the result? 

Please also tell us why you are interested in the refugee sector (include any challenges you have had to overcome in your own life which you feel are relevant)

We particularly encourage applications from women, disabled, and Black, Asian, and Minority Ethnic (BAME) candidates, and those who have personal experience of being a refugee.

Thank you for your interest in the Bike Project and best of luck with your application

Best Wishes

Jem Stein



Job Title: Front of House Assistant

Hours: Saturdays 9.00 am – 5.00 pm 

Based at: Located at Deptford Shop, Edward Place, SE8 5HD

Reporting to: Retail Manager

Salary : £23,000 FTE

PURPOSE OF ROLE: This is a dynamic front of house role, supporting the team at the Deptford shop, acting as the first point of contact for in store enquiries and sales with a strong focus on facilitating test rides, upselling second hand bikes, cross-selling products 

Key Responsibilities:

  • Customer care, (phone, emails and face-to-face enquiries) delivering a customer experience that exceeds expectations
  • Liaising with the Bike Project team on site and assisting with customers queries
  • Feeding back operational challenges to the retail manager and at times advising on necessary process improvements on the ground.
  • Helping to keep a well-stocked inventory of accessories
  • Carrying out stock counts and audits to ensure accuracy between products advertised and physical stock on hand 

Key Activities:

  • Managing customers’ appointments calendar and informing other team members about pick up appointments. 
  • Respond to both telephone and walk in sales enquires 
  • Offering detailed information about The Bike Project products and create upselling and cross-selling opportunities.
  • Assisting with fulfilment of orders including accessories and bikes. 
  • Ensuring admin steps related to orders are carried out (Salesforce and Shopify): 
  • Processing bike returns and customers refunds.
  • Receiving bike donations 
  • Communicating bike service appointment details to mechanics and ensuring repairs are carried out in due time.
  • Processing shop deliveries and providing support in processing workshop deliveries if needed.
  • Reaching out to customers to book in store appointments and including offering test rides for customers.
  • Any other reasonable duties as assigned on an ad-hoc basis.


Person Specification

Requirement Essential/Desirable
  • A minimum of 1 years’ experience in a customer facing, retail environment, preferably for a bike retailer.
  • Able to demonstrate strong communication skills that are adaptable for different types of customers with varying levels of cycling experience.
  • Able to demonstrate a readiness to learn and develop.
  • Experience of dealing with a range of different customers and demonstrate an ability to remain approachable, polite and respectful
  • Able to show an ability to priorities effectively and juggle multiple demands at once.
  • Able to demonstrate a high level of organizational skills with exceptional attention to detail 
  • An understanding of basic bike maintenance 
  • A passion for cycling and enthusiasm for engaging people.
  • Shares The Bike Project’s values and ethos and committed to The Bike Project’s vision
  • Excellent interpersonal awareness and communication skills with the ability to listen and understand the needs of others.
  • Excellent English language skills (both written and oral) are essential for this role 
  • Additional language skills (preferably Arabic, Farsi, French or Amharic) 


  • Knowledge of the refugee sector in the UK, and experience of working or volunteering for a charitable organization 
  • Ability to conduct all duties in a manner that is non-judgmental and respects differences
  • Advocate for cycling


This job will include working from time to time with vulnerable people in sometimes challenging situations, as such, a DBS basic disclosure will be required.

The role requires individual to work on their feet for long periods of time, as well as lift and move heavy objects e.g. bikes. An openness and sensitivity to religious and cultural differences is essential when interaction with beneficiaries. 


Flexible Working Hours

At the Bike Project we know all our staff are deeply committed to our cause, love their jobs, and want to do well. 

This is great because we do expect hard work, passion, commitment. We also want staff to have a good work life balance and do not expect them to be working a lot of extra hours on a regular basis.

We therefore have a truly flexible approach to working hours and a TOIL policy so that staff can manage busy projects without damaging their overall work life balance

Roles and Training

The Bike Project aims to provide varied and rewarding roles, a supportive and ethical culture, lots of opportunities for development and progression as well as competitive levels of pay to retain a suitably skilled and experienced professional staff. 

We have an appraisal scheme that focuses very much on development, a range of training available around topics such as personal productivity, mental health fitness, culture and values training, as well as training specifically tailored to individual roles.

Holidays and sabbaticals

We offer 28 days holiday, including bank holidays, and we close the office in between Christmas and New Year, adding another three days holiday.  Staff accrue an extra day for every year of service, up to a maximum of 33 days per annum.

Sabbaticals are available for staff with long service

Family Leave

We offer enhanced maternity pay (13 weeks full pay, including statutory maternity leave and thirteen weeks half pay) subject to eligibility criteria. We also offer enhanced paternity pay of three weeks full pay.

Sick Leave

We offer two weeks full pay and two weeks half pay


For keen cyclists (as most of us are) this is the place to be for benefits relating to cycling. We offer discounted bikes, discounts on bike parts and cycling accessories and a free bike service. 


We offer a pension scheme with an employers’ contribution of 4 % and employees’ contribution of 4%

Team Building

We also hold cycle rides as part of team building including Ride London. We hold quarterly staff lunches, an annual fun day and annual party.

To apply for this job email your details to

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