Consumer Customer Service Manager, Brompton

13 Month Fixed Term Contract

Salary not provided

+ Profit share bonus

Salesforce

Mid and Senior level

London

3 days a week in office ( Greenford, London)

Folding bike manufacturer

Be an early applicant

Folding bike manufacturer

501-1000 employees

B2CRetailManufacturingMobilityFitness

Be an early applicant

Salary not provided

+ Profit share bonus

Salesforce

Mid and Senior level

London

3 days a week in office ( Greenford, London)

501-1000 employees

B2CRetailManufacturingMobilityFitness

Company mission

To change the way people live and move in cities.

Job

Company

Role

Who you are

Experience in Customer Service Management within a fast-paced, multi-channel environment
Strong leadership and people management skills, with experience managing Supervisors or Team Leads and building high-performing teams from recruitment through to ongoing development
Excellent time management, prioritisation, and ability to perform effectively in high-pressure environments
Professional communication and stakeholder management skills, with a genuine commitment to delivering exceptional customer service
Strong product and technical knowledge of Brompton is desirable
Good understanding of the hire, share, and leasing market, ideally within the bicycle industry
Experience working with and optimising customer service platforms, ideally Salesforce, including case management and reporting
Data-driven mindset with proven experience setting, monitoring, and analysing KPIs, producing meaningful reports and insights to drive operational, product, service, and customer experience improvements
Experience designing and improving scalable processes, including returns and global support models
Strong commercial awareness, with the ability to balance service excellence and revenue growth

What the job involves

As Customer Service Manager, you will be responsible for delivering an industry-leading customer experience across all customer touchpoints
You will define and execute the Customer Service strategy, ensuring operational excellence across our tiered support model while driving customer satisfaction, loyalty, and commercial growth
Reports to: Head of Customer Service
You will lead and develop a team of Supervisors and Customer Service Representatives, ensuring resources are effectively coordinated to deliver timely, high-quality resolutions in line with Brompton’s brand values
This role combines strategic planning, operational management, commercial awareness, and continuous improvement to ensure the Customer Service function supports business growth and strengthens the voice of the customer across the organisation
Deliver a high level of customer service by developing and executing the Customer Service strategy, while building, leading, and coaching a high-performing team of Supervisors and Customer Service Representatives
Continuously improve our Customer Service platform and communication channels, including live chat, email, phone, social media, and review platform such as Trustpilot
Ensure customer support is provided seven days a week, with enquiries resolved in line with Brompton’s brand values, agreed KPIs, expected timeframes, and satisfaction targets
Define, implement, and continuously monitor team KPIs such as CSAT, AHT and Trustpilot score using performance data and customer feedback to drive continuous improvement in processes and customer experience
Act as the senior escalation point for complex or high-impact issues when required
Enable customer self-service by developing and maintaining a comprehensive knowledge base, and ensuring content is accurate and up to date to reduce inbound enquiries
Reducing Agent Effort Time (AET) through the effective use of AI tools to improve overall team efficiency and productivity
Increase the customer base by driving membership and rental days through proactive engagement, suggestive selling, and strong product knowledge, supporting revenue growth while maintaining service excellence
Strengthen team capability by creating relevant training materials, organising training sessions, and coaching Supervisors to effectively lead and develop their teams
Plan, budget, and forecast annual expenses and staffing requirements to ensure efficient resource planning and smooth daily operations. Recruit and onboard new team members when required
Work closely with other functions such as Trade, Workshop, Operations, and senior leadership to ensure a seamless customer journey and consistently high customer experience

Application process

To apply for this role please attach a Cover Letter and CV to your application

Salary benchmarks

Our take

The Brompton bike was conceived as a product to help improve city living. The bike can be folded to a third of its size in a matter of seconds and is small enough to be taken on all forms of public transport. It has established itself as the ideal choice for all those who are living or interacting with cities.

Brompton offer a test ride service that allows customer to trial use of the bicycle before purchase. By allowing hire costs to be redeemed against the cost of the bicycle, this provides an attractive option for customers who may be unsure about the price point or the bike's functionality.

Brompton has faced a steep profit decline of over 99% in 2024, largely due to post-pandemic market overstock and reduced sales. While the company has paused a headquarters move and cancelled dividends, it is focusing on recovery through commute-friendly models like the upcoming G-line. With strong prospects in biking-conscious cities, Brompton remains confident it can regain momentum as the market stabilises.