Customer Service Supervisor, Brompton

Salary not provided

Offers profit share bonus

Salesforce

Senior and Expert level

London

Office located in Greenford, London

Folding bike manufacturer

Open for applications

Folding bike manufacturer

501-1000 employees

B2CRetailManufacturingMobilityFitness

Open for applications

Salary not provided

Offers profit share bonus

Salesforce

Senior and Expert level

London

Office located in Greenford, London

501-1000 employees

B2CRetailManufacturingMobilityFitness

Company mission

To change the way people live and move in cities.

Job

Company

Role

Who you are

Previous experience in leading a team
Experience in effectively scheduling shift patters
Ability to establish new processes and improve or redesign existing processes
Professional communication and people skills with a genuine desire to provide excellent customer service
Excellent time-management, multi-tasking, and prioritisation skills
Able to meet strict deadlines
Able to analyse data and create relevant reports when required
Strong knowledge of Brompton products is desirable but not essential
Familiar with a customer service platform such as Salesforce
A team player who will contribute to the continuous improvement of the department and company
An understanding of Brompton’s ethos and how this has shaped its brand values
Able to work some weekends, early morning, or evenings
Able to work remotely if required– access to reliable internet connection required

What the job involves

Your role as a Customer Service Supervisor will be to provide industry leading Customer Service to all Brompton customers via a variety of channels to resolve their enquiries as well as developing the customer base by driving sales conversions
The role will require daily co-ordination of resources to ensure the efficient and effective handling of all customer enquiries as well as assisting the Customer Service Manager to develop the Customer Service strategy
Leading the day-to-day activities by ensuring that all customer contacts are being resolved within the brand values and expected KPIs
Manage and schedule agent’s workload and shift patterns to ensure that customer support is provided during operational hours. Work towards a 24/7 support strategy by increasing operational hours and reinforcing weekend working
Supporting other members of the team by providing advice and being the point of escalation. Mentoring new team members and support the Customer Service Manager on creating training materials
Proactively spotting patterns in the frustrations of the customers, seeing where we can change our processes or product to increase customer satisfaction. Provide reports when necessary
Implement and continuously monitor team KPIs. Ensure processes are in place for continuous improvement
Take ownership of enquiries and proactively reach customers when dealing with difficult situations to provide a swift resolution and achieve a positive outcome
Amplify the voice of the customer by escalating customer feedback and ideas for improvement
Drive conversions through engagement of customers, suggestive selling, and sharing product knowledge
Design, implement and continuously improve the returns procedures in different markets around the globe
Work closely with the Customer Service Manager as well as other Team Supervisors to achieve a level of support which matches the product we manufacture

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.