Customer Service Supervisor, Brompton

Salary not provided

+ Profit share bonus

Salesforce

Junior and Mid level

London

More information about location

Office located in Greenford, London

Folding bike manufacturer

Job no longer available

Folding bike manufacturer

501-1000 employees

B2CRetailManufacturingMobilityFitness

Job no longer available

Salary not provided

+ Profit share bonus

Salesforce

Junior and Mid level

London

More information about location

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

Experience in a customer service role
Team leadership experience
Experience in effectively scheduling shift patters
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 analyze data and create relevant reports when required
Able to improve and set up new processes 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 as per business needs
Able to work remotely if required– access to reliable internet connection required

What the job involves

Your role as a Customer 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 team 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
Implement and continuously monitor social media channels as well as consumer review websites such as Trustpilot to identify and resolve customer enquiries within expected KPIs
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
Work closely with the Customer Service Manager as well as other Team Leads 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 and a $2 million loss in 2025, 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.