Customer Service Supervisor

About Brompton

Brompton is much more than a bicycle; it’s a portal to urban freedom, a means to move around a city differently and to see it with fresh eyes. Over the past 50 years, we\’ve become globally recognised as a British design icon, renowned for our craftsmanship, durability and sustainability. Small wheels with big ideals. Portable, foldable, unstoppable.

At the heart of our success are the ingenuity and resilience embodied by our founder. In 1975, against all the odds, Andrew Ritchie designed a folding bike like no other. After years of rejection and ridicule, his invention found its place in the fabric of urban society. 1.2 million bikes later, with a retail footprint covering nearly 50 markets and with thousands of fan communities dotted around the world, Brompton is no laughing matter.

These days, our commitment to creating world-class products remains unwavering but it is accompanied by a broader aim of creating greener, safer, cycle-friendly cities where people can feel more connected, more present, more alive.

Customer Service Team Lead

The role

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.

Key Responsibilities

• 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 supporting 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.

Skills And Experience

• Previous experience in leading a team.
• Experience in effectively scheduling shift patterns.
• 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.

Benefits at Brompton

• Annual Leave – 25 days annual leave, plus all UK bank holidays.
• Competitive Salary – Plus workplace pension scheme and profit share bonus.
• Brompton Discount – Get ready to bike in style, as all employees receive up to 60% off their very own bike and accessories, plus there are discounts for your friends and family too.
• Staff Loan Bike – All employees are eligible to receive a Brompton Bicycle which they can use free of charge for up to 3 months.
• Onboarding Induction – New starters will enrol in a 3-month onboarding induction programme with a welcome pack goody bag as well as a factory tour, meet & greet with the Chiefs and an afternoon bike ride. There are also opportunities for work experience in the Covent Garden shop floor.
• Free Breakfast – Unlimited, all-day access to an array of fruit and cereal.
• Breakout Areas – Unwind on the mezzanine floor which contains a ping-pong, foosball and pool table and other games like darts and a giant Connect-4!
• Social Activities – Throughout the year enjoy time with your colleagues as we host an annual Summer and Christmas party, annual bike rides (both inside and outside the UK), volunteering activities and family fun days just to name a few.
• Learning and Development – Access to free LinkedIn Learning and opportunity to devote some of your time at work to personal development. We value professional development and actively promote internal promotions and opportunities.
• Benefits – Workplace Pension Scheme, Care and Health Support, Flexible Working, Cycle to Work Scheme and other benefits.
• Mental Health – We provide access to a confidential EAP that offers counselling, resources and support for various mental health challenges.
• Paid Leave – We offer an enhanced Family, Paternity and Maternity leave pay.

Diversity, Equality and Inclusion Commitment

Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability – whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Manufacturing