Customer Service Trade Manager (11 Month FTC) in London

Location: Greenford, London (with occasional hybrid working)

Contract: Parental Leave Cover, Fixed Term of 11 months

Start: Summer 2026

Brompton Bicycle is looking for a Customer Service Trade Manager to lead our Trade Customer Service function during a period of parental leave. This role is responsible for ensuring Brompton's global retailer network receives fast, accurate and high quality support across warranty, technical enquiries and parts requests.

The successful candidate will oversee the performance of the Trade Contact Centre, ensuring cases are handled within agreed SLA and KPI targets, while maintaining a strong focus on service quality and retailer experience. Alongside operational leadership, the role will drive improvements in how we support retailers by identifying opportunities to introduce automation, AI assisted support and improved diagnostic workflows within the contact centre.

The role also requires strong technical expertise in bicycle mechanics and diagnostics, acting as a key point of support for the team when handling complex technical enquiries or warranty cases. This is a hands-on leadership role combining team management, operational delivery, technical leadership and continuous improvement.

• Trade Contact Centre Performance

• Lead the day-to-day operation of the Trade Customer Service team, ensuring retailer enquiries are handled efficiently across all channels.
• Ensure all cases are responded to and resolved within agreed SLA and KPI targets.
• Monitor team performance, case handling quality and operational metrics to drive consistent service delivery.
• Manage escalations and complex cases to ensure timely resolution for retailers.

• Warranty Operations

• Ensure Trade warranty cases are managed efficiently from case creation through to parts fulfilment, minimising downtime for retailers and riders.
• Monitor warranty performance metrics and identify opportunities to improve case handling time, accuracy and operational efficiency.
• Work closely with QA, Technical, Product and Operations teams to identify recurring issues and improve product reliability.

• Technical Leadership

• Act as the technical authority for the Trade Customer Service team, supporting agents with complex diagnostic and warranty cases.
• Provide guidance on mechanical and electric Brompton systems, ensuring accurate diagnosis and consistent warranty decisions.
• Translate technical expertise into clear troubleshooting guides, diagnostic pathways and case handling processes for the team.
• Support the development and improvement of diagnostic tools and technical documentation used by retailers and internal teams.

• Automation and Contact Centre Innovation

• Identify opportunities to introduce automation and AI driven support tools within the Trade contact centre.
• Use technical knowledge of Brompton products to design structured diagnostic workflows and decision trees that improve first-time resolution.
• Work with internal teams to turn common case types and technical enquiries into automated workflows, AI assisted responses or guided diagnostic tools.
• Drive initiatives that improve operational efficiency while maintaining high standards of technical accuracy.

• Retailer Training and Network Support

• Ensure retailer training and technical support programmes are delivered within defined SLA and KPI targets.
• Support the development and delivery of product and service training materials for Brompton's global retailer network.
• Work with internal teams to ensure retailers have access to clear, accurate and up to date technical information.

• Team Leadership

• Line manage the Customer Service Trade Lead and support the wider Trade Customer Service team.
• Foster a culture of accountability, collaboration and continuous improvement.
• Support team development through coaching, training and performance management.

Key Performance Indicators (KPIs)

Success in this role will be measured through:

• Trade Contact Centre SLA adherence and response times
• Warranty case handling time and end to end resolution speed
• Retailer response and resolution KPIs
• Delivery of retailer training within agreed SLAs
• Implementation of automation and AI initiatives that improve operational efficiency
• Maintaining high standards of service quality and retailer satisfaction

Other Responsibilities

• Provide regular reporting on team performance, warranty trends and operational metrics
• Forecast warranty parts requirements and support operational planning
• Support product launches through technical readiness and team training
• Maintain and improve internal knowledge resources, troubleshooting guides and service documentation
• Manage internal and external escalations effectively

Essential Experience and Skills

• Strong technical understanding of bicycle mechanics and diagnostics, with the ability to confidently advise others on technical issues.
• Experience supporting technical product enquiries, warranty assessment or diagnostic troubleshooting.
• Ability to translate technical knowledge into clear processes, troubleshooting guides and operational workflows.
• Experience managing or working within a Customer Service or Contact Centre environment.
• Experience working with service metrics, SLAs or operational KPIs.
• Excellent organisational and prioritisation skills in a fast-paced environment.
• Strong communication skills and the ability to collaborate effectively across teams.

Desirable

• Experience supporting trade customers, retailers or distributor networks.
• Experience working with electric bicycle systems or similar technical products.
• Exposure to automation, AI tools or contact centre technology.
• Experience improving customer service processes or operational workflows.
• Interest in cycling and technical products.

Why Join Us?

At Brompton, we believe in building a better future through innovation, craftsmanship, and community. This is more than a role - it's a chance to make a lasting impact.

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 on 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. There's also Head Space, Brompton's approved wellness program for employees.
• Paid Leave – We offer an enhanced Family, Paternity and Maternity leave pay.

Brompton was listed amongst the best UK workplaces in 2020 and was awarded silver investors in People Accreditation and London Living Wage Employer in 2021.

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.

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