Customer Service - Consumer Manager (13 Months FTC)

Job Title: Customer Service - Consumer Manager

Location: Greenford (Hybrid – 3 days in the office)
Reports to: Head of Customer Service

To Be Considered: Attach a CV and Cover Letter

Consumer Customer Service Manager (13 months FTC) 

About The Role

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. 

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. 

Key Responsibilities 

• 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 

Skills & Experience 

• 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. 

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:

Brompton offers you an excellent working environment with enthusiastic colleagues who get along, communicate and co-operate well with each other.  The working climate is informal, but we work hard.  Next to good terms of employment, Brompton offers you the opportunity to work in a responsible and challenging job within a dynamic, international and ambitious environment.  We are all proud to be part of Brompton Bicycle Ltd; we all share the same passion and dedication to the company and the product, despite any differences in cultural backgrounds and skills.

• 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 employee’s 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 enroll 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.