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This position is now closed thank you for your interest!

Hi Everyone,

Brompton Bicycle are actively seeking a Workshop Technician to join our team in Greenford, West London. You can find the job link via totaljobs and if you have any questions be sure to reach out.

Salary is £25,000 and the position would suit someone with at least 2 years previous cycle workshop experience. Please submit via the job ad and if you have any questions reach out to me via jason.blay@brompton.co.uk.

Hi Guy's I can see there has been a lot of debate here. First and foremost it's not a sales job selling the product. It's a customer service role supporting our customers with things like online ordering and any issues they might have along the way.

Secondly we do 2 days in the office and the rest is work from home. We aren't a call centre and the office is actually based above the factory where we manufacture the bikes. I sit about 10 metres away from this team and it's anything but a call centre environment.

Regarding the salary we are looking for two years experience in customer service and German language skills. I've spoke to customer service staff on £18,000 based in London and for the people we have hired recently it's a good starting point with our business and just as importantly we genuinely offer career development and a chance to progress in the business with either the Customer Service team or other area of the company.

If this was in our sales team it would have a bonus and they would be working hard to meet sales targets and as such that would be fair.

If anyone has any direct questions I'm happy to be direct messaged on here or you can follow up with me on linkedin - https://www.linkedin.com/in/jasonblaysearchandselection/

About the Company
Brompton wants to transform cities. By providing the means to commute or explore with a bike that you can take anywhere and store anywhere we can make cities better places to live in. Our high-quality products, combined with resurgence in cycling, means that we are enjoying strong, sustained growth. If we are to continue to thrive, we need to recruit great people who can contribute to our ambitious aims. We are a truly global company exporting 80% of our production to 45 countries around the world and intend to produce over 50,000 bikes this year; though we believe we’re just getting started. We can offer you a job you won’t find anywhere else.

About the Customer Service Team
The Brompton Customer Service team is made up of a diverse, respecting and positive group of individuals, that reflects the wider business ethic and drive to promote freedom in cities through the products we manufacture. We are unified in an effort to provide a gold standard of customer service to a global network of Brompton Owners, perspective owners and the supporting dealer network.

The Customer Service team are passionate about the product and understand what the freedom it provides its users. We focus on making sure that every step of the customer’s journey is positively supported, through meaningful and catered for communication and literature, including when the product does not perform completely as expected. The team operate on a great attitude of owning the queries presented and championing the customer’s experience every at step of the way.

Brompton’s Customer Service team is a family of individuals with a “can do” attitude and a desire to empower people’s movement and freedom through the fantastic product we provide.

Main Duties:
The main body of your day to day in this role is reactive technical support for both the consumer and dealer network. This will include:

Mail support Inbound phone support Live chat Raising warranty orders and credits Creating RMAs and booking return to base warranty services
Elements of proactive support you will be involved in. This will include:
Phone Callouts to key accounts and consumers
Online Training session support,
Helping build processes and technical literature to support the trade and consumer audience

There will be elements of reflective assessment, based on your output and the products success in the field. This will include:

Reporting trends in product and team performance and raising business awareness to issues as they arise
Positively reviewing and revising support cases, to improve the support we provide going forward.

Job requirements

Essential Skills and Experience:
Fluent Spanish written and spoken Language
Fluent English written and spoken Language
A Cycle enthusiast and promoter of bikes
Working experience in the cycle, Customer Service Technical Support or Manufacturing Industry
IT savvy and quick learner on new Software, Systems and Processes
Completely comfortable with the Microsoft Office platform and included apps
The ability to work remotely – access to reliable internet connection is required
The ability to work some weekends

Preferred Skills and Experience:
Experience with invoice, credit, stock management and RMA systems
Cytech level 2 or above qualification

What Will Make You A Great Fit:
Creative problem solver, able to visualise multiple routes to a solution and appreciate the value and significance of each step on the way
Level-headed and balanced attitude under pressure
Organised and clear communication style
Empathetic and supportive personality, resonating with the experience of the owner and not just the fault with the product
Outspoken and confident, proactively reaching out for support and amplifying the voice of the customer throughout the business
Amicable team player, understanding that success derives from the work of “we” and not just “I”

Salary: £25,000 plus a host of Brompton benefits including Pension, Massive Discount on Brompton Bikes, Discount at a host of partners, 9 day fortnight and others.

Please follow this link to apply - https://brompton.recruitee.com/o/customer-service-aftersales-representative-spanish-language

Hi Thrasher,

Salary is £40,000 - £45,000 depending on experience!

The role

Provide a high level of Customer Service to all Brompton customers by using a wide variety of channels to resolve their enquiries as well as increasing the customer base by driving sales conversions. This is a full-time position based in Greenford, London with occasional working on weekends and evenings. Our aim is nothing less than to deliver first class customer service, to match the world class products that we manufacture and sell around the globe.

Main duties
Provide global support through a wide variety of channels such as live chat, email, video chat and phone.
Resolve customer enquiries within Brompton’s brand values and within the expected KPIs.
Drive conversions through engagement of customers, suggestive selling, and sharing product knowledge.
Organise, process and report on eCommerce returns. Provide weekly and monthly reports when necessary.
Managing financial transactions such as refunds and vouchers.
Proactively spotting patterns in the frustrations of the customers, seeing where we can change our processes or product to increase customer satisfaction.
Proactively reach customers to ensure that the customer journey is successfully completed.
Assist with the operation of the ecommerce platform by reporting on issues faced by customers.
Amplify the voice of the customer by escalating customer feedback and ideas for improvement.
Provide updates to team on weekly meetings or when required.
Attend weekly departmental meetings and factory training sessions when required.
Work with other departments to ensure consistent customer service levels across the company.

Job requirements

Skills and Experience
At least 1-year experience in a similar role within an eCommerce business
Able to sell to customer needs.
Able to meet sales targets
Experience in making outgoing calls to sell the service and products
Able to analyse data and create relevant reports when required
Able to improve and set up new processes when required
Technical knowledge about Brompton is desirable but not essential
Familiar with a customer service platform such as Zendesk
Fluency in German is required
Be a self-starter who can work unsupervised to high standards and with meticulous detail.
Professional communication and people skills with a genuine desire to provide excellent customer service
Strong written and verbal communication; eloquent, empathetic, and audience appropriate
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.
Interest in cycling, outdoors activities or other sports.

Salary is circa £25,000
https://brompton.recruitee.com/o/customer-service-representative-german-speaking

Customer Service Workshop Manager
Job description
The Role

We are looking for an experienced senior Workshop Manager to join our Customer Service team.

The ideal candidate will have experience in establishing and managing multiple workshops in various locations. They will be expected to develop and improve the UK workshop while implementing new workshops in worldwide locations in line with Brompton’s long-term strategy. These workshops are expected to provide return-to-base servicing for various customer types including retailers, consumers and hire members. The ideal candidate should be capable of implementing and managing all aspects of the workshop operations, but also be comfortable getting hands-on in the workshop from time-to-time.

Please note that experience in a bicycle specific workshop or the bicycle industry is not required, and training can be provided.

This is a full-time position based in Greenford, London, involving international travel and occasional weekend work.

Main Responsibilities

Develop the global Workshop strategy in line with the long-term business strategy.
Implement, manage and develop a global return-to-base bicycle servicing platform including end of life / sustainability to support all retailers and consumers in line with strategy.
Management and servicing of Hire, Marketing and Staff bike fleets, ensuring that they are always available for use.
Build, lead, and develop the global Workshop team.
Provide full managerial support to the current and future Service Centres.
Facilities Development -

Finding locations, negotiating leases, designing workshop, negotiating with contractors
Ensure availability of work tools, machine, and other necessary equipment required for the performance of job duties.
Ensure all operations comply with health and safety laws, policies, and procedures.

People Management -

In close coordination with the People Team, the individual is responsible for all HR processes for the team, including recruitment, performance management, development, and training.
Mentor and motivate technical staff to deliver timely and high-quality services to customers.
Coordinate and assign technical personnel according to their capabilities to ensure an even distribution of workload.
Increase team knowledge on the service and processes by creating relevant training materials and deliver training to technical staff to ensure a competent and effective workforce.
Monitor and review employee work performance to identify areas of inefficiency.

Process Management -

Develop and implement policies and procedures for the performance of work operations.
Implement and continuously monitor team KPIs. Ensure processes are in place for continuous improvement to ensure all customers receive a high-quality service in line with brand values and customer expectations.
Conduct periodic inspections to ensure the efficient performance of work equipment and systems.
Maintain documentation and proper records of work operations and decisions taken.
Assist the eLearning Manager to deliver online and in-person technical training to our retailers.

Department Management -

Produce and communicate budget, management, quality and productivity reports and statistics to the Customer Service Manager and Headquarters as appropriate.
Creation of a positive and stimulating work environment and ensuring the teams’ engagement, work quality and productivity.
Plan, budget and forecast annual expenses and staff requirements.
Prepare cost estimates required for operations, labour, and materials.
Work closely with the Brompton Bicycle and Brompton Bike Hire Customer Service Managers to ensure that service levels are aligned, and teams effectively collaborate to the benefit of customers.
Supervise and coordinate technical staff operations to ensure proper resolution of customer warranty and servicing requests.
Present reports of work operations to company management in order to provide information useful in taking key business decisions.

Measures of success

Delivery of on time, in full projects / services
Meeting specific KPIs and annual targets
Adherence to specific SLA per customer type
High quality customer service experience (CSat, NPS & AHT)
Development of DTC & B2B after sales support channel
High performance of both the business and your workshop team
Budget accuracy
Quality of relationships with peers and customers
Position in Organisation

Reporting into Head of Customer Service based in London HQ, reporting into the Chief Commercial Officer who sits on the Board
Working closely with Presales Manager, After Sales Manager, eLearning Manager, Senior Events Executive, E-Commerce Trading Manager, Hire Operations Manager

Salary is £40-45,000 depending on experience.

For more information and to apply please visit this link - https://brompton.recruitee.com/o/customer-service-workshop-manager

Done!

Hi Tijmen,

We only manufacture at our Greenford HQ in UB6 London. If it would interest you I'll take some pics when I'm in the office tomorrow!

Thanks Lazy, have amended now to include that!

Hi everyone,

I'm new to the forum but will probably be quite active! I work for Brompton in Greenford, West London and we are going to be hiring about 160 new positions across the next 12 months. We're currently strengthening across the whole business but I'm particularly keen to here from people with experience in either logistics or customer service that would be open to becoming our warranty lead.

There is a specific job specification via our website but cutting through all of that we really seek someone that understands logistics and parts availability that would like to own the value chain of our warranty and after sales. It's a great role for someone that is in a logistics position now that is looking for some ownership and a chance to join one of the very few British Manufacturers still making Bikes in the UK. https://brompton.recruitee.com/o/customer-service-aftersales-lead-warranty-focus

This position would be paying circa £28,000 which depends on qualifications and experience!

If you would like more information you can reach out to me directly on here or add me on linkedin!

PERKS & BENEFITS

A SELECTION OF WHAT WE HAVE TO OFFER
Huge discount on your very own Brompton (family and friends get discount too)
Employee discounts, available for more than 400 different brands. (fashion, groceries and food, electronics, health and beauty etc.)
Workplace Pension Scheme, Flexible Working, Cycle to Work Scheme to name just a few...

Position to thrive. Whether you are early in your career or an experienced professional, Brompton provides you with everything you need to excel in your job and for personal growth. You will be actively encouraged to increase your skillset and to attend Employee assistance program.

Birthday Breakfast, Family Fun Days, Christmas Parties, London to Brighton Bike Rides, Charity Raffles, Volunteering with the local community all go towards creating a working environment that is fun and enriching

9 day fortnight working pattern.

Two wheel fanatic equally happy riding my bikes as I am taking them apart and fixing (Trying) them. Commuter, Strava nut and equally happing cruising the wandle trail with my kids on their bikes.

Fortunate enough to mix business with pleasure working for Brompton Cycles in Greenford!