Job Title: Customer Service Representative
Location: Greenford (Hybrid – 3 days in the office)
Reports to: Customer Service Team Lead
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.
* 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.
* Amplify the voice of the customer by escalating customer feedback and ideas for improvement.
* Provide updates to team on weekly meetings as well as weekly and monthly reports when necessary.
* Attend weekly departmental meetings and factory training sessions when required.
* Work with other departments to ensure consistent customer service levels across the company.
Skills and Experience
* At least 1-year experience in a similar role or in bike industry
* Able to sell to customer needs and meet sales targets
* Able to analyse data and create relevant reports when required
* Technical knowledge about Brompton is required
* Familiar with a customer service platform such as Salesforce is desirable but not essential
* 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.
* Knowing another European language would be a plus, but not mandatory.
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.
* 9 Day Fortnight – This is a flexible working pattern which individuals can opt in for where an employee works their contractual hours across 9 days instead of 10 days. (i.e. 80 hours across 9 days instead of 10 days). This mean the individual would work an additional hour across Monday to Thursday (across the 2 week period) to gain their Friday off.
* 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
* 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.
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.