Customer Service Workshop Mechanic Job Title: Customer Service Workshop Mechanic Location: Greenford, London Reports to: Customer Service Workshop Manager About the Customer Service Team The Brompton Customer Service Workshop consists of a close-knit and open team who are extremely passionate about all things bicycle related. We 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 and our staff’s journey is positively supported, technically excellent and well communicated at every step of the way. The team operate on a great attitude of owning the work that is presented and championing the quality of their output at every opportunity presented. 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, prospective owners and the supporting dealer network. 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. We are driven by an enthusiasm to ensure that two wheels are always moving for everyone. Main Duties The main body of your day to day in this role will involve inspection, reworking and servicing of Brompton bikes, providing quality feedback of new bike builds for direct to home orders. This will include: Ensuring brand new bikes are ready to ride and show room presentable for direct to home purchases Direct to home bike returns processing. Provide support to our customer by doing warranty repairs. Ability to do General Servicing for our customer base. Executing Premium Service at the expected level Creating accurate repair records and reporting for quality feedback Upkeep of the workshop space and maintenance of stock levels Look after stock / parts. Assist with workshop stock counts. All jobs recorded on workshop POS system (Citrus Lime) Responsible recycling when. Compiling warranty / inspection reports Elements of proactive support you will be involved in will include: Provide technical support to colleagues Online Training session and technical videos 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 bike servicing, to improve the support we provide going forward 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. Brompton Bicycle is more than just a company - we're a community of innovators who are passionate about changing the world, one bike at a time. Our bikes are not just a means of transportation - they're a reflection of our values, creativity, and commitment to excellence. 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 working pattern 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 · 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. 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! · 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, 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. Our Values We Take Pride - Quality is born in the details We Build Community - A Brompton brings people together We Are Human - Being ourselves create magic We Are Curious - Inspiration is everywhere We Bring Energy - Our movement and momentum are infectious