Customer Service Supervisor

Brompton Bicycle Limited; Greenford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading bicycle manufacturer in the UK is seeking a Customer Service Supervisor to provide industry-leading support to customers through various channels. The role involves managing a team, ensuring efficient handling of enquiries, and driving sales conversions. Ideal candidates will have strong leadership abilities and a passion for excellent customer service. Benefits include competitive salary, extensive annual leave, and discounts on products.

Benefits

25 days annual leave plus bank holidays

Competitive salary and pension scheme

Discount up to 60% off bikes and accessories

Free breakfast and social activities

Learning and development opportunities

Qualifications

• Previous experience leading a team is essential.
• Ability to establish and improve existing processes.
• Willingness to work weekends and early mornings.

Responsibilities

• Lead day-to-day activities ensuring customer contacts are resolved.
• Manage agent workloads and provide operational support.
• Spot patterns in customer frustrations and propose changes.

Skills

Team leadership

Scheduling shift patterns

Multi-tasking

Professional communication

Data analysis

Customer service knowledge

Tools

Salesforce

Job description

Customer Service Supervisor

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Brompton is much more than a bicycle; it's a portal to urban freedom, a means to move around a city differently and to see it with fresh eyes. Over the past 50 years, we've become globally recognised as a British design icon, renowned for our craftsmanship, durability and sustainability. Small wheels with big ideals. Portable, foldable, unstoppable.

The role

Your role as a Customer Service Supervisor will be to provide industry‑leading customer service to all Brompton customers via a variety of channels, resolve their enquiries, and drive sales conversions. The role requires daily coordination of resources to ensure efficient handling of all customer enquiries and to assist the Customer Service Manager in developing the customer service strategy.

Key Responsibilities

• Lead day‑to‑day activities by ensuring all customer contacts are resolved within brand values and expected KPIs.
• Manage and schedule agent workloads and shift patterns to provide support during operational hours, working towards a 24/7 strategy.
• Provide advice and act as an escalation point, mentor new team members, and support the manager in creating training materials.
• Spot patterns in customer frustrations, propose process or product changes, and provide reports when necessary.
• Implement and continuously monitor team KPIs and ensure processes support continuous improvement.
• Take ownership of enquiries, proactively reach out to customers in difficult situations for swift resolution and positive outcomes.
• Amplify the voice of the customer by escalating feedback and ideas for improvement.
• Drive conversions through engagement, suggestive selling, and sharing product knowledge.
• Design, implement and continuously improve returns procedures across markets.
• Collaborate with the Customer Service Manager and other Supervisors to match support levels with product quality.

Skills and Experience

• Previous experience leading a team.
• Experience in effectively scheduling shift patterns.
• Ability to establish new processes and improve existing ones.
• Professional communication and people skills with a genuine desire to provide excellent customer service.
• Excellent time‑management, multi‑tasking and prioritisation skills.
• Ability to meet strict deadlines.
• Ability to analyse data and create relevant reports when required.
• Strong knowledge of Brompton products desirable but not essential.
• Familiarity with a customer service platform such as Salesforce.
• Team player committed to continuous improvement.
• Understanding of Brompton’s ethos and brand values.
• Willingness to work weekends, early mornings or evenings.
• Willingness to work remotely if required – reliable internet connection needed.

Benefits at Brompton

• Annual leave – 25 days plus all UK bank holidays.
• Competitive salary – pension scheme and profit‑share bonus.
• Brompton discount – up to 60% off bikes and accessories for employees and their families.
• Staff loan bike – free for up to 3 months.
• Onboarding induction – 3‑month programme, welcome pack, factory tour, meet & greet with the team, bike rides.
• Free breakfast – unlimited all‑day access to fruit and cereal.
• Breakout areas – ping‑pong, foosball, pool, darts, Connect‑4.
• Social activities – annual summer and Christmas parties, bike rides, volunteering, family fun days.
• Learning and development – LinkedIn Learning access, support for personal development.
• Benefits – workplace pension scheme, care and health support, flexible working, cycle‑to‑work scheme.
• Mental health – confidential EAP counselling and resources.
• Paid leave – 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 – if you’re passionate about your work, curious, relentless and customer‑obsessed, we want to hear from you.

Location: Greenford, England, United Kingdom