Customer Service - Consumer Manager (13 Months FTC)

Job Title: Customer Service - Consumer Manager (13 months FTC)

Location: Greenford (Hybrid - 3 days in the office) Reports to: Head of Customer Service To Be Considered: Attach a CV and Cover Letter

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, building, leading, and coaching a high-performing team.
• Continuously improve our Customer Service platform and communication channels, including live chat, email, phone, social media, and review platforms such as Trustpilot.
• Ensure customer support is provided seven days a week, with enquiries resolved in line with 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.
• 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, ensuring content is accurate and up to date to reduce inbound enquiries.
• Reduce Agent Effort Time (AET) through 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?

• Annual Leave - 25 days plus all UK bank holidays.
• Competitive Salary - plus workplace pension scheme and profit share bonus.
• Brompton Discount - up to 60% off your own bike and accessories, with discounts for friends and family.
• Staff Loan Bike - eligible employees can receive a Brompton Bicycle free of charge for up to 3 months.
• Onboarding Induction - 3 month induction programme with welcome pack, factory tour, meet and greet with chiefs and an afternoon bike ride.
• Free Breakfast - unlimited, all day access to fruit and cereal.
• Breakout Areas - mezzanine floor with ping pong, foosball, pool table, and other games.
• Social Activities - annual summer and Christmas parties, bike rides, volunteering activities and family fun days.
• Learning & Development - free LinkedIn Learning access and time toward personal development.
• Flexible Work - cycle to work scheme and other benefits.
• Mental Health Support - confidential EAP, Head Space program.
• Paid Leave - enhanced family, paternity and maternity leave pay.

Diversity, Equality and Inclusion Commitment

We are an Equal Opportunity Employer and strive to build a diverse and inclusive workforce at our company. 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.