About Brompton: Brompton Bicycle is not just a brand; it's a symbol of innovative urban mobility. Founded in London in 1975, we have become a bit of a global icon, with our easily recognisable design and unwavering commitment to making city cycling smarter and more accessible. At the heart of our success is our ingenious foldable bike a testament to British engineering excellence. The compact and portable bicycles have revolutionised urban transportation, offering a practical and eco-friendly solution for navigating bustling cityscapes. Our dedication to sustainability, quality craftsmanship, and stylish design has earned us a loyal following of cycling enthusiasts and commuters worldwide. We are on a mission to create greener, more efficient cities and dedicated to our motto Create Urban Freedom for Happier Lives. If you're ready to pedal your career in a new direction and be a part of something truly special, read on to learn more about this exciting opportunity Benefits Flexible and hybrid working options 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 employees receive up to 60% off their very own bike and accessories, plus there are discounts for your friends and family too. 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), Birthday breakfast, 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. Theres also Head Space, Bromptons approved wellness program for employees. Paid Leave We offer an enhanced Family, Paternity and Maternity leave pay. The role: Your role as a Customer Supervisor will be to provide industry leading Customer Service to all Brompton customers via a variety of channels to resolve their enquiries as well as developing the customer base by driving sales conversions. The role will require daily co-ordination of resources to ensure the efficient and effective handling of all customer enquiries as well as assisting the Customer Service Manager to develop the Customer Service strategy. This is a full-time position based in Greenford, with occasional remote weekend working. Key Responsibilities: Leading the day-to-day team activities by ensuring that all customer contacts are being resolved within the brand values and expected KPIs. Manage and schedule agents workload and shift patterns to ensure that customer support is provided during operational hours. Work towards a 24/7 support strategy by increasing operational hours and reinforcing weekend working. Supporting other members of the team by providing advice and being the point of escalation. Mentoring new team members and support the Customer Service Manager on creating training materials. Proactively spotting patterns in the frustrations of the customers, seeing where we can change our processes or product to increase customer satisfaction. Provide reports when necessary. Implement and continuously monitor team KPIs. Ensure processes are in place for continuous improvement. Take ownership of enquiries and proactively reach customers when dealing with difficult situations to provide a swift resolution and achieve a positive outcome. Implement and continuously monitor social media channels as well as consumer review websites such as Trustpilot to identify and resolve customer enquiries within expected KPIs. Amplify the voice of the customer by escalating customer feedback and ideas for improvement. Drive conversions through engagement of customers, suggestive selling, and sharing product knowledge. Work closely with the Customer Service Manager as well as other Team Leads to achieve a level of support which matches the product we manufacture. Who you are: Experience in a customer service role. Team leadership experience. Experience in effectively scheduling shift patters. Professional communication and people skills with a genuine desire to provide excellent customer service. Excellent time-management, multi-tasking, and prioritisation skills. Able to meet strict deadlines. Able to analyze data and create relevant reports when required. Able to improve and set up new processes when required. Strong knowledge of Brompton products is desirable but not essential. Familiar with a customer service platform such as Salesforce. A team player who will contribute to the continuous improvement of the department and company. An understanding of Bromptons ethos and how this has shaped its brand values Able to work some weekends, early morning, or evenings as per business needs. Able to work remotely if required access to reliable internet connection required. You might not tick all the boxes, and thats okay, we still encourage you to apply. Here at Brompton we are always looking for people that share the same values and attitudes as we do, as we continue to build diverse teams and a sense of community which is made stronger by each new individual who joins. Sustainability and Health & Safety Responsibility: Encourage your team to use socially and environmentally responsible practices. Provide effective leadership and be a role model in setting the direction of the Sustainability and H&S culture, engagement, and performance. Maintain and review appropriate risk assessments and any Works Manuals or specific instructions required for the prevention of near misses, incidents, injuries, and ill-health, including monitoring Health & Safety performance. Provide information, instruction, training, and supervision to ensure our people have the skills and knowledge necessary to achieve the Sustainability and H&S objectives and act in accordance with the Brompton Policies and Procedures. Ensure regular Health & Safety inspections, investigations and self-audits are conducted and that all actions raised are followed up and closed within required timescales. 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. 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 youre passionate about your work, curious, relentless and customer-obsessed, we want to hear from you. ADZN1_UKTJ