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 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. Key Responsibilities: 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. Who you are: Experience in a similar role 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 desirable but not essential Familiar with a customer service platform such as Salesforce 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. Proficiency in another European language, such as Spanish or Italian, is a plus but not required. You might not tick all the boxes, and that’s 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: Use socially and environmentally responsible practices while in the workplace and accept and follow relevant training, policies, and procedures, complying with all applicable laws, and regulations. Cooperate with management to ensure the Company remains compliant and sustainability and H&S performance continuously improves. Report all hazards, near misses, incidents and/or injuries to management immediately by complying to local incident reporting requirements. Use tools, equipment and Personal Protective Equipment (PPE) as required by job role and as instructed. Take reasonable care for the health and safety of yourself and of any other persons who may be affected by your acts or omissions at work. 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. Flexible working 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. 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. There’s also Head Space, Brompton’s approved wellness program for employees. 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.