Aftersales Lead

Job description

About the Customer Service Team

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, perspective owners and the supporting dealer network.


The Customer Service team 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 journey is positively supported, through meaningful and catered for communication and literature, including when the product does not perform completely as expected. The team operate on a great attitude of owning the queries presented and championing the customer’s experience every at step of the way.


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.


The role

To ensure that Brompton delivers professional Aftersales support service to domestic and international Consumers, dealers and distributors. 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.

We are looking for an Aftersales Supervisor to join our Customer Service team. The ideal candidate will need to have substantial experience and proven, measurable success in supervising an team, focused on key product success in priority markets. They will be expected to develop and improve the existing UK located aftersales support team, with focus on our Electric, P, T and new Product range In the DACH region, alongside the US, UK and China.

Previous experience in a B2B team support role or the cycling industry is essential for this role. This is a full-time position based in Greenford, London, involving international travel and occasional weekend work.


Main Responsibilities

  • Leading the Customer Service Aftersales team
  • Dramatically increase the speed and quality of technical aftersales service
  • Immediately affect the perception of the support model in key products, such as the Brompton Electric, P and T line by improving the aftersales support method
  • Ownership and development of the end-to-end support process, from failure to fix, including all touch points from agents, account and end user, through systems and process.
  • Works directly with the production team to ensure provision plans are fact based and aligned with retailer strategic decisions and priorities.
  • Driving product and service improvement with a particular focus on warranty data and the voice of the customer
  • Author reports and generate meaningful insight at planed intervals to Customer Service After-sales Manager and wider business
  • Measure and effectively manage team and individual performance, balancing coaching and development with accountability and corrective action as needed to drive improvement in agent productivity and individual agent KPIs
  • Understand and support a structured escalation process and how the dealer's relationship impacts the end users experience
  • Provide technical support to dealers, distributors and customers by chat, email and telephone, within Brompton’s brand values
  • Work closely with the Customer Service Team and wider business, in order to deliver a seamless and excellent customer experience
  • Represent the company at the Brompton World Championship, industry shows and external events as where necessary


Job requirements

Prior Experience

Essential

  • Tenure with a B2B Customer Service Team, supporting a technical product
  • End to end curation and improvement of a warranty system and the management of surrounding processes
  • Forecasting stock holding based on insights, trends and business trajectory
  • Stock management using industry methodology at a business scale
  • Delivering detailed management reports
  • Creatively generating content aimed at a specific audience
  • Professional communication and people skills with a genuine desire to provide excellent customer service
  • Strong written and verbal communication; eloquent, empathetic and audience-appropriate
  • Be a self-starter who can work unsupervised to high standards and with meticulous detail
  • A team player who will contribute to the continuous improvement of the department and company
  • Attend weekly departmental meetings and factory training sessions when required
  • Be IT literate including MS Word and Excel
  • Be prepared to travel within the UK, and occasionally abroad
  • A broad understanding of today’s bicycle industry and Brompton’s place in it
  • An understanding of Brompton’s ethos and how this has shaped its brand values


Desirable

  • Zendesk (or similar Contact Centre) including advanced topics (Analytics, Macros, Channel Integration, Apps)
  • Knowledge of the Brompton Bicycle including maintenance and servicing knowledge
  • Languages or international experience a plus