Customer Service Workshop Lead

The Customer Service Workshop Lead supports the daily running of the Brompton Customer Service Workshop by coordinating workflow, maintaining high technical standards and helping deliver a consistent customer experience.

Working under the direction of the Customer Service Workshop Manager, the Lead supports mechanics and senior mechanics while also carrying out servicing, inspection, repair, warranty and rework activity.

Main Duties

Day-to-day responsibilities include:

• Carry out bike servicing, inspection and repair work daily.
• Support mechanics through regular check-ins, clear direction and development conversations.
• Ensure servicing, inspection, repair, warranty and rework activity meets Brompton quality and safety standards.
• Act as an escalation point for technical questions, complex cases and operational issues.
• Monitor capacity, workload and priorities to support turnaround targets.
• Maintain clear repair records, inspection notes and warranty information.
• Support parts availability, stock control, workshop organisation and responsible use of materials.
• Maintain a clean, safe and organised workshop environment.
• Support Health & Safety standards, safe working practices and prompt reporting of concerns.
• Work closely with the Workshop Manager on planning, reporting, priorities and continuous improvement.

Leadership responsibilities include:

• Coach mechanics to build confidence, consistency and technical capability.
• Set clear expectations for quality, productivity, communication and customer focus.
• Support onboarding and training for new workshop colleagues.
• Encourage a positive, respectful and collaborative workshop culture.
• Support people-management activity including completing probation reviews, contributing to annual appraisals, setting clear goals and following up on progress.
• Support the Workshop Manager with absence management and early performance conversations, helping ensure concerns are addressed fairly, consistently and in line with company processes.
• Provide feedback to the Workshop Manager on performance, development needs, workload and improvements.

Skills and experience required:

• Strong bicycle workshop experience and technical knowledge.
• Experience supporting, leading or coordinating a workshop team.
• Confident problem-solving and practical decision-making skills.
• Strong communication skills with workshop colleagues, Customer Service and wider stakeholders.
• Organised approach to workload planning, reporting, stock control and workshop standards.
• Positive, proactive leadership style with a focus on quality, safety and continuous improvement.

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.

• 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, prorated
• 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.
• Staff Loan Bike – All employees are eligible to receive a Brompton Bicycle which they can use free of charge for up to 3 months
• Free Breakfast – Unlimited, all-day access to an array of fruit and cereal
• 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, 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.
• Paid Leave – We offer an enhanced Family, Paternity and Maternity leave pay.