Customer Service Workshop Lead

1000 Brompton Bicycle Ltd; Greenford; On-site; GBP 34,000 - 48,000; Full time

Benefits offered by this job

9 Day Fortnight

Annual Leave 25 days

Competitive Salary

Brompton Discount

Staff Loan Bike

Free Breakfast

Learning and Development

Mental Health Support

Paid Leave

Job summary

Brompton Bicycle Ltd is seeking a Customer Service Workshop Lead to help run the Brompton Customer Service Workshop daily, coordinating workflow, supervising mechanics and ensuring servicing, inspection and repair work meets quality and safety standards.

You will coach the workshop team, set expectations for quality and productivity, and work with the Workshop Manager on planning, reporting and continuous improvement while maintaining a safe, organised and collaborative environment.

Qualifications

• Strong bicycle workshop experience and technical knowledge.
• Experience leading or coordinating a workshop team.
• Proven problem-solving and practical decision-making skills.
• Strong communication with workshop colleagues and stakeholders.
• Organised approach to workload planning and records.

Responsibilities

• Carry out bike servicing, inspection and repair work daily.
• Support mechanics through regular check-ins and direction.
• Ensure servicing, inspection, repair, warranty and rework meet Brompton standards.
• Act as escalation point for technical questions and issues.
• Monitor capacity, workload and priorities to support turnaround targets.
• Maintain repair records, inspection notes and warranty information.
• Coach mechanics to build confidence and technical capability.
• Set expectations for quality, productivity and customer focus.
• Support onboarding and training for new workshop colleagues.
• Foster a positive, collaborative workshop culture.
• Assist Workshop Manager with planning, reporting and performance conversations.

Skills

Bicycle workshop experience

Workshop team leadership

Problem solving

Communication skills

Workload planning

Quality & safety focus

Job description

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

• 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

• 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.

Brompton Bicycle is more than just a company - we're a community of innovators who are passionate about changing the world, one bike at a time. Our bikes are not just a means of transportation - they're a reflection of our values, creativity, and commitment to excellence.

We are an Equal Opportunity Employer and strive to build a diverse and inclusive workforce at our company. At Brompton we aspire to engage with diverse individuals, communities, and organisations in order to continue to nurture a rich diverse culture.

We Take Pride - Quality is born in the details We Build Community - A Brompton brings people together We Are Human - Being ourselves create magic We Are Curious - Inspiration is everywhere We Bring Energy - Our movement and momentum are infectious