Customer Service Trade Manager (11 Month FTC)

Location: Greenford, London (with occasional hybrid working). Contract: Parental Leave Cover, Fixed Term of 11 months. Start: Summer 2026.

Brompton Bicycle is looking for a Customer Service Trade Manager to lead our Trade Customer Service function during a period of parental leave. This role is responsible for ensuring Brompton’s global retailer network receives fast, accurate and high-quality support across warranty, technical enquiries and parts requests. The successful candidate will oversee the performance of the Trade Contact Centre, ensuring cases are handled within agreed SLA and KPI targets, while maintaining a strong focus on service quality and retailer experience.

Key Responsibilities

• Trade Contact Centre Performance – Lead the day-to-day operation of the Trade Customer Service team, ensuring retailer enquiries are handled efficiently across all channels; respond and resolve all cases within agreed SLA and KPI targets; monitor team performance, case handling quality and operational metrics; manage escalations and complex cases.
• Warranty Operations – Manage Trade warranty cases from creation to parts fulfilment, minimising downtime for retailers; monitor warranty performance metrics and identify opportunities for improvement; collaborate with QA, Technical, Product and Operations teams to address recurring issues and improve product reliability.
• Technical Leadership – Act as the technical authority for the Trade Customer Service team, supporting agents with complex diagnostic and warranty cases; provide guidance on mechanical and electric Brompton systems; translate technical expertise into clear troubleshooting guides, diagnostic pathways and case handling processes; support development of diagnostic tools and documentation.
• Automation and Contact Centre Innovation – Identify opportunities to introduce automation and AI-driven support tools; design structured diagnostic workflows and decision trees; work with internal teams to create automated workflows, AI-assisted responses or guided diagnostic tools; drive initiatives that improve operational efficiency while maintaining technical accuracy.
• Retailer Training and Network Support – Deliver retailer training and technical support programmes within defined SLA and KPI targets; develop and deliver product and service training materials; ensure retailers have clear, accurate and up-to-date technical information.
• Team Leadership – Lead line management of the Customer Service Trade Lead and support the wider Trade Customer Service team; foster a culture of accountability, collaboration and continuous improvement; support team development through coaching, training and performance management.

Key Performance Indicators (KPIs)

• Trade Contact Centre SLA adherence and response times
• Warranty case handling time and end-to-end resolution speed
• Retailer response and resolution KPIs
• Delivery of retailer training within agreed SLAs
• Implementation of automation and AI initiatives that improve operational efficiency
• Maintaining high standards of service quality and retailer satisfaction

Other Responsibilities

• Provide regular reporting on team performance, warranty trends and operational metrics
• Forecast warranty parts requirements and support operational planning
• Support product launches through technical readiness and team training
• Maintain and improve internal knowledge resources, troubleshooting guides and service documentation
• Manage internal and external escalations effectively

Experience and Skills

• Essential
  • Strong technical understanding of bicycle mechanics and diagnostics, with the ability to confidently advise others on technical issues.
  • Experience supporting technical product enquiries, warranty assessment or diagnostic troubleshooting.
  • Ability to translate technical knowledge into clear processes, troubleshooting guides and operational workflows.
  • Experience managing or working within a Customer Service or Contact Centre environment.
  • Experience working with service metrics, SLAs or operational KPIs.
  • Excellent organisational and prioritisation skills in a fast-paced environment.
  • Strong communication skills and the ability to collaborate effectively across teams.
• Desirable
  • Experience supporting trade customers, retailers or distributor networks.
  • Experience working with electric bicycle systems or similar technical products.
  • Exposure to automation, AI tools or contact centre technology.
  • Experience improving customer service processes or operational workflows.
  • Interest in cycling and technical products.

Benefits at Brompton

• Annual Leave – 25 days annual leave, plus all UK bank holidays.
• Competitive Salary – Plus workplace pension scheme and profit share bonus.
• Brompton Discount – up to 60% off employee’s own bike and accessories, plus discounts for friends and family.
• Staff Loan Bike – eligible to receive a Brompton Bicycle free of charge for up to 3 months.
• Onboarding Induction – 3-month onboarding induction programme with welcome pack, factory tour, meet & greet with the chiefs and an afternoon bike ride.
• Free Breakfast – Unlimited, all-day access to fruit, cereal and other refreshments.
• Breakout Areas – mezzanine floor with ping-pong, foosball, pool table, darts, giant Connect-4.
• Social Activities – annual summer & Christmas parties, annual bike rides, volunteering activities, family fun days.
• Learning and Development – free LinkedIn Learning and time for personal development.
• Workplace Pension Scheme, Care and Health Support, Flexible Working, Cycle to Work Scheme and other benefits.
• Mental Health – access to a confidential EAP that offers counselling, resources and support; Head Space wellness programme.
• Paid Leave – enhanced family, paternity and maternity leave pay.

We are an Equal Opportunity Employer and strive to build a diverse and inclusive workforce at our company.

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