Customer Service Workshop Mechanic

About the Customer Service Team

The Brompton Customer Service Workshop is a close-knit and passionate team dedicated to all things bicycle-related. We ensure that every step of the customer’s and staff’s journey is positively supported, technically excellent, and well-communicated. We operate with a proactive approach, taking ownership of our work and championing quality at every opportunity.

Main Duties & Responsibilities

As a Customer Service Workshop Technician, your primary role will involve inspecting, reworking, and providing quality feedback on new bike builds for direct-to-home orders.

• Ensuring brand-new bikes are ready to ride and showroom‑presentable for direct‑to‑home purchases.
• Processing direct‑to‑home bike returns.
• Providing warranty repairs to support customers.
• Performing general servicing for our customer base.
• Creating accurate repair records and reporting for quality feedback.
• Maintaining workshop space and stock levels.
• Managing stock and spare parts effectively.
• Assisting with workshop stock counts.
• Accurately recording all jobs in the workshop POS system (Citrus Lime).
• Ensuring responsible recycling practices where required.
• Compiling detailed warranty and inspection reports.

Proactive Support Responsibilities

• Providing technical support to colleagues.
• Assisting with online training sessions and technical video support.
• Helping to develop processes and technical literature to support both trade and consumer audiences.

Continuous Improvement & Reporting

• Identifying and reporting trends in product performance and team output, raising business awareness of emerging issues.
• Reviewing and refining bike servicing processes to enhance customer support.

Qualifications & Skills Required

• Strong mechanical and technical skills, particularly in bicycle maintenance and repair.
• Experience in a customer service or technical support role.
• Ability to troubleshoot and diagnose bicycle-related issues.
• Excellent communication skills to interact effectively with customers and colleagues.
• A proactive and problem‑solving mindset.
• Ability to work both independently and collaboratively within a team.
• Familiarity with workshop POS systems (experience with Citrus Lime is a plus).
• Passion for cycling and enthusiasm for Brompton’s mission and products.

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

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