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About the Role
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.
Responsibilities
- 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.
- 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.
Requirements
- 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.
Salary/Compensations
- Competitive Salary
Benefits
- 9 Day Fortnight
- 25 days annual leave, plus all UK bank holidays, prorated
- Competitive Salary
- Workplace pension scheme
- Profit share bonus
- Up to 60% off own Brompton bike and accessories
- Discounts for friends and family
- Staff Loan Bike (free of charge for up to 3 months)
- Free Breakfast (fruit and cereal)
- Access to free LinkedIn Learning
- Opportunity to devote time to personal development
- Workplace Pension Scheme
- Flexible Working
- Cycle to Work Scheme
- Access to a confidential EAP for mental health support
- Enhanced Family, Paternity, and Maternity leave pay
About the Company
- 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.