Customer Service Manager

The role As a premium brand, Brompton aims to deliver exceptional experiences for both our owners and trade customers alike. With over 400,000 Brompton owners around the world we need are looking for someone who can use technology to manage relationships at scale. We are looking for a highly motivated candidate who is can deliver change within the team but also across the wider business, taking ownership of issues and sharing solutions internally and externally. We are looking for someone who can manage the reactive nature of the work but also make time to be proactive, solving problems before they arrive and supporting our aim to deliver a best in class ownership experience. Main duties Leading the Customer Services team of 5 Working closely with the Key Account team on proactive communications and resolve trade enquiries Delivering best in class improvements to the Customer Experience Collate, interpret and disseminate the data from field reports to the relevant departments throughout the company Liaising with the factory operations to solve issues and improve processes Responsible for the delivery of the trade technical training and ensuring all dealers in our direct markets are in line with the Brompton accreditation scheme. Reporting on KPIs to the senior management team Develop E-Learning for trade consumers Skills and Experience Essential Experience supporting a technical product or service Managing information across several channels and departments Problem solving Working across multiple department and influencing other teams Experience of creatively generating content aimed at a specific audience Working knowledge of major social channels Managing a transactional remote sales operation Excellent Interpersonal and communication skills Effective project management Work effectively under pressure Working by self and across teams, including external agencies Desirable Understanding of social media and the use of technology in customer service Working with a Content Management System Implementing new technology such as a CRM system B2B experience Languages or international experience a plus