At a Glance
- Tasks: Support customers and manage orders while troubleshooting espresso machinery issues.
- Company: Dynamic company in Northampton with a focus on customer care and machine services.
- Benefits: Flexible hours, competitive salary, and opportunities for professional growth.
- Other info: Temp to perm opportunity for the right candidate with excellent career progression.
- Why this job: Join a team where your communication skills can shine and make a real difference.
- Qualifications: 3 years in customer service, strong communication, and technical troubleshooting skills.
The predicted salary is between 28000 - 30000 £ per year.
Location: Northampton
Hours & Flexibility: Official hours are 8:00 AM 5:00 PM, but we love flexibility. Most of the team prefers to start at 8:30 AM and take a half-hour lunch instead, an option fully open to you from day one.
Salary: £13.46-£14.42 / £28K-£30K
General Description of the Role
As a Machine Services & Customer Care Specialist, you will play a pivotal role in supporting and delivering the Machine Services and Customer Service strategy. Serving as a key brand ambassador, you will provide exceptional, pragmatic, and personable support to both internal and external stakeholders via phone and email. This is a dynamic, broad-scope role that requires a deep understanding of our client base, premium product range, and espresso machinery. Success in this role demands outstanding communication, sharp problem-solving skills, and meticulous attention to detail to manage purchase orders, process domestic cash orders, review forecasting, and resolve quality and technical issues.
Key Responsibilities
- Customer Care & Order Management
- Order Processing: Accurately process all sales and domestic order documentation within required timeframes, ensuring seamless delivery of consignments and documentation.
- Inquiry Handling: Deliver high-quality, professional customer service via telephone and email, providing accurate information regarding product availability, pricing, shipments, and forecast demand.
- Commercial Support: Drive revenue growth by identifying opportunities for upselling and cross-selling, staying fully up to date on product launches, machinery, and promotional campaigns.
- Financial Admin: Process cash transactions and manage administration for domestic orders.
- Technical Support & Issue Resolution
- First-Line Troubleshooting: Provide initial technical troubleshooting support for customer coffee machinery, resolving issues remotely where possible.
- Escalation Management: Escalate complex machinery issues appropriately, balancing customer urgency with business-critical call-out and service cost control measures.
- Complaint Resolution: Efficiently receive, log, track, and resolve customer complaints, turning challenging situations into positive brand experiences.
Key Performance Indicators
- Service Efficiency: Service response and first-contact resolution times.
- Customer Retention: Customer satisfaction (CSAT) scores and retention levels.
- Cost Efficiency: Adherence to service budgets and machinery call-out cost controls.
Skills, Experience & Personal Attributes
- Required Qualifications & Experience
- Experience: Minimum of 3 years in a customer service or customer support role, with a proven ability to put the customer at the centre of your decision-making.
- Technical Troubleshooting: A natural aptitude for understanding how machinery works and guiding others through basic troubleshooting.
- Communication: Exceptional verbal and written English communication skills.
- IT Literacy: High proficiency in the Microsoft Office Suite, with strong Excel skills being essential.
- Preferred
- Experience with Purchase Order or Inventory Management systems.
- Prior experience working with sales/demand forecasts.
- Key Personal Attributes
- Organisation & Agility: Proactive task-manager capable of balancing a heavy workload and adapting quickly to shifting priorities.
- Relationship Builder: Naturally empathetic and professional, with the ability to build strong rapport with diverse internal and external stakeholders.
- Analytical Thinker: High attention to detail with the ability to spot trends, anticipate future business needs, and proactively solve problems before they escalate.
Please note: This job description is not exhaustive. Responsibilities and work allocation may be reasonably altered to reflect evolving business needs and priorities.
Customer Support in London employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Support in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
