At a Glance
- Tasks: Provide top-notch customer support and troubleshoot espresso machinery issues.
- Company: Join a dynamic team at a leading espresso machine company.
- Benefits: Earn between £13.46 and £14.42 per hour with flexible hours.
- Other info: Temp to perm opportunity with great career growth potential.
- Why this job: Be a brand ambassador and make a real difference in customer experiences.
- Qualifications: 3+ years in customer service and strong communication skills required.
The predicted salary is between 14.42 - 14.42 £ per hour.
This Customer Support role in Wootton offers a full-time contract paying between £13.46 and £14.42 per hour.
You will serve as a key brand ambassador, delivering practical support to internal and external stakeholders via phone and email.
The position involves executing the Machine Services and Customer Service strategy and requires a thorough understanding of the client base and espresso machinery.
Location: Northampton Hours & Flexibility: Official hours run from 8:00AM to 5:00PM, with a preferred start at 8:30AM and a half‑hour lunch.
From day one you may choose a schedule that best fits your needs.
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
- 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 escalated.
- Note: This job description is not exhaustive. Responsibilities and work allocation may be reasonably altered to reflect evolving business needs and priorities.
- Temp to perm for the right person.
- #J-18808-Ljbffr
Customer Support employer: JAM Recruitment Ltd
At JAM Recruitment Ltd, we pride ourselves on being an exceptional employer that values the growth and development of our team members. Located in Birmingham, we offer a dynamic work culture that fosters collaboration and innovation, alongside competitive salaries and hybrid working options. With a strong focus on career progression, our employees are empowered to take on leadership roles and make a meaningful impact in the field of personal injury law.
