At a Glance
- Tasks: Support customers with orders, subscriptions, and technical issues in a fast-paced environment.
- Company: Join Redemption Roasters, a diverse and values-driven coffee company in London.
- Benefits: Enjoy a £32k salary, 28 days leave, free drinks, and professional development opportunities.
- Other info: Great career growth potential in a supportive team atmosphere.
- Why this job: Be the first point of contact for customers and make a real impact on their experience.
- Qualifications: Strong communication skills and a customer-first mindset are essential.
The predicted salary is between 32000 - 32000 £ per year.
We are looking for a highly organised, customer-focused Customer & Technical Support Coordinator to join our Sales team. This role acts as the first point of contact for wholesale and e‑commerce customers, providing operational support across ordering, subscriptions, customer service, and technical troubleshooting. The successful candidate will play a critical role in delivering an excellent customer experience while ensuring the smooth day‑to‑day running of our wholesale and direct‑to‑consumer channels. The role is designed to improve customer response times, increase operational efficiency, and free up Account Managers to focus on sales growth and relationship management. This is a fast‑paced, cross‑functional role requiring exceptional attention to detail, strong communication skills, and a passion for delivering outstanding customer support.
Key Responsibilities
- Wholesale Operations Support
- Manage day‑to‑day administration of our B2B ordering software
- Release and edit wholesale orders
- Process wholesale purchase orders accurately and efficiently
- Manage standing orders and customer order amendments
- Coordinate invoicing and fulfilment communication
- Monitor order deadlines and communicate operational updates to customers
- Ensure customer account information remains accurate and up to date
- Ecommerce & Subscription Support
- Manage Shopify e‑commerce administration
- Manage customer subscriptions, including edits, pauses, and troubleshooting
- Respond to e‑commerce customer enquiries
- Resolve issues relating to orders, subscriptions, shipping, and fulfilment
- Customer Service & Inbox Management
- Act as the first point of contact for wholesale and e‑commerce enquiries
- Respond promptly and professionally via phone and email
- Resolve operational and customer issues independently wherever possible
- Escalate commercial or relationship‑sensitive matters to Account Managers where appropriate
- Coordinate internally with Roastery and Sales teams
- Technical & After‑Sales Support
- Provide first‑line remote troubleshooting for coffee quality and equipment issues
- Support customers with espresso dial‑ins, grinder settings, brewing, and extraction queries
- Identify when engineering or Account Manager support is required
- Coordinate equipment service callouts where necessary
- Maintain accurate service and callout logs
- Coordinate new coffee release sendouts to historic guest accounts
Skills & Experience
- Essential
- Excellent organisational and administrative skills
- Strong written and verbal communication
- Exceptional attention to detail
- Ability to manage multiple priorities in a fast‑paced environment
- A customer‑first mindset with strong problem‑solving skills
- Confidence handling customer enquiries independently
- Experience using e‑commerce or order management systems
- Strong technical understanding of coffee preparation and extraction fundamentals
- Desirable
- Experience using Shopify
- Experience within specialty coffee wholesale
- Barista experience or coffee technical training
- Experience in customer operations, customer support, or sales support roles
Personal Attributes
- Calm and composed under pressure
- Highly organised and process‑driven
- Proactive and solutions‑focused
- Commercially aware
- Collaborative and team‑oriented
- Comfortable communicating with customers over phone and email
- Confident troubleshooting and resolving issues remotely
Success in This Role Looks Like
- Fast and accurate customer support
- High order accuracy and efficient processing
- Strong customer satisfaction and retention
- Effective coordination between customers and internal teams
- Reduced reactive workload for Account Managers
- Consistently high service standards across wholesale and e‑commerce channels
Terms and Benefits
- Salary: £32k
- 28 days annual leave (including bank holidays), with 1 additional day per year for each year of service, up to 5 years.
- Unlimited free hot drinks in Redemption Roasters coffee shops, with discounts on food.
- Discounts at Coal Drops Yard
- Annual summer and Christmas parties
- 3 paid professional development days per year
- Laptop and phone
- Supportive and values‑driven workplace
- Employee Assistance Programme
- Cycle to Work Scheme
- High street discounts via BHN Extras
- Up to £400 referral bonus
Equality and Diversity Statement
Redemption Roasters is an international and multicultural business with customers, suppliers, and employees from across the globe. Fostering diversity in the workplace is both right and good for business. Gender, belief, ethnicity, origins, disability, sexual orientation, marital status, age or history of incarceration doesn't matter. If you perform, you'll fit in, whoever you are. We welcome applications from people with backgrounds traditionally underrepresented in the specialty coffee industry.
Customer & Technical Support Coordinator Redemption Roasters HQ London £32,000 per year employer: Redemption Roasters Islington High Street
At Redemption Roasters, we pride ourselves on being an exceptional employer, offering a supportive and values-driven workplace in the vibrant King's Cross area of London. Our commitment to employee growth is evident through our professional development days, while our inclusive culture fosters diversity and collaboration among our team. With competitive benefits such as unlimited free hot drinks, discounts, and a focus on work-life balance, we ensure that our Customer & Technical Support Coordinator role is not just a job, but a meaningful and rewarding career opportunity.
Contact Details:
Redemption Roasters Islington High Street Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer & Technical Support Coordinator Redemption Roasters HQ London £32,000 per year
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Redemption Roasters Islington High Street. 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 Redemption Roasters Islington High Street 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 & Technical Support Coordinator Redemption Roasters HQ London £32,000 per year
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 Redemption Roasters Islington High Street:Your cover letter is your chance to shine! Tell us why you want to work at Redemption Roasters Islington High Street 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 Redemption Roasters Islington High Street!
How to prepare for a job interview at Redemption Roasters Islington High Street
✨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.
