Technical Customer Support & Estimating Coordinator
We are looking for a practically minded and customer-focused person to join our growing team.
This is a varied, hands-on role combining technical customer support, inbound sales estimating and practical product learning. It is not a traditional call-centre or purely office-based customer-service position.
You will help customers understand our products, identify the right equipment for their requirements, prepare quotations and support the resolution of technical questions. To do this effectively, you will spend time working alongside our warehouse and technical teams, learning how our products are assembled, installed, operated and maintained.
You may also attend our own facilities and customer sites to gain practical experience of the equipment in operation.
Previous customer-service experience is not essential. We are more interested in finding someone with strong mechanical or technical aptitude who enjoys solving problems, takes ownership and communicates confidently with people. Full product training will be provided to the right person.
Key responsibilities
- Respond to incoming customer enquiries by telephone, email and other communication channels.
- Ask the right questions to understand each customer’s requirements and application.
- Recommend appropriate products, systems, components and accessories.
- Prepare clear and accurate quotations and estimates for inbound enquiries.
- Follow up quotations and help customers progress towards an informed purchasing decision.
- Provide first-line technical support and practical troubleshooting.
- Gather photographs, measurements, operating information and other evidence needed to assess technical issues.
- Explain technical information clearly to customers with different levels of experience.
- Take ownership of enquiries and support cases, keeping customers updated until an appropriate outcome is reached.
- Work closely with the technical, warehouse, sales and operations teams.
- Develop a detailed understanding of our ice baths, chillers, heat pumps, pumps, filtration, sanitation and associated equipment.
- Spend structured training time in the warehouse, helping with product assembly, testing and preparation.
- Attend installations, service visits or customer sites when required to build practical experience and assist the wider team.
- Produce and maintain accurate customer notes, quotations and technical records.
- Help improve FAQs, troubleshooting guides, estimating templates and internal knowledge resources.
- Use AI and other digital tools to assist with research, calculations, drafting responses and organising information.
- Review and verify AI-assisted work before it is sent to customers or used in technical decision-making.
- Identify recurring customer issues and suggest improvements to products, instructions or internal processes.
About you
You do not need to meet every point below, but you should be able to demonstrate most of the following:
- Strong practical, mechanical or technical aptitude.
- Experience in engineering, mechanical assembly, maintenance, plumbing, pumps, heating, pools, refrigeration, automotive work or a similar practical field is preferred.
- A genuine interest in understanding how mechanical and electrical equipment operates.
- A logical and methodical approach to troubleshooting.
- Confidence speaking with customers by telephone and in person.
- Clear written communication and reasonable numeracy.
- A helpful attitude and a genuine desire to solve customers’ problems.
- The ability to ask questions, listen carefully and gather accurate information.
- Good attention to detail when selecting equipment and producing estimates.
- The confidence to take ownership of tasks and follow them through.
- Willingness to work practically in a warehouse or workshop environment and attend customer sites.
- Comfortable learning and using AI, software and other digital tools.
- Able to recognise when additional technical advice is required rather than making unsupported assumptions.
- Organised, dependable and able to manage several open enquiries at the same time.
- A full UK driving licence is preferred due to occasional site visits.
What is not essential
- Previous employment in a formal customer-service role.
- Previous experience with ice baths, swimming pools or our specific products.
- A university degree.
- Existing knowledge of every technical area covered by the role.
We can provide structured training to someone who has the right practical ability, attitude and willingness to learn.
What we offer
- Practical, hands-on product and systems training.
- The opportunity to develop technical, commercial and customer-support skills.
- Experience across customer support, estimating, product assembly and site operations.
- Training in the effective and responsible use of AI as a workplace support tool.
- A varied role in a growing specialist business.
- The opportunity to help shape our customer-support processes and technical knowledge base.
- Statutory holiday entitlement, pension, staff benefits and progression opportunities.]
How success will be measured
During the first six to twelve months, success in the role will mean:
- Developing a sound practical understanding of our core equipment.
- Producing increasingly accurate quotations with less supervision.
- Communicating confidently and professionally with customers.
- Gathering the correct information before recommending products or diagnosing problems.
- Taking ownership of enquiries and providing reliable follow-up.
- Using AI and other tools effectively without relying on unverified information.
- Helping improve customer satisfaction and the speed and consistency of our responses.
Application
Please send your CV together with a short explanation of:
- Your practical or technical experience.
- An example of a mechanical or technical problem you have solved.
- Why you enjoy helping or communicating with people.
- How you currently use—or would like to use—AI and digital tools at work.
We welcome applications from people with transferable practical experience who may not have previously considered a technical customer-support career.
Pay: £28,000.00-£45,000.00 per year
Benefits:
- Casual dress
- On-site parking
Application question(s):
- Do you live within 30 mins commute of WN57XB
Experience:
- a manual trade or engineering background: 10 years (required)
- Customer support: 5 years (preferred)
Language:
- Fluent English (required)
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Willingness to travel:
Work Location: In person
