Iron & Fire is a growing speciality coffee company based in Shrewsbury, supplying premium coffee, coffee machinery, engineering support and technical training to hospitality businesses and home coffee lovers.
We are looking for a highly organised, commercially aware and technically confident Service operations and business support manager to take ownership of the administration, coordination and communication that keeps our service department and business running smoothly.
This is a key role within a small, collaborative team. You will be responsible for coordinating engineering jobs, supporting customer onboarding, managing service assets and information, improving systems and processes, and ensuring customers receive clear, professional and helpful communication.
You will also be one of the main first points of contact for the business, answering calls to the roastery and handling a wide range of enquiries across coffee, machines, servicing, deliveries, suppliers and general customer support.
This is not a basic administration or call-handling role. We are looking for someone who combines excellent organisation, confident customer communication, strong follow-through and an interest in using systems, software and AI tools to continuously improve our business efficiencies.
Core Purpose of the Role
The purpose of this role is to help ensure that:
- Customers receive high quality, friendly service and feel valued
- The engineering and service department is well organised and running efficiently.
- Engineers, suppliers, customers and internal teams receive clear and timely communication.
- Jobs, assets, customer information and actions are accurately recorded and followed through.
- Systems, workflows and processes are continually improved as the business grows.
Main Responsibilities
You will be responsible for:
- Acting as a confident and friendly first point of contact for incoming calls and enquiries.
- Coordinating planned and reactive service jobs for coffee machines and equipment.
- Managing engineer schedules, customer updates and service follow-up.
- Supporting customers with queries relating to coffee, machines, servicing, orders and general business matters.
- Coordinating new customer onboarding, including machine installations, lease paperwork, service agreements and internal handovers.
- Keeping CRM, service management, asset and customer records accurate and up to date.
- Liaising with engineers, suppliers, customers and internal teams to keep work moving smoothly.
- Supporting parts ordering, supplier communication and service administration.
- Creating and improving processes, checklists, templates and standard operating procedures.
- Making best use of software, automation and AI tools.
- Preparing reports, updates and operational information for directors and managers.
- Providing wider business support where needed in a small, growing company.
About You
We are looking for someone who is highly organised, confident with people and comfortable taking ownership of a busy operational role.
You will need to be calm under pressure, good at managing detail, confident on the phone and able to follow things through properly. You should enjoy improving the way things work and be comfortable using software systems to keep information accurate and accessible.
The right person will be capable of supporting both day-to-day service coordination and wider related business activities.
Essential Skills and Experience
You will be able to demonstrate:
- Strong experience in administration, operations coordination, service coordination, office management, executive support or a similar role.
- Excellent organisation, accuracy and attention to detail.
- A confident, friendly and professional telephone manner.
- Strong written and verbal communication skills.
- The ability to manage a varied workload and prioritise effectively.
- Confidence using CRM systems, spreadsheets and other business software.
- The ability to learn new systems quickly.
- A practical interest in improving processes and ways of working.
- Good judgement, initiative and problem-solving ability.
- Reliability, discretion and strong follow-through.
- Commercial awareness and an understanding of good customer service.
Desirable Experience
It would be helpful if you have experience in one or more of the following areas:
- Working in a small business where flexibility and ownership are important.
- Using service management, CRM, scheduling, project management or accounting systems.
- Improving processes, creating SOPs or introducing better administrative systems.
- Using AI, automation tools or reporting dashboards.
- Working in coffee, hospitality, equipment servicing, facilities, logistics or another customer-focused technical environment.
- Coordinating field engineers, maintenance teams, service visits or technical workflows.
The Person We Are Looking For
This role would suit someone who:
- Enjoys bringing structure to a busy environment.
- Takes pride in being organised, accurate and reliable.
- Is confident speaking to customers and suppliers.
- Has strong PA-style instincts: follow-up, discretion, ownership and attention to detail.
- Can manage detail without losing sight of the bigger picture.
- Spots inefficiencies and suggests better ways of working.
- Is comfortable using technology and keen to keep improving.
- Wants to make a visible difference in a growing small business.
Why apply?
This is a great opportunity to join a supportive, friendly and growing small business where your contribution will be visible and valued. You will work as part of a collaborative team, play an integral role in keeping the business running smoothly, and have the chance to develop your skills through training, hands-on experience and involvement in improving systems and processes.
You will also learn about the speciality coffee industry and be part of a business that values quality, service and continuous improvement. This role would suit a motivated, organised person who wants to make a real difference and contribute to the ongoing success of the company.
Pay: From £32,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
Work Location: In person
