About Us
Volcano Coffee Works & Assembly Coffee are two of the UKs leading coffee roasters.
Volcano Coffee Works - predominately a wholesale business, supplying some of London’s top restaurants and cafes. We believe in environmentally sustainable and ethically traded coffee, and work with partners all over the world who actively engage community-based improvements. Our ethical trading principles ensure that our successes benefit the entire supply chain and beyond, from direct initiatives at origin to local communities here in the UK. We believe that coffee is a force for good!
Assembly Coffee - we acknowledge and value the diversity of experiences, knowledge and individual strengths of our peers in the industry. With a shared vision for creating forward thinking approaches to independent coffee, Assembly is a collective where each individual’s insight grows the whole. Together with our wholesale partners, we: · Maintain a coffee catalogue that best serves the needs of our wholesale partners while expediting ethical outcomes for farmers
· Collaborate to promote the virtues of specialty coffee and develop forward thinking approaches for the industry
Our values
We are coffee enthusiasts, with a passion for all things coffee, our people and our clients. Our core values underpin not only who we are but also the way that we operate:
1. Be straight up
Be honest in our interactions and stand for what we believe.
2. Be invested
Own the final result not just your inputs and invest rather than transact in relationships.
3. Be fair and fearless
Award opportunity based on merit and seize, seek and create opportunity.
Role overview
Assembly Coffee and Volcano Coffee Works are looking for a dynamic, personable individual with a can-do attitude to join our team as our Technical Customer Service Coordinator. You will provide day-to-day customer support to our clients and customers for both our brands, based out of our production facility in West Norwood - the successful candidate will provide critical internal coordination between our sales, operations and technical team and live customer services to our online and wholesale customers.
You would own all customer and internal communications relating to technical services, revenue and cost admin, and the technical software stack that runs the workshop and field operations. You make sure every retainer, rental, call-out, and install runs smoothly.
Function / Team Operations
Reporting to - Customer Service and Operations Executive
To excel in this role, you will need excellent communication and relationship skills – you will be the voice of both brands so this a key skill. You will also be comfortable operating under pressure and be able to readily find solutions to challenges and have a drive for continuous improvement. You’ll love to learn and value working in a team that loves what they do.
Responsibilities
- Provide world class customer support across all channels such as live chat, email and phone.
- Single point of contact for customers on all technical service matters - scheduling, status updates, escalations, and renewals via ticketing platform and phone.
- Own the customer-facing service calendar - bookings, confirmations, reminders, rescheduling, and proactive comms.
- Coordinate internally with Workshop Technician, Field Technicians, Sales, and provide weekly operations updates on backlog, customer issues and revenue at risk.
- Own end-to-end billing for all technical revenue lines: retainers, rentals, callouts, parts, installs and other.
- Maintain records and compliance documentation - equipment histories, warranties, Pressure Vessel Inspections, certificates, acid waste disposal, and H&S records.
- Own the technical software stack (ticket platform, CRM, billing, customer portal) and keep data clean and accurate across systems.
Who you are
- Have strong written and verbal communication skills and must be fluent in English.
- 2-3 years in the a customer facing role, coffee industry and/or general barista experience. Someone with a technical savvy mindset will be key.
- Comfortable working with multiple software systems (CRM, ticketing, inventory, billing).
- Track record of operating in a small-to-mid sized business where you wear several hats, priorities on the fly and keep calm under pressure.
- Be a self-starter who can work independently with meticulous detail and enthusiasm.
- Numerate; comfortable with spreadsheets, billing schedules and reconciliations.
What we offer
- A supportive work environment within a dynamic and fast-growing industry
- Coffee and technical training.
- Competitive salary and bonus package
- 2 Mental Health Days and 1 Charity Day per year, in addition to annual leave.
- Reduced summer hours
- Wellness programme.
- Fully stocked kitchen for breakfast and monthly team lunch.
- Unlimited coffee in the office and staff discounts.
- Team incentives and social activities and outings.
Job Type: Full-time
Pay: £32,000.00-£38,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Employee stock ownership plan
- Sick pay
Education:
- A-Level or equivalent (preferred)
Experience:
- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)
Work Location: In person
