Technical Service Coordinator

About Origin

Origin is an aspirational brand and positioned as one of the leading speciality coffee roasters in the UK and Europe. We source and roast incredible direct trade coffees where quality, seasonality, provenance, and traceability underpin our supply chain. We work at farm level building long term commercially sustainable relationships with farmers and cooperatives.

We look to initiatives that support triple bottom line sustainability and in doing so balance purpose with profit.

Our key drivers at Origin are around quality, people, culture, and sustainability, to drive exponential revenue growth. At its most basic level Origin wholesale supply speciality coffee to the leading and most progressive speciality coffee and hospitality businesses in the

UK and Europe. And because we do what we do so well, we also own and operate six of our own speciality coffee shops across London and Cornwall as well as a rapidly expanding ecommerce business.

The culture within Origin threads through everything we do. We pride ourselves on how inclusive and diverse we are. But we don’t rest on our laurels and continuously review our position and behaviours. We actively seek a range of attributes and characteristics in our

employees, as we know how this energises our teams and outputs and keeps us striving for the best.

The role overview

A London or Cornwall opportunity, this hybrid position can work remotely as well as from our Southwark office in London or our Roastery in Porthleven, Cornwall. As an experienced service coordinator or customer service person, this role will provide all round support to our team of country-wide technicians.

A hybrid position working remotely or from our Southwark office in London or our Roastery in Porthleven, Cornwall, we are looking for an experienced service coordinator or customer service person to support our team of country wide technicians. You will manage their workload including, diary management, job location, callouts, job details and any service-related enquiry so our technical account management delivers the quality of aftersales care Origin’s customers expect to receive.

You can juggle multiple plates and know how to prioritise, so you race

through a to-do list without compromising on quality. Not only can you coordinate but you can also get your hands dirty, as the chances are, you may be called out to help a customer when all our technicians aren’t available. This won’t be everyday but when it does happen, you’ll love

it, and they’ll love seeing you.

The role responsibilities

• to provide diary management including planning, booking, and scheduling of all service work with Origin wholesale customers, account holders and Origin’s own technicians
• to ensure all inbound emails and phone calls are answered in an appropriate and timely manner
• accurate recording of information
• customer requirements are understood and met
• correct procedures are understood and implemented
• to coordinate all logistics relating to the installation, uplift, and delivery of equipment, including liaising with equipment suppliers and customers to ensure equipment is on site at the required time and location
• to be the main point of contact for all engineering suppliers, including La Marzocco, Mahlkoenig, VA Machinery, BWT and Marco
• to be the main point of contact within Origin for all service-related queries
• to organise supplier training, learning and development for Origin employed technicians
• to provide occasional hands-on service works and machine maintenance as cover for the core team, when required
• to ensure accurate data is loaded onto Service M8 and to liaise with the Technical Administrator on invoicing
• to provide the Technical Administrator and CRM system with any changes to customer accounts ensuring all account information is accurate and kept up to date
• to provide robust and positive communication channels with the technical, wholesale and customer service teams including phone, email, virtual and in person
• to ensure robust communication channels with the Technical Administrator, including phone, virtual meetings, and emails

About you

To be successful in this role, these are the things that matter the most:

• an ability to remain calm and logical under pressure whilst managing a range of work demands
• you are a strong listener with excellent communication skills and phone manner
• you will be naturally resilient and passionate about exceptional quality service
• careful and diligent – even meticulous – with a good dose of common sense
• informal but 100% professional
• an Origin ambassador

Skills and experience:

• demonstrable experience of strong verbal and written communication style
• demonstrable experience of working independently and as part of a team led by core values and business objectives
• you will be comfortable using a range of databases and web-based applications including MO365 packages and digital systems, such as CRM, stock inventory and ecommerce platforms
• previous experience in a customer service / facing role is required

Essential behavioural competencies:

• an acute eye with meticulous attention to detail with an ability to identify anomalies and mistakes
• the ability to follow company systems and processes
• efficient, effective, and organised, especially in the digital world
• an excellent communication style whilst dealing promptly with customer queries whilst remaining patient and professional
• highly organised and efficient whilst working under pressure

Salary and Benefits

Salary

£23,210 to £26,000 DOE and location

Nature of contract

Permanent and full-time – flexible working supported

Base

London or Cornwall

Holidays

29 days holidays including bank holidays and your birthday off, with additional days accrued after two, three- and four-years’ service

Enhanced Family Friendly Policies

We provide industry leading family friendly policies including enhanced maternity, paternity, adoption, and fertility journey leave, pay and support

Pension

Employer pension contribution of 3%

Mental Health and Physical First Aid Training

We provide our employees with a toolkit for both preventing and addressing mental health crises in and out of work, providing genuine support, safety, and happiness in the workplace

Employee Assistant Programme

A comprehensive suite of support from an (EAP) including support with physical, mental, and financial wellness at work

Continued professional development

We invest in all our employee’s by supporting personal development, encouraging you to broaden your experience and learning potential

SCA training

Everyone who works for Origin can embark on the SCA training programme. Depending on your readiness to learn you can dip your toe in or immerse yourself fully. It’s quite addictive!

An employee referral scheme

Once you join Origin, you’ll want to introduce likeminded people to us. When you do, they settle in and pass their probation, you earn £200

Other

Time off for volunteering, cycle to work scheme, free coffee at work and to take home, discounts in all our cafés and on our merchandise and partners. And of course, regular social and team events serving exceptional food, drink, and of course, amazing coffee!