About Matthew Algie
At Matthew Algie, you’ll work with some of the most talented individuals in the coffee industry. You’ll work for an organisation that leads the way in the name of sustainability, gives back to the community and invests in its people. Ethics, passion, integrity and collaboration are at the core of everything we do, from new product innovation for our customers, to projects with our coffee farmers. We believe our continued success is due to great people.
Position Details
Position: Technical Team Customer Service Executive (Tech Team Executive)
Location: Glasgow Head Office
Job type: Full‑Time, Permanent
Hours: 39.5 hours per week, Monday – Friday
Salary: £27,626.30 per annum plus OT and uncapped on‑target earnings
Benefits: Pension, life assurance, medical cash‑back scheme, 28 days holiday plus 4 bank holidays, cycle to work scheme and more.
Purpose of Role
An excellent opportunity has arisen for a Technical Advisor to join our Tech team here in Glasgow.
Responsibilities
- Answer inbound calls within the target set by the business.
- Process all incoming fault calls and applicable machine part orders which will be received via telephone or electronically.
- Handle all incoming service issues received via telephone and electronically.
- Provide customers with assistance to “phone fix” minor machine faults live over the telephone whilst trying to achieve the target set out by the Head of Technical Service.
- Manage the IT system for all aspects specific to the role.
- Work as part of a team to ensure all shifts are sufficiently covered.
Experience & Qualifications
- Demonstrable experience in a Customer Support Environment and/or experience in call handling with customers.
- Experience in handling enquiries and offering technical assistance to customers over the telephone.
- Experience in routine processing and administrative duties.
Skills & Knowledge
- Excellent call handling skills.
- Ability to work under pressure, remaining calm whilst showing patience towards customers and colleagues.
- Ability to “read” our customers, be efficient in identifying their needs, keep the interaction positive.
- Ability to work to targets set by the business, doing all that can be done to help achieve department and personal targets and objectives.
- Have a willingness to learn and to pass on what you have learned.
- Excellent interpersonal skills to be able to build rapport with customers and colleagues across the organisation.
- Good written and oral communication skills.
- Computer literate.
- Excellent planning and organisation skills to manage own workload to expected standards.
Requirements
Right to work in the UK – this is not a sponsored role.
Equal Opportunity
Matthew Algie are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.
Our selection of recruitment does not discriminate on the basis of age, disability, gender, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnicity, ethnic or national origin, religion or belief, sex or sexual orientation or gender reassignment status (protected characteristics).
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