About the Role

This role sits right at the heart of our operations. You’ll be a key part of keeping things running smoothly day to day, supporting engineers, customers, and colleagues alike. We’re looking for someone organised, proactive, and confident: someone who enjoys a fast-paced environment and takes real pride in delivering excellent service.

Location

Caffeine Limited 3 Little Mundells, Welwyn Garden City, Hertfordshire, AL7 1EW

What you’ll be doing

• Acting as the first point of contact for customer breakdowns and service requests (by phone, email, or in person)
• Logging, managing, and assigning service requests to the right engineer or team member
• Keeping the Service Diary accurate and up to date
• Troubleshooting issues over the phone where possible
• Processing and fulfilling parts requests from engineers and customers
• Accurately logging all issued parts against the correct job or customer
• Following up on completed jobs to ensure all paperwork is received and recorded
• Maintaining and updating information within our service management system (Simpro)
• Keeping paperwork organised and systems tidy
• Supporting the wider Service Desk with general administration
• Delivering a consistently high standard of service that reflects Caffeine’s values
• Communicating with customers in a friendly, professional, and positive way

What we’re looking for

Experience & skills

• Previous experience working on a Service Desk
• Excellent customer service and clear, professional communication
• Strong IT skills with fast, accurate typing and great attention to detail
• Ability to prioritise tasks in a busy environment
• A structured, organised approach to work

Knowledge

• A genuine interest in coffee and coffee equipment
• Experience with diary management and scheduling
• Good working knowledge of UK geography (for engineer planning)
• Confidence using Microsoft Word, Excel, PowerPoint, and similar tools
• Experience with Simpro or similar service software (desirable, not essential)

Attitude

• Positive, proactive, and calm under pressure
• Reliable, organised, and supportive of the wider team
• Flexible when needed to help keep things running smoothly
• Professional in presentation and approach