Beverage Tech Support & Service Advisor

Carlsberg Britvic; Tamworth; On-site; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Monthly product allowance

Private Medical options

Life Assurance

Company bonus scheme

Access to 24/7 GP services

Enhanced pension contribution

Generous holiday

High street discounts

Job summary

Carlsberg Britvic is seeking a Customer Services Executive to manage inbound and outbound customer enquiries about equipment breakdowns, parts orders and complaints. You will aim to resolve issues at the first point of contact to minimise disruption and protect the customer experience.

The role covers diagnosing faults, basic troubleshooting by phone, logging technician visits, and maintaining customer records while operating across 8am–8pm, 5 days over 7.

Qualifications

• Excellent verbal communication skills are essential.
• Good computer literacy with MS Office and other Windows-based applications.

Responsibilities

• Manage inbound and outbound service calls, accurately diagnosing equipment faults and maximising first-line resolution and customer satisfaction.
• Guide customers through basic troubleshooting and equipment fixes over the phone where possible, helping to prevent total system failures.
• Accurately log technician visits, ensuring all relevant information is captured in case notes.
• Develop strong knowledge of dispense systems, chillers and ice machines across a range of customer environments.
• Educate customers on equipment operation, basic hygiene and routine maintenance.
• Monitor and manage Service and Asset Existence Programme (AEP) queues on a rotational basis.
• Liaise with external service providers supporting chiller and dispense systems in Ireland.
• Resolve customer enquiries and complaints at the first point of contact wherever possible.
• Complete administration accurately and within agreed timescales, ensuring customer records are kept up to date.
• Adhere to departmental standards, processes and guidelines.
• Work flexibly across operating hours of 8am–8pm, 5 days over 7.
• Represent Carlsberg Britvic and its culture positively, both internally and externally.

Skills

Verbal communication

Computer literacy

MS Office

Windows-based systems

Tools

Microsoft Office

Windows-based systems

Job description

Carlsberg Britvic is seeking a Customer Services Executive to manage inbound and outbound customer enquiries about equipment breakdowns, parts orders and complaints. You will aim to resolve issues at the first point of contact to minimise disruption and protect the customer experience.

The role covers diagnosing faults, basic troubleshooting by phone, logging technician visits, and maintaining customer records while operating across 8am–8pm, 5 days over 7.