Customer Support Advisor - phone based

CPM UK; Stokenchurch; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Hybrid work: 2 days in office per week

22 days holiday + bank holidays (rises

Guinness Accreditation Programme

Perks at Work discounts

Peppy health support

DIGICARE+ app

Community volunteering days

Job summary

CPM UK is seeking a Customer Support & Technical Advisor to be the first point of contact for customers, diagnosing technical issues remotely and delivering expert service. The role offers a £25,235 salary with a £1,000 annual bonus and a hybrid pattern (2 days in the office, 3 days at home) in Stokenchurch, HP14.

You will work with engineers, gain knowledge of Guinness quality processes and cellar operations, and participate in training to build specialist skills inside a dynamic beverage

Qualifications

• Aged 18 or over.
• Fluent spoken and written English.
• Excellent communication and listening skills.
• Strong customer service focus with a desire to exceed expectations.
• Good organisational skills and attention to detail.
• A collaborative, team-oriented approach.
• Strong problem-solving abilities and a proactive mindset.

Responsibilities

• Deliver outstanding customer service across phone, email, and SMS channels.
• Manage a variety of customer enquiries, from general support requests to more complex technical issues.
• Troubleshoot faults remotely and identify effective solutions.
• Collaborate with field-based and office-based engineers to increase your technical expertise.
• Participate in regular training and development opportunities.
• Build knowledge of industry trends, technologies, and best practices.
• Ensure every customer interaction is handled professionally, empathetically, and efficiently.

Skills

Fluent English

Excellent communication

Customer service focus

Organised

Team player

Problem solving

Aged 18+

Job description

Job Description

Are you passionate about delivering exceptional customer service? Do you enjoy solving problems and learning new technical skills? If so, we have an exciting opportunity to join CPM in our dedicated phone team supporting one of the world's most iconic brands.

£25,235 + Bonus of up to £1,000 per year

As a Customer Support & Technical Advisor, you'll be the first point of contact for customers, providing expert support, resolving queries, and helping diagnose technical issues remotely. You'll work closely with experienced engineers, gaining hands‑on knowledge of Guinness quality processes and developing a unique understanding of bar and cellar operations.

This is a fantastic opportunity for someone who enjoys helping people, thrives in a fast‑paced environment, and wants to build a specialist skillset through ongoing training and development. Previous experience working in a bar, hospitality, call centre or customer‑facing environment preferred.

Ideal location: Stokenchurch, United Kingdom, HP14

Hybrid | Stokenchurch (2 days office, 3 days at home)

What You'll Be Doing

• Deliver outstanding customer service across phone, email, and SMS channels.
• Manage a variety of customer enquiries, from general support requests to more complex technical issues.
• Troubleshoot faults remotely and identify effective solutions.
• Collaborate with field-based and office-based engineers to increase your technical expertise.
• Participate in regular training and development opportunities.
• Build knowledge of industry trends, technologies, and best practices.
• Ensure every customer interaction is handled professionally, empathetically, and efficiently.

Essential Skills & Experience

• Aged 18 or over.
• Fluent spoken and written English.
• Excellent communication and listening skills.
• Strong customer service focus with a desire to exceed expectations.
• Good organisational skills and attention to detail.
• A collaborative, team-oriented approach.
• Strong problem-solving abilities and a proactive mindset.

Salary & Benefits

• £25,235 annual salary
• Performance bonus of up to £1,000 per year
• Hybrid working (2 days per week in the office)
• Generous Holiday Package: Recoup with 22 days of holiday plus bank holidays, extending by one day each year of service up to a generous 31 days with the flexibility to buy and sell holiday days.
• Dedicated days for giving back to the community through charitable activities.
• Perks at Work: Access to a wide range of discounts including my gym discounts
• Peppy: Confidential access to expert health support across areas like fertility, menopause, pregnancy, and more.
• DIGICARE+ App: Enjoy convenient access to second opinions from doctors, personalised counselling sessions and expert nutritionist advice.
• Enhanced maternity/paternity leave
• Opportunity to complete the Guinness Accreditation Programme and become a recognised product and technical expert

Working Pattern

• 37.5 hours per week
• Rotating shifts between 8:00am and 6:00pm (3 shift patterns 8:00-16:30, 9-17:30, 9:30-18:00)
• Monday to Sunday working pattern
• Bank holiday working - 2 out of 6
• Rotational weekends and bank holidays with time off in off in lieu - 2 weekend days per month, 2 bank holiday days per year

Why work for us

At CPM, we are proud to foster an inclusive work environment. We believe in a workplace that celebrates the unique perspectives and skills of all individuals believing this makes us stronger and more innovative. CPM have won the Investors in People Gold award and place great importance on the training and development of our people.

We work in a collaborative environment where great ideas and achievements are shared and celebrated. We believe diversity brings new thinking, which is at the heart of everything we do. We are working to set a standard for creating a culture of equity and belonging.