Customer Experience jobs in United Kingdom

About Selecta

Selecta operates across 16 countries within Europe, serving 12 million people every day. Within the UK we deliver a national service, relied on and trusted by circa 3,500 businesses to serve tasty beverages and snacks at a variety of locations from workplaces to schools, universities and hospitals and everywhere in-between.

We are hiring a Survey & Installation Technician to join our Specialist Technical team to visit customer sites to complete site surveys, installations and configuration of new & refurbished food tech equipment. This customer-facing role requires working closely with our office-based Great Start team to ensure site surveys are completed on time and with a high degree of accuracy. You will also provide technical & project management support to the regional technical teams to support large complex machine installations to ensure our customers have a great on boarding experience.

This role involves extensive travel to our new and existing customers, you will be provided with a company vehicle and be made aware of travel requirements in advance.

What is the specialist technical team?

The specialist technical team is responsible for overseeing and co-ordinating multiple specialist functions such as (Pre Delivery Inspection (PDI), site surveys, customer installations, uplifts and re-sites, management of our supplier relationships and service delivery alongside our front-line technical specialists. The team ensure all equipment undergoes rigorous quality and operational standards before deployment into customer sites. The overall objective is to ensure that customers have a seamless install or equipment movement experience.

The Survey & Installation Leader & team will work closely with the Great Start Team and team at RBC Group, to ensure they have all the required information on the customer site to select the right equipment and can deliver a working solution on day of install to give a “Great Start” to the customer & supplier relationship.

Your Key Duties & Responsibility:

• To visit Customer sites to complete machine movement surveys with a high degree of accuracy as scheduled, checking the suitability of the sales order of equipment against the proposed location and available facilities
• Ensure all relevant site logistical and facilities information is prepared pre-delivery, and that the customer has a clear understanding of planned works for a safe and efficient installation
• Ensure all equipment is full, clean & working from date of install, including hot drinks menu configuration to customer specification.
• Perform functional and serial number checks to ensure correct allocation of televend and payment systems
• Work closely with third party logistics providers to ensure site access and timely delivery of equipment
• Attend all necessary (scale or complex) installs to manage all stake holders ensuring seamless customer experience is achieved
• Complete post install audit and electrical safety checks, feeding back points of failure and improvement.
• Provide basic operational and cleaning training for DIY Customers
• Dealing with enquiries on behalf of the Great Start Team
• Supporting refurbishment of damaged or faulty equipment at PDI as required
• To attend various Training Courses to assist you to maintain the highest standard of work.
• Adhere to customer site procedure e.g. entry/exit from premises and Health & Safety Policies where appropriate.
• Be aware of any potential cases of customer dissatisfaction and take appropriate action (repair machine, seek assistance from appropriate Leader to avoid the potential becoming actual dissatisfaction.
• Maintain your company vehicle in a road worthy condition in accordance with company procedures. Ensure that your vehicle is kept clean and tidy both inside and out.
• Any other duties requested by the Survey & Installation Leader

What are we looking for in a Survey & Installation Technician?

• Proven experience of field based technical support in a vending or food tech environment.
• Excellent interpersonal skills with the ability to communicate with internal stakeholders & external Customers
• Capable of working to deadlines in a complex environment involving multiple stakeholders and third-party service suppliers
• Awareness of Health & Safety process including Risk Assessment and Method Statements
• Practical technical experience of configuration and repair of food technology platforms including, vending equipment, payment systems, refrigeration and hot & cold drink facilities, including hot drinks gram throw and menu configuration
• Ability to identify root-cause to issues and problem solve with a “can do” attitude and approach.
• Ability to onboard and support new food tech products and services
• Display a high level of organisational skills and able to work independently in field with ability to multi-task
• Must have discretion and be able to manage confidential and commercially sensitive information
• A Team Player able to support colleagues on large multi site installations
• A full UK driving license with at least 12 months driving experience and no more than 6 points is essential

• 25 days holiday pa + bank holidays
• Life assurance of 2x yearly salary
• Competitive pay rates- we pay more than our competitors in almost all locations
• Training provided, you’ll also achieve certifications in Food Hygiene, Health and Safety and Fresh food handling
• Security of 5-weeks paid sick leave
• Development opportunities available and clearly mapped career paths
• Company phone provided

At Selecta, we are committed to equal opportunities, diversity and inclusion, embracing our differences to achieve our common goal. We are united in our principle of making people feel great and we are grounded by our purpose to create more moments of joy for everyone through our ways of working.