Customer Support Agent

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

• 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.
• 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.

• 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 counsellingsessionsand expert nutritionist advice.
• Enhanced maternity/paternity leave
• Opportunity to complete the Guinness Accreditation Programme and become a recognised product and technical expert

• 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

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.