Service Desk & Machine Coordinator Vacancy

 Job Title
Service Desk & Machine Coordinator  
(Fixed Term Contract – 6 months).
 Reporting To Machinery, Service & Procurement Manager
 Hours Part Time (3 days a week)
 Salary Circa £20k to £25k FTE
 Location Based in the roastery:
7a South Crescent, E16 4TL London (Star Lane DLR)


Position Description

The Service Desk & Machine Co-Ordinator will be responsible for managing customer servicing including proactive and reactive call-outs. Duties will include managing the diary of Union’s  engineers as well as booking external engineers where needed. The management of customer  servicing portals will also need to be maintained and updated where needed.

About Union Hand-Roasted Coffee

What does Union mean? It’s about working together, in partnership with coffee farmers worldwide as well as with our trade customers and coffee drinkers at home. This is what our founders, Jeremy Torz and Steven Macatonia, have been doing since Union was founded in 2001.

The main aim that Union was founded on has remained the same since day one: to encourage farmers to produce high-quality coffee by paying sustainable prices. Since then, Union has witnessed the extra income from this trading model help improve the livelihoods of farmers, and further encourage them to keep raising the quality of their coffee all over the world. We call this sourcing philosophy Union Direct Trade - which won The Queen’s Award for Enterprise in 2017.

We work with over 40 producer partners in 14 countries, and bring their speciality coffee into our roastery, where we craft-roast our coffees in small batches. This roasting has won us several awards, most recently Best European Speciality Coffee Roaster in 2018. We’re proud roasters for some of Britain’s finest cafes and restaurants, as well as supplying to retailers to sell to home consumers. Our coffee is also available roasted fresh to order for coffee drinkers at home via our online shop. You can also find us up in our own cafe, Union Brew Lab, in the centre of Edinburgh and in all British Airways First, Club Europe and Club World flights and UK lounges.

We are passionate about high-quality coffee and want to convert the world to the joys of speciality, one cup at a time. We aren’t snobbish. We aren’t faddy. We don’t mind how much or how little our customers know about coffee. We just want to make sure that we give them the tools and the benefit of our years of experience to make the best cup of coffee they could at home. We’re here to help educate everyone about the joys of a great cup of coffee.

Our team of Unionistas consists of around 70 people passionate about coffee, and most of this smiley bunch are based in East London, at our roastery (yes, it does smell like coffee!).


You Will: 

You will be responsible for managing customers servicing including proactive and reactive calls outs. Duties will include managing the diary of Union’s engineer as well as booking external engineers where needed. The management of customers servicing portals will also need to be maintained and updated where needed.

You will be responsible for processing all equipment orders submitted by the sales team and ensuring that the appropriate deadlines are met (including the raising of purchase orders and booking the appropriate couriers).

You will be responsible for all equipment and servicing invoicing.


You'll have:

Some previous experience in:
  • Sage software programmes (preferable but not essential)
  • Microsoft Excel and Word
  • Interest in coffee industry/ food
  • Ability to work independently as well as in a team
  • Ability to work well under pressure


You'll get: 

  • Great team to work with
  • The chance to be an active part of union’s success in spreading the love of speciality coffee
  • Coffee training and knowledge
  • Great coffee to drink at work – and free coffee to take home!


You’ll be part of our team helping us grow, in the right way – upholding our ethics and values, and having some fun on the way.

We are an equal opportunities employer and believe that diversity is a strength.

If you think you like the sound of this role and fit the description, we’d love to hear from you.


To apply:

Please email a cover letter explaining why you would be a perfect fit for this role and a CV to

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