About this role
Salary: £35,000 - 37,000 per year
Requirements: Demonstrable experience supporting a software service, customer platform or connected product, including ownership of complex customer cases and effective escalation.Practical involvement in introducing or improving a CRM, service management or comparable business system, with the ability to turn operational needs into workable processes and tests.Sound judgement when troubleshooting, managing priorities and communicating with customers during a service issue.Confidence working directly with suppliers and colleagues across sales, finance and technical operations, taking responsibility for outcomes without close supervision.Clear written communication, organised record-keeping, and willingness to handle hands-on work as well as improve wider processes.Helpful but not essential: experience with utility metering, prepayment, connected devices or online payment journeys.Helpful but not essential: experience with data migration, CRM configuration, integrations, reporting or training users on a new system.Helpful but not essential: ability to recognise when a software issue requires physical investigation. Responsibilities: Own the support queue for SmartLink services and customer portals: prioritise cases, investigate issues, assign next actions and keep customers informed through to resolution.Diagnose issues with top-ups, device connectivity, readings, account access and configuration using customer evidence and available system information; escalate complex hardware or site faults to the Technical Operations Lead with a clear account of checks completed.Manage authorised customer access and routine settings, following agreed approvals before changing live permissions, credit or tariff information.Work with the software provider on incidents, bugs, changes and the new portal rollout; reproduce faults, test fixes and explain their impact to colleagues and customers.Create support guidance, identify recurring problems, and improve how enquiries are recorded, followed up and handed between technical, sales and finance teams.Map how enquiries, quotations, orders, customer records, installations and support cases move through the business, identifying duplicated or lost information.Help define CRM requirements and assess suppliers with the COO, balancing practical value, implementation effort and ongoing costs.Coordinate configuration, data preparation, testing, permissions and rollout with the selected supplier and IT support; take on system administration where appropriate.Train colleagues, gather feedback and refine workflows so the new system reduces manual work and provides reliable customer and order information. Technologies: CRMHardwareSupport More:
We are Meters UK, supplying metering products and prepayment services to customers across the UK. This practical role leads our software and customer support function, improves how our small team works, and helps introduce a CRM system as the business grows. You will work alongside our Technical Operations Lead, who oversees hardware, assembly, complex device diagnostics and site work, and collaborate with colleagues in sales and finance. The role is based in person at our Morecambe office. Salary is £35,000–£37,000 per year, depending on experience, with a full salary review after 12 months of service based on performance and how the role has developed. Benefits include free on-site parking.
last updated 41 week of 2026