Macfarlane Group UK Ltd

Macfarlane Group UK Ltd in Coventry is seeking a customer-focused IT Helpdesk Analyst for a temporary contract of approximately six months. You will join the in-house IT team delivering first and second line support across the UK, working in a modern Microsoft 365 environment and using AI-assisted tools. The role covers incident ownership, remote and on-site support as needed, and collaboration with colleagues on upgrades, projects and knowledge base creation.

IT Helpdesk Analyst - Temporary Contract (circa 6 months) Location: Coventry (Middlemarch Business Park) Salary: £28,000 (dependent on experience) plus company benefits Hours: Full time (37.5 hours per week Monday-Friday) Sector: Packaging solutions & distribution Protecting what matters, together We're dedicated to protecting what matters most - our people, our customers, our communities and the environment. At Macfarlane Packaging, our commitment to customer satisfaction, sustainability and continual improvement creates a highly collaborative, supportive and friendly workplace where you can unpack a career that grows. With history stretching back over 75 years, we offer stability whilst always striving for continual growth. Our fast-paced, results-driven approach will challenge and often stretch you, but it will also give you opportunities for personal and professional development. Every colleague has the chance to directly influence our success, leading to real job satisfaction and achievement at all stages of your career. Our IT team plays a vital role in supporting colleagues throughout the UK and Ireland and is currently investing in new technologies, including AI-enabled support tools, to enhance the way we deliver IT services. The IT Helpdesk Analyst Role We're seeking a customer-focused and technically capable IT Helpdesk Analyst to join our in-house IT team on a temporary contract of approximately six months, covering a period of planned team change. Whether you're already working in an IT Helpdesk or Service Desk role, or you're a technically minded individual looking to build a career in IT, this is an excellent opportunity to join the in-house technology team of the UK's leading packaging distributor. Working within a modern Microsoft 365 environment, you'll gain exposure to AI-assisted support technologies whilst helping deliver outstanding IT support to colleagues across our nationwide business. Working as part of a collaborative team, you'll provide first and second line support, take ownership of incidents and service requests, and help deliver a consistently high standard of service to colleagues throughout the business. Key Responsibilities Provide first and second line IT support to users across multiple UK locations via phone, email and remote support tools. Take ownership of incidents and service requests through to successful resolution within agreed service levels. Troubleshoot and resolve issues relating to Windows 11, Microsoft 365 and core business applications. Manage user accounts, licences and device provisioning through Microsoft Entra ID and Intune. Assist with networking troubleshooting and general IT administration tasks. Occasionally provide on-site support at other Macfarlane locations when required. Utilise Freshservice and Freddy AI tools to assist with ticket triage, suggested resolutions and knowledge management. Use Microsoft Copilot and other AI-enabled technologies to improve efficiency and enhance user support. Contribute to the creation and maintenance of knowledge base articles and self-service resources. Work closely with the wider IT team to elevate and resolve more complex technical issues. Identify recurring issues, trends and opportunities for service improvement. Support IT projects, upgrades and rollouts as required. What You Will Bring We welcome applications from individuals who are technically curious, customer-focused and keen to develop their IT knowledge and experience. Ideally, you will offer: Some previous experience within an IT Helpdesk, Service Desk or technical support environment. Strong communication skills with the ability to explain technical information clearly to non-technical users. A logical and methodical approach to problem solving. A full UK driving licence. Good working knowledge of Windows 11 and end-user device support. An interest in emerging technologies and AI-enabled support tools. The ability to prioritise workloads effectively and manage competing demands. Any of the following would also be advantageous but are not essential Experience supporting Microsoft 365 technologies, including Entra ID, Exchange Online, Teams and Intune. Experience using Freshservice or ServiceNow, Freddy AI, Microsoft Copilot or similar AI productivity tools. Experience with NinjaOne or comparable remote management platforms. Microsoft certifications such as MS-900, MD-102 or equivalent. Knowledge of cybersecurity fundamentals including MFA, phishing awareness and endpoint protection. What You Will Get We provide a competitive salary together with a range of flexible benefits which can include: 25 days annual leave (pro rata) plus all public/bank holidays Contributory pension scheme Life assurance Free parking at many of our site locations Employee Assistance Programme Extensive range of training and development opportunities Employee discount scheme (discounts on several major retail and leisure brands) Simply Health/Dental Cover option for qualifying employees Financial support with eye tests and glasses (DSE users only) How to Apply/Next Steps This is an urgent appointment whereby we hope to find someone who can commence quickly. We are therefore working swiftly to find the best applicants and hope to hold local interviews ASAP. Please click 'apply' to submit your up-to-date CV. All applications will be acknowledged. If you haven't heard from us within a fortnight, please assume your application was unsuccessful. We welcome and encourage applications from people of all backgrounds irrespective of your age, gender, disability, race, nationality, ethnicity, gender expression, religion or sexual orientation. Should you require any specific support or adjustments during the recruitment process, please email our recruitment team directly. No recruitment agencies please.

Business Development Manager Location/Territory: Local Lancashire & North Manchester Region Salary: Up to £50,000 (dependent on experience) + bonus (OTE up to 100% of salary) Package: Company car or allowance, flexible benefits, up to 27 days holiday (plus bank holidays & holiday purchase scheme) Hours: 37.5 hours per week, Monday-Friday Sector: Packaging Distribution & Solutions Protecting what matters, together We're dedicated to protecting what matters most - our people, our customers, our communities and the environment. At Macfarlane Packaging, our commitment to customer satisfaction, sustainability and continual improvement creates a highly collaborative, supportive and friendly workplace where you can build a sales career that grows. With over 75 years of industry expertise, we offer stability alongside a forward-thinking, growth-focused culture. Our fast-paced, results-driven environment will challenge and stretch you, but it also provides genuine opportunities for progression and long-term success. We reward performance, support development, and empower our people to take ownership of their careers. If you're motivated by winning new business and building something meaningful, you'll thrive here. The Business Development Manager Role This is a new business, field-based sales role focused on driving profitable growth across your assigned local territory. You will take ownership of developing a robust sales pipeline, targeting and converting new customers through a consultative, solution-led approach. Working closely with internal teams and regional leadership, you will identify opportunities, conduct packaging audits, present tailored solutions, and secure profitable new business opportunities across a broad range of sectors. Alongside self-generated opportunities, you will also benefit from access to quality sales lead data and existing prospect information to support your activity. Initially, there will additionally be a focus on re-engaging selected lapsed and dormant customer accounts, identifying opportunities to win back and develop profitable trading relationships. The role will primarily focus on developing small-to-medium sized customer accounts, typically securing new business opportunities in the region of £25,000-£40,000 annual spend, contributing towards an annual new business target of approximately £400,000. Supported by an Internal Sales Coordinator, you'll spend much of your time out in the field - attending customer meetings, engaging prospects, building relationships, and closing deals - whilst maintaining strong pipeline discipline through effective CRM utilisation, structured sales planning, and proactive territory management. Key Responsibilities Develop and execute a structured territory sales plan focused on new business acquisition Identify, target, and win new customers through cold calling, networking, referrals, and marketing leads Build and maintain a strong, active pipeline to consistently achieve and exceed new business targets Conduct customer site visits and packaging audits to identify improvement opportunities Present tailored, solution-led proposals aligned to customer needs and commercial objectives Negotiate pricing and commercial terms to maximise margin and long-term value Work closely with internal teams (sales support, procurement, logistics) to ensure smooth onboarding and delivery Maintain accurate and up-to-date records of all activity, opportunities, and pipeline via CRM (MS Dynamics) Collaborate with wider regional and national teams to maximise cross-selling opportunities What You Will Bring Essential: Minimum of two years' experience in a B2B field sales role focused on targeted new business acquisition To effectively manage this local territory, you should ideally live within approximately 30 minutes' drive of our Heywood site and be familiar with selling into the proposed Lancashire/Northern Manchester area. Proven track record of winning new business and achieving sales targets The ability to work in a targeted fashion, utilising leads & data to proactively attack & win back lapsed client accounts Strong consultative selling approach with the ability to identify needs and deliver tailored products & solutions. Proven experience of developing existing customer accounts whilst effectively managing margins, profitability and commercial growth opportunities. Experience generating own leads through cold calling, networking, and proactive prospecting Experience of selling high volume consumable products with multi-product catalogue/SKUs (if not packaging, stationary/office products, PPE/workwear/safety products, hygiene/janitorial or industrial consumables could all be a potential fit). Commercial awareness with the ability to negotiate effectively and protect margin Self motivated, resilient, and comfortable working autonomously in a field based role Excellent communication and presentation skills Valid UK driving licence Strong IT skills including Microsoft Office and CRM systems Desirable: Experience within packaging, manufacturing, distribution, or a related technical product environment Familiarity with Microsoft Dynamics CRM What You Will Get We provide a competitive basic salary alongside a lucrative bonus structure designed to recognise and incentivise success. Our flexible benefits package can include: 25 days annual leave (rising to 27 with service) plus all public/bank holidays Additional holiday purchase scheme Contributory pension scheme Company car or cash allowance (including electric options) Employee assistance programme to support wellbeing Extensive training and development opportunities Employee discount scheme (retail and leisure) Annual paid volunteering day Simply Health/Dental or BUPA options (role dependent) Enhanced HR policies and long service awards Charitable giving options Financial support with eye tests and glasses (DSE users) EE mobile discount scheme Your Future With Us At Macfarlane Group, we actively support career progression and internal mobility. This role offers a clear pathway into senior sales or leadership positions, supported by structured development plans and ongoing training. You'll have access to both internal expertise and external development programmes, including accredited pathways with organisations such as the Institute of Leadership & Management (ILM) and the Institute of Sales Professionals (ISP). We welcome and encourage applications from people of all backgrounds irrespective of age, gender, disability, race, nationality, ethnicity, gender expression, religion or sexual orientation. Should you require any support or adjustments during the recruitment process, please email our recruitment team directly.

" Senior IT Support Analyst Salary: £32,000 - £37,000 depending on experience. Hours: 37.5 hours per week - Monday to Friday, 08:00-16:30. Location: Hybrid - Coventry office base preferred; nationwide applications welcome. Start Date: ASAP. At Macfarlane Packaging, we protect what matters - our people, customers and the environment. With over 75 years of expertise, we offer a stable, supportive workplace where you can build a long term career. Role Overview This is an exciting opportunity for an experienced IT support professional to join a forward thinking IT team at a pivotal point in how we deliver and evolve our helpdesk function. We are investing in AI tooling - including Freshservice Freddy AI and Microsoft Copilot - to enhance first contact resolution, automate triage, and free our analysts to focus on complex problem solving and user experience. This role sits at the centre of that transition: you will be both a skilled technical responder and a key contributor to building a smarter, more efficient support service. You will operate with a high degree of autonomy, acting as the de facto lead across the helpdesk queue, and will work closely with the IT Manager to develop and continuously improve our AI augmented support model. Helpdesk Operations Own the day to day management of the Freshservice helpdesk queue, ensuring tickets are triaged, prioritised, and resolved in line with SLAs Provide 2nd line technical support across the Microsoft 365 stack (Entra ID, Intune, Exchange Online, SharePoint, Teams) and core business applications Act as the first point of escalation for the helpdesk team, providing technical guidance and quality oversight Maintain and improve the Freshservice knowledge base, ensuring articles are accurate, current, and structured for AI consumption Core working hours are Monday to Friday, 08 30 (37.5 hours per week). Out of hours availability is not a routine requirement of this role; however, the postholder may occasionally be contacted outside these hours in the event of a critical IT incident such as a significant cybersecurity threat or major service outage AI & Automation Champion the use of Freshservice Freddy AI, including auto triage, auto categorisation, and automated response workflows Work with the IT Manager to identify and implement automation opportunities that reduce manual ticket handling Monitor AI deflection rates and first contact resolution metrics, making data driven recommendations for improvement Leverage Microsoft Copilot and Claude Enterprise for drafting technical responses, summarising incident trends, and knowledge base creation User Experience & Communication Ensure all users receive timely, clear, and professional communication throughout their ticket lifecycle Identify recurring issues and proactively communicate workarounds or solutions to the wider business Assist with onboarding and offboarding processes, device provisioning, and licence management Continuous Improvement Produce regular reporting on helpdesk performance, SLA adherence, and ticket trends, presenting insights to the IT Manager Contribute to IT projects and initiatives as required, including site integrations and system rollouts Maintain and improve standard operating procedures and runbooks Personal Specification 3+ years' experience in an IT support or service desk role, including 2nd line technical work Strong working knowledge of Microsoft 365 - particularly Entra ID, Intune, Exchange Online, and Teams Experience with an ITSM platform (Freshservice, ServiceNow, Zendesk, Jira Service Management, or similar) Confident communicator with the ability to explain technical issues clearly to non technical users Self motivated with the ability to manage a busy queue independently and prioritise effectively A genuine interest in AI tooling and how it can improve IT service delivery Full UK Driving Licence (occasional travel to UK sites is required) Desirable Hands on experience with Freshservice and/or Freddy AI Familiarity with Microsoft Copilot, Copilot Studio, or similar AI productivity tools Experience using NinjaOne, Microsoft Intune, or other RMM/MDM platforms Microsoft certifications (e.g. MS 900, MD 102, MS 102) or equivalent practical experience ITIL Foundation certification or working knowledge of ITIL service management principles Familiarity with cybersecurity practices relevant to end user computing (e.g. MFA, endpoint protection, phishing awareness) Exposure to IT project work - system rollouts, site integrations, or technology migrations Experience in a multi site or distributed business environment Employee Benefits £32,000 - £37,000 per annum, depending on experience Hybrid / flexible working arrangements Pension scheme 25 days holiday plus bank holidays Access to Group employee benefits and discount schemes Structured professional development and support for relevant certifications Exposure to a modern Microsoft 365 centric environment with real investment in AI tooling Equal Opportunities Macfarlane Packaging is an equal opportunities employer. We are committed to creating an inclusive environment for all employees and welcome applications from candidates of all backgrounds. "

Business Development Manager Location: Reading, Berkshire (field-based across Thames Valley & M4 Corridor including Slough, Maidenhead, Bracknell, High Wycombe, Oxford and surrounding areas) Annual Salary: Up to £50,000 (dependent on experience, including London weighting) + OTE (earn up to 100% of salary) Benefits: Company car or cash allowance (including electric options), flexible benefits Hours: 37.5 per week, Monday to Friday Sector: B2B Packaging Distribution & Packaging Solutions Build a high-impact sales career with Macfarlane Packaging. At Macfarlane Packaging, we protect what matters - our customers, our people and the products they rely on every day. As the UK's leading packaging distributor with over 75 years of heritage, we combine market leading capability with a strong growth agenda. This is a role for a true new business hunter - someone who genuinely thrives on opening doors, winning new customers and building profitable pipelines within a competitive B2B environment. The Business Development Manager Role Working for our Reading based Distribution Centre, you will be responsible for driving pure new business growth across the Thames Valley and wider M4 Corridor area. You will focus on identifying, targeting and converting new B2B customers, selling value led packaging solutions and services. While account development will follow, this role is fundamentally about prospecting, winning and delivering sustained new revenue. Success will be measured by your ability to consistently deliver against new business targets and build a robust sales pipeline. Key responsibilities Proactively identify, target and win new B2B customers across your territory Generate and manage a strong pipeline through structured prospecting, appointments and proposals Deliver consultative, value led packaging solutions tailored to customer needs Own the full sales cycle from first contact through to close and handover Achieve and exceed agreed new business revenue targets (circa £300k+ annually) Negotiate commercially robust pricing and margin led agreements Accurately manage activity and pipeline via CRM (Microsoft Dynamics) Work closely with internal teams to ensure smooth onboarding of new customers What you'll bring Essential Proven experience as a Business Development Manager/New Business Sales professional in a B2B environment Demonstrable track record of winning new business and consistently delivering against sales targets (be ready to tell us about your significant wins!) Experience selling tangible products or solutions using a consultative sales approach Strong prospecting capability with confidence in opening doors and creating opportunities Commercially astute with strong negotiation and closing skills High levels of self motivation, resilience and autonomy Confident operating in a field based role across the Thames Valley/M4 corridor region (and you must reside 'on patch') Competent using CRM systems and Microsoft Office Full UK driving licence Desirable Experience selling packaging, packaging solutions or consumables into B2B markets Knowledge of selling into manufacturing, logistics, ecommerce or industrial customers Experience using Microsoft Dynamics CRM What you will get Competitive basic salary with lucrative bonus/commission structure Company car or cash allowance (including hybrid/electric options) 25 days holiday rising to 27 with service, plus bank holidays Hybrid working (field based, home working and office based) Pension, wellbeing support and flexible benefits Structured sales training and development Clear career pathways into senior sales, key accounts or leadership roles Volunteering days and employee discount schemes Your future with Macfarlane Packaging We are a business where high performers progress. If you consistently deliver, you'll find genuine opportunity to develop your career within a large, stable and ambitious group business.