Customer Services Advisor

Customer Service Advisor – Full time – 35 hours – Permanent

At Costa Coffee, we are what we craft. We’re reimagining coffee experiences in over 50 countries and counting, as a key part of the Coca-Cola System. Whether you get your coffee in a store, from a machine, at home, or on the go – we’ve got you covered.

We have a fantastic opportunity join our Customer Service Team for someone with a genuine passion for people and provide a world-class consumer experience to our valued Costa consumers. We are looking for an experienced Customer Service Advisor, who has a fantastic can-do attitude.

Our teams make a difference. Whether that’s working on new tech for the perfect pour, helping our teams grow, creating award-winning campaigns, crunching the numbers, or developing the latest exciting menu item; together, we stir up success.

We may be a global brand, but we haven’t forgotten our roots. That’s where the Costa Foundation and our fantastic community agenda come in. Whatever your role, you can help us change lives in coffee growing communities, and help your local community too.

We also want to help you grow in your career through amazing experiences, our apprenticeship scheme, and development programmes. At Costa, you can go beyond the day-to-day.

And as a Customer Service Advisor, there’s never been a better time to join.

So, why Costa?

We didn’t become a global coffee brand by sitting back. When you work here, you join a community that values passion, progression and integrity, with some pretty brilliant perks to sweeten the deal:

• Own a piece of Costa’s success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP)
• A smart pension that saves you money on tax and national insurance, and matches your contributions up to 10%
• The Costa Financial Support Fund, supporting team members who find themselves in unexpected financial pressure
• 50% discount in all Costa-owned stores, and 25% off in other participating stores
• Private medical cover thanks to our Private Healthcare scheme
• And that’s not all. Explore even more of our perkshere: https://costaperks

We’re passionate about being a great place to work, where you can bring your unique self into our mix. We firmly support diversity, equity and inclusion, and continue to work with our teams to shape the future of our culture and values: Disciplined to Deliver, Passion for Progress, Win with Warmth, Courage to Challenge and Trusted Team Players.

What you’ll do

Being a Customer Service Advisor is about so much more than bringing our coffee to the world. It’s your chance to stir up real success – which means you’ll be:

• Working as part of an amazing team of Advisors to achieve and exceed SLA’s and KPI’s in order to maximise the consumer experience.
• You will work efficiently to achieve productivity and metrics targets having brand knowledge and work towards positive resolution
• Proactively respond to customer feedback via Email, Live chat, Social Media and Phone
• Be resourceful and able to identify the correct recovery process for all different types of channel contacts. Use the systems and tools available to prevent escalated complaints
• Recover and respond to Social Media complaints and queries
• Work closely with our UK retail Op’s teams and partners in resolving customer complaints
•  Able to resolve customer queries in relation to our loyalty scheme, promotions and gifting.

Who you are

It’s your unique ingredients we’re interested in:

• Proven experience in a similar contact centre or customer service position
• Passion and desire to deliver exceptional customer service
• Ability to remain calm and have a pro-active approach to problem solving
• Strong communication skills both written and verbal
• Proficient in Microsoft packages Email, Word and Excel
• Ability to work effectively under pressure. You’ll be a self-motivated self-starter, with a flair for effectively managing multiple stakeholders.
• An excellent team player, who’s highly driven.

Location – Hybrid with the expectation to attend one of key offices Dunstable or Loudwater at least twice a week

For any reasonable adjustments and general queries, please get in touch with