Contact Centre Advisor

Costa Coffee; High Wycombe; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

Costa Coffee is looking for a Contact Centre Advisor to join their team in High Wycombe. This role involves providing exceptional customer support to corporate clients, ensuring operational efficiency, and fostering strong relationships across departments. The position offers a chance for career growth and great perks, all while being part of a community-driven organization.

Benefits

Share Investment Plan (SIP)

Pension contributions matched up to 10%

50% discount in all Costa-owned stores

Private medical cover

The Costa Financial Support Fund

Qualifications

• Experience in a busy contact center responding to high call volumes.
• Strong verbal communication skills.
• Motivated by deadlines and KPIs.

Responsibilities

• Supporting Costa Express Operations to ensure smooth running.
• Answering inbound calls and making proactive outbound calls.
• Owning customer queries through to resolution.

Skills

Customer Service

Verbal Communication

Computer Literacy

Job description

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Contact Centre Advisor

Knaves Beech Business Centre, Davies Way, Loudwater, Wooburn Green, High Wycombe HP10 9QR, UK Req #80987 29 April 2025

Contact Centre Support Advisor - Away From Home - 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.

As a Contact Centre Advisor, you will join our talented team in Loudwater who deliver first-class customer support to our Corporate Customers. These roles are a great opportunity to harness your customer service skills, while learning about our Costa professional machines and technology.

Our teams make a difference—whether working on new tech for the perfect pour, helping our teams grow, creating award-winning campaigns, crunching the numbers, or developing new menu items; 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 community initiatives come in. Whatever your role, you can help us change lives in coffee-growing communities and support your local community too.

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

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 great perks:

• Own a piece of Costa’s success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP)
• A pension that saves you money on tax and national insurance, with contributions matched up to 10%
• The Costa Financial Support Fund for team members facing unexpected financial pressures
• 50% discount in all Costa-owned stores, and 25% off in other participating stores
• Private medical cover via our Healthcare scheme
• Explore more perks here:

We’re passionate about being a great place to work, where you can bring your authentic self. We support diversity, equity, and inclusion, and continue to shape 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 Contact Centre Advisor is about more than bringing our coffee to the world. It’s your chance to stir up success—your responsibilities will include:

• Supporting Costa Express Operations to ensure smooth running, providing expert guidance to major customers
• Answering inbound calls, making proactive outbound calls, and responding to chat and emails
• Ensuring timely responses to keep machines operational and sales growing
• Handling machine or stock inquiries as the first point of contact
• Owning customer queries through to resolution, aiming for first-time resolution
• Building strong relationships to foster collaboration across departments

Who you are

We’re interested in your unique qualities:

• A passion for delivering exceptional customer service, with the ability to ask the right questions and find solutions
• Experience in a busy contact center responding to high call volumes
• Excellent verbal communication skills
• A team player who can also work independently
• Strong computer literacy
• Motivated by deadlines and KPIs
• Inquisitive and solutions-oriented
• Flexible across tasks and schedules if needed

Location: Hybrid working—must be able to attend our Loudwater Head Office at least 3 days a week. The role involves shift work, including weekends.

For reasonable adjustments or inquiries, please contact us.

Other details

• Job Family: UK_A Grade_SC
• Pay Type: Salary
• Employment Indicator: Permanent
• Address: Knaves Beech Business Centre, Davies Way, Loudwater, Wooburn Green, High Wycombe HP10 9QR, UK