Contact Centre Advisor

Costa Coffee; Loudwater; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Share SIP

Pension with 10% match

Private medical cover

Costa discount 50%

Discount across Costa stores 25%

Job summary

Costa Coffee in Loudwater is looking for a Contact Centre Advisor to join our team and support our corporate customers. You’ll handle inbound calls, outbound outreach, and emails across multiple channels, ensuring machines run smoothly and customers receive timely solutions.

This hybrid role requires you to be flexible with weekend shifts, a passion for customer service, and the ability to work both in a team and on your own initiative. Training and progression opportunities are available.

Qualifications

• Experience delivering exceptional customer service in a busy contact centre.
• Ability to handle a high volume of calls daily and manage multiple channels (phone, chat, email).
• Strong verbal communication and teamwork skills.

Responsibilities

• Handle inbound calls, proactive outbound calls, chat and emails.
• Ensure rapid responses to keep Costa Express machines running and customers satisfied.
• Be the first point of contact for machine or stock enquiries.
• Own customer queries through to resolution with first-time fix where possible.
• Build strong relationships to foster cross-department collaboration.
• Maintain high standards of service and meet KPIs.

Skills

Customer service

Inbound calls

Outbound calls

Multi-channel support

Job description

Contact Centre Support Assistant - From £32,800 per annum - 12 Month FTC - Away From Home

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 busy and varied roles are a great opportunity to harness your customer service skills, whilst learning about our Costa professional machines and technology.

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 Contact Centre 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 perks here: https://bit.ly/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 Contact Centre 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:

• You will be part of the team responsible for the smooth running of Costa Express Operations, ensuring we support our major customers with expert knowledge and guidance.
• Answering inbound calls, making pro-active outbound calls, as well as answering chat and emails
• Provide timely response to ensure we keep our machines running and selling more cups of great coffee, to more people, each day
• Be the first point of contact for any machine or stock enquiries
• Take ownership of customers queries through to resolution and aim for a first time resolution
• Build strong relationships to foster exceptional collaboration between Costa colleagues and departments

Who you are

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

• A passion and ability to put our customers at the heart of what you do. You’ll need to show us that you know how to deliver exceptional customer service, asking the right questions, to find the right solution.
• Experience working within a busy contact centre environment responding to a high number of calls each day
• Exceptional verbal communication skills, you will be talking to our customers daily
• To enjoy being part of a team but also have the desire and ability to work on your own initiative
• Motivated by working to deadlines and KPI’s
• Inquisitive and solutions oriented
• The ability to be flexible across tasks and time if required

Location: Hybrid working – must be able to come to our Loudwater Head Office a minimum of 3 days per week. This role will also involve shift work – working a pattern which involves weekend working

For any reasonable adjustments and general queries, please get in touch with [e-mail]