Customer Care Advisor

Greggs; Newcastle upon Tyne; On-site; GBP 12,000 - 15,000; Part time

Benefits offered by this job

Colleague discount

Pension scheme

Profit share

Share save schemes

Career progression

Employee Assistance Programme

Digital gift card discounts

In-store and online coupons

Job summary

Greggs is hiring a Customer Care Advisor in Newcastle Upon Tyne for a part-time 21-hour week role at Greggs House, Quorum Business Park. You’ll handle social media responses, emails, and calls, ensuring a high standard of customer care and using feedback to improve service.

You’ll work within 7am-9pm (Mon-Fri) and 8am-5pm (Sat-Sun), with benefits including annual leave, pension, and employee perks, aiming to deliver exceptional customer experiences.

Qualifications

• Experience delivering excellent customer service.
• Ability to work under pressure and fast-paced.
• Excellent written and verbal communication.
• Professional and polite telephone manner.
• Experience with complaints resolution preferred.

Responsibilities

• Respond to customers on social media platforms.
• Handle customer emails and phone calls.
• Respond to live-chat queries.
• Utilize feedback to improve customer experience.
• Support Greggs Rewards app issues with developers.
• Work within 7am-9pm Mon-Fri and 8am-5pm Sat-Sun shifts.

Skills

Customer service

Communication skills

Microsoft Excel

PowerPoint

Microsoft Word

Teams

SharePoint

Microsoft 365

Tools

Excel

Word

PowerPoint

SharePoint

Outlook

Teams

MS 365

Job description

The following content displays a map of the jobs location - Newcastle Upon Tyne

21 hours per week,3 x 7 hour shifts, to include weekends - either full weekends or rotational weekends

Up to £24,125 per annum, pro rata

Contract Hours:

21 (6 months FTC)

Location:

Newcastle Upon Tyne

Closing Date:

13/10/2026

Job Category:

Head Office

Region / Site:

Head Office

Business Unit:

Retail

Vacancy Information

We have a fantastic opportunity to join the Customer Care team at Greggs as a Customer Care Advisor.

We can offer you:

• 21 days (4.2 weeks) annual leave, pro-rated, increasing with service, plus bank holidays and 1 additional floating day
• Colleague discount, up to 50% off our own-produced products
• Pension scheme with matching employer contributions up to 7%
• Free hot drinks while on a shift break
• Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our colleagues whohave at least 6-month service, or more, each year
• Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits
• Career progression and learning and development
• Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-relatedand wellbeing issues, 24 hours a day, 365daysa year. Including a mobile app providing a range of wellness content on physical, mental, social,andfinancial wellbeing
• Perks and savings, such as digital gift card discounts, online cashback, in-store and online couponsand lifestyle offers
• A company who cares about our communities; the environment and being a better business!
• Colleague Networks – internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, andprovide support to one another

About the role

• This is a part-time role (16 hours per week)
• The base location for this role is Greggs House, Quorum Business Park, Newcastle Upon Tyne, NE12 8BU

What you'll do

As a Customer Care Advisor, you will:

Respond to customers publicly and privately on social media platforms such as Facebook, Twitter and Instagram

Respond to customer emails

Respond to customerphone calls

Respond to customers via live-chat

Deal with a wide range of customer feedback and use it to continually improve our customer experience

Be thefirst point of contact for customers that use our Greggs Rewards app, helping to support them through any issues in the first instance before passing through to our App Developers for further investigation

Our Customer Care team are available for customer contact via phone, email, social and through our website between 7am-9pm Monday-Friday, 8am-5pm Saturday-Sunday – therefore it’s important that you’re available to work within these times

About you

You will fit right into this role if you can demonstrate:

A passion for and a track record in delivering the Best Customer Service

Great attention to detail whilst working at pace and the ability to work under pressure

Excellent written and verbal communication skills

A professional and polite telephone manner

Computer literate – with good knowledge of Excel, Word and PowerPoint

The ability to deliver creative solutions to problem solving

IT skills including Microsoft 365; SharePoint, Word, Excel, Outlook, PowerPoint, and Teams

Previous experience of complaints resolution, is desirable

Enjoying being part of a hard-working team, sharing the same end goal, and celebrating results together

Are supportive of an inclusive culture – recognising and valuing that difference is good

Want to develop and are ready to work alongside some great people and have lots of fun on your Greggs journey!

About Greggs

Here at Greggs, we love what we do, and we have fun! What makes us so special is our culture - how we behave and support each other. Everyone's welcome at Greggs. Whatever their background, preferences or beliefs we want all of our colleagues to feel welcome and able to be themselves at work. You can read more about us here: Greggs Careers | About Greggs.