Customer Service Advisor

Costa Coffee; St Albans; Hybrid; GBP 23,000 - 26,000; Full time

Benefits offered by this job

Share Investment Plan (SIP)

Annual discretionary bonus

Pension with employer contributions

Costa Financial Support Fund

Staff discount 50%

Discount in partner stores 25%

Private medical cover

Job summary

Costa Coffee is seeking a Customer Services Advisor to deliver world-class experiences across calls, email, social media and live chat. You’ll navigate multi-channel inquiries, resolve queries with brand knowledge, and contribute to a 7-day operation in a hybrid environment.

You’ll join a team focused on high service standards, with flexible shifts, weekends, and opportunities to grow within Costa’s apprenticeship and development programmes.

Qualifications

• Previous contact centre experience with a strong understanding of service recovery, confident handling challenging situations and turning customer feedback into positive outcomes.
• A natural communicator with excellent written and verbal skills, able to show empathy, use the right tone, and build rapport across multiple channels.
• Calm, proactive, and solutions-focused, with the ability to problem-solve effectively and make sound decisions in a fast-paced environment.
• Digitally confident with good IT skills, able to navigate CRM systems and quickly learn new tools, processes, and initiatives.
• A self-motivated team player who lives the brand values of passion, trust, warmth, and courage, and can collaborate and influence others to deliver the best customer experience.

Responsibilities

• Deliver exceptional customer experiences by handling calls, emails, live chat, and social media enquiries, resolving queries quickly and professionally at first point of contact.
• Take ownership of customer issues from start to finish, using CRM systems and tools to investigate, resolve, and record cases in line with service standards and performance targets.
• Confidently manage a wide range of queries, from everyday questions to complex complaints, applying the right judgement, tone, and goodwill gestures to turn customers into loyal advocates.
• Work collaboratively with internal teams and partners to investigate and resolve issues, ensuring the best possible outcome for every customer.
• Thrive in a fast-paced, multi-channel environment, balancing multiple conversations at once while adapting to new processes, campaigns, and business initiatives.

Skills

Customer service

Communication

Problem-solving

IT literacy

Tools

CRM systems

Job description

At Costa Coffee, we’re on a mission to reimagine coffee experiences across the globe. From bustling cities to local communities, we’re creating meaningful coffee moments, powered by innovation and driven by purpose.

Join our team as a Customer Services Advisor and deliver a world-class experience to every Costa customer across multiple channels, including calls, email, social media, and live chat. You’ll play a key role in achieving and exceeding performance targets while using your brand knowledge to resolve queries efficiently and effectively. This is a fast-paced, flexible role within a 7-day operation, offering varied shifts and the opportunity to make a real impact on customer satisfaction.

We value curiosity, inclusivity, and a problem-solving mindset. If you thrive in a fast-paced, global environment and are excited to make a meaningful impact, we encourage you to apply.

With inspiring experiences, development programmes, and our apprenticeship scheme, your career can grow far beyond the day-to-day.

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:

• Deliver exceptional customer experiences by handling calls, emails, live chat, and social media enquiries, resolving queries quickly and professionally at first point of contact.
• Take ownership of customer issues from start to finish, using CRM systems and tools to investigate, resolve, and record cases in line with service standards and performance targets.
• Confidently manage a wide range of queries, from everyday questions to complex complaints, applying the right judgement, tone, and goodwill gestures to turn customers into loyal advocates.
• Work collaboratively with internal teams and partners to investigate and resolve issues, ensuring the best possible outcome for every customer.
• Thrive in a fast-paced, multi-channel environment, balancing multiple conversations at once while adapting to new processes, campaigns, and business initiatives.

Who you are

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

• Previous contact centre experience with a strong understanding of service recovery, confident handling challenging situations and turning customer feedback into positive outcomes.
• A natural communicator with excellent written and verbal skills, able to show empathy, use the right tone, and build rapport across multiple channels.
• Calm, proactive, and solutions-focused, with the ability to problem-solve effectively and make sound decisions in a fast-paced environment.
• Digitally confident with good IT skills, able to navigate CRM systems and quickly learn new tools, processes, and initiatives.
• A self-motivated team player who lives the brand values of passion, trust, warmth, and courage, and can collaborate and influence others to deliver the best customer experience.

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 brilliant perks to sweeten the deal. We work in a hybrid environment, giving us the flexibility to balance life while still spending meaningful time together and building strong connections:

• Own a piece of Costa’s success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP)
• An annual discretionary bonus scheme, based on business results and individual contribution.
• 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

Location - Where you’ll work:

Right now, our Support Centre teams work flexibly, blending home working with in-person time whenever it matters most – whether that’s a team moment, a creative session, or simply coming together to share ideas.

We’re excited to be moving into a new home for our brand in St Albans in January 2027 – an inspiring space from which our Support Centre teams will work three days a week to connect and collaborate in-person to bring our bold ambition to life.

Please note this role will require flexibility and covering weekends, currently one in 7 weekends and occasional evening shifts to cover holiday/sickness on Social Media until 9pm – your day shift would reflect this late night working

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