Customer Services Advisor

Costa Limited; St Albans; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Share Investment Plan (SIP)

Annual discretionary bonus

Pension with company match up to 10%

Costa Financial Support Fund

Costa discounts

Job summary

Costa Limited in St Albans is hiring a Customer Services Advisor (Permanent) to deliver a world-class multichannel customer experience across calls, email, social media and live chat. You will handle queries, resolve issues at first point of contact and work towards performance targets in a fast-paced, 7-day operation.

This hybrid role includes weekend coverage and perks such as SIP share ownership, an annual discretionary bonus, a strong pension and staff discounts.

Qualifications

• Previous contact centre experience with a strong understanding of service recovery.
• Natural communicator with excellent written and verbal skills.
• Calm, proactive and solutions-focused in a fast-paced environment.
• Digitally confident with good IT skills and CRM navigation.
• Self-motivated team player who embodies brand values.

Responsibilities

• Deliver exceptional customer experiences by handling calls, emails, live chat, and social media inquiries with first-point resolution.
• Take ownership of customer issues from start to finish using CRM tools to investigate, resolve and record cases.
• Confidently manage a wide range of queries and apply appropriate judgement and goodwill gestures.
• Collaborate with internal teams to investigate and resolve issues for the best customer outcomes.
• Thrive in a multi-channel, fast-paced environment while adapting to new processes and campaigns.

Job description

Job Description

Customer Services Advisor - Permanent

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.

JoinourteamasaCustomerServicesAdvisor 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 encourageyou to apply.

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

Whatyou’lldo

BeingaCustomerServiceAdvisorisaboutsomuchmorethanbringingourcoffeetotheworld.It’syourchancetostiruprealsuccess-whichmeansyou’llbe:

• 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.

Whoyouare

• 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,andsolutions-focused,withtheabilitytoproblem-solveeffectivelyandmakesounddecisionsinafast-pacedenvironment.
• 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,whyCosta?

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:

• OwnapieceofCosta’ssuccessbybecomingashareownerinCoca-ColawithourShareInvestmentPlan(SIP)
• An annual discretionary bonus scheme, based on business results and individual contribution.
• Asmartpensionthatsavesyoumoneyontaxandnationalinsurance,andmatchesyourcontributionsupto10%
• TheCostaFinancialSupportFund,supportingteammemberswhofindthemselvesinunexpectedfinancialpressure
• 50%discountinallCosta-ownedstores,and25%offinotherparticipatingstores

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’reexcitedtobemovingintoanewhomeforourbrandinSt 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 [e-mail]