Hybrid Multichannel Customer Experience 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

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.