Multichannel Customer Experience Advisor (Hybrid)

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

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.