Senior Support Agent Fixed Term Contract

Hotel Chocolat; Royston; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

50% off Hotel Chocolat products

70% off Rabot Estate stays (Saint Luci

Company benefits

Job summary

Hotel Chocolat is seeking a confident Senior Support colleague to join the Brand Centre team in Royston. You will lead by example, support Customer Experience Advisors and Team Leaders, and help deliver the 100% Happiness experience across in-house and outsourced partners.

The role involves coaching, quality assessment, and managing escalated queries across Telephone & Email, EComms and Order Processing, including weekend shifts during peak seasons.

Qualifications

• Proven experience in a customer service or contact centre environment.
• Excellent written and verbal communication skills with confidence to engage with colleagues at all levels.
• Results-driven with ability to meet and exceed KPIs while maintaining high standards of customer care.
• Natural problem solver who can own and resolve customer issues.
• Willingness to coach, mentor and support development of colleagues.
• Good working knowledge of MS Office applications (SharePoint, Excel, Word, Outlook).

Responsibilities

• Lead by example, act as a role model and deputise for Team Leaders when needed.
• Support and develop others, share knowledge and empower Advisors.
• Conduct coaching and mentoring, provide feedback and 1:1 sessions.
• Drive performance by monitoring KPIs and improving service levels.
• Own escalated customer and B2B queries and coordinate with other teams.
• Prioritise workloads and support seasonal recruitment and peak periods.
• Ensure processes are followed and GDPR compliance is maintained.

Skills

Customer service experience

Leadership

Coaching & mentoring

Performance management

Problem solving

Communication skills

MS Office Suite

Tools

SharePoint

Excel

Word

Outlook

Job description

As we continue our mission to make people and nature happy through re-inventing chocolate, we're looking for a confident and motivated Senior Support colleague to join our Brand Centre team at Mint House, Royston.

This is a fantastic opportunity for an experienced customer service professional who is ready to take the next step in their career, sharing their knowledge, developing others and helping to deliver exceptional customer experiences.

As a Senior Support, you'll play a pivotal role in the smooth running of our Brand Centre, supporting our Customer Experience Advisors and Team Leaders across both our in‑house operation and outsourced partners. Leading by example, you'll be a trusted point of contact for colleagues, helping to resolve queries, improve performance and ensure every customer receives the 100% Happiness experience we're known for.

This is a multi‑skilled role, with opportunities to work across Telephone & Email, EComms or Order Processing. You'll also help lead the team during evening and weekend shifts, stepping up in the absence of a Team Leader and supporting the wider operation, particularly during our seasonal peaks.

What you’ll be doing

• Leading by example: Acting as a role model for the team, setting high standards of behaviour and performance and deputising for Team Leaders when required.
• Supporting and developing others: Sharing your customer service knowledge and experience, answering colleague queries and empowering our Customer Experience Advisors to deliver the right solutions for our customers.
• Coaching and mentoring: Carrying out quality assessments, providing constructive feedback and delivering 1:1 and side‑by‑side coaching to help colleagues develop their skills and achieve their potential.
• Driving performance: Working towards individual and team KPIs, monitoring performance and identifying opportunities to improve service levels, quality and efficiency.
• Resolving customer issues: Taking ownership of escalated customer and B2B queries, using your initiative to find solutions and working collaboratively with other teams across the business.
• Keeping things moving: Prioritising and allocating workloads, supporting colleagues across different areas of the Brand Centre and ensuring the right tasks receive attention at the right time.
• Supporting seasonal recruitment: Helping deliver induction training for new starters and, during peak periods, leading a pod of seasonal colleagues, providing day‑to‑day guidance, coaching and performance support.
• Maintaining high standards: Ensuring processes are followed, supporting GDPR compliance and looking for opportunities to challenge and improve the way we work.

Telephone & Email

You'll work closely with our outsourced Overflow Partners, ensuring they represent Hotel Chocolat to the same exceptional standard as our in‑house team. You'll help coordinate the transfer and prioritisation of calls, emails and Live Chat, ensuring we deliver consistent customer experiences and achieve our service levels.

EComms

You'll take the lead in managing customer interactions across social media, Trustpilot and website review platforms. Using an exceptional understanding of our brand voice, you'll engage with customers publicly and privately, working alongside our Marketing team to identify opportunities to build brand engagement and join wider conversations.

Order Processing

You'll work closely with our Despatch and Regional Supply Planning teams to ensure customer orders are processed accurately and dispatched on time. You'll manage stock‑related queries, B2B orders, quotes and invoicing, alongside reporting, reconciliations and the monitoring of potential fraudulent activity to protect both our customers and the business.

What we’re looking for

• Proven experience in a customer service or contact centre environment, with a track record of delivering excellent service and achieving performance targets.
• Excellent written and verbal communication skills, with the confidence to engage with customers and colleagues at all levels.
• A results‑driven approach, with the ability to meet and exceed KPIs while maintaining exceptional standards of customer care.
• A natural problem solver who can take ownership of customer issues and find appropriate resolutions.
• The confidence to share knowledge, support colleagues and challenge existing processes to identify better ways of working.
• Good working knowledge of Microsoft Office, including SharePoint, Excel, Word and Outlook.

It would be great if you also have:

• Experience coaching, mentoring or supporting the development of colleagues.
• Knowledge of contact centre systems such as Elucid and Vocalcom.
• An understanding of contact centre compliance, particularly GDPR and the importance of protecting customer information.

A little about us

Hotel Chocolat is a British chocolatier with a passion for authentic, high‑quality chocolate and a more progressive approach to the industry. From our chocolate‑making roots to our retail stores, digital channels and global experiences, we’re always looking for new ways to bring people closer to cacao.

Our Brand Centre plays a vital role in bringing that experience to life, making sure every interaction reflects the quality, personality and care behind our brand.

What's in it for you?

• 50% off Hotel Chocolat products – because great chocolate should be enjoyed.
• 70% off stays at our Rabot Estate hideaway in Saint Lucia for you and your guests.
• A range of additional company benefits.
• The opportunity to develop your leadership and coaching skills within a growing, multi‑channel customer experience team.

If you're passionate about customer experience, enjoy supporting and developing others and are ready to make a bigger impact, we'd love to hear from you.