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- Tasks: Support Costa Express Operations and provide expert customer guidance.
- Company: Join Costa Coffee, a global brand reimagining coffee experiences in over 50 countries.
- Benefits: Enjoy perks like a share ownership plan, pension contributions, and discounts at Costa stores.
- Why this job: Make a difference in communities while growing your career in a supportive environment.
- Qualifications: Passion for customer service, experience in a contact centre, and strong communication skills required.
- Other info: Hybrid working with flexible schedules; must attend the Loudwater office at least 3 days a week.
The predicted salary is between 24000 - 36000 £ per year.
At Costa Coffee, we are what we craft. We’re reimagining coffee experiences in over 50 countries and counting, as a key part of the Coca-Cola System. Whether you get your coffee in a store, from a machine, at home, or on the go – we’ve got you covered.
As a Contact Centre Advisor, you will join our talented team in Loudwater who deliver first-class customer support to our Corporate Customers. These roles are a great opportunity to harness your customer service skills, while learning about our Costa professional machines and technology. Our teams make a difference—whether working on new tech for the perfect pour, helping our teams grow, creating award-winning campaigns, crunching the numbers, or developing new menu items; together, we stir up success.
We may be a global brand, but we haven’t forgotten our roots. That’s where the Costa Foundation and our community initiatives come in. Whatever your role, you can help us change lives in coffee-growing communities and support your local community too. We also want to help you grow in your career through experiences, our apprenticeship scheme, and development programs. At Costa, you can go beyond the day-to-day.
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 great perks:
- Own a piece of Costa’s success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP)
- A pension that saves you money on tax and national insurance, with contributions matched up to 10%
- The Costa Financial Support Fund for team members facing unexpected financial pressures
- 50% discount in all Costa-owned stores, and 25% off in other participating stores
- Private medical cover via our Healthcare scheme
We’re passionate about being a great place to work, where you can bring your authentic self. We support diversity, equity, and inclusion, and continue to shape our culture and values: Disciplined to Deliver, Passion for Progress, Win with Warmth, Courage to Challenge, and Trusted Team Players.
What you’ll do:
Being a Contact Centre Advisor is about more than bringing our coffee to the world. It’s your chance to stir up success—your responsibilities will include:
- Supporting Costa Express Operations to ensure smooth running, providing expert guidance to major customers
- Answering inbound calls, making proactive outbound calls, and responding to chat and emails
- Ensuring timely responses to keep machines operational and sales growing
- Handling machine or stock inquiries as the first point of contact
- Owning customer queries through to resolution, aiming for first-time resolution
- Building strong relationships to foster collaboration across departments
Who you are:
We’re interested in your unique qualities:
- A passion for delivering exceptional customer service, with the ability to ask the right questions and find solutions
- Experience in a busy contact center responding to high call volumes
- Excellent verbal communication skills
- A team player who can also work independently
- Strong computer literacy
- Motivated by deadlines and KPIs
- Inquisitive and solutions-oriented
- Flexible across tasks and schedules if needed
Location: Hybrid working—must be able to attend our Loudwater Head Office at least 3 days a week. The role involves shift work, including weekends.
Contact Centre Advisor employer: Costa Coffee
Contact Detail:
Costa Coffee Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Advisor
✨Tip Number 1
Familiarise yourself with Costa Coffee's products and services, especially their professional machines. This knowledge will not only help you answer customer queries effectively but also demonstrate your genuine interest in the role during any discussions.
✨Tip Number 2
Practice your verbal communication skills by engaging in mock calls or role-playing scenarios. This will prepare you for the high call volumes expected in the contact centre and help you articulate your thoughts clearly when speaking with customers.
✨Tip Number 3
Showcase your ability to work under pressure by sharing examples from previous experiences where you successfully managed multiple tasks or met tight deadlines. This will highlight your suitability for a fast-paced environment like the contact centre.
✨Tip Number 4
Network with current or former employees of Costa Coffee on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying for the Contact Centre Advisor position.
We think you need these skills to ace Contact Centre Advisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Contact Centre Advisor. Tailor your application to highlight relevant experiences that align with these expectations.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your customer service experience, particularly in contact centres. Use bullet points to make it easy to read and focus on achievements that demonstrate your ability to meet KPIs and deliver exceptional service.
Write a Strong Cover Letter: In your cover letter, express your passion for customer service and how your skills can contribute to Costa Coffee's success. Mention specific examples from your past roles that showcase your problem-solving abilities and teamwork.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at Costa Coffee
✨Show Your Customer Service Passion
Make sure to express your enthusiasm for delivering exceptional customer service. Share specific examples from your past experiences where you went above and beyond to help a customer, as this aligns perfectly with what Costa Coffee values.
✨Demonstrate Communication Skills
Since excellent verbal communication is key for a Contact Centre Advisor, practice articulating your thoughts clearly. You might want to prepare answers to common interview questions and rehearse them to ensure you sound confident and coherent.
✨Familiarise Yourself with Costa's Products
Take some time to learn about Costa's coffee machines and products. Being knowledgeable about what you’ll be supporting will not only impress the interviewers but also show your genuine interest in the role and the company.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think of situations where you had to handle difficult customers or resolve issues quickly, and be ready to explain your thought process and actions taken.
