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- Tasks: Provide top-notch customer support and resolve queries for Costa's corporate customers.
- Company: Join Costa Coffee, a global brand reimagining coffee experiences.
- Benefits: Enjoy competitive salary, discounts, private healthcare, and a smart pension plan.
- Why this job: Make a real impact while developing your skills in a dynamic environment.
- Qualifications: Customer service experience and excellent communication skills are essential.
- Other info: Hybrid working with opportunities for career growth and community involvement.
The predicted salary is between 24000 - 33600 £ per year.
Contact Centre Support Advisor - From £30,400 per annum - 12 Month Fixed Term Contract - AFH
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 busy and varied roles are a great opportunity to harness your customer service skills, whilst learning about our Costa professional machines and technology.
Our teams make a difference. Whether that’s working on new tech for the perfect pour, helping our teams grow, creating award-winning campaigns, crunching the numbers, or developing the latest exciting menu item; 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 fantastic community agenda come in. Whatever your role, you can help us change lives in coffee growing communities, and help your local community too.
We also want to help you grow in your career through amazing experiences, our apprenticeship scheme, and development programmes. At Costa, you can go beyond the day-to-day.
And as a Contact Centre Advisor, there’s never been a better time to join.
So, 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 pretty brilliant perks to sweeten the deal:
- Own a piece of Costa’s success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP)
- A smart pension that saves you money on tax and national insurance, and matches your contributions up to 10%
- The Costa Financial Support Fund, supporting team members who find themselves in unexpected financial pressure
- 50% discount in all Costa-owned stores, and 25% off in other participating stores
- Private medical cover thanks to our Private Healthcare scheme
We’re passionate about being a great place to work, where you can bring your unique self into our mix. We firmly support diversity, equity and inclusion, and continue to work with our teams to shape the future of 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 so much more than bringing our coffee to the world. It’s your chance to stir up real success - which means you’ll be:
- Part of the team responsible for the smooth running of Costa Express Operations, ensuring we support our major customers with expert knowledge and guidance.
- Answering inbound calls, making pro-active outbound calls, as well as answering chat and emails
- Providing timely response to ensure we keep our machines running and selling more cups of great coffee, to more people, each day
- Be the first point of contact for any machine or stock enquiries
- Take ownership of customers queries through to resolution and aim for a first time resolution
- Build strong relationships to foster exceptional collaboration between Costa colleagues and departments
Who you are
It’s your unique ingredients we’re interested in:
- A passion and ability to put our customers at the heart of what you do. You’ll need to show us that you know how to deliver exceptional customer service, asking the right questions, to find the right solution.
- Experience working within a busy contact centre environment responding to a high number of calls each day
- Exceptional verbal communication skills, you will be talking to our customers daily
- To enjoy being part of a team but also have the desire and ability to work on your own initiative
- Motivated by working to deadlines and KPI’s
- Inquisitive and solutions oriented
- The ability to be flexible across tasks and time if required
Location: Hybrid working – must be able to come to our Loudwater Head Office a minimum of 3 days per week. This role will also involve shift work – working a pattern which involves weekend working.
For any reasonable adjustments and general queries, please get in touch with costa.recruitment@costacoffee.com
Contact Centre Advisor employer: Costa Limited
Contact Detail:
Costa Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Advisor
✨Tip Number 1
Get to know the company! Before your interview, dive into Costa Coffee's values and mission. This will help you connect your own experiences with what they stand for, showing that you're not just another candidate but someone who truly gets their vibe.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how you can showcase your customer service skills and your ability to handle busy environments, just like the ones you'll face as a Contact Centre Advisor.
✨Tip Number 3
Be ready to share your stories! Think of specific examples from your past work where you’ve gone above and beyond for customers. This will help you demonstrate your passion for exceptional service, which is key for this role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows you’re genuinely interested in the role and helps keep you top of mind.
We think you need these skills to ace Contact Centre Advisor
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let us see your enthusiasm for delivering exceptional customer service. Share specific examples of how you've gone above and beyond for customers in the past – we love to hear about your experiences!
Tailor Your Application: Make sure to customise your application to highlight the skills and experiences that align with the Contact Centre Advisor role. Use keywords from the job description to show us you understand what we're looking for.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Make it easy for us to see why you're a great fit for the team!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Costa Limited
✨Know Your Coffee
Familiarise yourself with Costa's products and services, especially the professional machines you'll be supporting. This knowledge will not only impress your interviewers but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you delivered exceptional customer service. Highlight how you resolved issues and built relationships, as this is key for a Contact Centre Advisor.
✨Practice Your Communication
Since you'll be communicating with customers daily, practice clear and concise verbal communication. Consider doing mock interviews or speaking exercises to enhance your confidence and clarity.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think of situations where you had to think on your feet and how you handled them, as this will demonstrate your ability to thrive in a busy contact centre environment.
