At a Glance
- Tasks: Support customers with expert knowledge and ensure smooth operations of Costa Express.
- Company: Join Costa Coffee, a global brand reimagining coffee experiences.
- Benefits: Competitive salary, share ownership, discounts, and private medical cover.
- Other info: Hybrid working with opportunities for personal and professional development.
- Why this job: Make a real impact in customer service while growing your career.
- Qualifications: Experience in a busy contact centre and exceptional communication skills.
The predicted salary is between 26400 - 40160 £ 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 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.
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 Support Assistant employer: Costa Limited
At Costa Coffee, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity, equity, and inclusion. Our Loudwater team not only delivers outstanding customer support but also enjoys numerous benefits, including a share investment plan, generous pension contributions, and private medical cover. With ample opportunities for personal and professional growth through our development programmes and apprenticeship schemes, joining us means becoming part of a community dedicated to making a positive impact both locally and globally.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Support Assistant
✨Tip Number 1
Get to know Costa Coffee inside out! Familiarise yourself with their products, values, and community initiatives. This will not only help you in interviews but also show your genuine interest in the brand.
✨Tip Number 2
Practice your communication skills! As a Contact Centre Support Assistant, you'll be chatting with customers all day. Try role-playing with friends or family to get comfortable with handling different types of queries.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend any Costa events. Building relationships can give you insider tips and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the Costa team. Don’t miss out on this opportunity!
We think you need these skills to ace Contact Centre Support Assistant
Some tips for your application 🫡
Show Your Passion for Coffee:When you write your application, let your love for coffee shine through! Mention any experiences or moments that sparked your interest in the coffee industry. We want to see that you’re not just looking for a job, but that you genuinely care about what we do at Costa.
Highlight Customer Service Skills:Make sure to showcase your customer service experience. Talk about specific situations where you went above and beyond for a customer. We’re all about delivering exceptional service, so let us know how you’ve done that in the past!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to the Contact Centre Support Assistant role. Use keywords from the job description and show us how your skills align with what we’re looking for. It’ll make a big difference!
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 and our amazing perks right 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. Being able to discuss how these machines work and their benefits will show your genuine interest in the role and the company.
✨Customer Service Scenarios
Prepare for situational questions that focus on customer service. Think of examples from your past experiences where you successfully resolved a customer's issue or went above and beyond to help them. This will demonstrate your ability to put customers at the heart of what you do.
✨Communication is Key
Practice your verbal communication skills. Since you'll be handling a high volume of calls, being clear and concise is crucial. Consider doing mock interviews with friends or family to refine your delivery and ensure you come across as friendly and approachable.
✨Show Your Team Spirit
Costa values collaboration, so be ready to discuss how you've worked effectively in a team before. Share specific examples that highlight your ability to build strong relationships and foster exceptional collaboration, as this will resonate well with the interviewers.
