Customer Experience Advisor in Royston

Number of Positions: 25

Contract Type: Fixed Term Contract

Working Hours: 40

Location: Mint House

Job Category: Contact Centre

Country: UK

Region Division: Commercial

Job Introduction

Customer Experience Advisor – (Head Office) Hotel Chocolat | Mint House, Royston | Fixed-Term Contract (3–6 months)

Love chocolate? Love people? Curious about what happens behind the scenes at one of the UK's most loved premium brands? At Hotel Chocolat, we believe every conversation has the power to make someone's day a little brighter. Whether it's helping a customer choose the perfect gift, solving a problem with care or sharing your knowledge about our latest collection, every interaction is an opportunity to create a memorable experience.

We're looking for Customer Experience Advisors to join our Head Office team in Royston, Hertfordshire. This is far more than a customer service role. As the voice of Hotel Chocolat, you'll receive an immersive two-week training programme, become a genuine Hotel Chocolat Chocolate Expert, and gain a unique insight into how one of the UK's most loved premium retailers brings its products, people and customer experience together.

Based at the heart of our Head Office, you'll work alongside teams across Marketing, Retail, Supply Chain, Distribution and Operations, giving you a real understanding of how a successful multi-channel business operates. Many of our colleagues describe this as the role where they learned how the whole business works. By understanding our customers, our products and our brand, you'll develop commercially valuable skills that will stay with you throughout your career. Few entry-level roles offer this level of exposure to a premium retail brand.

From day one, you'll build commercial awareness while developing exceptional communication, analytical and problem-solving skills in a supportive and collaborative environment. These roles are offered on an initial 3–6 month fixed-term contract, supporting Hotel Chocolat through our exciting seasonal peaks. While these opportunities are fixed term, they provide an excellent chance to gain valuable Head Office experience with one of the UK's most loved premium brands. Many of our colleagues have gone on to secure extended contracts or permanent opportunities across the business, with future opportunities based on business needs and individual performance.

What you'll love about working here

• Our comprehensive two-week paid induction is unlike anything you'd expect from a customer experience role. You'll discover the fascinating story behind Hotel Chocolat, learn about cacao and chocolate production, explore our seasonal collections and bestselling products, master our systems and develop the knowledge and confidence to become the trusted expert our customers rely on.
• Experience Head Office from the inside. Because our Brand Centre sits at the heart of Head Office, you'll gain exposure to teams across Marketing, Retail, Supply Chain, Distribution and Operations, giving you a unique understanding of how every part of the business contributes to delivering an exceptional customer experience.
• Customer experience, not sales. There are no outbound calls and no sales targets. Instead, you'll focus on listening, understanding what customers need and helping them find the perfect products using your expert knowledge and genuine enthusiasm for the brand.
• Develop skills you wouldn’t expect. One of the most interesting aspects of the role is helping protect our customers and our brand. Working alongside specialist colleagues, you'll identify and investigate unusual purchasing activity, recognise buying patterns that may indicate payment fraud and help ensure every genuine customer enjoys a safe and seamless shopping experience. It's a unique opportunity to develop analytical thinking, commercial awareness and confident decision-making.
• Enjoy fantastic benefits. As well as a competitive salary, you'll receive a 70% discount for you and your guests at our beautiful Rabot Estate in Saint Lucia. The opportunity to work with passionate colleagues who genuinely love what they do.

What you'll be doing

• Every day is different. You could be:
• Speaking with customers via phone, email and live chat.
• Helping customers choose the perfect products for birthdays, celebrations and everyday moments.
• Sharing your expert product knowledge to recommend seasonal collections and thoughtful gifts.
• Resolving customer queries with empathy, confidence and care.
• Helping identify unusual purchasing activity to support our fraud prevention processes.
• Delivering outstanding customer satisfaction while meeting service level agreements.
• Maintaining our distinctive Hotel Chocolat tone of voice across every interaction.
• Supporting customer conversations across social media and review platforms when required.
• Working flexibly as part of a shift pattern, including weekends.

You'll thrive in this role if you...

• Love making people happy.
• Are naturally curious and enjoy learning new things.
• Enjoy solving problems and thinking critically.
• Have excellent written and verbal communication skills.
• Enjoy working collaboratively with others.
• Have great attention to detail and enjoy finding solutions.
• Are organised, adaptable and always looking to improve.
• Experience using Microsoft Office.
• Ability to build rapport and inspire confidence through your communication.
• Experience working towards service or performance targets.
• Experience using CRM or customer experience platforms.
• Knowledge of GDPR and handling customer data securely.
• Experience supporting customers through social media.
• Confidence identifying opportunities to improve customer experience and processes.

Who are we?

Everything we do begins with cacao. For over 30 years we've challenged the ordinary, believing that chocolate should be more exciting, more ethical and, above all, more delicious. Today, Hotel Chocolat is one of the UK's most loved premium chocolate brands, with an award‑winning range of chocolates, gifts, cafés, our pioneering Velvetiser™ and over 140 stores across the UK. We're passionate about creating remarkable experiences—not just for our customers, but for our colleagues too. We believe the best ideas come from curious people, diverse perspectives and teams who genuinely care about what they do. If you're looking for a role where you'll learn, grow, become a genuine chocolate expert and represent a brand that's passionate about making people happy, we'd love to hear from you.