Customer Service Advisor

As a great Customer Service Advisor you will have a genuine passion for people and provide a world-class consumer experience to Costa consumers. We’re not looking for bags of experience, just a can-do attitude and willingness to learn.

A bit about us...
Here at Costa Coffee, our vision is to inspire the world to love great coffee. We’re all about passion, energy and teamwork to serve uplifting moments to coffee fans globally. From our humble beginnings in 1971, we’re now the UK’s most loved coffee Brand. With the help of our Partners and the Coca Cola system our growth ambitions have no limits. Along with our much-loved Stores, we now have propositions spanning Ready-to-Drink, Costa Express, FMCG and our leading B2B networks. Costa are pioneering the future of the coffee industry.

A bit about the role...
Working as part of a team of up to 12 Advisors to achieve and exceed SLA’s and KPI’s in order to maximise the consumer experience. Make sure time is maximised efficiently to achieve productivity and metrics targets having brand knowledge and resolution competence across all platforms

• Responsible for incoming calls
• Able to identify the correct recovery process for all different types of channel contacts. Use the systems and tools available to prevent escalated complaints
• Recover Social Media complaints and queries
• Work closely with UK retail Op’s teams and partners in resolving customer complaints
• Able to deal with accidents or NSF complaints as well as able to deal with nutritional/allergen queries

A bit about you…
We want all our Team Members to thrive and to grow here at Costa, this is why our values are so important to us, Passion, Courage, Trust, Warmth. Along with an ability to work with diverse teams we would look for you to bring the following to this role:

• Strong understanding of Service Recovery Methods in consumer recovery
• Champions Costa’s values of passion, trust, warmth and courage
• Ability to remain calm and have a pro-active approach to problem solving
• Strong Interpersonal Skills
• Good IT literacy

What we can offer...
We are on a growth journey like no other; more countries, more propositions, more opportunities for you to develop your career and work with some great teams. In addition, you’ll benefit from

• BUPA Healthcare
• Costa Pension Scheme - Bonus Scheme - 25% staff discount, including endless free coffee onsite at support office - 33 days Holidays (inclusive Bank Holidays)

Location: Remote - Home Working
Shift Pattern: 35 hours a week Monday – Friday plus 1 in 5 working weekend

Costa Coffee is made up of true experts, masters of their craft stretching their limits to what’s possible. It’s why we work so well remotely. We trust our teams and embrace technology to help us collaborate. And if needed, we have offices all over the world for those important connection points. Our remote working allows you to balance your work and personal life, while retaining Costa’s much-loved warmth and passion.

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