Contact Centre Advisor

Contact Centre Advisor - Loudwater - Permanent

As a great Contact Centre Advisor you will have a genuine passion for people and delivering excellent customer service to every customer, as well as the desire to learn and be the best you can be. We’re not looking for bags of experience, just a can-do attitude and willingness to learn.

A bit about us...
We’re Costa Coffee, masters of our craft since 1971 when the Costa brothers opened their first Roastery in London. A lot has changed since then. You may know us as the UK’s leading coffee Brand, but we can now be found in over 40 countries across EMENA, APAC and Americas. We’re on a mission like no other as we inspire the world to love great coffee. This is all supported by being part of The Coca-Cola Company.

Along with our leading Retail formats, it’s our ground-breaking FMCG offering and Costa X on-the-go propositions, that help us serve our B2B partners across the globe. And as for coffee technology, we’re quite simply trailblazing the industry. Here at Costa, it’s about doing a great job alongside brilliant people who share a passion for growth. And we promise, we’ll always make sure you’re loving your craft.

A bit about the role...
- Help to keep our machines running and selling more cups of great coffee, to more people, each day
- Be the first point of contact to our sites if they have any machine or stock enquiries
- Take ownership of customers queries through to resolution and always try to fix first time
- Build strong communication links between various Costa Express colleagues and departments

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:

- The 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.
- Exceptional verbal communication skills, you will be talking to our customers daily
- To enjoy being part of a team but also have the drive to work on your own initiative
- To be computer literate
- To be comfortable working to deadlines and KPI’s
- The ability to be flexible across tasks and time if required

What we can offer...
We’re on a growth journey like no other; more countries, more propositions, and opportunities to stretch your skills alongside our warm people, so we want you to feel valued and rewarded with, great perks and benefits:

- BUPA Healthcare and Babylon GP
- Costa Pension Scheme
- Bonus Scheme
- Group Income Protection and Life Assurance
- 50% staff discount in our equity stores, 25% staff discount in franchise stores
- Access to The Coca-Cola Company Share Incentive Plan
- 25 days Holidays

Our training...
We believe in developing and investing in talent As we continue on our journey of growth, it is important to us that we invest in our Field Service Engineers. Our City & Guild Assured training programme has been developed to help you reach your full potential. At Express we want you to have the desire to continuously improve, striving to ensure that tomorrow we are better than today.
We have a world class academy, and we deliver a 6 month program that showcases all of our fleet and immerses you in our Brand. Over your first 6 weeks, you will join our Technical Trainers and receive in depth training encompassing: servicing & maintaining our fleet, fault finding using your technical knowledge, and full training on how to use your IT equipment. You will be supported and coached by our champions in the field to embed your learning, build your confidence and you will have access to our digital platform that will support you day to day Our training programme meets the global quality standards set by City & Guilds and enables continuous improvement.
Over the 6 months you will have received all your modular training, be confident and understand our technical documents, completed your Electrical Safety Training and be able to deliver the perfect coffee on every visit.

**Working pattern**: 37,5 hours a week, 1 / 3 weekends
**Location**: Hybrid, Loudwater
Costa Coffee is made up of true experts and masters of their craft who stretch 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 culture.

**DE&I Statement**:
At the heart of Costa Coffee are our values. We believe in Passion, Warmth, Courage and Trust. You will be part of a genuine and committed team that shares the love for coffee and a desire to deliver great experiences to our customers, committed and people.