Customer Services Advisor

Customer Service Advisor, Permanent
At Costa Coffee, we’re on a mission to reimagine coffee experiences across the globe. From bustling cities to local communities, we’re creating meaningful coffee moments, powered by innovation and driven by purpose.
As a proud part of the Coca-Cola system and working hand in hand with our pioneering partners, we’re in over 50 countries and counting. Whether it's served in-store, from a machine, at home, or on the go, every cup is thoughtfully crafted by our passionate teams who put heart into every moment.
Our teams truly make a difference. Whether it's pioneering new tech for the perfect pour, launching award-winning campaigns, developing exciting new menu items, or supporting our people to grow – together, we stir up success.
Join our team as a Customer Services Advisor and deliver a world-class experience to every Costa customer across multiple channels, including calls, email, social media, and live chat. You’ll play a key role in achieving and exceeding performance targets while using your brand knowledge to resolve queries efficiently and effectively. This is a fast-paced, flexible role within a 7-day operation, offering varied shifts and the opportunity to make a real impact on customer satisfaction.
We value curiosity, inclusivity, and a problem-solving mindset. If you thrive in a fast-paced, global environment and are excited to make a meaningful impact, we encourage you to apply.
With inspiring experiences, development programmes, and our apprenticeship scheme, your career can grow far beyond the day-to-day.
What you’ll do
Being a Customer Service 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:
• Deliver exceptional customer experiences by handling calls, emails, live chat, and social media enquiries, resolving queries quickly and professionally at first point of contact.
• Take ownership of customer issues from start to finish, using CRM systems and tools to investigate, resolve, and record cases in line with service standards and performance targets.
• Confidently manage a wide range of queries, from everyday questions to complex complaints, applying the right judgement, tone, and goodwill gestures to turn customers into loyal advocates.
• Work collaboratively with internal teams and partners to investigate and resolve issues, ensuring the best possible outcome for every customer.
• Thrive in a fast-paced, multi-channel environment, balancing multiple conversations at once while adapting to new processes, campaigns, and business initiatives.
Who you are
It’s your unique ingredients we’re interested in:
• Previous contact centre experience with a strong understanding of service recovery, confident handling challenging situations and turning customer feedback into positive outcomes.
• A natural communicator with excellent written and verbal skills, able to show empathy, use the right tone, and build rapport across multiple channels.
• Calm, proactive, and solutions-focused, with the ability to problem-solve effectively and make sound decisions in a fast-paced environment.
• Digitally confident with good IT skills, able to navigate CRM systems and quickly learn new tools, processes, and initiatives.
• A self-motivated team player who lives the brand values of passion, trust, warmth, and courage, and can collaborate and influence others to deliver the best customer experience.
*** Please note this role will require flexibility and covering weekends, currently one in 7 weekends and occasional evening shifts to cover holiday/sickness on Social Media until 9pm – your day shift would reflect this late night working ****
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 brilliant perks to sweeten the deal. We work in a hybrid environment, giving us the flexibility to balance life while still spending meaningful time together and building strong connections:
• Own a piece of Costa’s success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP)
• An annual discretionary bonus scheme, based on business results and individual contribution.
• 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
• And that’s not all. Explore even more of our perks here: https://bit.ly/costaperks
Location - Where you’ll work:
Right now, our Support Centre teams work flexibly, blend