Contact Centre Support Assistant – (AFH) – Maternity Cover
Contract type: Fixed Term Contract
Contact Centre Support Assistant (Away from Home) – Maternity Cover
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.
Working as a key part of our Away from Home team, your role will be to provide support to the Costa Partnerships team and you’ll be the first line operational contact with internal, external Partners, suppliers, and distribution partners. It’s a telephone/web-based role to ensure that first-class Customer Service and Supply is delivered at all times to the Partners by processing inbound orders and facilitating equipment installations to invoice.
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.
And as a Contact Centre Support Assistant, there’s never been a better time to join.
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
* And that’s not all. Explore even more of our perks here: https://bit.ly/costaperks
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 Support Assistant 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:
* Responding to phone calls and emails from partners, ensuring accurate processing of stock orders and identifying opportunities for upselling or cross-selling when appropriate.
* Acting as the primary point of contact for partner inquiries regarding their away-from-home stock deliveries.
* Working closely with the Sales team, Suppliers, and Partners to guarantee timely invoicing.
* Identifying and escalating issues to relevant internal teams, including Supply Chain, Sales, and Suppliers.
* Assisting in onboarding new Partners and providing administrative support in alignment with Costa’s operational procedures.
* Collaborating within the team to achieve shared KPIs and contribute to overall team success.
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.
* Exceptional verbal communication skills; you will be talking to our customers daily.
* Meticulous with fantastic attention to detail.
* Enjoying being part of a team but also having the desire and ability to work on your own initiative.
* Motivated by working to deadlines and KPIs.
* 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 2 days per week
For any reasonable adjustments and general queries, please get in touch with costa.recruitment@costacoffee.com.
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