Customer Service Representative

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.

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, blending home working with in-person time whenever it matters most – whether that’s a team moment, a creative session, or simply coming together to share ideas.

We’re excited to be moving into a new home for our brand in St Albans in January 2027 – an inspiring space from which our Support Centre teams will work three days a week to connect and collaborate in-person to bring our bold ambition to life.

For any reasonable adjustments and general queries, please get in touch with costa.recruitment@costacoffee.com

We believe in living life with heart – and that starts with our people.

By showing up as our authentic selves, we create a culture where everyone belongs. We celebrate diversity in all its forms and are committed to building an equitable and inclusive environment, one that embraces the unique blend of experiences, identities, and perspectives each person brings. This rich diversity strengthens our teams and reflects the spirit of our global brand.

Grounded in our core values – Disciplined to Deliver, Passion for Progress, Win with Warmth, Courage to Challenge, and Trusted Team Players - we strive to make a meaningful impact in everything we do. From empowering communities through the Costa Foundation to supporting local initiatives, we’re committed to changing lives in coffee-growing regions and right here at home.