Customer Services Adviser - Social Media

Customer Service Advisor – Social media - Maternity Cover (12 months) – Part time role

Shift Pattern: 21 hours a week Monday, Wednesday, Friday 1.00pm - 9.00pm

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.

We have a fantastic opportunity join our Customer Service Team, specifically handling complaints and engagements on our social media channels, for someone with a genuine passion for people and provide a world-class consumer experience to our valued Costa consumers. We are looking for someone with experience or handling customer feedback via social media who has a fantastic can-do attitude.

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 Customer Service Advisor, 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 Social Media Customer Service Advisor is about more than just responding to messages — it's your opportunity to be the voice of our brand and create meaningful experiences with every interaction. You'll be:

• Engaging with customers across our social media platforms (such as Facebook, X, Instagram) in a timely, friendly, and professional manner, ensuring every interaction reflects our brand values and Tone of voice.
• Working as part of an amazing team of Advisors to achieve and exceed SLA’s and KPI’s in order to maximise the consumer experience.
• Using your knowledge of our brand, products, and promotions to deliver fast, accurate, and empathetic responses that result in first-contact resolutions.
• Proactively identifying trends in customer feedback and escalating recurring issues or potential brand damaging contacts, to relevant teams to help improve the overall customer experience.
• Working closely with UK Retail Operations and other internal teams, ensuring escalated complaints or complex issues are handled effectively and professionally.
• Supporting customer queries around loyalty schemes, digital gifting, promotions, and other service-related enquiries, ensuring clarity and satisfaction at every step.
• Acting as the sole point of contact for customers between 5pm and 9pm, working independently to manage and resolve customer feedback.

Who you are

It’s your unique strengths and digital instincts we’re looking for:

• Proven experience handling complaints and feedback via social media, with a strong understanding of online tone, empathy, and resolution techniques.
• Genuine passion for delivering outstanding customer support, even in challenging or emotionally charged situations.
• Confident working independently in the evenings, acting as the sole responder while maintaining brand voice and service standards.
• Excellent written communication skills with the ability to adapt your tone to suit different platforms and customer scenarios.
• Desirable: Experience using Sprout Social, Microsoft Dynamics 365, or similar CRM and social media engagement platforms

Location – Remote with the ability to attend office for team meetings and events on a semi-regular basis. Office locations are London and Loudwater. Must also be able to attend the office for 2-4 week period on a full time basis on starting role.

For any reasonable adjustments and general queries, please get in touch with [email protected]