Job Introduction
At Hotel Chocolat, we don’t just deliver chocolate—we deliver 100% happiness.
As a Customer Service Agent, you’ll be at the heart of our customer experience, creating memorable moments with every interaction. Whether it’s through phone, email, live chat, or social media, you’ll bring our brand to life with every conversation.
You’ll be empowered to take ownership of customer queries, recommend our products with confidence, and resolve issues with care and creativity. By combining your communication skills with our distinctive brand voice, you’ll help make our Contact Centre a true Centre of Excellence.
What You’ll Be Doing
- Deliver exceptional customer service across multiple channels including telephone, email, Live Chat, and social media
- Achieve key performance targets including Efficiency, Adherence, Quality (EAQ), KPIs, and CSAT
- Create personalised, thoughtful interactions that consistently deliver 100% happiness
- Handle inbound and outbound customer contacts, resolving queries relating to orders, products, deliveries, and services
- Recommend products and services to enhance the customer experience and drive sales
- Work collaboratively with your team and support other areas of the Contact Centre when required
EComms Customer Service (Additional Responsibilities)
- Respond to customers across social media platforms including Facebook, Instagram, Twitter, and TikTok
- Engage with customer reviews on Trustpilot, Google, and our website to improve customer satisfaction
- Use Live Chat to support customers while identifying opportunities to increase sales
- Develop your own engaging brand voice aligned with Hotel Chocolat standards
- Collaborate with marketing teams to ensure timely and professional responses across channels
- Provide insight and reporting on customer interactions and trends
Order Processing Team (Additional Responsibilities)
- Process postal orders and respond to written customer queries
- Manage address validation issues to avoid delivery delays
- Support retail teams with Click & Collect queries and internal requests
- Process returns, refunds, and payment reconciliations accurately and efficiently
- Assist with order amendments, stock issues, and delivery challenges
- Support B2B processes including quotes, invoicing, and customer queries
What We’re Looking For
Essential Skills & Experience
- Excellent written and verbal communication skills
- A natural ability to engage customers and colleagues
- Target-driven, with a track record of meeting or exceeding KPIs
- A passion for delivering outstanding customer service
- Confidence in resolving customer queries while maintaining a positive experience
- Strong IT skills including Microsoft Office (Excel, Word, Outlook, SharePoint)
- A proactive mindset with the confidence to suggest improvements
Desirable Skills & Experience
- Experience coaching or mentoring others
- Familiarity with contact centre systems such as Elucid and Vocalcom
- Understanding of GDPR and contact centre compliance standards
Why Join Us?
At Hotel Chocolat, we believe in creating a workplace where people feel empowered, valued, and inspired. You’ll be part of a team that shares a passion for quality, creativity, and delivering joy to our customers every day.
If you’re ready to bring energy, empathy, and excellence to every customer interaction—we’d love to hear from you.