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Helpdesk Adviser

Job Title: Helpdesk Adviser
Contract Type: Contract
Location: High Wycombe
Start Date: ASAP
Reference: 601903
Job Published: October 22, 2018 12:29

Job Description

Helpline Advisor – Fixed Term Contract until the end of February 2019– Costa Express – High Wycombe 7.00 – 15.30 & 1 in 4 weekends


Role Details

As part of the Helpline Team you play a vital part in providing a world class Costa Express experience to our partners and customers and to our Operational teams.  You will achieve and exceed SLA’s in order to maximise the partner and customer experience.  Delivering outstanding customer service to all partners, customers and colleagues. 


Responsibilities will include:

Answering calls and resolving 1st time to ensure no engineer call-out.
Following set guides lines correctly and thoroughly
Taking ownership of calls through to resolution
Record detailed and accurate information for all machine faults and customer queries
Proactive communication with Operational colleagues of issues raised by site
Complaints logged and followed up


Skills and experience will include;


Telephone based Customer Service Experience
Desire to solve all queries 1st time every time
Can-do attitude – always looking for ways to improve things
Ability to engage your customers, colleague and field teams
Excellent time management – every minute counts
Ability to be flexible across tasks as required



We're Costa Express, Global leaders in intelligent coffee.  Our innovative self serve machines uses fresh milk and the same Mocha Italian blend as our shops to create the perfect Costa Coffee on the go.  We constantly raise the bar setting ourselves clear and stretching targets. We strive for continuous improvement determined to deliver that unbeatable coffee experience for when that caffeine kick is needed, in places most convenient for our customers.

So bring us your unique blend, together with ambition and experience and in return we’ll give you a competitive salary, potential to earn a yearly bonus, plenty of benefits and more coffee than you could dream of to enjoy in a supportive and ambitious environment.



*Independent survey of 5000 people published in December 2017 by Allegra Strategies. For further details see

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