Customer Experience Representative


Customer Experience Representative

Level: Team Member
Department: Brand Centre
Reports to: Channel Leader
Location: Royston, Hertfordshire
Hours: 40 hours a week


This is a fantastic opportunity to join one of the most renowned brands in the UK, in a customer service position that is part of its multi channel Contact Centre team. We are a fun but focused team that works hard and has a real passion for delivering 100% Happiness to all of our customers, all of the time.

We are seeking customer focused, energetic individuals that care as passionately about delivering great customer service as we do. All of our team are empowered to make decisions and ensure every customer is left feeling 100% happy with the service they have received. If you have a real passion to do the same and want to be part of a team that really makes a difference, then this opportunity is for you. You will have excellent customer service skills, both written and spoken, and be able to respond to our customers via all of our channels – Telephone, Email, Live Chat, Social Media and Post.

We also care passionately about our people and extensive training is given prior to handling any live customer contacts, with ongoing support provided. However, you must have a strong customer service ethic to succeed in this role together with a desire to achieve personal targets and results.

The Role

We need flexible individuals with outstanding customer service skills to process Hotel Chocolat customer orders, identify additional sales opportunities and follow up any customer service issues in relation to them. You will also be required to manage contacts from our Chocolate Tasting Club members; taking payments and amendments to memberships whilst striving to ensure we retain member loyalty.

Previous multi channel customer service experience is preferable; whilst ideally you will be skilled enough to work across all channels – Telephone, Email, Live Chat, Social Media and Post, applicants with a strong, proven area of expertise may also apply.

This is a full time position, working varied 8 hour shift patterns between the hours of 8.30am and 7.00pm Monday to Friday and 8.30am to 5.00pm Saturday. Occasional Sunday working may also be required. Shift patterns are published in advance and there is some flexibility to change shifts.

Key Skills

  • Excellent all round customer service skills.
  • Intermediate level of MS Excel, Word and Outlook
  • Excellent written and spoken English.
  • Excellent time keeping.

Key Attributes

  • Good understanding of Hotel Chocolat values.
  • Empathy with desire to offer resolution and 100% Happiness
  • Lead by example in thought, word and deed
  • Self-motivated and with acceptance of responsibility for achieving personal targets and KPIs
  • Passion, energy and aspiration in line with Hotel Chocolat brand and values
  • Decision-maker who embraces being empowered to make decisions