As we continue our mission to make people happy through chocolate, we’re looking for Customer Service Agents to join our Contact Centre team on a fixed-term contract until 31st December, starting 28th July.
This is your opportunity to become the voice of Hotel Chocolat. Based at our Brand Centre in Royston, you’ll be helping customers across phone, email and live chat – assisting with orders, resolving queries, and delivering the exceptional, on-brand service that keeps our community coming back. You’ll play a key role in delivering “100% happiness” while building the skills that could take you into areas like marketing, digital, or customer experience.
You’ll begin with a two-week induction and full training programme, giving you everything you need to succeed in the role – from systems knowledge to brand tone of voice and customer care essentials.
As well as a competitive salary and a range of company benefits, you’ll receive 50% discount on all products, and a 70% discount for you and your guests when you stay at our Rabot Estate hideaway on the paradise island of Saint Lucia.
This is a full-time, office-based role at our support office, ‘Mint House’, in Royston, Hertfordshire – the heart of Hotel Chocolat. Located just off the A505 and 10 minutes’ walk from Royston train station, we’re easily accessible with direct rail links to London King’s Cross.
What you’ll be doing…
- Engaging with customers via phone, email, and live chat
- Resolving queries, placing orders, and offering tailored product recommendations
- Meeting service level agreements (SLAs) and hitting individual/team satisfaction targets
- Maintaining high standards in efficiency, quality, and brand tone of voice
- Supporting customer interactions across social media and review platforms when needed
- Working flexibly as part of a shift pattern, including weekends – ideal if you’re looking for variety and a better work-life balance
Who you are…
- A clear, confident communicator with a friendly and professional tone
- Passionate about delivering excellent customer service
- Organised, reliable, and ready to work collaboratively within a busy team
- Curious and proactive – you love learning and improving
Essential
- Strong written and verbal communication skills
- Experience with Microsoft Office applications
- Ability to motivate and reassure customers through effective communication
- A proven track record of meeting performance or service targets
Desirable
- Familiarity with CRM systems or other customer service platforms
- Awareness of GDPR and handling customer data securely
- Confidence responding to customers on social media
- Willingness to suggest improvements to enhance service and processes
Who are we?
We’re one of the UK’s favourite premium chocolate brands, with a range of products spanning luxury gifts, alcohol and our pioneering drinking chocolate system, the Velvetiser™.
A cacao pod takes years to grow – it can’t be rushed if it’s going to be just right for our products. The same can be said for Hotel Chocolat, which originally started as a mint production company before we realised it was luxury chocolate that we were really passionate about.
Now, we’re market leaders in the industry. What began as an online-only business grew to over 140 stores across the UK, and we’re still growing… Today, we’re multi-category, multi-channel, and multi-territory, and our customers, colleagues, cacao farmers and suppliers all benefit from the success we make together.
To learn more about us and read about our People Pledge – our commitment to equality, diversity and inclusion – click here: hotelchocolat.com/uk/engaged-ethics/our-people.html
