Job Description

As we continue our mission to make people happy through chocolate, we're looking for

Customer Service

Data Administrators

to join our

Contact Centre

team on a

fixed-term contract until 31st December

, starting

8

th

September

.


Are you passionate about precision and love getting the details right? Join us at Hotel Chocolat as a vital member of our Brand Centre team, where your accuracy and efficiency will help create a true Centre of Excellence. In this multi-skilled Data Entry role, you'll keep our customer records flawless, resolve order queries, and support your colleagues with essential admin tasks -- all to ensure our behind-the-scenes service is as smooth and exceptional as the chocolate we're famous for.


You'll begin with a

two-week paid 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...

Order Management:

Utilise reports to update and release customer orders, including performing credit and stock checks.

Returns Processing:

Assist with opening and processing customer returns, ensuring a seamless and hassle-free experience for our customers.

Address Validation:

Validate delivery addresses using reports to ensure accuracy and timely deliveries.

Engaging Communication:

Develop and maintain an on-brand voice for all customer responses, enhancing engagement and building lasting relationships.

Efficiency, Adherence, and Quality (EAQ):

Consistently meet and surpass our high standards for efficiency, adherence, and quality (EAQ).

Cost-Efficient Interactions:

Ensure every customer interaction is not only cost-efficient but also delivers 100% happiness.

Additional Responsibilities you may be required to carry out

Handle inbound calls, emails, and live chats to meet team service level agreements (SLAs) while ensuring 100% happiness.

Who you are...

High attention to detail Organised, reliable, and ready to work collaboratively within a busy team Curious and proactive - you love learning and improving Passionate about delivering excellent customer service

Essential

High attention to detail and accuracy in data entry. Strong written communication skills. Proficient in Microsoft applications. Can confidently use a variety of systems. Consistently meets or exceeds targets. Provides excellent customer resolutions and supports team success. Proactively improves processes.

Desirable

Experience using CRM or order management systems. Familiarity with GDPR and data protection best practices. Comfortable working in a fast-paced, team-oriented environment.

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(TM).


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