Job Description

Technical Services Advisor - Up to 40,000 per annum - Permanent - Away From Home

At Costa Coffee, we are what we craft. We're reimagining coffee experiences in over 50 countries and counting, as a key part of the Coca-Cola System. Whether you get your coffee in a store, from a machine, at home, or on the go - we've got you covered.



As a

Technical Services Advisor

we are looking for a someone who wants to be part of our amazing Contact Centre Team who will support the delivery of world class service to our partners and Field Service teams. The ideal candidate will have an engineering background and proven experience in a technical support environment. You'll be confident working across all our concessions and machinery, with the ability to quickly get up to speed through hands-on training.



Our teams make a difference. Whether that's working on new tech for the perfect pour, helping our teams grow, creating award-winning campaigns, crunching the numbers, or developing the latest exciting menu item; together, we stir up success.



We may be a global brand, but we haven't forgotten our roots. That's where the Costa Foundation and our fantastic community agenda come in. Whatever your role, you can help us change lives in coffee growing communities, and help your local community too.



We also want to help you grow in your career through amazing experiences, our apprenticeship scheme, and development programmes. At Costa, you can go beyond the day-to-day.



And as a

Technical Services Advisor

, there's never been a better time to join.

So, why Costa?

We didn't become a global coffee brand by sitting back. When you work here, you join a community that values passion, progression and integrity, with some pretty brilliant perks to sweeten the deal:


Own a piece of Costa's success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP) A smart pension that saves you money on tax and national insurance, and matches your contributions up to 10% The Costa Financial Support Fund, supporting team members who find themselves in unexpected financial pressure 50% discount in all Costa-owned stores, and 25% off in other participating stores Private medical cover thanks to our Private Healthcare scheme And that's not all. Explore even more of our perks here: https://bit.ly/costaperks

We're passionate about being a great place to work, where you can bring your unique self into our mix. We firmly support diversity, equity and inclusion, and continue to work with our teams to shape the future of our culture and values: Disciplined to Deliver, Passion for Progress, Win with Warmth, Courage to Challenge and Trusted Team Players.

What you'll do

Being a Technical Services Advisor is about so much more than bringing our coffee to the world. It's your chance to stir up real success - which means you'll be:


Ability to follow a logical diagnostic trail for all our machines to component level. Be able to draw information from various sources to arrive at an accurate diagnosis. Expert in coaching, actively listening, influencing, with the ability to communicate effectively. Be the ambassador and first point of contact so a friendly approach and agile way of working is essential. Answer internal and external technical support calls for all our machines. Take ownership and escalate where appropriate. Able to document report findings and escalate. Take ownership of customers queries through to resolution and aim for a first time resolution Build strong relationships to foster exceptional collaboration between Costa colleagues and departments

Who you are

It's your unique ingredients we're interested in:


A background in engineering or experience working with schematic drawings would be advantageous A passion and ability to put our customers at the heart of what you do. You'll need to show us that you know how to deliver exceptional service, asking the right questions, to find the right solution. Exceptional verbal communication skills, you will be talking to our customers daily To enjoy being part of a team but also have the desire and ability to work on your own initiative Strong computer literacy skills Highly organised and methodical with an engineering biased background would be ideal and we have a range of complex express machines Inquisitive and motivated by problem solving and providing solutions The ability to be flexible across tasks and time if required

Location:

This role involves working 3 days per week from one of our preferred academy locations: Basildon Roastery, Newbury, Loudwater, Leamington Spa, Glasgow, or Bury (Millers Vanguard) - with the remaining 2 days spent in the field.





The Technical Helpline currently operates 6 days a week Mon-Sat 07:30-18:00 we are continually reviewing our operating hours to meet the need of the field teams so flexibility will be required within this role. The successful applicant will be working shifts: 5 days out of 7, rotating their weekends and working bank holidays

.

For any reasonable adjustments and general queries, please get in touch with costa.recruitment@costacoffee.com