Customer Care Advisor

Vacancy Information

We have a fantastic opportunity to join the Customer Care team at Greggs as a Customer Care Advisor.

We can offer you:

• 21 days (4.2 weeks) annual leave, pro-rated, increasing with service, plus bank holidays and 1 additional floating day
• Colleague discount, up to 50% off our own-produced products
• Pension scheme with matching employer contributions up to 7%
• Paid breaks
• Free hot drinks while on a shift break
• Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our colleagues who have at least 6-month service, or more, each year
• Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits
• Career progression and learning and development
• Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365 days a year. Including a mobile app providing a range of wellness content on physical, mental, social, and financial wellbeing
• Perks and savings, such as digital gift card discounts, online cashback, in-store and online coupons and lifestyle offers
• A company who cares about our communities; the environment and being a better business! Click here to read about The Greggs Pledge
• Colleague Networks – internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another

About the role

• This is a full-time role (35 hours per week) 
• The base location for this role is Greggs House, Quorum Business Park, Newcastle Upon Tyne, NE12 8BU

What you'll do

As a Customer Care Advisor, you will:

• Respond to customers publicly and privately on social media platforms such as Facebook, Twitter and Instagram

• Respond to customer emails

• Respond to customer phone calls

• Respond to customers via live-chat

• Deal with a wide range of customer feedback and use it to continually improve our customer experience

• Be the first point of contact for customers that use our Greggs Rewards app, helping to support them through any issues in the first instance before passing through to our App Developers for further investigation

• Our Customer Care team are available for customer contact via phone, email, social and through our website between 7am-9pm Monday-Friday, 8am-5pm Saturday-Sunday – therefore it’s important that you’re available to work within these times

About you

You will fit right into this role if you can demonstrate:

• A passion for and a track record in delivering the Best Customer Service

• Great attention to detail whilst working at pace and the ability to work under pressure

• Excellent written and verbal communication skills

• A professional and polite telephone manner

• Computer literate – with good knowledge of Excel, Word and PowerPoint

• The ability to deliver creative solutions to problem solving

• IT skills including Microsoft 365; SharePoint, Word, Excel, Outlook, PowerPoint, and Teams

• Previous experience of complaints resolution, is desirable

• Enjoying being part of a hard-working team, sharing the same end goal, and celebrating results together

• Are supportive of an inclusive culture – recognising and valuing that difference is good

• Want to develop and are ready to work alongside some great people and have lots of fun on your Greggs journey!

About Greggs

Here at Greggs, we love what we do, and we have fun! What makes us so special is our culture - how we behave and support each other. Everyone's welcome at Greggs. Whatever their background, preferences or beliefs we want all of our colleagues to feel welcome and able to be themselves at work. You can read more about us here: Greggs Careers | About Greggs.