Senior Support Agent Fixed Term Contract

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Job Reference hotelchocolat/TP/1358/1304

Apply for this job Number of Positions: 1 Contract Type: Fixed Term Contract Contract Details: Maternity Cover Salary: £30459.66 Working Hours: 40 Location: Mint House, Newark Close, Royston Closing Date: 17/11/2026 Job Category: Contact Centre Country: UK Region Division: Commercial

Job Introduction

As we continue our mission to make people and nature happy through re-inventing chocolate, we're looking for a confident and motivated Senior Support colleague to join our Brand Centre team at Mint House, Royston.

This is a fantastic opportunity for an experienced customer service professional who is ready to take the next step in their career, sharing their knowledge, developing others and helping to deliver exceptional customer experiences.

As a Senior Support, you'll play a pivotal role in the smooth running of our Brand Centre, supporting our Customer Experience Advisors and Team Leaders across both our in-house operation and outsourced partners. Leading by example, you'll be a trusted point of contact for colleagues, helping to resolve queries, improve performance and ensure every customer receives the 100% Happiness experience we're known for.

This is a multi-skilled role, with opportunities to work across Telephone & Email, EComms or Order Processing. You'll also help lead the team during evening and weekend shifts, stepping up in the absence of a Team Leader and supporting the wider operation, particularly during our seasonal peaks.

What you'll be doing

• Leading by example: Acting as a role model for the team, setting high standards of behaviour and performance and deputising for Team Leaders when required.

• Supporting and developing others: Sharing your customer service knowledge and experience, answering colleague queries and empowering our Customer Experience Advisors to deliver the right solutions for our customers.

• Coaching and mentoring: Carrying out quality assessments, providing constructive feedback and delivering 1:1 and side-by-side coaching to help colleagues develop their skills and achieve their potential.

• Driving performance: Working towards individual and team KPIs, monitoring performance and identifying opportunities to improve service levels, quality and efficiency.

• Resolving customer issues: Taking ownership of escalated customer and B2B queries, using your initiative to find solutions and working collaboratively with other teams across the business.

• Keeping things moving: Prioritising and allocating workloads, supporting colleagues across different areas of the Brand Centre and ensuring the right tasks receive attention at the right time.

• Supporting seasonal recruitment: Helping deliver induction training for new starters and, during peak periods, leading a pod of seasonal colleagues, providing day-to-day guidance, coaching and performance support.

• Maintaining high standards: Ensuring processes are followed, supporting GDPR compliance and looking for opportunities to challenge and improve the way we work.

Depending on your primary area of responsibility, you'll also have specific duties:

Telephone & Email

You'll work closely with our outsourced Overflow Partners, ensuring they represent Hotel Chocolat to the same exceptional standard as our in-house team. You'll help coordinate the transfer and prioritisation of calls, emails and Live Chat, ensuring we deliver consistent customer experiences and achieve our service levels.

EComms

You'll take the lead in managing customer interactions across social media, Trustpilot and website review pla