Customer Experience Advisor

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Job Reference hotelchocolat/TP/1358/1047

Apply for this job Number of Positions: 25 Contract Type: Fixed Term Contract Salary: £27153 - £27153 Working Hours: 40 Location: Mint House Closing Date: 29/10/2026 Job Category: Contact Centre Country: UK Region Division: Commercial

Job Introduction

Customer Experience Advisor – (Head Office)

Hotel Chocolat | Mint House, Royston | Fixed-Term Contract (3–6 months)

Love chocolate? Love people? Curious about what happens behind the scenes at one of the UK's most loved premium brands?

At Hotel Chocolat, we believe every conversation has the power to make someone's day a little brighter. Whether it's helping a customer choose the perfect gift, solving a problem with care or sharing your knowledge about our latest collection, every interaction is an opportunity to create a memorable experience.

We're looking for Customer Experience Advisors to join our Head Office team in Royston, Hertfordshire.

This is far more than a customer service role.

As the voice of Hotel Chocolat, you'll receive an immersive two-week training programme, become a genuine Hotel Chocolat Chocolate Expert, and gain a unique insight into how one of the UK's most loved premium retailers brings its products, people and customer experience together.

Based at the heart of our Head Office, you'll work alongside teams across Marketing, Retail, Supply Chain, Distribution and Operations, giving you a real understanding of how a successful multi-channel business operates.

Many of our colleagues describe this as the role where they learned how the whole business works.

By understanding our customers, our products and our brand, you'll develop commercially valuable skills that will stay with you throughout your career.

Few entry-level roles offer this level of exposure to a premium retail brand. From day one, you'll build commercial awareness while developing exceptional communication, analytical and problem-solving skills in a supportive and collaborative environment.

These roles are offered on an initial 3–6 month fixed-term contract, supporting Hotel Chocolat through our exciting seasonal peaks.

While these opportunities are fixed term, they provide an excellent chance to gain valuable Head Office experience with one of the UK's most loved premium brands. Many of our colleagues have gone on to secure extended contracts or permanent opportunities across the business, with future opportunities based on business needs and individual performance.

What you'll love about working here

Become a Hotel Chocolat Chocolate Expert

Our comprehensive two-week paid induction is unlike anything you'd expect from a customer experience role.

You'll discover the fascinating story behind Hotel Chocolat, learn about cacao and chocolate production, explore our seasonal collections and bestselling products, master our systems and develop the knowledge and confidence to become the trusted expert our customers rely on.

Experience Head Office from the inside

Because our Brand Centre sits at the heart of Head Office, you'll gain exposure to teams across Marketing, Retail, Supply Chain, Distribution and Operations, giving you a unique understanding of how every part of the business contributes to delivering an exceptional customer experience.

Customer experience, not sales

There are no outbound calls and no sales targets.

Instead, you'll focus on listening, understanding what customers need and helping them find the perfect products using your expert knowledge and genuine enthusiasm for the brand. 

Develop skills you wouldn't expect

One of the most interesting aspects of the role is helping protect our customers and our brand.

Working alongside specialist colleagues, you'll identify and investigate unusual purchasing activity, recognise buying patterns that may indicate payment fraud and help ensure every genuin