Customer Care Advisor - Newcastle

Newcastle Upon Tyne, Tyne and Wear
£18,565.75 per annum.
21 Nov 2020
22 Nov 2020
Job Type
Part Time
Customer Care Advisor - Newcastle

Vacancy Details

Full time, Permanent Position based at Greggs Q9

Join the Family

We believe in growing together – as a united team and working towards the achievement of our vision which is to be a winning brand in the food-on-the-go market.  Greggs is a much loved and trusted brand with a strong traditional bakery heritage.  Our people are what makes our business successful. 


We aim to provide our people with a great place to work, where they feel valued by listening, developing and rewarding them.


£18,565.75 per annum.

Shift Pattern and Contracted Hours 35 hours per week working 5 out of 7 days with rotating day shift patterns between the hours of 7:00am and 7:00pm (Monday – Friday), 8am – 5pm on Weekends. The frequency of weekends will typically be between 1 in 3 or 4 weekends.

Job Description Our Customer Care team are available to contact via phone, email, social and through our website between 7am-7pm Monday-Friday, 8am-5pm Saturdays and 8am-4pm on Sundays. We pride ourselves on responding to customers in a fast & friendly manner and going above and beyond to turn their experience around.

It's incredibly important that we learn from our Customers’ feedback and use this to continually drive Greggs’ Customer Experience, therefore we work towards key quality metrics both at an individual level and team level so we can turn the feedback into actionable insight.

Key Responsibilities Include:

  • Maintaining and monitoring the Customer Care systems
  • Responding to customer queries, including complaints, in an appropriate manner both verbally and in writing, including composing suitable responses to resolve issues
  • Carrying out other general administration tasks as required
  • Escalating any concerning complaint trends or serious complaints
  • Most importantly, we’re looking for someone who is friendly, outgoing and passionate about delivering the Best Customer Service
  • Previous experience of complaints resolution is desirable, although not essential
  • Great attention to detail whilst working at pace and the ability to work under pressure
  • Excellent written (with good spelling, punctuation and grammar)
  • Professional and polite telephone manner
  • Computer literate – with good knowledge of Excel, Word and PowerPoint
  • Capable of delivering a creative solution to problem solving
  • Our Greggs Employee discount Scheme is very generous, offering you up to 50% off our food
  • Your holiday entitlement starts with 4.2 weeks, in addition to bank holidays, which increases with service up to a maximum of 6 weeks after 25 years’ service. (Pro-rata for part time)
  • After 6 months service you may be eligible  for our profit share scheme
  • You will receive free life assurance after 1 year’s continuous service.  This is a death in service benefit which provides a lump sum payment equal to one and a half years’ salary
  • You will automatically join our Greggs pension scheme which is a fantastic way to save for your retirement and allows you to benefit from employer contributions and tax advantages

Other benefits include

  • Share Save and Share Incentive Schemes
  • Employee Assistance Programme
  • Healthcare Plans
  • Cycle to Work Scheme
Your Application

During the application process we’ll keep in touch every step of the way.  We know how big a decision it is for you to apply for a job.  Once you do we’ll work hard to keep you up to speed on how your application is progressing.  With your help we can made your application as quick and as smooth as possible.

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