E-commerce Customer Support Assistant

Royston, England, United Kingdom · Customer Service and Subscriptions


Find a job you love and you’ll never work another day in your life!

It’s our mission to make the best chocolates on the planet. To do that, we need the best people. That’s why, like our recipes, if you’ve the right ingredients, we’ll invest our time and attention to make sure you reach your potential.

To be part of our team you’ve got to be passionate about what you do. Obsessively so. Everyone here is constantly striving to do their best work – and together we’ve already achieved some amazing things including; Being the only British chocolatier to grow our own cocoa; created ethical partnerships with over 170 cocoa farmers in St Lucia and have opened a medical centre for a cocoa-farming community in Ghana that provides crucial healthcare to more than 5,000 people…And we’re just getting started. Come and be a part of what’s next.

We are seeking a customer focused, genuinely charismatic and energetic E-commerce Customer Support Assistant to ensure that we deliver engaging and innovative responses to customers that contact us via Social Media, Live Chat and email.


With a real passion for digital communication, you will need a high level of knowledge of all areas of the Hotel Chocolat business, including products, services and events across the whole estate to ensure you can tailor responses to customer requirements, meet Service Levels and engage customers further in the brand. With a responsibility for responding to all customer service digital communication, you will also work closely with the Marketing team to ensure you support customers through Social Media offers, competitions and campaigns. In this role you will also monitor customer product and service reviews and act as a Brand advocate. As part of the Call Centre team you are also required at times to support and respond to customer contacts received across all communication channels; Inbound telephone, Email, Live Chat, Social Media and Post, ensuring that we promote products and services to meet customer needs whilst delivering outstanding customer service, achieving business goals and meeting targets and KPIs.

We also care passionately about our people and extensive training is given prior to handling any live customer contacts, with ongoing support provided. However, you must have a preference for digital communication and a strong customer service ethic to succeed in this role together with a desire to achieve personal and team sales and service targets and results.




During weeks 1 and 2, full induction training is given. You must be able to commit to this. Hours are reduced during training to 10am - 4pm.

Your commitment to us

We need commitment until Christmas, so if you have 2 or more weeks holiday booked between your start date and Christmas, we unfortunately won't be able to accommodate that. Odd days can be taken, but there’s a holiday embargo from mid-October



This role attracts an £8 hourly pay rate and staff perks include an unlimited 50% discount on all our products, as well as 70% off the rate card price for you and your guests when you stay at the Hotel Chocolat – our hideaway on the paradise island of Saint Lucia, set among the cocoa trees of our historic Rabot Estate.

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