As we continue our mission to make people happy through chocolate, we’re looking for Customer Service Agents to join our Contact Centre team on a fixed-term contract until 31st December, starting 8th September.
This is your opportunity to become the voice of Hotel Chocolat. Based at our Brand Centre in Royston, you’ll be helping customers across phone, email and live chat – assisting with orders, resolving queries, and delivering the exceptional, on-brand service that keeps our community coming back. You’ll play a key role in delivering “100% happiness” while building the skills that could take you into areas like marketing, digital, or customer experience.
You’ll begin with a two-week paid induction and full training programme, giving you everything you need to succeed in the role – from systems knowledge to brand tone of voice and customer care essentials.
As well as a competitive salary and a range of company benefits, you’ll receive 50% discount on all products, and a 70% discount for you and your guests when you stay at our Rabot Estate hideaway on the paradise island of Saint Lucia.
This is a full-time, office-based role at our support office, ‘Mint House’, in Royston, Hertfordshire – the heart of Hotel Chocolat. Located just off the A505 and 10 minutes’ walk from Royston train station, we’re easily accessible with direct rail links to London King’s Cross.

• Engaging with customers via phone, email, and live chat
• Resolving queries, placing orders, and offering tailored product recommendations
• Meeting service level agreements (SLAs) and hitting individual/team satisfaction targets
• Maintaining high standards in efficiency, quality, and brand tone of voice
• Supporting customer interactions across social media and review platforms when needed
• Working flexibly as part of a shift pattern, including weekends – ideal if you’re looking for variety and a better work-life balance