Customer Care Advisor

Date: 11-Sep-2021

Location: Newcastle Upon Tyne, GB, NE12 8BU

Company: Greggs Plc

Vacancy Details

This is a Full Time role which is temporary for 12 months. Based at Greggs House, Quorum Business Park in Newcastle Upon Tyne.

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.

Here at Greggs, we love what we do, we have fun and we welcome everyone. We're hard-working, but above all else we're family; and it doesn't matter who you are, where you're from or what your favourite bake is, we’d love you to join us!

We want everyone to feel welcome at Greggs and our colleagues to be able to be themselves at work, whatever their background, preferences, or views.


£18,881.37 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

A great opportunity has arisen to join our small Customer Care team. The role involves responding to customers publicly and privately on social media platforms such as Facebook, Twitter and Instagram as well as to customers who contact us via email and over the phone. We deal with a wide range of customer feedback and use it to continually improve our customer experience. We’re also the first point of contact for customers that use our Greggs Rewards app, helping to support them through any issues in the first instance before passing through to our App Developers for further investigation.

Our Customer Care team are available for customer contact via phone, email, social and through our website between 7am-7pm Monday-Friday, 8am-5pm Saturday-Sunday – therefore it’s important that you’re available to work within these times.


  • 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.