Customer Contact Centre Advisor

At Majestic, we put the customer at the heart of everything we do and, this is especially true in our Customer Service Team.

The Role

As a Customer Service Advisor, you are the friendly face of Majestic, who will be able to help our customers with whatever query they may have. Checking the status of an order; easy! Talk to a customer about their next subscription send; not a problem! Your most important job will be delivering 5-star service to all our customers and ensuring we resolve their queries on their first contact. As a brand ambassador, you will also support the wider business with outbound calling activities that help to add value to Majestic and our customers.

Job Specifics

Contract Type: Permanent - Ability to work shifts (9:00am - 5:30pm and 10:30am - 7:00pm) including weekends (9:00am - 5:30pm)

Location: Watford - Our Head Office is based in Watford, just 20 minutes from London Euston. From Watford Junction, we are a 15-minute walk to our Head Office. We are proud to offer a new Agile Working Policy for Support Centre colleagues; a blend of office and home working which will include at least 3 days working at the Majestic Office

• Deliver exceptional customer service across all Majestic channels; telephony, email, social media
• Take ownership of all customer queries and strive to deliver the best possible resolution every time
• Represent the brand. As the voice of Majestic, you’ll always provide an engaging, positive and empathetic customer experience.
• Support with outbound calling activities that add value to Majestic and our customers
• Achieve all key performance indicators, including excellent CSAT, quality and productivity
• Ensure customer queries are dealt with promptly and in line with our service level agreements
• Adhere to all legislation regarding customer confidentiality and data protection

Knowledge & Skills Required

• Proven experience working in a customer service environment
• Excellent written and verbal communication skills
• A passion for providing exceptional customer service and genuine empathy - a desire to deliver the best possible customer experience on the first contact
• Experience driving sales through exceptional service
• Experience and confidence working towards targets in a KPI driven environment
• The ability to work and communicate effectively in a team
• Excellent time management and organisational skills
• Strong computer skills and confidence working with different technical systems

What's In It For You

• A competitive salary & performance related bonus
• Up to 20% Staff Discount
• 29 days holiday, including public and bank holidays and we also have a Holiday Purchase Scheme
• Life Assurance (Worth 2 times your annual salary)
• A contributory Company Pension Plan
• Career development opportunities - we are passionate about nurturing our internal talent, offering career progression supported by our excellent in-house training schemes!
• Free parking on site with electric charging points
• Access to Retail Trust which includes: Retail Rewards including Instant savings with discounted e-vouchers, discounted reloadable shopping cards, gift vouchers and gift cards, Discounts of up to 30%, Access to free counselling and support phone line
• Company maternity, paternity and adoption leave after 26 weeks
• Long service rewards.
• Company sick pay scheme

Who are we?

Majestic Wine Group is the UK’s largest end-to-end wines and spirits specialist, operating across retail, on-trade and hospitality through four brands: Majestic Retail, Majestic Commercial, Enotria and Vagabond. Founded in 1980 and backed by Fortress Investment Group, the business has undergone rapid growth through transformation and acquisitions, formally becoming Majestic Wine Group in 2025. With over 200 retail stores, a nationwide on-trade supply network and a growing wine bar estate, Majestic is focused on curating a high-quality, differentiated product range, delivering expert service and expanding its physical and digital footprint across the UK.

We look forward to receiving your application! Together we are Majestic! #TWAM

On the occasions where we have high volumes of applicants, some roles may close earlier than the advertised end date in order for us to manage all of the applicants appropriately. We will only be able to offer individual feedback to those candidates who attend an interview

No Agencies Please - We thank you for your interest in working with Majestic Wine, however, we have a PSL who will be supporting us if needed. We will not pay fees or acknowledge any CV's supplied to Majestic Wine unless you have been briefed on the role by a member of our Talent Team.