At a Glance
- Tasks: Lead a team to enhance customer experience and manage daily operations.
- Company: Join Nespresso, a fast-growing brand known for premium coffee products.
- Benefits: Enjoy a competitive salary, flexible working, bonus potential, and generous holiday leave.
- Other info: Nespresso champions inclusion and encourages diverse applicants to apply.
- Why this job: Be part of a dynamic team that values diversity and innovation in customer service.
- Qualifications: Experience in customer service and team management is essential; passion for coffee is a plus.
The predicted salary is between 35000 - 50000 £ per year.
Join to apply for the Customer Contact Manager (12 month FTC) role at Nestlé Nespresso.
Position Snapshot:
- Nespresso UK & Ireland
- B2B Customer Contact Manager (12-month FTC)
- York (Hybrid)
- Salary up to £50,000 depending on experience + Nespresso Coffee machine + potential bonus + generous pension scheme + 12 flexible days on top of holiday entitlement + 2 paid volunteering days + other fantastic benefits!
Championing diversity and inclusion is so important to us; when we embrace different perspectives and give everyone the chance to be the best they can be, we can think in new, creative ways that grow and enhance our business.
At Nestlé we are proud to support and provide equality of opportunity that supports employees to effectively blend their work life and commitments through hybrid and flexible working arrangements.
A Little Bit About Us:
We are the Nestlé Nespresso SA Company and are proud to be one of the fastest growing operating units of Nestlé. Our passionate, entrepreneurial-minded team has transformed Nespresso into the reference in portioned coffee and one of the world’s most trusted brands. Our growth comes from our commitment to research and development in order to pioneer and be the reference in the portioned coffee sector to provide the very highest quality coffees that could be enjoyed in the comfort of consumers' own homes and also savoured at out-of-home locations, such as restaurants, hotels, offices and luxury retail businesses.
Position Summary:
Here at Nespresso, we are currently recruiting for a dynamic and experienced B2B Customer Contact Manager to join our team in York. In this pivotal role, you will oversee the management of customer contact, acting as a brand ambassador while continuously enhancing the customer lifecycle. You will lead a team of Customer Contact Team Leaders and Experts, driving high customer satisfaction and operational efficiencies to elevate the customer journey.
Your key responsibilities will include:
- Team Leadership: Manage and mentor Customer Contact Team Leaders and Experts, ensuring effective communication and resolution of people issues while fostering a positive work environment.
- Customer Experience Excellence: Champion exemplary customer service standards, coaching your team to meet and exceed customer expectations, and driving customer retention through tailored solutions.
- Stakeholder Engagement: Foster transparent communication with internal stakeholders, aligning the objectives of the Customer Relationship Centre with the B2B Commercial Team to ensure mutual understanding and collaboration.
- Operational Excellence: Oversee day-to-day customer contact operations, manage escalated cases, and implement quality assurance strategies to minimize errors and enhance service delivery.
- Continuous Improvement: Identify opportunities for process streamlining and contribute to ongoing improvements in customer service, leveraging customer feedback and operational insights.
- Performance Management: Monitor key performance indicators (KPIs) related to service quality, efficiency, and commercial performance, ensuring adherence to operational budgets and reporting requirements.
What Will Make You Successful:
To be successful in this role you will already have a strong customer experience background under your belt, including direct customer sales and stakeholder management. You will be passionate, tenacious; results focused and enjoy working in a highly energetic and exciting environment. Acting as an ambassador for the brands, you will need to be highly organised, conscientious and a team player. You’ll also have:
- Proven experience in fast-paced customer-facing environments, with a focus on exemplary service delivery.
- Experience in managing and motivating teams, with a track record of continuous improvement initiatives.
- Excellent problem-solving and decision-making skills.
- Knowledge of Nespresso products, services, and the broader coffee market is a plus.
What You Need To Know:
What can we offer in return? Great benefits you’d expect from a business the size of Nestlé – in the shape of a competitive salary and benefits package, bonus scheme, flexible working scheme, 25 days holiday plus statutory holidays plus flex leave, pension scheme and a real focus on personal development and growth.
The closing date for this role is the 1st July 2025. We will be considering candidates as they apply and we will occasionally close job advertisements early in the event we receive sufficient applicants, so please don’t delay in submitting your application.
At Nestlé, our values are rooted in respect. When we embrace diversity and give everyone the chance to be the best they can be, we can think in new, creative ways that grow and enhance our business. People of all gender identities, ethnically diverse individuals, people with disabilities, and members of the LGBT+ community are strongly encouraged to apply.
Customer Contact Manager (12 month FTC) in York employer: Nestlé Nespresso SA
Nestlé Nespresso is an exceptional employer, offering a dynamic work environment in York that champions diversity and inclusion. With a competitive salary, generous benefits including flexible working arrangements, and a strong focus on personal development, employees are empowered to thrive both professionally and personally. Join a passionate team dedicated to delivering exemplary customer experiences while enjoying unique perks like a Nespresso coffee machine and opportunities for community engagement through paid volunteering days.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Contact Manager (12 month FTC) in York
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Nestlé Nespresso SA.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Nestlé Nespresso SA. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Contact Manager (12 month FTC) in York
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Nestlé Nespresso SA.
How to prepare for a job interview at Nestlé Nespresso SA
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Nestlé Nespresso SA's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Nestlé Nespresso SA offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
