At a Glance
- Tasks: Manage customer queries and deliver personalised coffee solutions via phone and digital channels.
- Company: Join Nespresso, a leader in exceptional coffee experiences and innovation.
- Benefits: Competitive hourly rate, flexible working, and opportunities for personal growth.
- Other info: Hybrid working model with a focus on diversity and inclusion.
- Why this job: Be the voice of Nespresso, inspiring customers with tailored coffee experiences.
- Qualifications: Experience in customer service and a passion for exceeding expectations.
Business Area: Nespresso
Location: York (Hybrid working) 2-3 days a week in the office minimum.
Contract: Fixed Term Contract until end of December 26
Compensation: Competitive hourly rate – Immediate Start (Paid via supporting agency) or 6‑month Fixed Term Contract (up to £26,000 pro‑rated into an hourly rate)
Although this is a full‑time opportunity, we encourage flexibility discussions for individual needs.
At Nespresso, we create exceptional coffee experiences and continually innovate through quality and customer engagement.
Your Impact
In the Customer Contact Centre, reporting to the Customer Contact Manager, you will manage inbound and outbound queries across digital and phone channels, delivering personalized solutions with the Nespresso tone of voice.
Key Responsibilities
- Conduct outbound calls, including follow‑ups, service reminders, resolution updates, and retention conversations
- Deliver outstanding service to internal stakeholders and customers, balancing standard processes with customer‑centric decisions
- Handle challenging conversations with professionalism, using active listening to understand needs and behaviours
- Take ownership of new ideas to enhance the customer experience and drive efficiency
- Act as an ambassador for Nespresso’s products, services, and sustainability commitments
- Inspire customers and help them explore tailored coffee solutions
- Share insights on common contact drivers and improvement opportunities
- Escalate operational challenges where necessary
- Maintain data accuracy and support back‑office customer data management where required
Your Ingredients for Success
Experience in a customer‑facing environment—retail, hospitality, or contact centre—along with a passion for exceeding customer expectations in a fast‑paced setting.
Required Skills
- Proven track record of delivering results in a target‑based environment
- Proficient in Microsoft programs: Excel, PowerPoint, Word
- Strong attention to detail, ensuring database integrity
- Excellent communication skills
- Ability to identify problems and drive solutions through to resolution
- Experience with upselling is advantageous
- Ability to prioritize tasks effectively
What You Need to Know
Job advert posting date: 9th June 2026
Job advert closing date: 23rd June 2026
Nestlé values respect, embraces diversity, and fosters an inclusive environment. We encourage applications from all backgrounds and will provide accommodations to ensure full participation in the application process. To learn more about Nestlé’s commitment to diversity and inclusion, visit Nestlé’s Commitment to a Diverse and Inclusive Workplace.
Customer Contact Coffee Specialist employer: Nestlé SA
At Nespresso, we pride ourselves on being an exceptional employer, offering a dynamic work culture that values innovation and customer engagement. Located in York, our hybrid working model promotes flexibility, allowing you to balance your professional and personal life while contributing to our mission of delivering outstanding coffee experiences. With a strong commitment to employee growth and inclusivity, we provide opportunities for development and encourage diverse perspectives, making Nespresso a rewarding place to build your career.
