At a Glance
- Tasks: Lead a team to create unforgettable customer experiences and elevate Nespresso's brand.
- Company: Join Nespresso, a luxury brand committed to sustainability and innovation.
- Benefits: Enjoy a competitive salary, bonus potential, free coffee, and 25 days holiday.
- Other info: Flexible working options available; apply now to join our diverse team!
- Why this job: Be part of a passionate team that transforms coffee moments into memorable experiences.
- Qualifications: Proven customer service skills and a passion for luxury retail.
The predicted salary is between 35065 - 35065 £ per year.
Business Area: Nespresso Retail
Location: London, Selfridges, Oxford Street
Salary: £35,065
Some of our fantastic benefits include:
- Potential for up to a 10% annual bonus
- Complimentary Nespresso machine and monthly allowance of coffee pods
- 25 days holiday entitlement with bank holidays on top
- A focus on personal development and growth
Although this is a full-time opportunity, please speak to us about what flexibility means to you as we are always open to discuss individual’s flexible working needs, don’t let this stop you from applying.
We are recruiting for an inspiring and knowledgeable Customer Experience Team Lead. This is an exciting management position where your creativity and passion for storytelling can shine through.
Nespresso is a name synonymous with luxury, innovation and sustainability. Our story began with a simple but revolutionary idea: to enable anyone to create the perfect cup of espresso coffee – just like a skilled barista. Now we would like you to be a part of our Nespresso story, be passionate about our coffee, our customers and how we are evolving. We are a B Corp certified company and committed to Reducing, Reusing and Recycling: making coffee a force for good.
Your impact
Ultimately, you will be responsible for continuously elevating the customer experience and inspiring the team to be the best they can be. Your other key responsibilities will include:
- Using storytelling and theatre to engage customers in an immersive coffee experience, adapting to the customer's needs ensuring every customer interaction is unique and meaningful.
- Acting as the ultimate Nespresso brand ambassador displaying expert knowledge of Nespresso’s products, services and sustainability commitments.
- Ensuring exceptional housekeeping standards are maintained across all customer areas with all experiential areas set up to deliver an incredible customer journey.
- Facilitating new starter and product launch training.
- Taking accountability for managing and resolving escalated complaints.
- Actively contributing to commercial performance by delivering experience and presenting the customer with relevant commercial offers.
- Responsible for the safe and compliant day to day operations of the boutique.
Your ingredients for success
To be successful in this role, you will have a proven track record and passion for delivering exceptional customer service whilst demonstrating your well-established customer experience capabilities within luxury retail. We are open to consider applications from different industries who have the required skill set and passion for delighting customers at every touchpoint of their in store journey.
Other key attributes include:
- Have a well-established understanding of the retail and competitive environment in which the Nespresso boutique operates i.e. KPIs.
- Demonstrate a real passion for coffee and willingness to learn, leveraging new knowledge and skills to enhance your role.
- Demonstrate a solid understanding of effective team coaching and training coupled with providing timely feedback, enabling people to be the best that they can be.
- Play a key role in supporting a positive and collaborative team culture.
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.
To find out more about Nespresso please visit: www.nespresso.com
At Nestlé, our values are rooted in respect and we believe that embracing diversity and fostering an inclusive environment allows everyone to reach their full potential and drives innovative thinking. We strongly encourage applications from individuals of all gender identities, ethnic backgrounds, those with disabilities, parents, carers and members of the LGBT+ community. Please let us know if we can provide accommodations to ensure your full participation in the application process.
To find out more about Nestlé’s commitment to DEI: Nestlé's Commitment to a Diverse and Inclusive Workplace
Customer Experience Team Lead - Selfridges Oxford Street employer: Nestlé
Nestlé in the UK is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration. With flexible hybrid working arrangements, employees enjoy a healthy work-life balance while having access to extensive growth opportunities in the rapidly evolving field of digital commerce. Joining Nestlé means being part of a forward-thinking team that values data-driven decision-making and empowers its members to make a meaningful impact on the business.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Lead - Selfridges Oxford Street
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nestlé. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nestlé before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Team Lead - Selfridges Oxford Street
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nestlé:Your cover letter is your chance to shine! Tell us why you want to work at Nestlé specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nestlé!
How to prepare for a job interview at Nestlé
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
