Customer Contact Coffee Specialist
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.
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