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York, Yorkshire Nespresso

Position Snapshot

Business Area: Nespresso
Customer Relations Lead
Location: York - Hybrid working
Salary £30,000 to £35,000 depending upon experience + potential bonus + other fantastic benefits

This is a full-time permanent opportunity, but we are always open to discussing individual's flexible working needs so please speak to us during the recruitment process to understand what this could look like for you.

Position Summary
We are recruiting for a Customer Relations Lead to join the fast paced and energetic Nespresso team reporting directly to the Customer Relations Manager. Customers are at the heart of everything we do and providing them with exemplary levels of service is pivotal to our future success.

In this newly created role, the Customer Relations Lead is responsible for reviewing and enhancing data points for the business ensuring high quality service standards are maintained and improved, acting with honesty and integrity providing insights throughout the business. You will support our high customer satisfaction ambitions by motivating, engaging and inspiring the team and will contribute to continuous improvement projects.

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 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; providing the very highest quality coffees that can be enjoyed in the comfort of consumers' own homes and out-of-home locations, such as restaurants, hotels, offices and luxury retail businesses. We guarantee quality by taking a careful, thoughtful and sustainable approach to how we produce and market our premium coffee capsules and machines.

From sourcing through to recycling, sustainability is at the core of Nespresso's business, which is why every cup of Nespresso coffee will be carbon neutral by the end of 2022. Nespresso sources 93% of its coffee through its AAA Sustainable Quality Program, with almost half also certified with Rainforest Alliance or Fairtrade. Nespresso capsules are created from aluminum, an infinitely recyclable material that is recirculated into the aluminum supply chain.

With corporate headquarters in Lausanne, Switzerland, Nespresso is present in over 81 countries and counts over 13,000 employees worldwide. Nespresso UK&ROI - a certified B Corp - operates 45 boutiques, as well as an e-Commerce platform, delivering barista-level coffee experiences of the highest quality to both at-home and professional customers across the United Kingdom and the Republic of Ireland. To learn more visit .

A day in the life of a Customer Relations Lead
The Customer Relations Lead role is to oversee day-to-day customer contact, provide high quality team management and act as an ambassador for excellent customer service to support our high customer satisfaction ambitions. You will continuously elevate the customer experience through continuous improvement to process and will have the voice of customer at front of mind.

As a Customer Relations Lead and role model, you must embody Nespresso values and demonstrate a commitment toward the accomplishment of the team and business goals.

Your key responsibilities will also include:

  • Development of APIs into PowerBI helping the business uncover areas of improvement
  • Performance and talent management activities in line with the annual people, development and performance process, including identifying talent gaps, succession planning and training to ensure the team achieves and maintains competency levels
  • Leading initiatives to identify and understand requirements to address customer specific needs and expectations which drive customer retention
  • Focusing on continuous improvement and innovation, identifying opportunities for improvements to processes and techniques
  • Championing a culture of quality customer experience and delivering an outstanding level of service to both internal stakeholders and external customers by balancing processes and reasoned exceptions adequately
  • Overseeing the day-to-day customer contact and coaching the team to self-serve and be coffee/service subject matter experts and to translate this knowledge and expertise with relevance to each customer
  • Initial point of contact for operational issues and ensuring that updates are provided to the Customer Experience team.
  • Create and maintain integral reports to monitor daily, monthly, yearly performance and proactively add data that supports business objectives
  • Implementing and undertaking quality assurance checks to reduce errors and to minimise risks
  • Focusing on ensuring our customers see long term value of Nespresso and advising, coaching and mentoring others on process and tools to be utilised with this vision in mind
  • Adhering to the operational budget and ensuring compliance to the execution of the Customer Relation Centre guidelines
  • Escalating operational challenges immediately that require prompt resolution based on customer contact analysis and supports CC Seniors in the delivery of plans for pragmatic solutions outlining clear actions and ownership

What will make you successful?
You will demonstrate experience in operational delivery, performance management, problem solving, and relationship management in a fast-paced, customer-driven environment. Strong communication, quality assurance, and continual improvement skills are essential. You will also have:

  • Experience in fast-paced customer facing environments providing exemplary levels of service
  • Expertise in customer experience
  • Ability to build APIs into supporting tools allowing greater insight of business challenges
  • Expertise in comprehensive reporting solutions and provide data analytics to monitor KPIs, highlight useful information and support decision making
  • Proven experience of stakeholder management
  • Experience of continuous improvement projects and the management of customer satisfaction levels
  • Analytical mindset and formulate data driven ideas to improve our operation
  • Good problem solving and decision making skills

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.

Job advert posting date 12/01/2023
Job advert closing date 26/01/2023

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 - for our employees, our customers and our consumers. That's why 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. We are committed to equal opportunity for all and we may collect relevant data for monitoring purposes during our candidate registration process. Be yourself, everyone else is taken!

Right to work in the UK
In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. The successful candidate therefore must be able to demonstrate their right to work status for the UK during the recruitment process. We have assessed this role and it could be applicable for sponsorship under the Skilled Worker route. If you do not have the right to work in the UK and you are unable to gain this independently, we may be able to provide sponsorship under the Skilled Worker route in line with the Home office guidelines. We encourage you to review the UK Home Office guidelines ahead of submitting a job application to review whether you meet the eligibility criteria under the Skilled Worker route and understand the immigration fees that you would be responsible for when making a visa application. If you require sponsorship, please discuss this with us as part of the recruitment process.

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