Customer Contact Coffee Specialist

Job description

Customer Contact Coffee Specialist Business Area: Nespresso Location: York (Hybrid working) 2-3 days a week in the office minimum. Salary: Competitive hourly rate (Paid via supporting agency) Temporary/FTC until 31st Dec 2026 -Salary £26,000 – Immediate Start ! Although this is a full time opportunity, please speak to us about what flexibility means to you. We are always open to discussing individuals’ flexible working needs, so please don’t let this stop you from applying. At Nespresso, we don’t just sell coffee—we create exceptional experiences. As a global leader in premium portioned coffee, we continue to redefine at-home coffee consumption through innovation, quality, and customer engagement. We’re looking for a Customer Contact Coffee Specialist to support our consumers while acting as a true brand ambassador. In this role, you’ll elevate the customer experience at every touchpoint, building engagement, trust, and loyalty, with a strong focus on first-contact resolution. Your Impact Working within our Customer Contact Centre and reporting to the Customer Contact Manager, you will support both inbound and outbound queries across digital and phone channels. You’ll apply the Nespresso tone of voice to quickly understand needs and deliver effective, personalised solutions. Key responsibilities include: • 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 To succeed in this role, you’ll have experience in a customer-facing environment, whether in retail, hospitality, or a contact centre, and a passion for going above and beyond for customers. You’ll thrive in a fast-paced environment and enjoy delivering exceptional experiences that exceed customer expectations. Other key skills will be • Proven track record of delivering results in a target-based environment. • Proficient in Microsoft programmes, Excel, PowerPoint and Word. • Strong attention to detail, ensuring database integrity. • Strong communication skills. • Able to identify problems and drive solutions through to resolution • Experience with upselling would be advantageous. Ability to prioritise tasks effectively What you need to know Job advert posting date 03/09/2026 Job advert closing date 17/09/2026 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 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 Nestle’s commitment to DEI: Nestlé's Commitment to a Diverse and Inclusive Workplace.