Customer Contact Manager (12 month FTC)

Nestlé SA; York; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

Nespresso is seeking a dynamic B2B Customer Contact Manager in York. This role involves overseeing customer contact, leading a team to enhance the customer lifecycle, and ensuring operational excellence. Candidates should have a strong background in customer experience and team management, with exemplary service delivery standards.

Benefits

Nespresso Coffee machine

Potential bonus

Generous pension scheme

12 flexible days

2 paid volunteering days

Personal development and growth focus

Qualifications

• Strong customer experience background and customer sales.
• Experience in managing and motivating teams.
• Knowledge of Nespresso products and services is a plus.

Responsibilities

• Manage and mentor Customer Contact Team Leaders and Experts.
• Champion exemplary customer service standards.
• Oversee day-to-day customer contact operations.

Skills

Customer Experience

Team Leadership

Stakeholder Management

Problem Solving

Job description

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Salary up to £50,000 depending on experience + Nespresso Coffee machine + potential bonus + generous pension scheme + 12 flexible days on top of holiday entitlement + 2 paid volunteering days + other fantastic benefits!

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.

At Nestlé we are proud to support and provide equality of opportunity that supports employees to effectively blend their work life and commitments through hybrid and flexible working arrangements, so speak to us to understand what this could look like for you.

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 the reference in portioned coffee and 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 to provide the very highest quality coffees that could be enjoyed in the comfort of consumers' own homes and also savoured at out-of-home locations, such as restaurants, hotels, offices and luxury retail businesses. We guarantee quality by taking a careful, thoughtful approach in how we source our ingredients, produce and market our premium coffee products. With corporate headquarters in Lausanne, Switzerland, Nespresso is present in over 60 countries and counts over 12,000 employees worldwide. To learn more visit www.nespresso.com.

Position Summary

Here at Nespresso, we are currently recruiting for a dynamic and experienced B2B Customer Contact Manager to join our team in York. In this pivotal role, you will oversee the management of customer contact, acting as a brand ambassador while continuously enhancing the customer lifecycle. You will lead a team of Customer Contact Team Leaders and Experts, driving high customer satisfaction and operational efficiencies to elevate the customer journey. You will be a part of a team based in our York office where you will share the value of open communication to generate impact and return towards our common goals.

A day in the life of a B2B Customer Contact Manager

Your key responsibilities will include:

• Team Leadership: Manage and mentor Customer Contact Team Leaders and Experts, ensuring effective communication and resolution of people issues while fostering a positive work environment.
• Customer Experience Excellence: Champion exemplary customer service standards, coaching your team to meet and exceed customer expectations, and driving customer retention through tailored solutions.
• Stakeholder Engagement: Foster transparent communication with internal stakeholders, aligning the objectives of the Customer Relationship Centre with the B2B Commercial Team to ensure mutual understanding and collaboration.
• Operational Excellence: Oversee day-to-day customer contact operations, manage escalated cases, and implement quality assurance strategies to minimize errors and enhance service delivery.
• Continuous Improvement: Identify opportunities for process streamlining and contribute to ongoing improvements in customer service, leveraging customer feedback and operational insights.
• Performance Management: Monitor key performance indicators (KPIs) related to service quality, efficiency, and commercial performance, ensuring adherence to operational budgets and reporting requirements.

What will make you successful

To be successful in this role you will already have a strong customer experience background under your belt, including direct customer sales and stakeholder management. You will be passionate, tenacious; results focused and enjoy working in a highly energetic and exciting environment. Acting as an ambassador for the brands, you will need to be highly organised, conscientious and a team player. You’ll also have:

• Proven experience in fast-paced customer-facing environments, with a focus on exemplary service delivery.
• Experience in managing and motivating teams, with a track record of continuous improvement initiatives.
• Excellent problem-solving and decision-making skills.
• Knowledge of Nespresso products, services, and the broader coffee market is a plus.

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.

The closing date for this role is the 1st July 2025.

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. When we embrace diversity 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. People of all gender identities, ethnically diverse individuals, people with disabilities, and members of the LGBT+ community are strongly encouraged to apply. If there is anything we can do to accommodate you to participate fully in the application process, please let us know. We take pride in championing inclusion and diversity, our people make up a number of Colleague Networks who represent different experiences and communities who hold us accountable in creating a sense of belonging for all, and our values create the conditions for us to respect the unique contribution you bring. Find out more about our Colleague Networks here: Diversity, equity and inclusion | Nestlé (nestle.co.uk)

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!