Customer Experience Team Lead

Nestle; City of Westminster; On-site; GBP 31,000 - 36,000; Full time

Job summary

A global coffee company in Westminster seeks a Customer Experience Team Lead to deliver engaging coffee experiences while embodying the brand's values. The ideal candidate has a proven history of exceptional customer service and communication skills, with a passion for coffee. This full-time role involves managing customer interactions, training new staff, and ensuring top-quality service standards. A competitive salary of £31,250 plus bonuses, benefits such as a complimentary coffee machine, and excellent training opportunities are provided.

Benefits

Competitive Pension

Up to 10% bonus

25 days holiday + bank holidays

Complimentary Nespresso Coffee Machine

Monthly coffee capsules

Qualifications

• Proven track record of exceptional customer service delivery.
• Strong understanding of retail and competitive environment.
• Passion for coffee with willingness to learn.

Responsibilities

• Engage customers using storytelling and theatre.
• Display expert knowledge of Nespresso's products.
• Maintain exceptional housekeeping standards.
• Facilitate training for new starters.
• Manage escalated complaints.
• Contribute to commercial performance.

Skills

Exceptional customer service

Communication skills

Interpersonal skills

Team coaching

Adaptability

Job description

This is an exciting and unique position where your creativity and passion for storytelling can shine through. We are looking for an inspiring and knowledgeable Customer Experience Team Lead to take our customers on a tantalising taste-bud coffee experience. You will act as a true Nespresso brand ambassador: providing tastings, theatrical product demonstrations and continuously elevate the customer experience through inspiring our customers to explore the world of coffee.

Our Story

_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. Since 2001 in the UK, we have responded to consumers' increasing appreciation for our quality coffee and our year-on-year growth is testament to the quality of our offering. Now we'd like you to be a part of our Nespresso story, be passionate about our coffee, our customers and how we are evolving. At Nespresso, doing is everything: we produce the finest coffee that preserves the best of our world. We are committed to

Reducing, Reusing and Recycling

Making coffee a force for good. Nespresso is humbled to be joining a group of enterprises who are pioneering in their commitment - going beyond sustainability and balancing purpose with profit. The B Corp certification process evaluates performance that demands the highest standards of verified social and environmental performance, public transparency, and legal accountability to balance purpose and profit. B Corp is more than a certification - it's a movement. For Nespresso, B Corp certification reflects 30 years of commitment to sustainability

A day in the life of a Customer Experience Team Lead

• Using storytelling and theatre to engage customers in a tasteful and unique coffee experience, adapting to the customer's needs ensuring every customer interaction is elevated.
• Acting as the ultimate Nespresso brand ambassador displaying expert knowledge of Nespresso's products, services, and sustainability commitments.
• Ensures 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 contributes 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.

What will make you successful?

• You’ll have a proven track record of delivering exceptional customer service utilising your communication and interpersonal skills.
• A strong understanding of the retail and competitive environment in which the Nespresso Boutique operates.
• You’ll have a passion for coffee and willingness to learn and leverage new knowledge and skills in your own work.
• Can demonstrate an understanding of effective team coaching and training and providing feedback.
• Maintain and support a positive and collaborative team culture.

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! #LI-DNI

£31,250 annual salary + up to 10% bonus, complimentary Nespresso coffee machine & monthly supply of coffee capsules of your choice

Full-time permanent opportunity

This is a full-time permanent opportunity (40 hours / 5 days a week). We are looking for flexibility to work Monday - Sunday, including opening and closing shifts (trading hours are 10:00am - 10:00pm) done on a monthly rota basis. In return, as part of Nespresso we will offer you first-class training and great career development opportunities.

Benefits

• Competitive Pension
• Up to 10% bonus
• 25 days holiday + bank holidays
• A complimentary Nespresso Coffee Machine & monthly supply of coffee capsules of your choice.
• Excellent training