Customer Experience Team Lead

Nestlé; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading coffee brand in London seeks a passionate Customer Experience Team Lead. In this role, you will engage customers with unique coffee experiences while showcasing your extensive knowledge and enthusiasm for Nespresso products. Responsibilities include leading a team, training, and ensuring exceptional service standards. The position offers a competitive salary and benefits such as a pension plan and complimentary coffee supplies. Join us to elevate the customer journey and be a part of our Nespresso story.

Benefits

Competitive Pension

25 days holiday + bank holidays

Complimentary Nespresso Coffee Machine

Monthly supply of coffee capsules

Excellent training

Qualifications

• Proven track record of delivering exceptional customer service.
• Strong understanding of retail and competitive environment.
• Ability to inspire customers to explore coffee options.
• Demonstrates effective team coaching and feedback.

Responsibilities

• Engage customers through storytelling and theatre.
• Display expert knowledge of Nespresso's products.
• Maintain exceptional housekeeping standards.
• Facilitate training for new starters.
• Resolve escalated customer complaints.

Skills

Exceptional customer service

Communication skills

Interpersonal skills

Team coaching

Passion for coffee

Job description

Position Snapshot

Nespresso

Retail – Customer Experience Team Lead
Selfridges, Oxford Street, London

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

Position Summary

We are looking for flexibility to work Monday – Sunday, including opening and closing shifts (trading hours are 10:00am – 10:00pm) on a monthly rota basis.

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?

As the ultimate Nespresso Ambassador and coffee enthusiast, you will inspire customers to explore their options for a tailormade coffee experience. You will exceed the expectations of every customer and have the expertise to provide a taste of luxury.

• 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.

What we will offer you

In return, as part of Nespresso we will offer you first‑class training and great career development opportunities.

You can count on us for an attractive benefits package:

• A 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

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.

To find out more about Nespresso please visit: www.nespresso.com

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