Job Information
Nestle Customer Relations Team Leader in York, United Kingdom
Position Snapshot
Business area: Nespresso
Job Title: Customer Relations Team Leader
Location: York Office
Hybrid: Must be able to work a minimum of 2 days in the office, including every Tuesday.
Starting salary: £35,350
Although this is a full-time permanent opportunity, 37 hours a week, please speak to us about what flexibility means to you as we are always open to discuss individual’s flexible working needs, don’t let this stop you from applying.
Position Summary
At Nespresso, we believe that our customers are at the heart of everything we do. We are currently seeking a dynamic and passionate Customer Relations Team Leader to be part of our fast-paced and energetic team. Delivering exemplary service to our customers is not just a goal; it is pivotal to our future success.
As a Team Leader, you will oversee a diverse team of ten dedicated employees, each bringing unique expertise to the table. Your role will be to communicate effectively and inspire your team to achieve their goals. You will drive impactful performance, ensuring that every individual contributes to our commitment to excellence in customer service.
You will need experience of people management and being able to prioritise your time efficiently. Your focus will be on fostering your team’s development and continuously seeking innovative ways to enhance the quality of customer interactions.
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.
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 30 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 www.nespresso.com .
A day in the life of a Customer Relations Centre Team Leader
As a Customer Relations Team Leader, a customer-first mindset will be at the forefront of your approach and decision-making. You will leverage different data sources and engage in development discussions to monitor your team’s performance, identifying opportunities to enhance the customer experience and streamline processes. By employing active listening and effective communication skills, you will empower your team for success and foster an engaging environment where employees feel comfortable sharing insights and challenges, while customers are encouraged to provide constructive feedback and praise.
In this role, you will adeptly manage diverse stakeholders and advocate for your team by establishing clear expectations and goals that align with our overarching ambitions.
You will also:
Contribute to the maintenance and improvement of the knowledge base by updating and adding relevant information to ensure accurate and up-to-date resources for customer support.
Expert in operational processes, in line with our quality standards, procedures and compliance rules. Support customers and using our digital platforms.
Contribute to customer service excellence with continuous idea generation to improve existing processes and designs to new and more efficient ways of working across all CRC tasks.
Handle challenging internal conversations and objections with respect, using active listening skills effectively to identify issues and resolve.
Providing actionable feedback to relevant stakeholders, empowering you to represent the voice of the customer and the impacts of business changes within your area of expertise.
What will make you successful?
As a Team Leader for the Customer Relations Centre, your success will be supported by the following essential experiences:
Proven experience in managing a large team within a customer-facing environment.
Expertise in delivering exceptional customer experiences and services.
A demonstrated track record of achieving results based on established targets (KPIs).
The ability to provide examples of process improvements and driving efficiencies in your role.
Experience in delivering effective coaching and training, along with providing constructive feedback.
A genuine passion for Nespresso and a commitment to delivering outstanding customer interactions.
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, benefits package and pension scheme. You will have 25 days holiday plus bank holidays. As a Team Leader you will also receive an additional 12 days flex leave to take annually. There is a real focus on personal development and growth for all our employees, so it is important to communicate your career aspirations to your direct report.
Job advert posting date: 12/12/2024
Job advert closing date: 08/01/2025
Please note, due to the time of year, interviews for this role will take place mid-January.
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: Nestlé's Commitment to a Diverse and Inclusive Workplace (https://www.nestle.co.uk/en-gb/jobs/diversity-equity-inclusion)
We are committed to equal opportunity for all and we may collect relevant data for monitoring purposes during our candidate registration process.