Job Description

33,000 per annum plus performance bonus

Customer Service Manager

33,000 per annum plus performance bonus and fantastic benefits

Full-time,40 hours per week (Monday - Friday,8:30am-5pm) | Based onsite at The Newt in Somerset,BA7

Due to the location of the estate,a driving license is advised for this role.

Advert closes:1st September 2025

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Our Customer Service Manager

Are you passionate about creating outstanding customer experiences? Do you thrive on leading teams and delivering service excellence in a fast-paced,premium retail environment? If so,we'd love to hear from you.



As our Customer Service Manager,you'll lead a dedicated team of four,ensuring every online customer interaction reflects the quality and values of The Newt. From everyday enquiries to peak seasonal trading (Christmas,Easter,Father's Day and more),you'll play a pivotal role in making every customer feel valued,supported,and delighted.

Key Responsibilities

Lead,motivate and inspire a small team to deliver best-in-class customer service. Oversee customer communications across phone and email,acting as the point of escalation. Manage customer experience during seasonal peaks,ensuring accuracy,timeliness and presentation. Own processes including fulfilment,refunds,loyalty schemes and aftersales service. Implement retention strategies such as loyalty calls and lapsing-customer follow-ups. Act as the voice of the customer,feeding insights into marketing,operations,and product teams. Monitor and report on service performance,driving continuous improvement.

What We Can Offer

A positive workplace environment with opportunities to develop both personally and professionally. Stay in shape with complimentary use of our gym and wellbeing classes. Look after your wellbeing with complimentary access to our Spa and swimming pools and our exclusive benefit of 50% off Spa Treatments. Enjoy shopping in both our shops on the estate and online with 30% discount for all our colleagues and free delivery for any online purchases. Discover exclusive perks with our discounted hotel stays for staff,accompanied by a fantastic 30% discount at our restaurants. Complimentary garden membership for the Newt and our partner gardens including the Eden Project,Kew Gardens and The Lost Gardens of Heligan. Complimentary meal whilst on shift,created using fresh produce from our estate by our dedicated staff food chefs. We value your hard work and recognise your achievements through our colleague recognition programme "Newt Awards" with the opportunity to achieve a variety of amazing rewards including a complimentary Hotel Stay. Support from our Employee Assistance Programme for both yourself and your family. A team that knows how to have fun with monthly team activities and Estate-wide team events. Access your earnings at anytime with Wagestream,with access to nationwide brand discounts. Up to 30 days annual leave each year for our full-time team.

What we're looking for

Strong leadership skills with the ability to inspire and motivate a team. Passion for delivering outstanding customer experiences. Empathetic communicator with excellent interpersonal skills. Proactive problem-solver with resilience under pressure. Highly organised with strong attention to detail. Proven experience managing Ecommerce customer service teams. Knowledge of customer experience strategies,loyalty,and retention. (Desired) Background in luxury retail,hospitality,or peak trading environments.

Where You'll Be Working - Our Customer Service Team

The Customer Service team is at the heart of our Ecommerce operation,handling enquiries,order management,and loyalty initiatives. With a close-knit team of four,you'll ensure every customer experience embodies the quality and values of The Newt in Somerset.

Who are we - The Newt in Somersert

Nestled within an expanse of rolling fields and steeped in ancient history,our luxury country estate stands as a haven of refined elegance,inviting guests to explore acres of captivating gardens,meandering pathways,and enriching exhibitions - accessible 364 days a year for our members. Our hotel extends a warm welcome,offering a home-away-from-home experience where impeccable service flourishes in an ambiance of unassuming sophistication. Beyond the estate,the Newt's essence remains tangible,with our Ecommerce teams delivering our finest products to homes,while media and membership endeavours keep them informed of our latest developments. Behind the scenes,a tapestry of talented teams - from Housekeeping to HR,Finance to Farming - collaborates harmoniously,crafting an unforgettable journey of growth,development,and innovation,where every contribution creates unparalleled experiences.



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