Customer Operations Executive

Customer Operations Executive

£27,720 per annum plus annual bonus scheme and fantastic benefits

40 hours per week across 5 days from 7, between 06.00 and 18.00 as required. Based onsite - BA7

Due to the location of the Estate a driving license is recommended for this role

Advert closes: Monday 7 September 2026 at 5pm

🔗Take a look at our Commerce site

🔗Read the full job description here

🔗Learn about The Newt in Somerset

Be at the heart of an operation where brilliant customer service, seamless deliveries and exceptional attention to detail come together.

Our Customer Operations Executive

Our Customer Operations Executive plays a key role in keeping our customer journey running smoothly from order to delivery. Working across customer service, transport and B2B operations, you’ll make sure orders are processed accurately, customers receive clear and helpful communication, and deliveries stay on track. It’s a varied, fast-moving role where organisation, problem-solving and a genuine passion for great service will make a real impact.

Key Responsibilities

• Respond to customer enquiries by phone and email, delivering a professional and consistent experience.
• Support refunds, subscriptions, loyalty schemes, aftersales, retention activity and follow-up communications.
• Help manage the customer experience during peak trading periods, monitoring feedback, issues and resolutions.
• Support delivery route planning, driver schedules and the preparation of transport documentation.
• Liaise with carriers on bookings and deliveries, tracking orders and helping resolve delivery queries and claims.
• Process and coordinate B2B orders accurately, ensuring customers receive timely updates.
• Support B2B customer queries, samples and order updates while working closely with Finance and operational teams.
• Maintain accurate records and assist with reporting on operational performance metrics.

What we can offer

• A positive workplace environment with opportunities to develop both personally and professionally.
• Peace of mind with Employee Life Cover, providing your nominated loved one with 2x your salary.
• Support from our Employee Assistance Programme, including unlimited 24/7 remote GP appointments for you and your family.
• Look after your wellbeing with complimentary access to our Spa and swimming pools and our exclusive benefit of 50% off Spa Treatments.
• Stay in shape with complimentary use of our gym and wellbeing classes.
• Access to our Cycle to Work scheme, supporting wellbeing and sustainable commuting.
• Complimentary staff meal when onsite – crafted by our dedicated kitchen team, often featuring fresh produce from our estate.
• Enjoy shopping in both our shops on estate and online with 30% discount for all our colleagues and free delivery for any online purchases.
• Complimentary garden membership for The Newt and our partner gardens, including the Eden Project, Kew Gardens and The Lost Gardens of Heligan.
• We value your hard work and recognise your achievements through our colleague recognition programme – Newt Awards, with the opportunity to achieve amazing rewards, including a complimentary Hotel Stay.
• Discover exclusive perks with discounted hotel stays for staff, accompanied by a 30% discount at our restaurants.
• A team that knows how to have fun with regular team engagement activities, including Fun Squad events.
• Up to 30 days annual leave each year for our full-time team.

What we're looking for

• Strong organisational skills with the ability to confidently manage multiple priorities.
• Excellent attention to detail across orders, documentation and operational processes.
• Clear, professional communication skills and confidence building relationships with a diverse range of customers.
• Experience managing high-volume order processing and a focus on improving workflows and efficiency.
• A customer-focused, results-driven approach with a strong sense of ownership.
• Commercial awareness with the ability to analyse information and identify trends.
• A proactive, adaptable problem-solving mindset and the ability to work effectively across multiple teams.
• GCSEs/A-Levels, or equivalent, in English and Maths, essential for reporting, data analysis and professional communication.

Where you'll be working

The Ecommerce & Retail division is the strategic revenue-generating part of the business which is behind developing, promoting and growing The Newt in Somerset as a fine-quality grocery & beverage brand that is both producer and direct-to-consumer supplier. This is achieved via a full vertically-integrated consumer proposition and operation that allows tight quality control across all phases of the product delivery, making it a truly best-in-class experience to our customers.

Who are we- The Newt in Somerset

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

INDAVR