Customer Service Advisor

Butcombe Brewery - Central; Bridgwater Without; On-site; GBP 36,000 - 40,000; Full time

Job summary

A leading brewery group is looking for an experienced Customer Excellence Manager to enhance the customer journey and strengthen cross-team collaboration. This role includes leading the Customer Excellence team, driving continuous improvement in service standards, and utilizing customer insights to inform strategies. The ideal candidate will possess strong leadership skills and a proven track record in customer service excellence. Competitive salary and benefits offered, including generous holiday and employee discounts.

Benefits

Salary: £36k–£40k

25 days holiday + bank holidays + birthday off

30% off food, drink & stays

20% off beer and merch

24/7 wellbeing support

Opportunities for growth

Qualifications

• Proven experience in leading and developing high-performing teams.
• Track record in driving customer service improvements.
• Strong communication skills at senior levels.

Responsibilities

• Lead and develop the Customer Excellence team.
• Set and execute customer service strategy.
• Drive initiatives for customer retention and satisfaction.

Skills

Leadership

Customer service excellence

Communication

Analytical skills

Stakeholder management

Tools

CRM systems

Order management platforms

Job description

We’re looking for an experienced Customer Excellence Manager to lead our Customer Excellence team and help deliver a seamless, end-to-end customer journey at Butcombe Group. This is an exciting opportunity to take ownership of customer service strategy, drive continuous improvement, and strengthen collaboration across teams and with external partners.

You’ll be responsible for ensuring consistently high service standards, supporting sales and growth initiatives, and turning customer insight into action. This is a visible, high-impact role where you’ll make a real difference to both the customer experience and the business.

What you’ll be doing

• Leading, coaching, and developing the Customer Excellence team, fostering engagement, accountability, and high performance

• Setting and executing the Customer Excellence strategy in line with wider business objectives

• Championing a customer-first culture across the business

• Overseeing order processing to ensure accuracy, efficiency, and a smooth sales-to-delivery journey

• Driving initiatives to improve customer retention, satisfaction, and loyalty

• Reporting on team performance and customer insights to company directors, providing actionable recommendations

• Using data and customer feedback to inform decision-making and service enhancements

• Working closely with Sales to identify growth opportunities and support upsell/cross-sell initiatives

• Collaborating with Sales and Marketing to ensure promotions and campaigns are clearly communicated and executed

• Reviewing, developing, and implementing processes to improve order accuracy, customer communication, and service delivery

What we’re looking for

• Proven leadership experience, with the ability to motivate and develop high-performing teams

• Strong track record in delivering customer service excellence and driving process improvement

• Excellent communication and stakeholder management skills, confident operating at senior level

• Commercially minded, with experience supporting sales and customer development

• Analytical and data-driven, able to translate insight into action

• Strong working knowledge of CRM systems and order management platforms such as Shopify

Why Join Us?

• Salary: £36k–£40k, depending on experience, with a bonus based on performance

• 25 days holiday + bank holidays + your birthday off

• 30% off food, drink & stays at any Butcombe pub

• 20% off beer and merch from our online shop

• Exclusive perks and discounts through the Benefits Bar

• 24/7 wellbeing support for your mental, physical, and financial health

• Opportunities for growth and development in a business that genuinely values its people