Customer Services Manager (Newline)

About Newline
At Newline, we are building something special. We partner with the global auction community to deliver intuitive, powerful technology that transforms how auctions operate. Our three-year vision sets out where we are heading and how we will get there together. By 2028, Newline will be recognised as a place where people genuinely thrive: collaborative, supportive, ambitious, and human.

The Opportunity
We are looking for a Customer Services Manager to lead and evolve our customer support function across the Auctions Division. This is a high-impact leadership role responsible for shaping the future of customer service at Newline—driving excellence, building a high-performing team, and embedding AI-led innovation at the heart of how we support our customers.

A key focus of the role is to deeply understand customer pain points—working closely with customers and internal teams to identify challenges—and then translate those insights into practical, AI-driven solutions that improve efficiency, reduce friction, and enhance the overall customer experience.

You will play a central role in ensuring that AI is not just adopted, but applied in ways that deliver meaningful, real-world value for both our customers and our teams. The successful candidate will lead our 1st, 2nd and 3rd line support teams through an exciting period of transformation as we continue our transition to cloud-native solutions.

AI & Innovation Leadership
Lead the adoption and practical application of AI across the customer services function.
Identify opportunities to use AI to improve ticket handling, call management, knowledge sharing, and response times.
Drive efficiencies that enhance both team productivity and customer experience.
Champion a culture of curiosity—encouraging the team to explore, test, and adopt new AI-driven approaches.
Work closely with Product and Technology teams to ensure AI capabilities are aligned with real customer and operational needs.
Use data and AI-driven insights to proactively identify trends, predict issues, and continuously improve service delivery.

What You’ll Be Responsible For

• Customer Experience & Service Excellence
  Define and deliver a best-in-class customer service proposition aligned with Newline’s vision and values.
  Own and continuously improve service levels, ensuring consistent delivery against and beyond agreed SLAs.
  Act as a senior escalation point, building trust and resolving complex customer challenges with professionalism and empathy.
• Leadership & Team Development
  Lead, inspire, and develop a multi-layered support team across geographies.
  Create an environment where people feel supported, motivated, and able to do their best work.
  Invest in training, coaching, and career development—helping individuals grow and progress.
• Transformation & Change
  Lead the customer support function through the transition from on-premise to cloud-native solutions.
  Build confidence and capability within the team through structured upskilling and recruitment.
• Operational Excellence
  Ensure effective resource planning to meet current and future business needs.
  Develop and refine processes, policies, and systems that support scalable, high-quality service delivery.

What We’re Looking For
This role is about more than operational delivery—it’s about leadership, culture, and impact. We are looking for someone who:

• Is passionate about delivering outstanding customer experiences.
• Brings strong people leadership skills, with the ability to motivate, support, and develop others.
• Thrives in a collaborative environment and actively contributes to a positive team culture.
• Has strong communication skills and builds trusted relationships both internally and externally.
• Thinks strategically while remaining hands-on, particularly in the early stages, to support the team and shape the department’s evolution.

Culture & Values
At Newline, culture is not a statement—it’s something people feel every day. We believe in:

• Putting people first – supporting each other to succeed.
• Collaboration – working openly and sharing knowledge freely.
• Innovation – challenging ourselves and continuously improving.
• Long-term thinking – building careers, relationships, and solutions that last.

Why This Role Matters
Customer service is one of Newline’s defining strengths. This role plays a critical part in delivering on that promise—ensuring every interaction reflects our commitment to being trusted, proactive, and genuinely helpful.

What You Can Expect
A high support ticket volume business looking to reduce tickets using AI agents and bug fixes. A collaborative, supportive, and forward-thinking environment. The opportunity to lead and shape a critical function within the business.