Customer Service Manager

Who We Are: At Omaze, we give our community in the UK and Germany the chance to win luxury homes and other life-changing prizes — all while raising money for the causes they love. Thanks to our Omaze Community, we’ve raised over £100 million for UK charities in just five years. That’s millions helping organisations like Age UK, the RSPCA, British Heart Foundation and Great Ormond Street Hospital Charity deliver life-saving work. And the best part? We’re only just getting started. Omaze is building a business and culture committed to growth and creating significant social impact on a global scale. 🔑 About The Job As our Customer Service Manager, you’ll play a key role in delivering a seamless, high-quality customer experience across every interaction. You’ll lead and develop a small internal Customer Experience (CX) team, while overseeing a larger outsourced support function, ensuring we consistently meet performance targets across email, voice and live chat. Working closely with senior leadership, you’ll contribute to shaping and refining our customer experience strategy, while taking ownership of its day-to-day execution and continuous optimisation. You’ll be responsible for building scalable processes, improving tools and documentation, and enabling the team to respond efficiently as demand grows. Acting as the voice of the customer, you’ll surface insights, identify trends and work cross-functionally to improve the overall customer journey. 🔧 What You’ll Be Doing Delivering against key service metrics across email, voice and live chat, including CSAT, First Time Resolution, SLAs and response times Monitoring, analysing and reporting on service performance, using data to identify trends and drive continuous improvement Leading, coaching and developing a small internal CX team, while managing the performance and output of a larger outsourced partner Managing workload forecasting and resource planning to ensure effective coverage and cost efficiency across both in-house and outsourced teams Collaborating with outsource partners to set daily service goals, manage performance and maintain quality standards Owning and optimising CX tools and systems (e.g. ticketing platforms, QA frameworks, knowledge bases) to improve efficiency and scalability Building and maintaining a strong foundation of documentation, training and processes to support a lean and scalable support model Acting as the voice of the customer by capturing and sharing insights with Product, Marketing and other teams to influence improvements Supporting cross-functional initiatives to enhance customer experience through new tools, processes, policies and product changes Partnering with senior leadership to contribute to the development and evolution of the customer experience strategy Leading the CX response to incidents, coordinating with relevant teams and implementing new processes where required Handling complex and escalated customer issues with empathy and sound judgement Identifying and escalating risks or recurring issues impacting customer experience Managing and supporting privacy rights processes in line with regulatory requirements Running regular quality assurance and performance reviews with outsource partners Partnering with senior leadership to support planning around budgets, service levels and customer satisfaction targets 🤩 About You You have solid experience managing customer service or customer experience teams in a fast-paced environment You have experience managing or working closely with outsourced support partners at scale You’re confident working with performance metrics (CSAT, FTR, SLAs) and using data to drive decisions You have hands-on experience across multiple support channels (email, voice and live chat) You’re a strong people manager who enjoys coaching, developing and empowering teams You’re operationally excellent, with a track record of improving processes, tools and ways of working You’re comfortable contributing to strategic discussions while remaining hands-on in execution You’re highly organised, with experience in forecasting, planning and prioritisation You’re a clear and confident communicator who collaborates effectively across teams You handle pressure well and are confident managing incidents and escalations You’re customer-focused, with a genuine interest in understanding and improving the end-to-end experience 🙌 What’s In It For You Generous stock options scheme 25 days annual leave PLUS Bank Holidays Private medical and dental insurance 9% employer pension contributions, when you contribute at least 2% A generous personal learning and development budget each year to use on training courses, conferences and professional memberships Personal equipment budget to work from home Enhanced family leave policies Life assurance of 4x your salary Additional Info Reports to: Director of Delivery Location: Holborn, London Office Policy: 3 days in person Contract Type: Permanent DEI Statement We actively seek out diversity of thought and experience to drive innovation. We welcome all backgrounds, identities, and perspectives and work hard to ensure that every Omaze employee can bring their authentic self to work at all times.