Customer Service & Volunteer Manager (Events) in Oxford

Location: Hybrid - predominantly remote (UK-based), with on-site attendance at events

Contract: Full-time

Reports to: Head of Customer Service

Organisation: Masters Events

About Masters Events

At Masters Events, we create transformative conferences that bridge the gap between cutting-edge research in trauma, mental health, and wellbeing, and the professionals who turn that knowledge into real-world impact. Our flagship events, including Transform Trauma in Oxford, bring together world-leading experts, evidence-based practice, and practical tools in inclusive, values-driven spaces.

About the Role

We are seeking a highly organised, people-focused Customer Service & Volunteer Manager to lead customer communications and on-site volunteer delivery across all Masters Events. This role sits at the heart of our delegate experience.

You will:

• Own the customer service inbox and backend systems
• Manage refunds, transfers, and booking amendments
• Maintain FAQs and customer communications
• Recruit, train, and manage volunteer teams for live events

You’ll work closely with the Event Manager, Registration, and Programme teams to ensure every delegate and volunteer has a smooth, professional, and welcoming experience from first enquiry to post-event follow-up.

Key Responsibilities

• Own and manage the central customer service inbox across all events.
• Respond to enquiries promptly, clearly, and compassionately.
• Handle refunds, exchanges, transfers, and booking amendments via the event backend system.
• Escalate complex or sensitive issues appropriately and attend weekly team meetings.
• Maintain accurate delegate records, ticket types, and payment statuses.
• Ensure backend data remains clean, compliant, and up to date.
• Work closely with Registration and Finance to ensure smooth reconciliation of bookings and refunds.
• Raise invoices as requested and ensure manual updates are made; keep records accurate.

• Own and regularly update event FAQs for customer service.
• Draft and maintain standard customer service responses and templates.
• Work with event and marketing teams to update FAQs relevant for attendee's communications and event website.
• Coordinate with social media team on social responses.
• Support pre-event communications such as joining instructions, access and accessibility information, and on-site practical guidance.
• Recruit volunteers for each event in line with operational needs.
• Manage volunteer applications, screening, and basic vetting.
• Create and deliver volunteer briefings and training materials.
• Schedule volunteers into shifts and roles in collaboration with the Event Manager.
• Act as the primary point of contact for volunteers' pre-event and on-site.
• Ensure volunteers feel supported, informed, and valued.
• Lead the front-of-house customer service function on-site.
• Manage volunteer check-in, briefings, rotas, welfare, and escalation during live events.
• Troubleshoot delegate issues in real time with calm professionalism.
• Liaise with Registration, Event Management, and Security as needed.
• Handle post-event enquiries, refunds, and complaints.
• Contribute to event debriefs with insights into customer experience and volunteer operations.
• Specifics of working with CE claims process for both live and ensuring credits – including clean of attendance records.
• Continuously improve FAQs and response templates.

What We’re Looking For

• Strong experience in customer service, operations, or events support.
• Confidence using event platforms, inbox systems, and CRM-style tools.
• Excellent written communication and a calm, empathetic manner.
• Highly organised with the ability to juggle high volumes of enquiries.
• Confident managing people, including volunteers and temporary staff.
• Comfortable working remotely, while being available for on-site event delivery.
• Proactive, solutions-focused, and values-driven.

Why Join Masters Events

• Be part of a small, purpose-led team delivering meaningful mental health and trauma-informed events.
• Play a central role in the lived experience of our delegates and speakers.
• Flexible, mostly remote working with regular team connection points.
• Opportunity to shape and grow a function as the company scales.

This is a full-time, mostly remote position, with occasional days working in Yorkshire. We offer a competitive salary (£25,000 - £30,000 per annum), flexible remote working, twice-yearly team away weeks, statutory holidays, pension, an extra day off for your birthday, and lieu days for event work.

How to Apply

Send your CV and a short cover letter outlining your experience to our HR Manager, Kerry-Jane Godbehere via email: kerry-jane@mastersevents.com, with 'CSV Manager Application' in the subject line.