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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and drive impactful change.
- Company: Join Omaze, a company transforming lives through luxury prizes and charity.
- Benefits: Enjoy generous leave, stock options, and a personal development budget.
- Other info: Work in a diverse environment with excellent growth opportunities.
- Why this job: Make a real difference while shaping the future of customer service.
- Qualifications: Experience in managing customer service teams and using performance metrics.
The predicted salary is between 40000 - 50000 £ per year.
About Omaze
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.
Customer Service Manager employer: Omaze
Contact Detail:
Omaze Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially how they impact customer experience. This will help you tailor your answers and show you're genuinely interested in joining the team.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing your experience in managing customer service teams.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in leaving a positive impression. And remember, apply through our website for the best chance at landing that Customer Service Manager role!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Manager role. Highlight your experience in managing customer service teams and working with outsourced partners, as this will show us you understand what we're looking for.
Showcase Your Metrics Knowledge: We love data-driven decision-making! Include specific examples of how you've used performance metrics like CSAT and SLAs to improve customer experiences in your previous roles. This will demonstrate your operational excellence.
Be Personable and Authentic: When writing your application, let your personality shine through. We want to see your passion for customer service and your ability to connect with people. A genuine tone can make a big difference!
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Omaze
✨Know Your Metrics
Familiarise yourself with key performance metrics like CSAT, FTR, and SLAs. Be ready to discuss how you've used these metrics in past roles to drive improvements and enhance customer experiences.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and developed teams in a fast-paced environment. Highlight your coaching style and how you empower team members to excel in their roles.
✨Demonstrate Your Problem-Solving Ability
Think of specific instances where you've handled complex customer issues or escalations. Be ready to explain your thought process and the steps you took to resolve these situations effectively.
✨Be Customer-Centric
Emphasise your genuine interest in understanding and improving the customer journey. Prepare to discuss how you've acted as the voice of the customer in previous roles and how you plan to do so at Omaze.