Customer Service Manager

About the role

Omaze is a unique platform that provides individuals in the UK and Germany with the chance to win luxurious prizes and homes while contributing to charitable initiatives. We are in search of a dynamic Customer Service Manager to lead our internal customer experience team and oversee our external support operations. This role is pivotal in ensuring that we maintain exceptional service standards across all customer interactions.

Key facts

What you'll do

• Achieve key performance indicators such as Customer Satisfaction (CSAT), First Contact Resolution, Service Level Agreements (SLAs), and response times across various communication channels, including email, voice, and live chat.
• Mentor, guide, and enhance the capabilities of the internal customer experience team while effectively managing the performance of outsourced service partners.
• Examine service data to uncover trends and prepare reports on performance metrics for continuous improvement.
• Anticipate workload demands and manage resource allocation to optimize cost efficiency and service delivery.
• Develop and maintain comprehensive documentation, training resources, and scalable support processes to enhance team performance.
• Act as the voice of the customer in discussions with internal teams, such as Marketing and Product, to advocate for improvements based on customer feedback.
• Manage incident response protocols and address complex customer escalations with professionalism and efficiency.
• Ensure compliance with privacy regulations and oversee processes related to customer rights.
• Conduct regular quality assurance assessments with external partners to uphold service standards.
• Collaborate with senior leadership on budget planning and the formulation of service level strategies to enhance customer experience.

Requirements

• Demonstrated experience in managing customer service or customer experience teams within fast-paced environments.
• Proven track record of working with or overseeing outsourced support partners on a large scale.
• Proficient in utilizing performance metrics and data analytics to guide strategic decision-making.
• Hands-on experience in managing customer interactions through email, voice, and live chat support channels.
• Strong leadership skills with a focus on coaching and developing team members to reach their full potential.
• Operational knowledge in refining tools, processes, and workflows to improve efficiency.
• Experience in workload forecasting, planning, and prioritizing tasks effectively.
• Ability to remain calm and effective under pressure, particularly during incidents and escalations.

Nice to have

• Familiarity with customer service software and tools that enhance team productivity.
• Experience in the charity or non-profit sector, understanding the unique challenges and opportunities within this field.
• Knowledge of regulatory compliance related to customer data protection and privacy rights.

Skills & tools

• Proficient in customer relationship management (CRM) systems and support platforms.
• Strong analytical skills to interpret data and derive actionable insights.
• Excellent communication skills, both verbal and written, to interact effectively with customers and team members.
• Ability to work collaboratively across departments to drive customer-centric initiatives.

Practical notes

• This position requires in-office attendance three days a week to foster team collaboration and engagement.
• Employees enjoy 25 days of annual leave in addition to public holidays.
• The compensation package includes a generous 9% employer pension contribution, with a 2% employee contribution.
• Additional benefits encompass private medical and dental insurance, life assurance at four times the salary, and enhanced family leave policies.
• Employees are allocated an annual budget for professional development, including training and attendance at conferences.
• The role also includes participation in a stock options scheme, allowing employees to share in the company's success.

META

Company: Omaze

Title: Customer Service Manager

Listed

location: London

Job type: full_time

About the company

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.