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