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Omaze on cord

Omaze

Customer Service Manager

London, UK
Entertainment · Media/Broadcasting
Omaze gives anyone the chance to win amazing prizes while supporting great causes.
Active
3 weeks ago
Responds to
N/A
Responds in
N/A
Requests
None yet. Be the first one!

Skills & Experience

Job roles: Customer Operations, CSM/Account Manager
Experience level: Lead
Core skills considered: Customer service, CX
Other skills considered: Privacy

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

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

Company Benefits

  • 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

Interview Process

1. Recruiter Screen
2. Hiring Manager Interview
3. Panel Interview
4. SLT Interview
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Talent
Active 3 weeks ago
Omaze are no longer hiring for this position.

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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