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For Companies At a Glance
- Tasks: Lead a dynamic customer support team and enhance customer satisfaction in a fast-growing online marketplace.
- Company: Join an established and rapidly expanding business with a focus on career development.
- Benefits: Competitive salary, growth opportunities, and a supportive work environment.
- Why this job: Make a real impact by championing customer success and improving service quality.
- Qualifications: Proven experience in customer support management and strong leadership skills.
- Other info: Collaborate across teams to drive improvements and ensure compliance with UK regulations.
The predicted salary is between 36000 - 60000 ÂŁ per year.
This is a great opportunity to work for an established and fast growing business, where you will have the opportunity to develop a worthwhile career. The company is experiencing significant growth and this will create genuine opportunities to develop the role further.
Role Overview
We are looking for an experienced Customer Support Manager/Head of Support to lead and develop our customer support function in a fastâgrowing online marketplace. You will be responsible for delivering an excellent, fair, and transparent experience for both consumers and service providers, while ensuring compliance with UK consumer protection law and CMA guidance for online platforms. This role combines people leadership, operational excellence, customer advocacy, and regulatory awareness, with a strong focus on complaints handling, trust, and continuous improvement.
Key Responsibilities
- Team Leadership & Performance
- Lead, coach, and motivate a customer support team
- Embed a customer happiness and success mindset and meet operational KPIs
- Set clear performance targets and KPIs
- Conduct regular 1:1s, performance reviews, and training sessions
- Foster a customerâfirst, compliant, and solutionsâdriven culture.
- Customer Experience, Success & Operations
- Oversee dayâtoâday customer support operations across online tickets and phone
- Ensure fast, fair, and consistent resolution of customer and member issues
- Act as an escalation point for complex complaints, disputes, and sensitive cases
- Maintain high standards of professionalism, transparency, and accuracy in all customer communications whilst identifying opportunities to improve customer satisfaction, retention and trust
- Proactively identify opportunities to improve customer satisfaction, retention and trust
- Ensure customer communications are clear and outcome focused
- Customer Success & Happiness
- Champion customer success and longâterm satisfaction across the platform
- Support customer onboarding and education to help members generate the best return from the platform
- Own and improve customer satisfaction metrics
- Complaints, Trust & Safety
- Manage formal complaints and dispute resolution between customers and members
- Ensure complaints are handled fairly, consistently, and within defined timescales
- Develop a smoother process for dealing with complaints
- Identify trends relating to poor service, misrepresentation, or customer detriment
- CMA Compliance & Fair Trading Responsibilities
- Support compliance with CMA guidance on online platforms, reviews, and consumer transparency
- Use complaint data and customer insight to identify systemic issues that may pose regulatory or reputational risk
- Process Improvement & Reporting
- Review and improve support processes, workflows, and knowledge bases
- Use data, complaints insight, and customer feedback to drive service improvements
- Produce regular performance, complaints, and risk reports
- Support the rollout of new tools, features, or policies impacting customer support
- CrossâFunctional Collaboration
- Work closely with the Marketing and Sales teams to represent the voice of the customer
- Contribute to platform improvements that reduce customer friction and regulatory risk
- Support launches, incidents, and peakâdemand planning
Skills & Experience
Essential
- Proven experience in a Customer Support Manager / Customer Service Manager / Complaints Manager role.
- Experience in an online marketplace, SaaS, eâcommerce.
- Strong people management and coaching skills
- Excellent complaint handling and conflict resolution abilities
- Strong written and verbal communication skills
Desirable
- Experience working with CMA guidance or regulatory compliance
- Experience with twoâsided platforms (consumers & service providers)
- Knowledge of complaints escalation frameworks and dispute resolution
- Understanding of UK consumer protection and fair trading principles
- Experience with CRM and support tools (e.g. Slack and Aircall)
Customer Support Manager/Head Of Support in London employer: Marstep Resourcing Solutions
Contact Detail:
Marstep Resourcing Solutions Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Support Manager/Head Of Support in London
â¨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Support Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
â¨Tip Number 2
Prepare for interviews by researching the company and its customer support practices. Think about how you can bring your experience in complaints handling and team leadership to the table. Show them youâre not just a fit, but the perfect fit!
â¨Tip Number 3
Practice your pitch! Be ready to explain how you can enhance customer satisfaction and trust in their platform. Use specific examples from your past roles to demonstrate your skills in conflict resolution and operational excellence.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Customer Support Manager/Head Of Support in London
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Manager role. Highlight your relevant experience in online marketplaces and your knack for handling complaints. We want to see how you can bring your unique skills to our team!
Showcase Your People Skills: Since this role involves leading a team, donât forget to emphasise your people management and coaching abilities. Share examples of how you've motivated teams in the past and created a customer-first culture. We love hearing about your leadership style!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and structure your thoughts logically. We appreciate well-organised applications that make it easy for us to see your qualifications and fit for the role.
Apply Through Our Website: We encourage you to submit your application directly through our website. Itâs the best way for us to receive your details and ensures youâre considered for the role. Plus, it shows youâre keen on joining our fast-growing team!
How to prepare for a job interview at Marstep Resourcing Solutions
â¨Know the Company Inside Out
Before your interview, make sure you research the company thoroughly. Understand their mission, values, and recent developments. This will not only help you answer questions more effectively but also show that you're genuinely interested in the role and the company.
â¨Prepare for Scenario-Based Questions
Given the focus on customer support and complaints handling, be ready to discuss specific scenarios you've faced in previous roles. Think of examples where you successfully resolved conflicts or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
â¨Showcase Your Leadership Skills
As a Customer Support Manager, you'll need to lead a team. Be prepared to talk about your leadership style and how you've motivated teams in the past. Share examples of how you've set performance targets and conducted training sessions to foster a customer-first culture.
â¨Demonstrate Regulatory Awareness
Since compliance with UK consumer protection law is crucial, brush up on relevant regulations and CMA guidance. Be ready to discuss how you've ensured compliance in previous roles and how you would approach this aspect in the new position.
