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For Companies At a Glance
- Tasks: Lead and develop a customer support team in a fast-growing online marketplace.
- Company: Established and rapidly growing business with genuine career development opportunities.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Why this job: Make a real impact on customer satisfaction and drive continuous improvement.
- Qualifications: Proven experience in customer support management and strong people skills.
- Other info: Join a collaborative team focused on customer success and compliance.
The predicted salary is between 36000 - 60000 £ 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 are experiencing significant growth and this will create genuine opportunities to develop the role further.
We are looking for an experienced Customer Support Manager/Head of Support to lead and develop our customer support function in a fast-growing 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 customer-first, compliant, and solutions driven culture.
- Customer Experience, Success & Operations
- Oversee day-to-day 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 long term 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
- Cross-Functional 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 peak-demand planning
- Essential
- Proven experience in a Customer Support Manager / Customer Service Manager / Complaints Manager role.
- Experience in an online marketplace, SaaS, e-commerce.
- 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 two-sided 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 Wales employer: Marstep Resourcing Solutions
Contact Detail:
Marstep Resourcing Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager/Head of Support in Wales
✨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 customer support philosophy and think about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets them.
✨Tip Number 3
Showcase your skills during interviews! Bring examples of how you've handled complaints or improved customer satisfaction in previous roles. This will demonstrate your ability to lead and develop a customer support function effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Support Manager/Head of Support in Wales
Some tips for your application 🫡
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 leading teams, as this will show us you’re a perfect fit for our fast-growing environment.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past roles that showcase your complaint handling, conflict resolution, and people management abilities. We want to see how you’ve made a difference in previous positions.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate straightforward communication, so make sure your key achievements and experiences shine through without unnecessary fluff.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the role. We can’t wait to hear from you!
How to prepare for a job interview at Marstep Resourcing Solutions
✨Know Your Stuff
Make sure you’re well-versed in the company’s mission and values, especially around customer support. Brush up on UK consumer protection laws and CMA guidance, as these will be crucial in your role. Being able to discuss how you can ensure compliance while enhancing customer experience will definitely impress.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you motivated your team or improved performance. Highlight your coaching techniques and how you foster a customer-first culture, as this is key for the role.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life customer support scenarios. Practice how you would handle complex complaints or disputes. Demonstrating your conflict resolution skills and ability to maintain professionalism under pressure will show you’re the right fit for the job.
✨Bring Data to the Table
Since the role involves improving customer satisfaction metrics, come prepared with data from your previous roles. Discuss how you’ve used customer feedback and complaint insights to drive service improvements. This will show your analytical side and commitment to continuous improvement.
