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For Companies At a Glance
- Tasks: Lead a world-class customer support team and drive digital transformation.
- Company: Join OnBuy, one of the UK’s fastest-growing tech companies.
- Benefits: Competitive salary, company equity, generous leave, and career development opportunities.
- Why this job: Make a real impact on customer experience in a dynamic environment.
- Qualifications: Proven leadership in scaling customer operations and strong problem-solving skills.
- Other info: Hybrid role with options to work from Bournemouth or Manchester.
The predicted salary is between 60000 - 84000 £ per year.
OnBuy is an online marketplace that aims to be the best choice for every customer, everywhere. We have recently been named one of the UK’s fastest‑growing tech companies in the Sunday Times 100 Tech list, and we remain laser‑focused on our mission and the collective effort needed to succeed.
We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge, fully own your responsibilities, and roll up your sleeves to get it done. You will be surrounded by opportunities, but you must stay focused, prioritise ruthlessly, and thrive in a constantly evolving environment.
About the Role: The Head of Customer Response (Digital Transformation) leads a world‑class customer support function that delivers fast, empathetic and consistent outcomes while driving efficiency and continuous improvement through technology, data and process excellence. You will lead a remote team and partner closely across all aspects of our business to ensure our customers, both buyers and sellers, feel confident, supported and valued at every interaction. This role is critical in building trust, protecting our community and enhancing platform reputation at scale.
Key Responsibilities
- Customer Support Leadership
- Own customer support strategy across buyers and sellers
- Lead multi‑disciplinary teams across buyer escalations, seller support queries and the implementation of our Risk Management governance framework
- Ensure consistent resolution quality, tone of voice and policy adherence
- Operational Transformation
- Lead the evolution of customer support into a proactive, AI‑augmented function
- Architect scalable support systems that reduce manual intervention and improve resolution speed
- Embed automation and predictive analytics into support workflows to eliminate recurring issues
- Deliver performance to SLA and quality standards
- Build and mature operational frameworks, playbooks and escalation pathways
- Partner with Technology to identify and fix systemic root causes
- Customer Advocacy & Insights
- Act as a champion of the buyer and the seller internally, surfacing trends and insights
- Work with Product Owners to feed prioritised improvements into our longer‑term roadmap, including AI tools and self‑serve capabilities
- Build quarterly insights and feedback loops across business anchored in customer feedback
- Team & Culture Leadership
- Coach, empower and develop leaders and teams
- Set clear goals, rhythms and operational reporting
- Foster a culture of accountability, learning and high performance
- Risk & Compliance
- Ensure compliance with platform policies and regulatory obligations
- Manage complex and high‑risk escalations
- Work closely with Risk team to protect customers and brand
Requirements
- Proven leadership in scaling customer operations through digital transformation, preferably in eCommerce or marketplace environments
- Track record scaling support teams in high‑growth or complex environments
- Experience implementing support tech including CRM systems, automation and AI tooling
- Strong cross‑functional leadership with Product, Tech, Risk and Legal
- Customer‑obsessed with strong problem‑solving and operational rigour
- Data‑driven decision making and reporting capability
- Excellent communication, stakeholder influence and crisis management
- Ability to inspire, coach and develop customer‑focused teams
Benefits
- Salary £70,000 to £80,000 depending on experience
- Company equity – an opportunity to own a piece of the business
- 25 days annual leave + bank holidays
- One extra day off for your birthday
- Employee Assistance Programme
- Perks at Work benefit platform
- Opportunities for career development and progression
Our Commitment
OnBuy is an equal‑opportunity employer. We are dedicated to creating a fair and transparent workforce, with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age. This role will be hybrid, with the option to work from either our Bournemouth or Manchester offices.
Head of Customer Response (Digital Transformation) in Bournemouth employer: OnBuy
Contact Detail:
OnBuy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Response (Digital Transformation) in Bournemouth
✨Tip Number 1
Get to know OnBuy inside out! Familiarise yourself with their mission, values, and recent achievements. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by thinking about how your experience aligns with the role. Be ready to share specific examples of how you've led teams through digital transformation and improved customer support processes.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the OnBuy family and ready to roll up your sleeves!
We think you need these skills to ace Head of Customer Response (Digital Transformation) in Bournemouth
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about leading customer support and driving digital transformation at OnBuy.
Tailor Your Experience: Make sure to highlight your relevant experience in scaling customer operations and using tech tools. We love seeing how your background aligns with our mission and the specific responsibilities of the Head of Customer Response role.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and skills stand out without unnecessary fluff. This helps us see your potential quickly!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at OnBuy.
How to prepare for a job interview at OnBuy
✨Know Your Stuff
Before the interview, dive deep into OnBuy's mission and values. Understand their customer support strategy and how digital transformation plays a role in it. This will help you articulate how your experience aligns with their goals.
✨Showcase Leadership Skills
Prepare examples of how you've successfully led teams through change, especially in high-growth environments. Be ready to discuss specific strategies you've implemented that improved customer support and operational efficiency.
✨Emphasise Data-Driven Decisions
OnBuy values data-driven insights, so come prepared with examples of how you've used data to inform decisions. Discuss any tools or analytics you've employed to enhance customer experience and operational performance.
✨Cultural Fit is Key
Demonstrate your understanding of OnBuy's culture by discussing how you foster accountability and high performance within teams. Share your approach to coaching and developing team members, as this aligns with their focus on team and culture leadership.
