At a Glance
- Tasks: Lead a world-class customer support team and drive digital transformation.
- Company: OnBuy, one of the UK's fastest-growing tech companies.
- Benefits: Up to £80,000 salary, company equity, 25 days leave, and career development.
- Other info: Hybrid role with opportunities for growth and a commitment to equality.
- Why this job: Shape meaningful change in a fast-paced, innovative environment.
- Qualifications: Proven leadership in scaling customer operations and strong problem-solving skills.
The predicted salary is between 48000 - 64000 £ per year.
OnBuy is an online marketplace on a mission to be the best choice for every customer, everywhere. We were recently named one of the UK's fastest‐growing tech companies on the Sunday Times 100 Tech list.
Working at OnBuy
We are a team of driven, motivated people who thrive in a fast‐paced environment. Success here means taking charge, owning your responsibilities, and staying focused and ruthless in prioritisation while thriving amid constant change. At OnBuy you are more than a number—your voice can shape meaningful change. You'll grow alongside the company as we evolve.
About the Role
The Head of Customer Response leads a world‐class customer support function that delivers fast, empathetic, and consistent outcomes. The role drives efficiency and continuous improvement through technology, data, and process excellence while protecting and elevating the buyer and seller experience at scale.
Key Responsibilities
- Own customer support strategy across buyers and sellers
- Lead multidisciplinary teams through buyer escalations, seller support queries, and implementation of the 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 seller internally, surfacing trends and insights
- Work with Product Owners to feed prioritised improvements into the long‐term roadmap, including AI tools and self‐serve capabilities
- Build quarterly insights and feedback loops across the 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 e‐commerce or marketplace environments
- Track record scaling support teams in high‐growth or complex settings
- 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 skills
- Ability to inspire, coach, and develop customer‐focused teams
Benefits
The salary for this role is up to £80,000 depending on experience. We also offer the following benefits:
- Company equity – you own a piece of the business as we grow
- 25 days annual leave + Bank Holidays
- 1 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‐opportunities employer. We are dedicated to creating a fair and transparent workforce, starting 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 working from either our Bournemouth or Manchester offices.
Head of Customer Response ( Digital Transformation) in Manchester employer: OnBuy
At OnBuy, we pride ourselves on being a dynamic and rapidly growing online marketplace that values each team member's contributions. Our work culture fosters collaboration and innovation, providing ample opportunities for personal and professional growth in a fast-paced environment. As a Senior Performance Marketing Manager, you'll play a pivotal role in shaping our marketing strategies while enjoying the benefits of a supportive team that encourages meaningful change and prioritises your voice.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Response ( Digital Transformation) in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OnBuy. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OnBuy before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Response ( Digital Transformation) in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OnBuy:Your cover letter is your chance to shine! Tell us why you want to work at OnBuy specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OnBuy!
How to prepare for a job interview at OnBuy
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
