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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 up to £80,000, company equity, and 25 days annual leave.
- Why this job: Make a real impact on customer experience and drive meaningful change.
- Qualifications: Proven leadership in scaling customer operations and strong problem-solving skills.
- Other info: Dynamic environment with opportunities for growth and development.
The predicted salary is between 48000 - 80000 £ per year.
OnBuy are an online marketplace who are on a mission of being 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. All achievements we are very proud of, but we don’t let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed.
Working at OnBuy, we are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. You are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving. At OnBuy, you’re not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard. We are a close team, who have the opportunity to learn and grow as OnBuy evolves.
About the Role
The Head of Customer Response (Digital Transformation) is responsible for leading 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. Trust is one of the foundations of OnBuy. Your leadership ensures we protect and elevate the experience of every buyer and seller, turning challenges into loyalty and advocacy.
Key Responsibilities
- 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
- Coach, empower and develop leaders and teams
- Set clear goals, rhythms and operational reporting
- Foster a culture of accountability, learning and high performance
- Ensure compliance with platform policies and regulatory obligations
- Manage complex and high-risk escalations
- Work closely with Risk team to protect customers and brand
Experience & Skills
- Proven leadership in scaling customer operations through digital transformation, preferably eCommerce or marketplace
- 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
The salary on offer for this role is up to £80,000 depending on experience. We also offer the following benefits: Company Equity - In return for helping us to grow, we’ll offer you company equity, meaning you own a piece of this business we are all working so hard to build. 25 days annual leave +
Head of Customer Response ( Digital Transformation) Manchester or 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) Manchester or Bournemouth
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely excited about what they do and how you can contribute.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills align with their needs. Keep it concise, engaging, and focused on how you can help them achieve their mission.
✨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 joining our team.
We think you need these skills to ace Head of Customer Response ( Digital Transformation) Manchester or Bournemouth
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through. We want to see how excited you are about transforming customer experiences and making a real impact at OnBuy!
Tailor Your CV: Make sure your CV is tailored to highlight your relevant experience in digital transformation and customer support. We love seeing how your skills align with our mission and values, so don’t hold back!
Be Clear and Concise: Keep your application clear and to the point. We appreciate straightforward communication, so make sure to articulate your achievements and how they relate to the role without any fluff.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to join our team 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 show that you're not just interested in the job, but genuinely care about the company's goals.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams through change, especially in high-growth environments. Be ready to discuss specific challenges you faced and how you turned them into opportunities for improvement. This aligns perfectly with what OnBuy is looking for in a Head of Customer Response.
✨Emphasise Data-Driven Decisions
Since the role involves using data for decision-making, come prepared with examples of how you've used analytics to drive customer support improvements. Discuss any experience you have with CRM systems or AI tools, as this will resonate well with their focus on operational transformation.
✨Be Ready to Adapt
OnBuy thrives in an ever-changing environment, so demonstrate your ability to stay focused and prioritise ruthlessly. Share stories of how you've adapted to change in previous roles and how you can bring that agility to their team.
