At a Glance
- Tasks: Lead a world-class customer support team and drive operational transformation.
- Company: Join OnBuy, one of the UK’s fastest-growing tech companies.
- Benefits: Competitive salary, dynamic work environment, and opportunities for personal growth.
- Other info: Be part of a team where your voice matters and drives change.
- Why this job: Shape the future of customer experience in a fast-paced, innovative setting.
- Qualifications: Experience in customer support leadership and a passion for technology.
The predicted salary is between 63000 - 77000 £ per year.
Head of Customer Response (Digital Transformation) On Buy, Manchester, England, United Kingdom On Buy 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 On Buy 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 On Buy 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
Wanted: Head of Customer Response ( Digital Transformation) 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.
