Head of Customer Response

Who are OnBuy?Apply below after reading through all the details and supporting information regarding this job opportunity.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'. Working at OnBuy 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 RoleHead 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 aspect 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 ResponsibilitiesCustomer Support LeadershipOwn customer support strategy across buyers and sellersLead multi-disciplinary teams across buyer escalations, seller support queries and the implementation of our Risk Management governance frameworkEnsure consistent resolution quality, tone of voice and policy adherenceOperational TransformationLead 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 standardsBuild and mature operational frameworks, playbooks and escalation pathwaysPartner with Technology to identify and fix systemic root causesCustomer Advocacy & InsightsAct as a champion of the buyer and the seller internally, surfacing trends and insightsWork 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 feedbackTeam & Culture LeadershipCoach, empower and develop leaders and teamsSet clear goals, rhythms and operational reporting- Foster a culture of accountability, learning and high performanceRisk & ComplianceEnsure compliance with platform policies and regulatory obligationsManage complex and high-risk escalationsWork closely with Risk team to protect customers and brandRequirementsProven leadership in scaling customer operations through digital transformation, preferably eCommerce or marketplaceTrack record scaling support teams in high-growth or complex environmentsExperience implementing support tech including CRM systems, automation and AI toolingStrong cross-functional leadership with Product, Tech, Risk and LegalCustomer obsessed with strong problem solving and operational rigourData-driven decision making and reporting capabilityExcellent communication, stakeholder influence and crisis managementAbility to inspire, coach and develop customer-focused teamsBenefitsThe salary on offer for this role is upto £80,000 depending on experience.We also offer the following benefits:CompanyEquity- 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 build25 days annual leave + Bank Holidays1 extra day off for your BirthdayEmployee Assistance ProgrammePerks at Work benefit platformOpportunities for career development and progressionOur CommitmentOnBuy is an equal opportunities employer. xpwpeyx 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 working from either our Bournemouth or Manchester Offices.#J-18808-Ljbffr