Head of Customer Support — eCommerce | GSF Car Parts
📍 [Wolverhampton / Hybrid ] · Full-time
We're one of the UK's leading automotive parts retailers, and our eCommerce division is growing fast — in the UK and across Europe. We're looking for a Head of Customer Support to own the customer experience behind it all.
This role is based 3 days in the office, 2 from home. The office can not be accessed via public transport, so own vehicle is a must.
The role
This is your chance to build and lead a support function that genuinely moves the needle. You'll own the end-to-end support experience across all our digital channels in the UK, while managing the outsourced partner who'll deliver customer support across our new European markets. Getting that partnership right — the onboarding, the standards, the performance — is central to our expansion, and it's yours to own.
You won't just be firefighting tickets — you'll be tackling root causes, driving down cost-to-serve, and making sure every customer, trade or retail, gets fast, expert help when they need it.
What you'll do
· Set and deliver the support strategy for our eCommerce division
· Own the relationship with our outsourced support partner delivering European expansion — from selection and onboarding to day-to-day performance
· Set service standards, SLAs, and quality benchmarks, and hold the partner accountable to them
· Own the metrics that matter — CSAT, response times, resolution, cost-to-serve — across both in-house and outsourced operations
· Use support data to fix friction across the customer journey
· Partner with trading, fulfilment, and digital to solve problems at source