Customer and Seller Services Manager

March 24

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OnBuy

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OnBuy is a UK-based online marketplace that offers a wide variety of products ranging from home and garden essentials, health and beauty products, electronics, and more. Unique in its approach, OnBuy does not sell its own products but provides a platform for small businesses and trusted brands to reach a broad audience. It is known for offering cashback on all purchases, enhancing customer savings with every transaction. With over 35 million products across diverse categories, OnBuy positions itself as a trusted and fair platform for both buyers and sellers, ensuring transparency and protection for each transaction.

Online Marketplace • eCommerce • Retail • Online Sales

51 - 200 employees

Founded 2016

🏪 Marketplace

🛍️ eCommerce

🛒 Retail

💰 Debt Financing on 2021-07

📋 Description

• Who are OnBuy? • 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 Deloitte's Technology Fast 50 for the third year in a row (as well as 'Fastest-Growing Tech Business in the South West'). • 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. We work in a flexible way, meaning we can prioritise our health and relationships, but when we are working, we graft. • Job overview: • Customer & Seller Services Manager • As the Customer & Seller Services Manager you will be pivotal in overseeing and enhancing our dual support operations. • You will oversee the leadership of two distinct but connected service teams - our customer-facing support team and our seller-facing support team (both in-house and outsourced) to ensure prompt and effective resolution of inquiries, complaints, and disputes from both sides of our marketplace. • You will analyse the root causes of support contacts to implement long-term solutions that reduce inbound tickets while identifying opportunities for automation to minimise unnecessary human touchpoints across customer and seller support functions. • This position requires a proactive and service-centric individual with excellent communication and team management skills, the ability to plan, and a passion for delivering outstanding service.

🎯 Requirements

• A proven track record in a customer service management role, ideally in both B2B and B2C markets, with strong leadership and people management skills, with the ability to motivate, coach and develop high-performing teams. • Experience managing outsourced customer service teams • Service-centric mindset and a commitment to delivering an outstanding experience for both customers and sellers. • Data-driven decision maker with the ability to leverage data to optimise strategies and team execution. • Proven track record of conducting effective root cause analysis that led to measurable reductions in contact volumes and improved customer/seller experience. • Experience implementing automation solutions and self-service tools to improve efficiency and customer/seller satisfaction. • Demonstrable experience of flexibility to adapt to a fast-paced and evolving business environment. • Self-motivated and results-oriented, with a strong drive to achieve and succeed in a fast-paced, target-driven environment. • Excellent communication and interpersonal skills, with the ability to interact effectively with customers, sellers, stakeholders, and team members. • Sound knowledge of contact centre technologies, CRM systems, and contact centre best practices. • Familiarity with relevant software and tools for data analysis and process optimisation. • Experience managing support for a two-sided marketplace. • Understanding of the needs and challenges of both buyers and sellers in an online marketplace environment.

🏖️ Benefits

• The salary on offer for this role is £45,000 to £50,000 per annum, depending on experience. • 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.