Head Of Customer Support

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.

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.

• 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

• Proven leadership of a customer support or contact centre team, ideally in eCommerce or omnichannel retail
• Experience managing outsourced or third-party support partners, ideally across multiple markets or languages
• A track record of scaling operations and lifting service KPIs
• Strong command of helpdesk tooling and automation
• A data-driven mindset and sharp commercial instincts
• Bonus points for international or automotive experience

You'll join an ambitious, growing eCommerce team at a pivotal moment - with the scope to shape a function from the ground up and make a visible impact on the business.

GSF Car Parts is one of the UK's leading automotive parts distributors, supplying thousands of independent garages throughout the UK and Ireland with parts, tools, garage equipment and specialist training. The group has over 175 branches nationwide and a turnover exceeding £475 million. Built on the heritage and success of a dozen local brand identities acquired over several years, we have traded as one brand since November 2021. Our branch network is bolstered by centralised support and expertise from specialist departments in key areas such as procurement and supply chain, marketing and national accounts. The business also benefits from integrated IT systems, which include our industry leading catalogue system, Allicat, and access to the Group's national garage programme, Servicesure.