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Head Of Customer Support

GSF Car Parts

Job Location:

Wolverhampton - UK

Monthly Salary: Not provided by the employer

Posted: 10 August 2026 (30+ days ago)

Application Deadline: 23 November 2026

Vacancies: 1 Vacancy

Job Summary

Head of Customer Support eCommerce GSF Car Parts
Wolverhampton / Hybrid Full-time

Were one of the UKs leading automotive parts retailers and our eCommerce division is growing fast in the UK and across Europe. Were 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. Youll own the end-to-end support experience across all our digital channels in the UK while managing the outsourced partner wholl deliver customer support across our new European markets. Getting that partnership right the onboarding the standards the performance is central to our expansion and its yours to own.

You wont just be firefighting tickets youll 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 youll 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

About You

What youll bring

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

Why GSF

Youll 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.

Ready to drive the customer experience forward Apply now or get in touch.

About Us

GSF Car Parts is one of the UKs 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 Groups national garage programme Servicesure.

#INDGSF

Required Experience:

Director

Apply Now