Ecommerce Customer Service Administrator

Scope’s eCommerce Hub, Westlink business park, Unit 19-20, Guide Street, Salford, M50 1BX

Job details

Scope’s eCommerce Hub, Westlink business park, Unit 19-20, Guide Street, Salford, M50 1BX
£22,932 per year full time starting salary with progression as we train you
35 hours a week The hub operates from 8am - 8pm, Monday to Sunday. Flexibility will be required as hours will be worked according to a rota and there will be some evening and weekend work.
Full time, Fixed term for 12 months

Working at Scope

35 days holiday per year (full-time equivalent)
Excellent training and career development
Company pension
Discounts at gyms, restaurants and more

Job description

Role purpose

The Ecommerce Customer Service Administrator is to support the delivery of the following strategic priorities of Scope:

Goals

Transform attitudes
Closing the disability employment gap
Ending the disability price tag

Story of change, vision

Insights and impact driven
Known for what we do
Confident colleagues

The Ecommerce Customer Service Administrator is responsible for providing timely and accurate administrative support to Scope’s Ecommerce team and online customers.

Some evening, weekend and Bank Holiday working may be required in line with eCommerce Hub operating hours.

Accountable to

eCommerce Operations Lead

Role accountabilities

To deliver the responsibilities, below.

Main responsibilities – what you are responsible for

Assist the eCommerce hub operation with administrative tasks.
Fulfil required day to day administrative tasks including emails, CRS and Scope finance systems, including data entry.
Answer and resolve Scope online customer queries in a timely and effective manner.
Liaise with the wider eCommerce team to identify and resolve any issues.
Provide ad-hoc hands-on support as required by the wider eCommerce team.

Internal contacts

Scope’s eCommerce colleagues
Retail field team, including National Sales Manager, Area Managers and shop colleagues.

External contacts

Scope’s online customers
Scope’s suppliers

Person specification

Knowledge and experience

Essential

Strong organisation skills with a great attention to detail.
Demonstrable experience of providing excellent customer service.
Experience of using customer feedback to improve performance

Desirable

Disabled or lived experience of disability.
Knowledge of and experience of using ecommerce platforms
Experience of providing administrative support to a team(s) and / or working in an administrative role

Skills

Essential

Good interpersonal skills with the ability to build relationships
Great attention to detail
Excellent customer service skills
Strong organisation and planning skills
Ability to prioritise and deal with conflicting priorities
Proficient in the use of Microsoft Office, in particular Word, Excel and Teams.
Ability to seek feedback from customers and use this to continuously improve processes.