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Online customer services assistant job description

Job title: Online customer services assistant

Reports to: Online sales manager

Salary: £15,075 per year

Department: Retail and communities

Role purpose

To raise money to support Scope’s work by:

  • Supporting the work of the Online sales division
  • Contributing to the online sales department making a significant profit to support Scope’s work
  • Providing customer support to external online sales customers
  • Answering queries from internal customers/ shops
  • Achieving and maintaining a top rated seller status
  • Actively promoting Scope whenever possible

Main responsibilities


  • To support Scopes volunteers to be able to make a valuable contribution to the work of Scope.
  • Be an excellent role model and create a positive environment so that all colleagues working within the online sales department feel motivated and valued.
  • Join area meetings, retail events and training as required.
  • Ensure daily tasks are carried out in line with the Scope policies and procedures.

Online trading

  • Respond to external customers in a professional and timely manner, resolving any issues to ensure a top rated seller status of 95% or above is achieved.
  • Efficiently handle all queries from internal customers/shops.
  • Order all the packaging materials for the Online sales operation.
  • Produce KPI reports as required.
  • Comply with Scope’s policies and procedures.
  • Complete all relevant administration on time and in accordance to Scope’s policies and procedures.
  • Notify the Online sales manager in the event of a break in, suspected theft or security incident (this includes suspected dishonesty by colleagues or volunteers).
  • Maintain a safe environment that protects all colleagues or volunteers and comply with all health and safety regulations as per Scope’s policies and procedures.
  • Report any maintenance or health and safety issues in the online working environment.

Key contacts


  • IT, Marketing and Digital departments at Here East (head office).
  • Divisional managers, area managers, divisional support manager, shop managers, drivers, and operational and support staff in the field


  • Logistics companies, community organisations, volunteer providers and the Probation Service.

Person Specification

Knowledge and experience


  • Experience of working in a similar role.
  • An awareness of online sales through leading platforms and auction sites


  • Demonstrable understanding of the social model of disability
  • Working within retail or service industry with particular regard to customer service and contact, working in a team environment, basic administration and simple analysis
  • Able to work efficiently within a team to create and maintain a positive and enthusiastic team.

Skills and competencies


  • Computer literate – to include Microsoft word and excel. Ability to quickly grasp Scope’s IT systems and be able to work accurately at a fast pace.
  • After training, has a basic knowledge Health & Safety and Fire regulations to identify potential risks.
  • Excellent verbal and written communication.
  • Demonstrates ethical behaviour, respects diversity and acts fairly.
  • Able to be flexible and respond positively to change.
  • Flexible to travel to training, occasional meetings if requested.
  • Understands and supports Scope’s social model of disability, what Scope does and Retail’s contribution to Scope.


  • Ability to take responsibility for your own development and learning

Scope behaviours

  • Supporting Scope: Positive and optimistic about what we can achieve and shows this in how they do their job every day.
  • Taking responsibility: Deals positively with change.
  • Solving problems: When problems arise finds and deals with the root cause.
  • Valuing customers: Engage with customers on their terms, using different approaches to suit the situation.
  • Working as part of a team: Open to feedback and reflects on information given.
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