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

Leadership

• 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

Internal

• 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

External

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

Person Specification

Knowledge and experience

Essential

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

Desirable

• 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

Essential

• 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.

Desirable

• 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.