eCommerce Customer Service Supervisor

eCommerce Customer Service Supervisor

Scope - Salford Hub, Units 19-20, Westlink Business Park, Guide Street, Salford, M50 1BX (optionally remote). Salary £32,386 per year, full time (35 hours) permanent.

Closing date: 11:59pm GMT, Wednesday 6 May 2026.

Responsibilities

• Supervise day to day activity of the customer service operation at the eCommerce Hub.
• Train, coach, and develop the team through regular 1 2 1 meetings and Personal Development Plans (PDPs).
• Monitor Service Level Agreements (SLAs) ensuring messages and cases are responded to and closed within agreed timeframes.
• Ensure all correspondence issued to online customers is in line with Scope's brand and tone of voice.
• Collate data from all platforms and share insights to inform decision making.
• Provide regular updates to the eCommerce leadership team on performance and attend meetings.
• Handle first line escalations of complex cases and complaints.

Qualifications

• Interpersonal and communication skills with the ability to build positive relationships with colleagues, suppliers and online customers.
• Experience working collaboratively with suppliers and stakeholders, maintaining open and effective communication.
• Experience supervising or managing a small team.
• Ability to coordinate activities, manage competing priorities and keep operations running smoothly.
• Organised, supportive and customer focused with a passion for delivering great service and developing others.

Benefits

• 27 days holiday plus bank holidays.
• Flexible, hybrid and remote working options.
• Pay progression at 6 months and 2 years.
• Company pension.
• Excellent training and career development.
• Discounted gym membership and cycle to work scheme.

Legal right to work in the UK is required. No visa sponsorship will be provided.

We welcome applications from people of all backgrounds, including those with lived experience of disability.