eCommerce Customer Service Supervisor

The eCommerce Customer Service Supervisor is responsible for supervising day to day customer service and administrative activity related to Scope’s eCommerce hub, ensuring agreed processes are followed and issues are escalated appropriately.

The role works in partnership with the Online Sales Manager and Warehouse Manager to ensure Scope’s online customers receive a best in class experience and the eCommerce hub runs smoothly.

Permanent, full time (35 hours a week)

Location: Salford Hub based at Units 19–20, Westlink Business Park, Guide Street, Salford, M50 1BX with the option to work from home where required

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

In this role, you will:

• 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’s and Personal development plans (PDP’s)
• Monitor Service Level Agreements (SLA’s) ensuring that messages and ‘cases’ are responded to within the agreed timeframe and closed.
• Ensure all correspondence issued to online customers is in line with Scope’s brand and tone of voice.
• Collate data generated from all platforms and share insights to inform decision making.
• Provide regular updates to the eCommerce leadership team on performance and attend regular meetings
• Handle first line escalations of more complex cases and complaints.

Please include examples in your application that show how your skills, experience, and values match the person specification in the job description.

• Have interpersonal and communication skills, with the ability to build positive relationships with colleagues, suppliers and online customers
• Experience of working collaboratively with suppliers and stakeholders, maintaining open and effective communication
• Experience of supervising or managing a small team
• Have the ability to coordinate activities, manage competing priorities and keep things running smoothly.

We welcome applications from people with lived experience of disability and from all backgrounds. 

We also ask you to share how you support Scope’s values and contribute to our mission of creating an equal future with disabled people.

Benefits

• 35 days holiday
• Pay progression at 6 months and 2 years
• Company pension
• Excellent training and career development
• Strong colleague networks (disability, race, LGBTQ+, gender, social mobility, carers, young people)
• Wellbeing incentives, discounted gym membership, cycle-to-work scheme, and more
• Long service awards and employee recognition awards