eCommerce Assistant

Fight for Sight

JOB DESCRIPTION AND PERSON SPECIFICATION

As an eCommerce Assistant, you will play a vital role in our dynamic retail team, working closely with the eCommerce Manager to manage daily operations and support income growth. This will be achieved through the sale of a wide variety of donations from our high street shops on our online platforms, primarily eBay and other marketplaces.

Your core responsibilities will include processing high-quality stock, managing listings, providing excellent customer service, dispatching orders, and supporting a team of volunteers to ensure smooth and efficient operations. You will also collaborate with Shop Managers to communicate stock requirements and maintain a steady flow of donations. In addition, this role involves supporting the organisation and participation in events to drive sales and raise awareness, alongside collaborating with auction houses, where appropriate, to secure the best price for high-value items.

The ideal candidate will have demonstrable experience in online sales and, ideally, working knowledge of eBay and other online marketplaces. Strong communication skills, attention to detail, and a good level of written and spoken English are essential.

Responsible to

eCommerce Trading Manager.

Working hours and contract

Permanent, full-time (35 hours per week).

You will primarily work Monday to Friday, 9.30am to 5.00pm, with flexibility to work weekends as required by the needs of the business.

Salary

25k per annum.

Location

Based at our West Norwood Retail Office, SE27 9AA

Start date

As soon as possible.

Role Responsibilities:

Support daily operations of online stores, focusing on efficiency, quality assurance, and achieving listing and sales targets.

Create high-quality listings across various e-commerce channels with a focus on product condition, clear descriptions, and accurate details.

Ensure daily listing targets set by your line manager are met consistently.

Adhere to efficient processes for stock processing, listing optimisation, and order fulfilment, ensuring all steps meet company standards.

Oversee the production of high-quality photographic assets for product listings and marketing activities.

Control pricing strategies to maximise sales and profitability, supported by regular sales and performance analysis.

Collaborate with auction houses, where appropriate, to secure the best price for high-value items, maximising the impact for our beneficiaries.

Support the organisation and participation in events and pop-ups to drive sales and raise awareness of our mission.

Work closely with Shop Managers and the Donations Hub team to source appropriate volumes of stock to meet listing targets. Provide training and development to win hearts and minds and ensure smooth stock supply.

Maintain high standards of customer service across platforms by responding promptly to inquiries, feedback, and complaints, enhancing customer satisfaction and retention.

Ensure volunteer and team expenses are accurately recorded and comply with relevant procedures.

Follow correct procedures for processing retail Gift Aid to maximise its value for the charity.

Support the training and management of volunteers, providing inductions, supervision, feedback, and ongoing support to create a positive and productive work environment.

Collaborate with marketing and communications to implement effective online sales strategies and optimise the charity s online presence.

Research and monitor industry trends, sales data, and best practices in eCommerce, applying new learnings to improve performance

Proactively assess personal development needs and seek out opportunities for growth within the eCommerce field.

Ensure adherence to financial and security protocols for online sales and maintain operational functionality.

Support the maintenance of equipment and ensure it is in good working order to support eCommerce operations.

Help maintain a clean and organised working environment, ensuring both the physical workspace and digital records are well-managed.

Ensure fulfilment processes are followed, including packaging items securely, checking that details match orders, meeting dispatch times, adhering to inventory procedures, and processing returns as per policy, to maintain a high standard of customer satisfaction.

Coordinate with third-party logistics providers to ensure timely order dispatch and shipping.

Identify areas for continuous improvement in fulfilment, customer service, and operational processes, suggesting and implementing solutions to increase efficiency and effectiveness.

Help maintain a safe working environment for staff and volunteers, adhering to health and safety policies and assisting with necessary safety training.

Person specification:

Skills, knowledge & experience

Essential

• Experience with online marketplaces, particularly eBay and Depop, for listing and inventory management, and supporting sales and fulfilment.

• Ability to assist with sales analysis, understanding basic metrics to help improve performance.

• Basic photography skills for creating high-quality images of products for listings.

• Knowledge of popular brands and the ability to identify items that have potential value for resale.

• Research skills to gather information on items, brands, and trends to support listings and pricing decisions.

• Good communication skills, both verbal and written, with attention to detail.

• Commitment to delivering exceptional customer service, responding to inquiries and resolving issues efficiently.

• Understanding of eCommerce best practices, with a willingness to learn and apply new trends and technologies.

• Strong planning and organisational skills, with the ability to prioritise tasks effectively and meet deadlines.

• Basic problem-solving skills, with a logical and calm approach to operational challenges.

• GCSE grade C or equivalent in Mathematics and English or a similar qualification.

Personal Attributes

• Comfortable working in a small team, with a positive, can-do attitude.

• Highly organised, with the ability to prioritise tasks and maintain efficiency under pressure.

• Adaptable to changing circumstances, able to handle a fast-paced, evolving environment.

• Proactive and willing to take initiative, suggesting improvements to processes and operations.

• An understanding of and commitment to supporting blind and partially sighted people, aligning with the charity s mission.

Desirable

• Experience working in charity retail or a similar sector.

• Basic knowledge of Gift Aid and its application within charity retail operations.

• Understanding of marketing principles as they relate to online sales and branding.

• Experience with planning and organising events or promotional activities for online sales.

Flexibility

The role description is a general outline of duties and responsibilities and may be amended as the charity develops and the role grows. The post holder may be required to undertake other duties as may be reasonably required from time to time.