JOB DESCRIPTION POST: E-Commerce Team Leader GRADE: Band 3 ACCOUNTABLE TO: RESPONSIBLE TO: BASE: DBS CHECK: Director of Retail & New Business E-Commerce and Merchandise Manager Aylesbury Broadfields Site N/A JOB SUMMARY: Under the guidance of the E-commerce & Merchandise Manager take responsibility for the day to day management of the all online merchandising and sales for Helen & Douglas House, including, ebay, Amazon and website sales and promotional and marketing opportunities on other social networking media. To line manage and develop an expert e-commerce team, allocating tasks and activities on a day to day basis, with a view to increasing productivity and sales. Support the business to maximise online revenue. To ensure an excellent customer experience and the achievement of monthly sales and profit targets. Producing accurate reconciliation of sales on a monthly basis. To administer the purchase and stock management system of new goods, under the guidance of the E-Commerce & Merchandise Manager. MAIN DUTIES AND RESPONSIBILITIES: To manage the e-commerce team to achieve sales and revenue targets on a daily weekly and monthly basis. To manage the listing of donated and bought in items via Helen & Douglas online shops, ensuring that the maximum income is achieved. Prepare items for sale, including photographic merchandising; researching appropriates prices in preparation for sale, and ensuring the suitability and quality of items listed for sale. Ensure that all text prepared for listings and marketing purposes is clear, accurate and engaging. Responding to customer questions and queries in a timely manner reflecting Helen & Douglas House as a professional on-line retailer at all times.
Review seller ratings on all HDH e-commerce accounts, ensuring that all communication with customers is conducted in a manner that will maintain and/or increase ratings. To ensure that all sold items are dispatched in a prompt and efficient manner, maintaining regular communication with the customer in the event of any delays. To complete all of the relevant paperwork for each sale for internal records and external audit purposes, this should include an invoice to accompany each sale. To identify other marketing mechanisms including social media to raise awareness and promote Helen & Douglas House online shops. To keep abreast of online trends and to maximise the potential of these within the HDH online shops To actively participate in processes and procedures that support good stock control, including stock taking and recording of stock levels. To maintain accurate records of items sold on line, reconciling sales to withdrawal of funds from online trade. To assist the E-commerce and Merchandise Manager in recruiting and managing a team of volunteers to work with the online operation. To plan rotas and allocate work to the team on a daily basis dependant on the days priorities. To train the team in agreed activities to support the development of Helen & Douglas house e-commerce shops. To oversee and check the work of the team regularly to ensure that high quality standards are maintained and assist in the development of the team members skills. To report any concerns to the E-commerce and Merchandise Manager promptly. TRAINING AND DEVELOPMENT: Take responsibility for own personal development activities To develop expertise in a range of specialist areas in line with own personal interests and Helen & Douglas House e commerce retailing trends. Helen and Douglas House General Responsibilities: Every employee is required to: Adhere to and comply with organisational policies, procedures and guidelines at all times. Implement Risk Management strategies (including reporting, registering risk and learning) - taking all reasonable steps to manage and promote a safe and healthy working environment which is free from discrimination. Comply with the organisational policy on confidentiality, information governance and the Data Protection Act 1998 as amended relating to information held manually or on computerised systems. Respect the confidentiality of children, young adults and staff and volunteers at all times. Promote and protect the privacy and dignity of children and young adults at all times. Comply with the requirements of the organisational Safeguarding Policy, and at all times during the course of employment act in such a way as to promote the wellbeing of children and other vulnerable people.
Be accountable and responsible for following the Health and Safety Guidelines including the House Fire Policy and all other House policies and procedures; being proactive in the identification, reporting and management of hazards. Ensure compliance with Care Quality Commission (CQC), organisational and local House policies and guidelines, The Health & Social Care Act 2008 (Regulated Activities) Regulations 2014 by everyone concerned. To maintain current registration with your professional body (if applicable). To ensure that your statutory professional updating and educational requirements are maintained and provide proof of renewed registration when this is due. To abide by your profession s published Code of Conduct; any breach of this Code of Conduct will be regarded as a disciplinary offence. Helen & Douglas House is fully committed to the principles and practices of equal opportunity and diversity. It recognises that the success of a business depends on people. Capitalising on what is unique about individuals and drawing on their different perspectives and experiences will add value to the way we do business and provide care. This principle is implemented in line with the provisions of the Equality Act 2010 which provides freedom from discrimination on the basis of protected characteristics, namely age, disability (which includes mental health and people diagnosed as clinically obese), race, religion or belief, sex, sexual orientation, gender reassignment (people who are having or who have had a sex change, transvestites and transgender people), marriage and civil partnership, and pregnancy and maternity. Implement Health and Safety regulations through risk assessment. Maintaining a constant awareness of health, welfare and safety issues affecting colleagues, service users, volunteers, visitors and themselves, reporting any accidents or faults in line with organisational policy, and fully participating in health and safety training. Maintain high standards of infection prevention and control practice throughout the performance of duties and in accordance with Helen and Douglas House Infection Prevention and Control Policies and Procedures. Comply with the requirements of the Disclosure and Barring Service Policy in relation to the undertaking of regular DBS checks, presentation of associated certificates, and immediate notification of any situation which may affect competence or professional registration. To promote a positive image of the House and the charity, and participate, as required, in external teaching or promotional sessions. Participate in personal professional training and development, appraisals and attend all relevant mandatory training courses as required. Take part in service or departmental evaluation as required. Embrace the volunteer culture which exists in the organisation The post holder must act at all times in a professional and responsible manner and have due regard to confidentiality and Health & Safety legislation.
This is an outline job description and should not be regarded as an inflexible specification. Responsibilities will be reviewed periodically in line with service priorities and duties may change or new duties be introduced after consultation with the post holder. As a term of your employment you may be required to undertake such other duties, such as link roles, and/or hours of work as may reasonably be required, commensurate with your general level of responsibility with the organisation, at your initial place of work or at any other establishment. Our working premises are no smoking areas This is an outline job description and should not be regarded as an inflexible specification. Responsibilities will be reviewed periodically in line with service priorities and duties may change or new duties be introduced after consultation with the post holder. As a term of your employment you may be required to undertake such other duties, such as link roles, and/or hours of work as may reasonably be required, commensurate with your general level of responsibility with the organisation, at your initial place of work or at any other establishment. Our working premises are no smoking areas
PERSON SPECIFICATION Job Title: E-Commerce Team Leader Criteria Essential Desirable Assessed by Qualifications GCSE Maths and English or equivalent NVQ Level 3 in a related field (i.e., computing, business admin, customer service) or equivalent experience at this level A Levels or Equivalent R Experience/ Knowledge Experience of using ebay and/or other online selling websites (Amazon etc.) Previous experience in a role providing a high level of customer service Previous experience in supervising and/or providing training to others Previous experience of working with people from diverse backgrounds Understanding the impact of the delivery/collection service role on customers Knowledge of the online marketplace A knowledge/ Interest in antiques and collectables Skills Computer literate (MS Word/Excel/ Outlook) Good writing and communication skills Photography skills Good attention to detail and accuracy of information Ability to keep records and follow procedures
Excellent customer service skills Attributes Friendly nature with the ability to communicate well Hands-on and willingness to give things a go Ability to work as part of a team as well as on your own Commitment and conscientious approach to work. Responsive and Helpful manner Ability to get on well with people from all walks of life Trustworthy and honest Other Current, full driving licence The post holder must be able to drive in order to discharge the duties of the role. Code: Application form, Interview/Test, R References
Physical, Mental, and Emotional Effort and Working Conditions E-Commerce Team Leader Physical Occasional manual handling, particularly in relation to ebay stock Seated at a desk (working at a PC) for 90% of the working day and inputting information Mental Good levels of concentration are required for all tasks Interruptions are frequent (phone, e-mail or face to face) Emotional Occasional contact with customers who may be/have been service users of Helen & Douglas House. Working Conditions The role will involve manual handling and working in an office within a busy warehouse environment, so exposure to cold conditions is likely when moving about the environment Budget and Financial Responsibility for E-Commerce Team Leader Budget responsibility for following Cost Centre(s) Delegated budget responsibility for following Cost Centre(s) Income Expenditure Budget Value 0 0 Financial Authority Limit 0 Organisation Credit Card Limit 0 Information Governance: Accountable Officer Information Governance: Senior Information Risk Officer (SIRO) Information Governance: Information Asset Owner (IAO) Information Governance: Information Asset Administrator (IAA) Yes/No Yes/No Yes/No Yes/No