Customer Hub Advisor

Customer Hub Advisor (Lates)

Contract type: Permanent
Location: Sunderland City Centre, SR1 3AD - easily commutable via car, metro, train and bus
Working hours per week: 37.5
Shift: Late (shift on rotation 14:30 - 23:00 and 15:30 - 00:00) 5 days out of 7 (reduced weekend work on rotation) with hybrid working options after probation.
Salary: £27,275
Level: Entry level
Start Date: Monday 10th August
Application closing date: Tuesday 28th July

Why not look at our TikTok , to see and hear more about life at the Customer Hub!

About us
Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value.

We’re Ocado Retail , a market-leading, joint venture between Ocado Group and M&S and the world’s largest dedicated online supermarket ocado.com . Not only is Ocado.com the only place to shop a full range of M&S food online, but it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind Zoom by Ocado , our same-day grocery delivery service.

About the team and the role
We're looking for Customer Advisors to join our fantastic team at our award-winning Customer Hub, situated on the newly developed Sunderland Riverside.

You will be the friendly voice and helpful hand for our customers, making their day brighter across a range of different channels, such as telephone, email and web chat. You’ll be building strong connections with your colleagues across the business too, because we know that teamwork makes the dream work!

At Ocado, we’re all about your career journey. From day one, we’ll empower you to ‘Challenge What’s Possible’ by investing in your growth with a comprehensive three-week induction programme, followed by a post training Grad Bay where you will be fully supported during your first time on the contact centre floor. From then on, you’ll have a clear career path for you to develop, with regular coaching sessions and a tailored leadership programme to support you every step of your Ocado journey. 

What you’ll do

• Receiving customer contacts and resolving issues in a timely, effective, and polite manner.

• Treating all customers with empathy, and taking responsibility for finding a resolution to the issues.

• Ensuring that you fully understand the query and find the most appropriate course of action.

• Build rapport with the customer and manage expectations in line with company procedures and protocols.

• Proactively communicate with customers to resolve issues that may occur with customer deliveries.

• To liaise with other company departments to resolve customer issues that are outside the scope of the Customer Hub.

• Achieve individual and contribute to Customer Hub KPIs.

• Keep up to date and follow Customer Hub processes and procedures.

Who you are

• Aligned with our values - Always be curious, Bring your best self, Challenge what’s possible!

• Excellent telephone manner

• Great organisational skills

• Willingness to go the extra mile to help customers and colleagues

• Ability to work well under pressure and tight deadlines

• Using your initiative

• Ability to prioritise workload

• Desire to learn new skills

• Strong team player

Our Hiring Journey: What To Expect!

Upon applying, a member of our Talent Acquisition team will review your application. If successful, you will be invited directly to an Assessment Centre at our Sunderland HQ . This will be an opportunity for us to learn more about your experience and for you to see our environment first-hand and ask any questions you may have about us or the role.

Here’s what your interview will look like:
You’ll spend around an hour with us, split into two parts - one half will be spent meeting one of our team managers, with the other half being a workplace task with a laptop; a chance to show us your skills in action!

After the interview, our Talent Acquisition team will be in touch. If you’re not successful, we’ll provide you with some feedback. If you are successful, you’ll receive an offer letter with full details of your role and shifts.

Your first four weeks will be all about getting you up to speed with our fantastic training and induction programme. You’ll get familiar with our systems, processes, and the business.  To ensure you have the best start possible, we ask that no annual leave is taken during your first four weeks. This period is dedicated to your training and induction, ensuring you feel fully supported before you dive into the role.

We look forward to meeting you and hopefully welcoming you to the team!

What’s in it for you
By joining Ocado Retail you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail.
If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:

Health & Wellbeing: Healthcare Cash Plan with the option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.
Spend & Save: Recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount
Never miss the moments that matter: Annual leave and bank holidays, as well as an additional day off for your birthday & options to buy extra holiday.

Our Hiring Process
Lucky for us, we get loads of great applications and we really appreciate that so many people put the time and effort in to apply. To recognise that, we treat all applications respectfully and fairly. So, if yours stands out, you’ll follow our standard hiring process - one of our Talent Partners will talk you through this in an initial call.

Your Application and AI

In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don't lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you're a great fit for us.

Everyone’s welcome

We’re an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at View email address on ocadoretail.teamtailor.com and we'll be happy to assist you, and if you require reasonable adjustments during the recruitment process, please let us know on the application form.