Customer Success Advisor

5 days ago

Sunderland, United Kingdom Ocado Retail Ltd. Full time

We’re an exceptional and mighty bunch of colleagues inspired by our three awesome values: Always be curious, Bring our best selves, and Challenge what's possible.

We have ambitious plans and vision to never stop making our customers' lives better, by delivering the supermarket of tomorrow, today.

**The Details**
Title: Customer Success Advisor
Location: Sunderland City Centre, SR1 3AD - easily commutable via car, metro, train and bus
Hours: 37.5 hours
Day Rotational: 5 days out of 7 (weekend work on rotation)

**Salary**: £23,500
Start Date: Monday 15th July
Application Closing Date: Tuesday 11th June

**The Role of our Customer Success Team**

Our Customer Success Team proactively contacts existing customers to ensure we deliver unrivaled service levels through understanding and enhancing the overall customer experience.

You will often be the customer's first contact with Ocado. It's time to give a great first impression

**Responsibilities**
- Managing customer contacts and resolving issues in a timely, effective, and polite manner.
- Identify opportunities to appropriately promote the benefits and services that are available to your customer, tailoring your conversation to deliver a personalised experience, particularly with new customers.
- Treating all customers with empathy, taking responsibility for finding a resolution to the issues.
- Understanding the query and finding 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.
- Taking onboard the ‘voice of the customer’ and providing feedback to the business.
- Liaising with wider business functions to resolve customer issues that are outside the scope of the Customer Hub.
- In addition, the team supports customers during important times of the year like Christmas and Easter by solving order problems to ensure the customer gets everything they need.
- Support inbound contact from customers when service levels demand

**Knowledge, Skills & Experience**
- A positive approach to change, with the flexibility to match and the passion to do what is right
- Confidence to voice your opinion appropriately and be empowered to carry your ideas through to fruition
- People-focused, with a drive to improve the experience for Ocado’s customers, both internally and externally
- Familiarity with Customer Service/Contact Centre systems.

**What We Offer You**

We want our colleagues to feel supported and secure here at Ocado Retail, which is why we have a great range of useful benefits for them to scoop up - and they’re now available to easily learn about using our new platform ‘Pick ‘n’ Mix’.

Our flexible benefits range from tasty lifestyle discounts to trusty private medical insurance.

These benefits can be customised and enhanced to best suit your lifestyle.

Core Rewards
- Salary - reviewed every year
- Recognition program
- Enhanced Pension Scheme (with up to 7% matching)
- Income Protection & Life Assurance
- 15% Ocado discount and 20% Marks and Spencer discount
- Private Medical Insurance or Healthcare Cashplan
- Family Support
- Aviva Digital GP
- An additional paid day off for your birthday
- An additional paid day through our ‘Donate a Day’ program to complete charity work, as an individual or as part of a team

Flexible Rewards such as
- Eyecare Vouchers
- Health Assessment
- Critical Illness
- Dental Insurance
- Cycle to Work
- Holiday Buying
- Gym Memberships
- Pick ‘n’ Mix Discounts - from hundreds of retailers

**A little bit more about us**

Our business is a joint venture between Ocado Group and M&S. We're a successful combination of award-winning customer service and unrivaled customer data; world-leading technology and logistics from Ocado Group, and unrivaled product development from M&S.

**Equal Opportunity Employer**

Ocado Retail Ltd is an equal opportunities employer and as such makes every effort to ensure that all potential employers are treated fairly and equally, regardless of their sex, sexual orientation, marital status

**Recruitment Privacy Notice**

Pay: £23,500.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- Life insurance
- Private dental insurance
- Private medical insurance
- Referral programme
- Work from home

Schedule:

- Day shift
- Weekend availability

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

Application deadline: 11/06/2024
Reference ID: VN576
Expected start date: 15/07/2024

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