Customer Hub Advisor

4 months ago

Sunderland, United Kingdom Ocado Retail Full time

**Vacancy No**
- VN471

**Job Type**
- Permanent

**Location**
- Sunderland

**Job Details**

We’re an exceptional and mighty bunch of colleagues who are inspired by our three awesome values: Always be curious, Bring our best self, 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**

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**: Starting at £21,500, increasing to £22,500 after 9 months

Start Date: Monday 8th April

Application Closing Date: Monday 4th March

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

Here at Ocado we see your career as a journey and not just a job

From day one we promote you to challenge what's possible by investing in your development with a comprehensive three-week induction training programme, followed by regular upskill and refresher training. We also offer a career development pathway for progression with regular coaching sessions and a tailored leadership accreditation programme to support you on every step of your Ocado journey.

**About you**

Do you have exceptional customer service skills?

Are you a confident communicator?

Want to join an ambitious ever-growing business?

If the answer is yes to these questions then we have a fantastic opportunity for you to start your career with us at Ocado.

**Responsibilities**
- 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.

**Personal Specification**
- Good 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

**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
- 23 Days Annual Leave
- 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. It’s 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

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