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Customer Hub Advisor

3 months ago

Sunderland, United Kingdom Ocado Retail Ltd Full time
Vacancy NameCustomer Hub Advisor (Day) - 21st October StartVacancy NoVN680Job TypePermanentLocationSunderlandJob Details

Customer Hub Advisor (Day) - Monday 21st October Start

Contract type: Permanent

Location: Sunderland City Centre, SR1 3AD - easily commutable via car, metro, train and bus

Working hours per week: 37.5 hours

Shift: Day Rotational (shifts between 7am and 8.30pm)

Level: Entry

Salary: £23,500

Start Date: Monday 21st October

Application closing date: Sunday 8th September

Why not look at our, 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, unrivaled 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. 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, our same-day grocery delivery service.

About the team and the role
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.

You will deliver amazing customer service when dealing with our customers across a range of different channels, such as telephone, email, and web chat. You'll build strong relationships internally with our colleagues across different areas of the business.

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.

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.

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

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


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: Private medical insurance 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

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.

Everyone’s welcome
We’re an equal opportunities employer. That means that we make sure all potential colleagues are treated fairly and equally. If you require reasonable adjustments during the recruitment process, please let us know on the application form.