Customer Hub Advisor

Ocado Retail; Sunderland; Hybrid; GBP 16,000 - 27,000; Full time

Benefits offered by this job

Healthcare Cash Plan

Ocado discount

M&S discount

Annual leave + birthday day off

Job summary

Ocado Retail is seeking a Customer Hub Advisor for late shifts in Sunderland. You will handle customer queries across phone, email and web chat with a friendly, empathetic approach. The role includes a three-week induction, graduate support, and clear progression paths on the contact centre floor.

The team emphasises teamwork, ongoing coaching, and a tailored leadership programme to support your Ocado journey. Hybrid working options apply after probation.

Qualifications

• Aligned with Ocado values: curiosity, best self, challenging what’s possible.
• Excellent telephone manner in customer interactions.
• Great organisational skills to manage multiple channels.
• Willingness to go the extra mile for customers and colleagues.
• Ability to work well under pressure and meet deadlines.
• Use initiative and prioritise workload effectively.
• Eager to learn new skills and grow within the role.
• Strong team player contributing to a collaborative environment.

Responsibilities

• Receive customer contacts and resolve issues promptly and politely.
• Show empathy and take responsibility to find resolutions.
• Understand queries and determine the best action.
• Build rapport and manage customer expectations per procedures.
• Proactively communicate to resolve delivery issues.
• Liaise with other departments for issues beyond the Hub.
• Aim for personal KPIs and contribute to Hub goals.
• Keep up-to-date with Hub processes and policies.

Skills

Telephone etiquette

Organisational skills

Work under pressure

Initiative

Team player

Job description

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 14th September

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

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.

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 [e-mail] 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.