Customer Hub Advisor (Compressed)

Ocado Retail Ltd; Sunderland; On-site; GBP 25,000; Full time

Job summary

Join a market-leading retailer as a Customer Hub Advisor in Sunderland! You'll deliver exceptional customer service across various channels, with opportunities for career development and training. Ocado offers comprehensive benefits, training, and a commitment to fostering your skills. If you're passionate about customer service, this could be the start of your journey!

Benefits

Healthcare Cash Plan

Digital GP appointments

Discounted gym memberships

Mental health support

17 days holiday plus opportunities to buy extra leave

15% Ocado discount

20% M&S discount

Qualifications

• Exceptional customer service skills required.
• Confident communication essential.
• Strong team player who is willing to learn new skills.

Responsibilities

• Receive customer contacts and resolve issues.
• Communicate proactively with customers.
• Achieve individual KPIs.

Skills

Customer service skills

Communication

Organisational skills

Job description

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Customer Hub Advisor (Compressed), Sunderland

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Client:

Location:

Sunderland, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

a333809a88d0

Job Views:

3

Posted:

29.06.2025

Expiry Date:

13.08.2025

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Job Description:

Vacancy NameCustomer Hub Advisor (Compressed)Vacancy NoVN977Job TypePermanentLocationSunderlandJob Details

Customer Advisor

Contract type: Permanent
Location: Sunderland City Centre, SR1 3AD - easily commutable via car, metro, train and bus
Working hours per week: 36
Shift: Compressed
Salary: £24,547
Level: Entry-Level
Start Date: 13th August
Application closing date: 23rd July 2025

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: 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: 17 days holiday & 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.

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.