Team: Customer Operations
Ref.: VN832
Type: Permanent
Location: Sunderland
Customer Advisor (Day)
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) Weekends on Rotation
Level: Entry
Salary: £23,500
Start Date: Monday 17th March 2025
Application Closing Date: Monday 3rd February 2025
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 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.
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.
* Use multiple channels (telephone, email, livechat) to communicate with customers.
* 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
* Excellent written and verbal communication skills
* IT skills
* Great organisational skills
* Willingness to go the extra mile to help customers and colleagues
* Ability to work well under pressure and tight deadlines
* Demonstrates reliability
* Using your initiative
* Ability to prioritise workload
* Desire to learn new skills
* Strong team player
Our Hiring Process:
Upon applying, a member of our Talent Acquisition team will review your application. If we decide to progress your application, we will contact you to arrange a prescreen call with a member of the Talent Acquisition team, where we will ask questions around your experience as well as answer any questions you may have. Following this, you will hear back from us as to whether you have been shortlisted to our Assessment Centres at our Head Office in Sunderland.
Here’s what to expect during your interview:
Your interview will be approximately 1 hour long, divided into two halves – one half will be spent meeting one of our team managers, with the other half being a workplace task with a laptop.
After the interview, a member of the Talent Acquisition team will be in touch. If you’re not successful, we’ll provide feedback. If you are successful, you’ll receive an offer letter with full details of the role and shifts.
Your first three weeks will be dedicated to training and induction. During this time, you’ll get familiar with our systems, processes, and the business.
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
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.
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