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We’re Ocado Retail. We’re the people powering Ocado.com, the UK’s fastest-growing grocer, and Zoom by Ocado, our almost-as-fast-growing, same-day grocery service. As the world’s biggest and best online-only grocer, we work tirelessly to bring more of what matters to our customers: unbeatable range, fair value and effortless convenience.

We’re an exceptional and mighty bunch of colleagues who are inspired by our three awesome values: Always be curious, Bring your best self and Challenge what's possible. We’re growing fast, and we’re looking for like-minded people to join us for the next step of this.

The role
Title: Customer Hub Advisor
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: July 2023

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.

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, 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 own initiative
• Ability to prioritise workload
• Desire to learn new skills
• Strong team player

What We Offer You

At Ocado, we value our employees and want to ensure you are rewarded for your contribution through competitive salaries and fantastic benefits.

• 23 Days Annual Leave
• 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
• 15% Ocado discount and 20% Marks and Spencer discount
• Private Medical Insurance
• Aviva Digital GP
• Eyecare Vouchers
• Income Protection & Life Assurance
• Enhanced Pension Scheme (with 7% matching)
• Exciting company benefits through Reward Gateway

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.

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

Ocado Retail Limited will process and store your personal information in accordance with our Recruitment Privacy Notice. By submitting your CV/resume and application information, you confirm that you have read and understood this privacy notice.