Customer Hub Advisor (Lates)
Contract type: PermanentLocation: Sunderland City Centre, SR1 3AD (commutable via car, metro, train and bus)Working hours per week: 37.5Shift: Late (rotation 14:30 – 23:00 and 15:30 – 00:00), 5 days out of 7 with reduced weekend workSalary: £27,275Level: Entry levelStart Date: Monday 24th August 2026Application closing date: Monday 27th July 2026
About the team and the role: We’re looking for Customer Advisors to join 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.
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.
- 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 workloadDesire to learn new skills
- Strong team player
Benefits
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.
Benefits include:
- 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, plus an additional day off for your birthday and options to buy extra holiday.
Equal Opportunity Statement
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, please reach out to us at careers@ocadoretail.com and we’ll be happy to assist you, and if you require reasonable adjustments during the recruitment process, please let us know.
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