Customer Hub Advisor (Compressed)
Contract type: Permanent
Location: Sunderland City Centre, SR1 3AD – easily commutable via car, metro, train and bus
Working hours per week: 36 hours per week, over 3 days (Friday, Saturday and Sunday), between the hours of 12pm-12am, with hybrid working options after probation
Shift: Compressed
Salary: £26,184
Level: Entry level
Start Date: Monday 24th August 2026
Application closing date: Monday 27th July 2026
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
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Receiving customer contacts and resolving issues in a timely, effective, and polite manner.
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Treating all customers with empathy, and taking responsibility for finding a resolution to the issues.
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Ensuring that you fully understand the query and find the most appropriate course of action.
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Build rapport with the customer and manage expectations in line with company procedures and protocols.
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Proactively communicate with customers to resolve issues that may occur with customer deliveries.
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To liaise with other company departments to resolve customer issues that are outside the scope of the Customer Hub.
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Achieve individual and contribute to Customer Hub KPIs.
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Keep up to date and follow Customer Hub processes and procedures.