Customer Hub Advisor; Compressed​/Weekend Shift

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 12pm-12am, with hybrid working options after probation

Shift: Compressed

Salary: £26,184

Level: Entry level

Start Date: Monday 24th August 2026

Final date to receive applications: Monday 27th July 2026

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value. We’re Ocado Retail, a joint venture between Ocado Group and M&S and the world’s largest dedicated online supermarket.

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 telephone, email and web chat, and building strong connections with colleagues.

• Receive customer contacts and resolve issues in a timely, effective, and polite manner.
• Treat all customers with empathy and take responsibility for finding a resolution.
• Ensure 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.
• Proactively communicate with customers to resolve issues that may occur with deliveries.
• Liaise with other departments to resolve issues 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.

• 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 workload.
• Desire to learn new skills.
  
  Strong team player.

Health & Wellbeing: Healthcare Cash Plan, Digital GP appointments, family policies, mental health support, discounted gym memberships, dental insurance.

Spend & Save: Recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount.

Annual Leave: Annual leave and bank holidays, an additional day off for birthday, and options to buy extra holiday.

We’re an equal opportunities employer, which means we make sure all potential colleagues are treated fairly and equally. If you need this job description in an alternative format, please reach out. If you require reasonable adjustments during the recruitment process, let us know on the application form.