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For Companies At a Glance
- Tasks: Engage with customers on social media and resolve queries through live chat.
- Company: Join Ocado Retail, the UK's largest online supermarket, known for unbeatable service and choice.
- Benefits: Enjoy 31 days holiday, discounts at Ocado and M&S, and a healthcare cash plan.
- Why this job: Be part of a dynamic team that values creativity and customer engagement in a fun environment.
- Qualifications: Excellent communication skills and a passion for customer service are essential.
- Other info: This is an entry-level contract role based in Sunderland with flexible commuting options.
The predicted salary is between 20000 - 25000 £ per year.
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Digital Excellence Advisor
Contract type: FTC/Secondment
Location: Sunderland City Centre, SR1 3AD – easily commutable via car, metro, train and bus
Working hours per week: 40
Salary: £24,570
Application closing date: Friday 22nd August 2025
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, unrivaled 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
The Digital Excellence team is dedicated to providing customer service and driving engagement via all digital channels and live chat.
The Digital Excellence Advisor role is an opportunity to join the current Digital Excellence team, and be the voice of Ocado Retail across the various social media channels including but not limited to Twitter, Facebook, Instagram, Trustpilot, TikTok, Apple Store and Google Play store, which plays a vital part in the success and reputation of the company across these channels.
Time will be spent responding to comments posted on the company social media pages and also completing work on the live chat channel, resolving customer problems in a timely manner, and working collaboratively with other internal departments to ensure that best practice is followed.
Other duties include pro-actively searching for opportunities to increase brand awareness by commenting on key supplier social media pages and influencers. Helping grow the business, duties also include highlighting and promoting pairings and products, responding to a selection of competitor social media comments, and creating content to be published across social media channels. Helping other channels when needed is also part of this role.
What You\’ll Do
- Respond to customer queries and comments across multiple channels of social media and WhatsApp in a timely, effective and polite manner, along with other channels when required.
- Treating all customers with empathy, taking responsibility for finding 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.
- Identify service related discussion on social media channels and provide appropriate responses.
- Respond and post comments from discussion on marketing campaigns and promotions.
- To liaise with other internal company departments to resolve customer issues, and also ensure that social media responses are in line with best practice.
- Achieve individual, team, and contribute to Customer Hub KPI’s.
- Keep up to date and follow Customer Hub processes and procedures.
- Support other teams when required, handling inbound calls and emails.
Who You Are
- Excellent communication, numeracy and literacy skills
- Customer focused
- Ability to work under pressure
- IT Literate
- Proven experience within Customer Service/Contact Centre environment
- Quick to learn new skills Excellent time management skills.
- Familiarity with Customer Service/Contact Centre systems, along with current social media channels.
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: 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: 31 days holiday including bank holidays & options to buy extra holiday.
Our Hiring Process
Lucky for us, we get loads of great applications and we really appreciate that so many people put the time and effort in to apply. To recognise that, we treat all applications respectfully and fairly. So, if yours stands out, you’ll follow our standard hiring process – one of our Talent Partners will talk you through this in an initial call.
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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Digital Excellence Advisor (FTC) employer: Ocado Retail Ltd
Contact Detail:
Ocado Retail Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Excellence Advisor (FTC)
✨Tip Number 1
Familiarise yourself with Ocado's social media presence. Spend some time engaging with their posts and understanding their tone and style. This will help you align your responses during the interview with what they expect from a Digital Excellence Advisor.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've successfully resolved customer issues in the past. Be ready to discuss specific situations where you demonstrated empathy and effective communication, as these are key traits for this role.
✨Tip Number 3
Research current trends in digital customer engagement and be prepared to discuss how you can apply these trends to enhance Ocado's social media strategy. This shows initiative and a proactive approach, which is highly valued in this position.
✨Tip Number 4
Network with current or former employees of Ocado Retail on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
We think you need these skills to ace Digital Excellence Advisor (FTC)
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to grasp the key responsibilities and skills required for the Digital Excellence Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer service and social media management. Use bullet points for clarity and focus on achievements that demonstrate your communication skills and ability to work under pressure.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully handled customer queries or managed social media interactions in the past, showcasing your problem-solving abilities and empathy.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a role that involves communication across various channels.
How to prepare for a job interview at Ocado Retail Ltd
✨Know the Company
Before your interview, take some time to research Ocado Retail. Understand their mission, values, and the services they offer. This will help you align your answers with what they stand for and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Digital Excellence Advisor, excellent communication is key. Prepare examples of how you've effectively communicated with customers in the past, especially in challenging situations. Highlight your ability to empathise and resolve issues promptly.
✨Familiarise Yourself with Social Media
Since the role involves engaging with customers across various social media platforms, make sure you're comfortable using them. Be ready to discuss how you would handle customer interactions on platforms like Twitter, Instagram, and TikTok.
✨Prepare for Scenario Questions
Expect scenario-based questions during your interview. Think about how you would respond to specific customer queries or complaints. Practising these scenarios can help you articulate your thought process and demonstrate your problem-solving skills.
