At a Glance
- Tasks: Help customers with their queries via phone, email, and web chat.
- Company: Join Ocado Retail, the UK's largest online supermarket.
- Benefits: Enjoy competitive salary, health perks, discounts, and extra holiday.
- Other info: Exciting career growth opportunities in a supportive environment.
- Why this job: Be part of a dynamic team and make a real difference for customers.
- Qualifications: Great communication skills and a passion for helping others.
The predicted salary is between 26184 - 26184 € per year.
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 8am-8pm, with hybrid working options after probation.
Salary: £26,184.
Level: Entry level.
Start Date: 29th June 2026.
Application closing date: Thursday 28th May 2026.
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.
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.
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 workload.
- Desire to learn new skills.
- Strong team player.
Our Hiring Journey: What To Expect!
Upon applying, a member of our Talent Acquisition team will review your application. If successful, you will be invited directly to an Assessment Centre at our Sunderland HQ.
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. 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: Annual leave and bank holidays, as well as an additional day off for your birthday & options to buy extra holiday.
Everyone’s welcome
We’re an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally.
Customer Hub Advisor (Compressed/Weekend Shift) in Sunderland employer: Ocado Retail
At Ocado Retail, we pride ourselves on being an exceptional employer, offering a vibrant work culture in the heart of Sunderland City Centre. Our commitment to employee growth is evident through our comprehensive training programmes and clear career progression paths, ensuring that every team member feels valued and empowered. With competitive benefits including health and wellbeing support, generous discounts, and a focus on work-life balance, joining our Customer Hub team means becoming part of a dynamic environment where your contributions truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Hub Advisor (Compressed/Weekend Shift) in Sunderland
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Ocado Retail. Understand their values and mission, and think about how you can align with them. This will help you stand out as someone who genuinely cares about being part of the team.
✨Tip Number 2
Practice makes perfect! Try doing mock interviews with friends or family. Focus on common customer service scenarios and how you would handle them. This will boost your confidence and help you articulate your thoughts clearly during the real deal.
✨Tip Number 3
Show off your personality! During the interview, let your true self shine through. Be friendly, approachable, and don’t be afraid to share a bit about yourself. Remember, they’re looking for someone who fits in with the team culture, so be authentic!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Hub Advisor (Compressed/Weekend Shift) in Sunderland
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your experiences and what makes you unique.
Tailor Your Application:Make sure to align your skills and experiences with what we’re looking for in a Customer Hub Advisor. Highlight your excellent telephone manner and organisational skills to show us you’re the right fit!
Show Your Enthusiasm:We love candidates who are excited about the role! In your application, express why you want to join our team and how you can contribute to making our customers' days brighter.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to receive your application and get you on the path to joining our fantastic team!
How to prepare for a job interview at Ocado Retail
✨Know the Company
Before your interview, take some time to research Ocado Retail. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show that you're genuinely interested in being part of their team.
✨Practice Your Communication Skills
As a Customer Hub Advisor, you'll need excellent communication skills. Practice answering common interview questions out loud, focusing on clarity and confidence. You might even want to role-play with a friend to simulate the interview environment.
✨Show Your Empathy
Since the role involves dealing with customers, be prepared to demonstrate your ability to empathise with them. Think of examples from your past experiences where you successfully resolved issues or helped someone in need, and be ready to share these during your interview.
✨Prepare for the Workplace Task
The interview includes a practical task using a laptop, so brush up on any relevant skills beforehand. Familiarise yourself with common customer service software or tools, and think about how you would handle typical customer queries to showcase your problem-solving abilities.
