Ocado Retail
Customer Hub Advisor (Late Shift)
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Customer Hub Advisor (Lates)
Contract type: Permanent
Location: Sunderland City Centre, SR1 3AD – easily commutable via car, metro, train, and bus
Working hours per week: 37.5
Shift: Late (14:30 – 23:00 and 15:30 – 00:00), 5 days out of 7 (reduced weekend work on rotation). Hybrid working options after probation.
Salary: £27,275 Level: Entry level Start Date: Monday 24th August 2026 Application closing date: Monday 27th July 2026
📢 Why not look at our TikTok and website for more about Ocado and 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 – the world’s largest dedicated online supermarket, a market-leading joint venture between Ocado Group and M&S. Our platform, ocado.com, offers:
- A full range of M&S food available online only.
- The widest online supermarket range in the UK.
- Support for small, independent brands.
- 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 award-winning Customer Hub located on Sunderland Riverside.
As a Customer Hub Advisor, you’ll be:
- The friendly voice and helpful hand for customers across telephone, email, and web chat.
- A strong builder of internal relationships, working collaboratively with colleagues across the business.
At Ocado, we invest in growth from day one:
- A three-week induction programme.
- A Grad Bay training period with full support before starting full contact centre duties.
- Clear career development path, including:
- Regular coaching sessions
- A structured leadership programme
What You’ll Do
Responsibilities:
- Receive and efficiently resolve customer contacts, demonstrating timeliness, empathy, and professionalism.
- Treat all customers with diligence and empathy.
- Ensure full understanding of each query and take appropriate corrective action as required.
- Build rapport with customers while managing expectations within company procedures.
- Proactively communicate with customers regarding delivery issues.
- Liaise with internal departments when resolution lies outside of the Customer Hub’s scope.
- Achieve individual and team KPIs aligned with the Customer Hub.
- Stay current with processes, procedures, and policies.
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Who You Are: About You
Must align with Ocado’s core values: ✔ Always be curious – driven to explore new ways of working and problem-solving approaches. ✔ Bring your best self – authentic, respectful, and fair in every interaction. ✔ Challenge what’s possible – ambitious, forward-thinking, and open to new challenges.
Essential skills:
- Excellent telephone manner, with clear communication and customer service experience preferred.
- Strong organisational and prioritisation skills to effectively manage workload.
- Proactive problem-solving attitude and ability to compromise to achieve the best solution.
- Flexible and adaptable approach to handle unpredictable periods of work.
- Willingness to learn new skills and develop further.
- Collaborative mindset and team player ethos.
Our Hiring Journey: What to Expect
Application Process:
- Successful applicants will proceed to an ** Assessment Centre** at Ocado’s Sunderland HQ.
- This session will allow you to engage with the team, get familiar with work environments, and ask questions.
Interview Layout:
- Total duration: Approximately 60 minutes, split into two parts:
- 1:1 meeting with a team manager (typically 20 minutes).
- Workplace task (using a laptop 40 minutes), designed to evaluate your skills in action.
Next Steps & Offer:
- If successful, you’ll receive an offer letter outlining full details of your role and shift pattern.
- If unsuccessful, we’ll provide feedback on your candidateship.
Get help with your application
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First Four Weeks – Training & Induction:
- Full training programme focusing on systems, processes and culture.
- Onboarding time (4 weeks) prioritises skill-building and knowledge, so no annual leave can be booked during this period.
We look forward to welcoming you to the team! Let’s help you **Ocado’s[^1] way.
What’s in it for You?
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A pioneering role at the world’s largest online retailer.
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Outstanding team culture that encourages career growth.
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A range of attractive benefits: Health & Wellbeing
- Healthcare Cash Plan, optionally extended to family members.
- Access to a Digital GP service.
- Market-leading family policies (e.g., childcare support, bereavement policy).
- Mental health and wellbeing support, including access to the healthier working app.
- Discounted gym memberships, dental insurance and more.
Financial Rewards & Recognition
- 7% company pension match from first day.
- 15% Ocado and 20% M&S off for shopping at retail outlets.
- Recognition & reward programme.
Flexible Work & Leave
- Annual leave plus time off on birthday.
- Opportunity to buy and sell extra annual leave alongside bank holidays.
Fairness & Respect at Ocado
We strive to treat everyone fairly, to ensure equal opportunities for all who apply. If you require:
- Accessibility assistance (different formats, larger print).
- Reasonable adjustments during the recruitment process.
Easily let us know on the form or reach out to careers@ocadoretail.com. If you’re able to use AI tools in your applications, we encourage your use—just remember: ensure what you put forward still reflects your authentic self.
Ocado is an equal opportunity employer, ensuring all experiences, skills, and personalities have a fair and equal opportunity. If you’d like to discuss further, please get in touch.
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