Job Type: Permanent

Location: The Beam, Sunderland SR1

Shifts: Fulltime - 37.5 Hours a week – shifts vary between 7:00am-11pm 7 days a week.

Salary: £22,350 per annum

We have a fantastic opportunity at Ocado Group for a Senior Complaint Advisor to join our brand new Contact Centre in Sunderland!

At Ocado Group we pride ourselves on the quality of our goods and people; that's why we pick them wisely! When our business began, there was just one goal: to establish the first new supermarket success story in a generation. Almost two decades later, we’re the world’s number one online-only grocery retailer – and reaching ever greater heights with each passing year.

As our horizons have expanded, our goals too have evolved. However, the things that make us tick have remained a constant since day one: innovative thinking, teamwork and a passion for incredible customer service.

At the heart of all of this is our award-winning contact centre where we’re currently looking for talented, driven people to join us in delivering world class service to our growing customer base.

Our Ideal Candidate 

At Ocado Group, we value our employees as much as our customers and are looking for exceptional people who can help our exceptional business continue to grow.

This position is part of our crucial customer service operation and will be there to support our customers and our Contact Centre. The Ocado Complaints Team is the highest point of escalation for our customers. Our Complaint Handlers respond to and resolve a range of complex complaint cases, from customer contacts to the board of Directors, to serious escalations and injury cases.

Our Senior Complaint lead will support the Digital Excellence Manager by coordinating the day-to-day running of the Complaints team, whilst maintaining a hands-on role in responding to cases and developing an advanced knowledge of channels and business processes.

We’re looking for people who will:

• Thoroughly investigates the circumstances of customer complaints
• Keeps the customer informed of the progress of the investigation
• Constructs professional responses to complaints
• Listen and empathises with the customer
• Manage the team rota
• Manage the escalations tracker, ensuring accurate data is entered
• Monitor and help improve the quality of team responses
• Become the team ‘go to’ for answers on processes and channel queries

• Contribute to a positive team culture and high functioning team
• Take ownership of complaint cases and works towards a positive resolution.
• Respond to customer contacts in a timely manner, aiming to provide a full response within 3 working days
• Keep tracking documents and systems up to date
• Manage the progress of a case, chasing feedback from other areas of the business where needed.

You will need:

• Customer Service experience in a face to face or telephony role
• Previous experience in a complaints or specialist role
• A Customer focused mentality
• Proficient with Word, Excel, Power-point and Google
• Excellent spoken and written communication skills.
• Excellent timekeeping, organisational and multitasking skills

We would like you to have:

• Previous experience in a complaints or specialist role
• Experience working in a large organisation, able to work cross functionally
• Experience managing a small team and providing feedback to colleagues.
• Familiarity with Google Apps.
• Familiarity with Contact Centre technology

Please note this job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. You may be asked to perform tasks as required by management deemed as a reasonable request.

Equal Opportunities for All

Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age, disability or union membership status.

Closing date for all applications is Thursday 29th October 2020 - due to the fast paced nature of our business, this vacancy may close sooner.