Ocado Group is hiring a

Senior Social Media Excellence Advisor

Sunderland, United Kingdom

Job Type: Permanent

Location: Sunderland Contact Centre

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

Salary: £21,400 Per Annum Per Annum

We have a fantastic opportunity at Ocado Group for an experienced Senior Digital Excellence Advisor to join our at 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 Digital Contact team represents the Ocado brand in public spaces, responding to customers contacting Ocado through key digital channels, particularly Social Media. As a highly visible part of our customer service team the work of this team has a direct impact on brand reputation. 

The Senior Digital Excellence Advisor will support the Digital Excellence Manager by coordinating the day-to-day running of the Digital Contact team, whilst maintaining a hands-on role in responding to Ocado customers and developing an advanced knowledge of channels and business processes.

If you’re looking to step up to a role with a management element, or put your social media expertise to the test we want to hear from you.

We’re looking for people who will:

  • Construct friendly and professional responses to customer queries in a timely manner
  • Takes ownership of customer contacts and works towards a positive resolution.
  • Listens and empathises with the customer
  • Manage the team rota
  • 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
  • Excellent timekeeping, organisational and multitasking skill

You will need:

  • Customer service experience
  • A Customer focused mentality
  • Proficient with Word, Excel, Power-point and Google
  • Experience using key Social Media platforms (Facebook, Instagram and Twitter)
  • Excellent spoken and written communication skills.

We would like you to have:

  • Interest in Marketing & Social Media
  • Experience managing a small team & providing feedback to colleagues
  • Experience using third party Social Media tools to publish posts (e.g Hootsuite, Tweetdeck etc.)
  • Familiar with Google Apps.
  • Familiar 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 5th November 2020 - due to the fast paced nature of our business, this vacancy may close sooner.