Ocado Group is hiring a

Social Media Excellence Advisor

Sunderland, United Kingdom

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: £19,200 per annum

We have a fantastic opportunity at Ocado Group for an experienced 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. As a Digital Excellence Advisor within our Contact Centre you will be the voice of our business, responding to customers through both public and private channels. You will deliver an effortless customer experience and protect the Ocado brand.

We’re looking for people who have: 

  • Experience delivering an unparalleled, tailored service to each and every customer contact
  • The ability to take ownership of queries and seeing issues through to a quick and easy resolution
  • An eye for detail and pay close attention to the details that matter to our customers
  • The ability to tailor the customer service to the platform where you are responding
  • Clear and effective communication and are able to liaise with other areas and businesses 
  • The ability to Foresee and solve future complications the customer may encounter after their initial interaction 
  • A desire to embrace our positive team culture and working together to give our customers a great experience 
  • Confidence in Communicating feedback and suggesting improvements to help us be even better

We would also like you to have:

  • An interest in Marketing & Social Media
  • Experience using third party Social Media tools to publish posts (e.g Hootsuite, Tweetdeck etc.)
  • Familiarity with Google Apps.
  • Familiarity with Contact Centre technology

Three weeks full training will be provided for all successful candidates as well as ongoing training throughout our career so you can provide exceptional service to our customers every time.

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.