Inbound Team Manager (Compressed Shift Frid/Sat/Sun) - Customer Hub

Are you a contact center leader with experience in driving a team to deliver an unrivaled customer experience? Join our family at our award-winning Ocado Retail’s Customer Hub, Sunderland.

We’re the people powering Ocado.com, the UK’s fastest-growing grocer, and Zoom by Ocado, our almost-as-fast-growing, same-day grocery service. As the world’s biggest and best online-only grocer, we work tirelessly to bring more of what matters to our customers: unbeatable range, fair value, and effortless convenience.

We’re an exceptional and mighty bunch of colleagues who are inspired by our three awesome values: Always be curious, Bring our best self, and Challenge what's possible.

We have ambitious plans and vision to never stop making our customers' lives better, by delivering the supermarket of tomorrow, today.

The Role

Title: Inbound Team Manager (Compressed Shift Frid/Sat/Sun) - Customer Hub

Location: Sunderland City Centre, SR1 3AD - easily commutable via car, metro, train and bus

Hours: 33 Hours

Compressed Shift: 12:00-00:00 every Friday, Saturday and Sunday

Salary: £31,000

Application Closing Date: Wednesday 3rd April

What We Offer You

At Ocado, we value our employees and want to make sure you’re rewarded for your contribution through competitive salaries and fantastic benefits.

• 23 Days Annual Leave
• An additional paid day off for your birthday
• An additional paid day through our ‘Donate a Day’ program to complete charity work, as an individual or as part of a team
• 15% Ocado discount and 20% Marks and Spencer discount
• Private Medical Insurance
• Aviva Digital GP
• Eyecare Vouchers
• Income Protection & Life Assurance
• Enhanced Pension Scheme (with 7% matching)
• Exciting company benefits through Reward Gateway
• Here at Ocado, we see your career as a journey and not just a job!

From day one we encourage you to challenge what's possible by investing in your development with regular upskill and refresher training. We also offer a career development pathway for progression with regular coaching sessions and a tailored leadership accreditation program to support you on every step of your Ocado journey.

Responsibilities

As a brand ambassador and leader, an Ocado Customer HubTeam Manager is responsible for coaching our Customer Hub Advisors to deliver unrivaled customer service in all interactions with customers, across all channels of communication.

This role is accountable for developing inspirational Customer Service Advisors who place customer care at the heart of everything we do. Team Managers should always make sure the right result is achieved for both the customer and Ocado Retail. They should listen and learn from the voices of our customers and work closely with stakeholders to promote a culture of coaching, learning, and operational excellence. Inspiring their team to love what they do.

A little bit more about us

Our business is a joint venture between Ocado Group and M&S. It’s a successful combination of award-winning customer service and unrivaled customer data; world-leading technology and logistics from Ocado Group, and unrivaled product development from M&S.

Equal Opportunity Employer

Ocado Retail Ltd is an equal opportunities employer and as such makes every effort to ensure that all potential employers are treated fairly and equally, regardless of their sex, sexual orientation, marital status

Recruitment Privacy Notice

Ocado Retail Limited will process and store your personal information in accordance with our Recruitment Privacy Notice. By submitting your CV/resume and application information, you confirm that you have read and understood this privacy notice.