People Development & Training Manager

We’re Ocado Retail. We’re the people poweringOcado.com, the world’s largest online 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 selves, 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.

Details

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

Application Closing Date: Friday 31st May

Why not look at our TikTok, to see and hear more about life at the Customer Hub!

About the role

As our People Development & Training Manager, you will manage and lead the Customer Hub Training and People Development Team (team of 3) in a multi-channel service centre and be fully accountable for owning the L&D training strategy for the Customer Hub.

You will be required to identify training and development needs, leading your team to ensure the continual development and upskilling of all colleagues, with overall accountability to ensure the planning, design, build, delivery, and evaluation of all learning content in the Customer Hub drives engagement, best practice and organisational performance.

You will be a recognised expert in your field and be responsible for driving ongoing colleague growth, development and engagement while ensuring we continue to provide a fantastic customer experience.

As part of your role, you will also be expected to collaborate and contribute to L&D initiatives across both sites (Apollo & Customer Hub).

Key Accountabilities/Competencies

Strategy and Change:

• Ensure that learning solutions are aligned with the organisation’s strategic goals and culture.
• Identify opportunities for improvements, or skills gaps, continuously collaborating across all functions to drive colleague development and high levels of engagement across all development initiatives.
• Focus and lead on supporting transformational change in the Customer Hub, ensuring all colleagues are set up for success.
• Manage, with an eye on continuous improvement the knowledge tools, ensuring they always meet the needs of frontline colleagues.

Training and Development:

• Work collaboratively with the Leadership within the Customer Hub and wider business to identify, address and lead on the L&D strategy, ensuring focus on Customer Hub priorities.
• Take overall responsibility and lead your team in the design and delivery of innovative, engaging and impactful learning solutions that address identified needs, including workshops, e-learning, coaching, mentoring and other approaches.
• Lead the Customer Hub Training and Performance Team in ensuring all training materials and support knowledge (including how this sits within our LMS / internal systems) are available, up-to-date and engaging.
• Monitoring the quality and effectiveness of training being delivered to drive by analysing learner feedback to understand the effectiveness of training and drive improvements and new solutions to drive colleague growth and engagement.
• Produce regular reports and analysis for the Leadership team to demonstrate a range of training KPI’s e.g., attendance, satisfaction and retention rates as well as training ROI and job performance impacts.
• Create an environment of development with clear paths of progression for all colleagues and support in succession planning with a focus on developing internal talent.

Apprenticeships:

• Oversee Apprentices across all of ORL, with support from L&D / People teams.
• This includes managing the levy to report on spending, usage, and support in ensuring this is effectively used in all departments in both locations (Apollo / Customer Hub).

Key Skills and Experience

• 2-3 years of line management experience
• Experience working with e-learning platforms - recognition and/or LMS
• Skilled in training design, facilitation, and delivery
• Excellent time management, planning, and presentation skills
• Accomplished business change and project management experience
• Ability to lead, influence, and collaborate as part of the senior leadership team
• Able to analyze and manipulate data
• Strong communicator, with a positive outlook, self-motivated with the ability to motivate others
• Customer-focused and consistently seeks to improve the customer journey/experience
• Ideally experience working in a Customer Service/Contact Centre environment

What We Offer You

We want our colleagues to feel supported and secure here at Ocado Retail, which is why we have a great range of useful benefits for them to scoop up - and they’re now available to easily learn about using our new platform ‘Pick ‘n’ Mix’.

Our flexible benefits range from tasty lifestyle discounts to trusty private medical insurance.

These benefits can be customised and enhanced to best suit your lifestyle.

Core Rewards

• Salary - reviewed every year
• Recognition program
• 26 Days Annual Leave
• Enhanced Pension Scheme (with up to 7% matching)
• Income Protection & Life Assurance
• 15% Ocado discount and 20% Marks and Spencer discount
• Private Medical Insurance or Healthcare Cashplan
• Family Support
• Aviva Digital GP
• 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

Flexible Rewards such as…

• Eyecare Vouchers
• Health Assessment
• Critical Illness
• Dental Insurance
• Cycle to Work
• Holiday Buying
• Gym Memberships
• Pick ‘n’ Mix Discounts - from hundreds of retailers

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 unrivalled customer data; world-leading technology and logistics from Ocado Group, and unrivalled 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.