Job Details
Contract type: Permanent
Location: Sunderland
Working hours per week: 40 hours (with flexibility to cover occasional new starter training across all shift patterns, with the latest shift ending at 22:30)
Application Closing Date: Wednesday 15th April 2026
About Us
Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value. We’re Ocado Retail, a market‑leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, ocado.com. Not only is Ocado.com the only place to shop a full range of M&S food online, it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same‑day grocery delivery service.
Role Overview
As the Customer Hub Training Manager, your goal is to ensure all colleagues are equipped to provide excellent customer service with every interaction. You will manage, lead and develop our team of two trainers to create and deliver engaging and clear digital and in‑person learning to support our operation throughout induction & ongoing upskill training.
Responsibilities
Training Design & Delivery
* End‑to‑End Development – Lead the creation and delivery of all digital and in‑person learning solutions
* Customer‑Centric Focus – Ensure all training empowers colleagues to deliver exceptional “right first time” customer experience
Operational Support
* Learning Management System Management – Oversee the Learning Management System to ensure content is current, engaging and aligned with operational needs
* Gamification – Manage our gamification tool to drive reward, recognition and high engagement through interactive training content
* Continuous Improvement – Collaborate with our CI team to identify performance trends and deliver rapid response training to close any capability gaps
Training Team Leadership
* High Performing Team – Build and develop a diverse team of trainers whilst encouraging a culture of continuous improvement and operational excellence
* Stakeholder Management – Collaborate with our Customer Hub Senior Leadership Team & Apollo colleagues to align all training with strategic objectives
* Training Roadmap Delivery – Manage and deliver the Customer Hubs training roadmap through tactical training plans that drive performance and measurably improve performance
* Line Management – Manage, train and develop a team of two trainers
Qualifications
* Training Experience – Proven experience in the full training lifecycle, including needs assessment, curriculum development, multi‑channel delivery, and post‑training evaluation
* Organised & Driven – Ability to manage your own time well and enjoy working in a busy environment where things change quickly
* A Curious Learner – Love asking “why?” and comfortable working both independently and as part of a team
* Leader – Experience in managing and leading a team
* A Great Communicator – Positive, helpful, and able to explain ideas clearly to others
* Experience using Technology – Comfortable using tools like Google Suite (Docs/Sheets) or Microsoft Office; customer feedback tools bonus but not required
Benefits
By joining Ocado Retail you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail. Here’s a taste of what we offer:
* Health & Wellbeing: Healthcare Cash Plan with the option to add your family, Digital GP appointments, market‑leading family policies, mental health support, discounted gym memberships, dental insurance, and more
* Spend & Save: Recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount
* Never miss the moments that matter: 33 days holiday including bank holidays & options to buy extra holiday
Equal Opportunities
We’re an equal opportunities employer. If you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to careers@ocadoretail.com and we’ll be happy to assist you. If you require reasonable adjustments during the recruitment process, please let us know on the application form.
#J-18808-Ljbffr