Vacancy NameTraining Manager Vacancy NoVN1289 Job TypePermanent LocationSunderland Job Details
Training Manager
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,. 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, our same-day grocery delivery service.
About the team and the role
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.
What you’ll do
Training Design & Delivery
1. End-to-End Development - Lead the creation and delivery of all digital and in-person learning solutions
2. Customer-Centric Focus - Ensure all training empowers colleagues to deliver exceptional ‘right first time’ customer experience
Operational Support
3. Learning Management System Management - Oversee the Learning Management System to ensure content is current, engaging and aligned with operational needs
4. Gamification - Manage our gamification tool to drive reward, recognition and high engagement through interactive training content
5. Continuous Improvement - Collaborate with our CI team to identify performance trends and deliver rapid response training to close any capability gaps
Training Team Leadership
6. High Performing Team - Build and develop a diverse team of trainers whilst encouraging a culture of continuous improvement and operational excellence
7. Stakeholder Management - Collaborate with our Customer Hub Senior Leadership Team & Apollo colleagues to align all training with strategic objectives
8. Training Roadmap Delivery - Manage and deliver the Customer Hubs training roadmap through tactical training plans that drive performance and measurably improve performance
9. Line Management - manage, train and develop a team of two trainers
Who you are
10. Training Experience: You will possess proven experience in the full training lifecycle—including needs assessment, curriculum development, multi-channel delivery, and post-training evaluation.
11. Organised & Driven: You can manage your own time well and enjoy working in a busy environment where things change quickly.
12. A Curious Learner: You love asking "why?" and are happy to work both on your own and as part of a team.
13. Leader: Experience in managing and leading a team
14. A Great Communicator: You’re positive, helpful, and feel comfortable explaining your ideas clearly to others.
15. Experience using Technology: You are comfortable using tools like Google Suite (Docs/Sheets) or Microsoft Office. If you’ve used customer feedback tools before, that’s a bonus, but we can teach you!
What’s in it for you
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.
If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. 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
Our Hiring Process
Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.
Your Application and AI
In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don't lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you're a great fit for us.
Everyone’s welcome