Customer Hub Team Manager – Customer Success Team

Customer Hub Team Manager (Customer Success Team)

Contract type: Permanent

Location: Sunderland (Office based)

Working hours per week: 40 hours (between 9am and 7pm, 5 days out of 7 – weekend work on rotation)

Level: Manager

Application closing date: Monday 7th April

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.

About The Team And The Role

We have a brilliant opportunity for a dedicated and experienced team manager to join us at our award-winning Ocado Customer Hub based in Sunderland city centre.

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

What You’ll Do

• Coach, develop and manage a team of outbound Customer Advisors so that they can deliver joy to our customers
• Work closely with a Performance Coach so that your team are supported to bring their best self
• Engage with customers that require extra help on those trickier contacts
• Work with a community of like-minded managers, operations managers and wider stakeholders on activities that will make a difference to your team and our customers
  
  

Who you are

• Experience of managing and coaching outbound teams in a fast-paced environment
• Inspired by developing employees linked to their career aspirations
• Excited by the opportunity to contribute to our award winning customer experience
• Genuine desire for continuous improvement for all colleagues
• Experience of using wellbeing tools to positively impact your team’s engagement
  
  

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 get loads of great applications and we really appreciate that so many people put the time and effort in to apply. To recognise that, we treat all applications respectfully and fairly. So, if yours stands out, you’ll follow our standard hiring process – one of our Talent Partners will talk you through this in an initial call.

Everyone’s welcome

We’re an equal opportunities employer. That means that we make sure all potential colleagues are treated fairly and equally. If you require reasonable adjustments during the recruitment process, please let us know on the application form.