At a Glance
- Tasks: Lead and develop training programmes to empower colleagues in delivering exceptional customer service.
- Company: Join Ocado Retail, the world's largest online supermarket, known for innovation and great value.
- Benefits: Enjoy healthcare perks, discounts, 33 days holiday, and a supportive work environment.
- Other info: Flexible working hours and opportunities for personal and professional growth.
- Why this job: Make a real impact by shaping the training experience for a diverse team.
- Qualifications: Experience in training, strong leadership skills, and a passion for continuous improvement.
The predicted salary is between 35000 - 45000 € per year.
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 are Ocado Retail, a market‐leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, ocado.com.
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.
Training Manager in Sunderland employer: Ocado Retail
At Ocado Retail, we pride ourselves on being a market leader in online grocery shopping, offering a vibrant work culture that fosters innovation and collaboration. As a Training Manager in Sunderland, you will not only lead a dedicated team but also benefit from our comprehensive health and wellbeing initiatives, generous holiday allowance, and opportunities for professional growth within a supportive environment. Join us to make a meaningful impact while enjoying the perks of working with a dynamic team committed to delivering exceptional customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Training Manager in Sunderland
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Ocado Retail on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to training management. We should also think of examples that showcase our leadership skills and customer-centric approach.
✨Tip Number 3
Show off your tech-savvy side! Familiarise yourself with tools like Google Suite and any learning management systems. Being comfortable with technology will definitely impress the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Training Manager in Sunderland
Some tips for your application 🫡
Show Your Passion for Training:When writing your application, let us see your enthusiasm for training and development. Share specific examples of how you've successfully led training initiatives in the past, and how you can bring that energy to our team.
Tailor Your Application:Make sure to customise your application to reflect the job description. Highlight your experience with digital and in-person training, and how you can contribute to creating engaging learning solutions that align with our customer-centric focus.
Be Clear and Concise:We appreciate clarity! Keep your application straightforward and to the point. Use bullet points where necessary to make it easy for us to see your qualifications and experiences at a glance.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our amazing team!
How to prepare for a job interview at Ocado Retail
✨Know Your Training Stuff
Make sure you brush up on your training lifecycle knowledge. Be ready to discuss your experience in needs assessment, curriculum development, and how you've delivered training in various formats. This will show that you understand the role inside out.
✨Show Off Your Leadership Skills
As a Training Manager, you'll be leading a team of trainers. Prepare examples of how you've successfully managed and developed teams in the past. Highlight your ability to foster a culture of continuous improvement and operational excellence.
✨Be Customer-Centric
Since the role focuses on empowering colleagues to deliver exceptional customer service, think of specific instances where your training has directly improved customer experiences. This will demonstrate your alignment with the company's mission.
✨Get Tech-Savvy
Familiarise yourself with tools like Google Suite and any Learning Management Systems you've used. Be prepared to discuss how you've leveraged technology in your training delivery and how you can manage content effectively to keep it engaging and relevant.
