Ocado Group is hiring a

Contact Centre Training Advisor

Sunderland, United Kingdom

Job Type: Permanent

Location: Sunderland Contact Centre

Shifts: Fulltime - 37.5 Hours a week – shifts vary between 7:00am-11pm 7 days a week.

Salary:Competitive + Benefits

We have a fantastic opportunity at Ocado Group for a Contact Centre Training Advisor to join our brand new Contact Centre in Sunderland!

At Ocado Group we pride ourselves on the quality of our goods and people; that's why we pick them wisely! When our business began, there was just one goal: to establish the first new supermarket success story in a generation. Almost two decades later, we’re the world’s number one online-only grocery retailer – and reaching ever greater heights with each passing year.

As our horizons have expanded, our goals too have evolved. However, the things that make us tick have remained a constant since day one: innovative thinking, teamwork and a passion for incredible customer service.

At the heart of all of this is our award-winning contact centre where we’re currently looking for talented, driven people to join us in delivering world class service to our growing customer base.

Our Ideal Candidate 

At Ocado Group, we value our employees as much as our customers and are looking for exceptional people who can help our exceptional business continue to grow.

This position is part of our crucial customer service operation and will be there to support our customers and our Contact Centre. The Contact Centre Training Advisor will be responsible for training and developing a 24/7, multi-channel Contact Centre team to perform efficiently and effectively, while delivering excellent customer service. They will Identify, design, develop and deliver training solutions for all Contact Centre employees. Like your colleagues you too will need to have a flexible approach and be availbe to meet the needs of our 24hour, multi-channel Contact Centre.

We’re looking for people who will:

  • Deliver training to new and existing employees, using a variety of delivery methods and techniques. 
  • Develop all formal training requirements, including all training materials and communication plans, for the Contact Centres. 
  • Review, create and update processes and procedures in line with business change, data trends and customer feedback. 
  • Work collaboratively with the wider team, to proactively identify training requirements. Source training material to meet and exceed the needs of the business. 
  • Maintain accurate training records for each Contact Centre team member.
  • Keep up to date with training solutions to maximise training effectiveness and learning. 
  • Respond positively to change and creatively solve problems. 
  • Undertake other ad hoc tasks, such as answering customer contacts, as and when required. 

You will need:

  • Strong communicator, with excellent written and verbal skills.
  • Experienced in training design, facilitation and delivery.
  • High levels of accuracy and a strong attention to detail.
  • A positive outlook, self motivated with the ability to motivate others. 
  • Work collaboratively to achieve shared goals.
  • Customer focused and consistently seeks to improve the customer journey
  • Proficient with Word, Excel, Power-point, Visio and Google packages

We would like you to have:

  • Experience of working in a Customer Service and / or Contact Centre environment.
  • Able to analyse and manipulate data.
  • Experience of working in a multi-channel environment.
  • Externally recognised training qualification
  • Familiarity with Ocado in house systems and applications.

Please note this job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. You may be asked to perform tasks as required by management deemed as a reasonable request.

Equal Opportunities for All

Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age, disability or union membership status.

Closing date for all applications is Thursday 29th October 2020 - due to the fast paced nature of our business, this vacancy may close sooner.