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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 or belief, age, or disability or union membership status.

We are excited to announce that we have a fantastic Service Delivery Team Manager position available at our Oxford Spoke. Do you want to develop your skills and knowledge with the aim of joining our Management Team? Can you face challenges at other spokes, engage with Management Teams whilst gaining invaluable experience? If you've answered yes to both of these questions and looking to progress your career then the Service Delivery Team Manager position could be right for you!

Why Ocado?

We've got you covered! Embark on a journey of well-being and fulfilment at Ocado Logistics! We place your well-being at the forefront and offer an array of perks to support your holistic development. Experience a healthy work-life balance and take comfort in our comprehensive healthcare coverage. Moreover, we understand the significance of financial security in fostering a sense of stability and peace of mind. Enjoy competitive salaries and exclusive employee discounts, all aimed at promoting your overall well-being. Join Ocado Logistics today and thrive in a culture that truly values and supports your well-being at every step of your journey.

About us:

At the centre of our UK business, Ocado Logistics is a network of high-tech, fast-paced warehouses, spokes and offices across the country.

Our people are at the heart of this, and are devoted to providing a first class service centred entirely around our customers, ensuring they receive the best possible shopping experience. Together we maximise the value of our employees and drive business results. Ocado Logistics is dedicated and focused on best serving the needs and spirit of our people.

About the role:

To lead and manage an amazing, engaged, value driven Delivery Operations Team across varying shift patterns; to deliver the most exemplary customer experience; while maintaining the most efficient, safe, and environmentally conscious delivery service.

You will be:

People Management

To manage the delivery operation team, including recruitment, performance management and training, in line with company policies and procedures.

• Engages and motivates the team, to build and promote a positive working environment and culture and promote excellence in the Service Delivery team.
• Provides effective positive and negative feedback to individuals and follow up with any necessary action.
• Undertake employee recruitment, training and probationary procedures to ensure high quality well trained team members are recruited and retained.
• Supports the team to minimise employee churn and ensure all processes are followed for leavers.
• Ensures any remedial training of employees is undertaken to comply with any identified training requirements.
• Work with support functions (Training, recruitment and engagement) to ensure all legal and procedural steps are undertaken correctly and to utilise their expertise to support our teams.
• Working with and supporting the Ocado Council and USDAW.
• Deals with employee relations issues as they arise
• Assesses suspected misconduct, decide on appropriate next steps (informal or formal action). Undertakes absence and disciplinary managemtn processes in line with company policy.
• Ensures driving standards and risk reduction schemes are implemented and targets are achieved (Including Smartdrive and Ocado Job Profile incentive schemes)
• Role models the Ocado Values.

Shift Management

To effectively manage the Service Delivery team to ensure all the site operation runs smoothly allowing the delivery of customer orders to exceed customer's expections. Ensures the smooth running of the site on shift and future shifts, and administration of all shift related paperwork.

• Act as first port of call for service delivery team and solves problems, offers support or advises as appropriate.
• Proactively identifies issues and develops creative and practical solutions to problems.
• Manages customer issues and communicate relevant chnages to the team.
• Liaises with Planning Department to ensure there are sufficient and correct employee resources at all times.
• Management of the marshaling team and ensure it effectively maintains the fleet and loading operations.
• Reviews KPIs for the site, to ensure that site targets are met, and anomalies are investigated and remedial actions are understaken as appropriate.

Facilities, Vehicle Management and Operation

To ensure that all site facilities, vehicles and others assets are maintained in line with all company policies, and legislative requirements.

• Complete paperwork and investigations in line with company vehicle incident process.
• Ensures the fleet is managed efficiently and cost effectively in line with suppliers and contractor agreements and ensuring there are enough vans and other delivery assets are available.
• Pro-actively manages the site facilities, and assets. Ensuring that they are kept in a safe and well maintained manner, and all inspections and preventative maintenance is completed and documented.
• Supports the introduction of new vehicles and equipment, and return of old equipment (e.g. return schedule for de-hired vans). with the relevant head office support teams.
• Manage Ocado visitors and contractors in line with company policy and procedures.

H&S Management

To be responsible for the day to day implementation of Health and Safety policy across the site.

• Take owenership of health and safety practice within their area of work.
• Be responsible for the applicaiton of Ocado policies and procedures and applying regulatory compliance to their area of work including the enforcement of all site safety rules and the wearing of personal protective equipment Ocado Job Profile.
• Ensure the provision of programmed site inspections, identification of hazards, assessment of risks and the establishment of suitable and sufficient control measures to minimise loss or injury.
• Be responsible for provision, review and instruction in the use of personal protective equipment.
• Ensure that safe systems of work are operated within their department and that such systems are regularly reviewed.
• Identify and where appropriate arrange training for employees within the department, taking care to ensure employees fully understand the work they are required to do and how to perform it in a safe way.
• Seek and obtain an understanding of health and safety legislation relevant to their business area and participate in the appropriate training on health and safety legislation and best practice.
• Ensure that all employees are aware of emergency procedures applicable to their location of work.
• Ensure that all plan and equipment within the workplace function as intended and maintained in line with the recommended manufacturers guidance or as determined by risk assessment and any defects are reported and remedied as soon as reasonably practicable.
• Ensure that all accidents/incidents and near misses are investigated thoroughly and that any corrective measures identified are completed in a timely manner so as to prevent potential recurrence.
• Enable mechanisms to provide for adequate supervision, instruction and information of specific hazards as determined by risk assessment or for the protection of vulnerable persons including young persons or new or expectant mothers.

You may be asked to perform tasks as required by management deemed as a reasonable request. 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. The responsibilities, tasks and duties of the job holder might differ from those outlines in the job description and other duties, as assigned, might form part of the job.

About you:

The ideal candidate will shape and drive a world class employee experience and environment to attract and retain the right people and lead your teams to foster a culture of respect, identity, loyalty, trust and aspiration where people are engaged and motivated to commit to Ocado and our values.

Minimum:

• Knowledge of best practice Health & Safety & Safe Systems of Working
• Good numerical skills, able to read & understand numerical data. Ability to set and work within a target/KPI driven framework
• Previous experience in inventory management and stock control.
• Strong communication skills - verbal and written with the ability to interact positively at all levels
• PC literate (Excel, Google Operating Systems), Microsoft user – basic level
• Team Management Skills - Some previous people management experience (e.g. supervisory, secondments / step-up).
• Self-motivation.
• Amition and Confidence.
• Adaptability and an ability to work under pressure.

Preferred (in addition to minimum)

• Food Safety Standards - Knowledge of key elements of food safety standards
• Experience of working in a 24/7 operation
• Warehouse Management Systems - Working knowledge of key elements/core operation reporting tools
• Team Management Skills - Some previous people management experience (e.g. supervisory, secondments / step-up)

What we offer you:

Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. We regularly review our benefits to ensure we are supporting our employees appropriately.

• Wellbeing support through Apps and an Employee Assistance Programme
• 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase)
• Pension scheme (various options available including employer contribution matching up to 7%)
• Private Medical Insurance
• 22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete)
• Train Ticket loan (interest-free)
• Cycle to Work Scheme
• Free shuttle bus to and from Hatfield Train Station to the Hatfield offices
• Free shuttle bus to and from Welwyn Garden City Train Station to the Welwyn Garden City offices
• Opportunity to participate in Sharesave and Buy as You Earn share schemes
• 15% discount on Ocado.com and free delivery for all employees
• Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary)

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 or belief, age, or disability or union membership status.

We’re in it together, we are proud of what we do, we can be even better

Closing date: Midnight August 7th 2023 - Due to the fast paced nature of our business, this vacancy may close sooner.