CUSTOMER SERVICES OPERATIONS MANAGER - Internal Board - for Logistics Hourly Paid Employees Only : Job Details

This posting is for hourly paid logistics employees to apply through.About usAt Ocado Logistics, our teams are putting the world's retailers online using the cloud, robotics, AI, and IoT. We provide services to partner clients globally via our innovative advanced robotics technology, known as the Ocado Smart Platform (OSP), this drives our highly automated, multi-million pound Customer Fulfilment Centres (CFCs). In our CFCs - together with the proprietary software applications - we operate a world-class online grocery business that automates the single pick of products, ready for your online delivery.About the roleWe are looking for a proactive, energetic and experienced candidate to add to our Service Delivery team in a highly important role at our spoke in Erith; Kent. The Customer Services Operations Managers role, requires a background in distribution, fleet or logistics management on a large scale. Proven experience in people management, including; coaching and team development. Experience of building and fleet management and a history of dealing with budgets and target setting on a large scale, are all a must for this role.Reporting to the Senior Operations Manager for Service Delivery, the Customer Services Operations Manager is responsible for the successful running and operation of the spoke. The Customer Services operations manager should ensure that our employees follow safe practices, work in a safe environment and that our customers receive outstanding, consistent and industry leading service. You will achieve this by demonstrating visible leadership, driving employee engagement, efficiency and safety, whilst also advancing continuous improvement across all areas of the spoke. You will be set personal objectives and will be responsible for the performance of your Team Managers to meet demanding targets as well as ensuring that deadlines and KPIs are met. This will then allow the spoke to maximise operational performance and efficiency, and ensure that high standards are achieved in process compliance and risk management. Duties will also include managing your team's resource level, and preparing and justifying budgets and plans against expected volumes.Please note, this is not an exhaustive list of responsibilities for this role and is subject to regular review and change as per the needs of the business.This role involves working predominantly Monday to Friday. However full flexibility is needed and this role will include regularly being on call for weekends and the ability to adjust working hours depending on the needs of the business and to allow the proper completion of your duties.About youNaturally you are an excellent communicator and have good numerical skills, both verbal and written. Previous experience in a management role is essential and previous experience in a 24/7 logistical operations environment is desired. You thrive working in an KPI driven environment and are quick thinking so can react to changing situations. You will also have experience in leading large and diverse teams in a fast paced environment. High levels of knowledge of ER policies and procedures and people management. Have a working knowledge of computerised management systems and an ability to analyse and work to a strategic level. High levels of PC/Microsoft package literacy, as well as experience and knowledge of best practice Health & Safety ways of working are a must for this role. You will be purposeful and motivated; leading by example in stretching both yourself and your team and be resilient, self motivated, reliable and flexible. You will have high levels of organisational skills and the ability to deal with budgets and target setting.What do I get in return?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. Private healthcare; Car salary sacrifice and Cycle to Work schemes; A range of amazing benefits, including Free Shares and Life Assurance; 15% off your Ocado.com shopping; Company shop offering discounts of up to 70% on groceries from leading brands and major retailers; Exclusive travel, retail and leisure discounts nationwide; 22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete); Enhanced Pension scheme, matching employee contributions up to 7% of salary; Employee Assistance ProgrammeWe're in it together, we are proud of what we do, we can be even betterOcado is an equal opportunities employer and it takes its obligations under the Equality Act 2010 and Rehabilitation of Offenders Act 1974 very seriously. We treat all our employees fairly and equally, regardless of their gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, pregnancy and maternity, trade union membership or offending background, or the fact that they are a part-time worker or a fixed-term employee. Our employees and applicants for employment shall not be disadvantaged by any policies or conditions of service which cannot be justified as necessary for operational purposes. Closing Date: Friday 25th October 2024 - Due to the fast paced nature of our business, this vacancy may close sooner.