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.
Why Ocado? At Ocado Logistics, your well-being is our priority. We are committed to nurturing your holistic development and ensuring your journey with us is fulfilling. Our comprehensive benefits package includes a healthy work-life balance, extensive healthcare coverage, competitive salaries, and exclusive employee discounts. We understand the importance of financial security in providing stability and peace of mind. Join Ocado Logistics today and become a part of a culture that wholeheartedly values and supports your well-being throughout every stage of your career.
About us: Ocado Logistics is the beating heart of our UK business, comprising a network of cutting-edge warehouses, spokes, and offices across the country. Our customer-centric approach is fueled by a passionate team dedicated to delivering an exceptional shopping experience. With a focus on our people, we drive business results and maximise the value of our employees. At Ocado Logistics, we prioritise meeting the needs and fostering the spirit of our workforce.
About the role: In this dynamic role, you will play a pivotal part in ensuring seamless operations and exceptional customer servicemwithin our Logistics People Operations Team. Your responsibilities will span a wide range of critical tasks, including collaborating closely with various departments to keep the team informed of business changes, implementing innovative solutions to enhance efficiency and customer satisfaction, managing workflows and documentation processes. You'll oversee ticket assignments to meet service level agreements and KPIs, handle complaints and incidents through root cause analysis and drive continuous improvement initiatives across the team. As the People Services Team Leader, you will lead, motivate and develop a high-performing group of People Administrators, ensuring their skills are aligned with business needs through training and development programs. This role is 40 hours per week and is a hybrid position that requires you to spend two days per week at our Hatfield Head Office. Please note that this is a 6-month fixed term contract.
Key Responsibilities:

• Proactively identifying and implementing innovative work practices that add value to our business and customers.
• Tracking development needs and organising retraining programs to enhance skills.
• Promoting a culture of exceptional customer service and ensuring SLAs and performance KPIs are met.
• Completing reports and trackers to the highest standards and managing complaints effectively.
• Develop and embed workflow processes in collaboration with our customers.
• Maintain document templates and quality monitoring schedules.
• Prepare monthly reports and support customer review meetings.
• Analyse trends and develop pragmatic solutions to problem areas.
• Ensure compliance with internal and external regulatory requirements through regular audits.
• Lead and motivate the Administration Team to deliver high-quality, customer-focused services.
• Conduct regular performance reviews and manage development plans for team members.
• Provide mentorship, coaching, and training to enhance team skills and knowledge.
• Deliver induction programs and ongoing training courses.
• Coordinate team development to stay updated with business activities and priorities.
• Develop training solutions to improve skills, customer satisfaction, and operational efficiencies.

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.
Essential:

• Knowledge of the Logistics People Services processes and operating practices
• Displays high levels of accuracy and a strong attention to detail
• Proficient in communication, numeracy, and literacy.
• Able to motivate and lead by example
• Customer focused and consistently seeks to improve the customer journey / experience
• Data analysis, using Microsoft Excel, and comfortable with general IT systems.
• Experience of Microsoft package (intermediate excel) and confident approach to IT systems in general including mail merge, Powerpoint

Preferred (in addition to minimum)

• Strong stakeholder management skills with the ability to engage diverse populations including HR, leaders, and employee
• Analytical, able to interpret data and trends and take appropriate action
• HR experience within a shared service model
• Process-driven with a keen eye for detail and ability to interpret and analyse metrics
• Ability to manage and prioritise a diverse workload and to meet set deadlines and targets
• Experience of cloud based HRIS/technology, preferably WorkDay

What we offer you:
Our award-winning recognition scheme celebrates your contributions. Your well-being is at the core of our Offerings:
Flexible Work: Enjoy 30 days of 'work from anywhere' policy for a balanced life.
Wellbeing Support: Access dedicated apps and an Employee Assistance Programme for holistic well-being.
Generous Leave: Begin with 25 days, growing to 27 after 5 years, with an option to buy more.
Pension Plan: Secure your future with our pension scheme, featuring up to 7% employer contribution matching.
Private Medical Cover: Rest easy with comprehensive private medical insurance.
Family-Friendly: We support your family with maternity, adoption, shared parental leave, and paternity leave.
Financial Aid: Get interest-free train tickets and join our Cycle to Work Scheme.
Shuttle Services: Convenient free shuttle buses connect you to work.
Share Schemes: Join exciting share plans to participate in our success.
Shopping Perks: Enjoy a 15% discount on Ocado.com and savings at popular retailers and restaurants.
Financial Protection: We offer Income Protection and Life Assurance for financial security.
We're dedicated to your well-being, professionally and personally. Unlock these exceptional benefits at Ocado
Logistics. Explore our employee-funded options, including Dental Insurance, Travel Insurance, and more through Benefits .
We're in it together, we are proud of what we do, we can be even better.