Product Technical

Contract type:
Permanent

Location:
Hatfield (Hybrid working – 3 days in the office)

Working hours per week:
40 hours/Full-Time

Level:
Coordinator

Application Closing Date:
Friday 12th December

About Us
Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value.

We're
Ocado Retail
, a market-leading joint venture between Ocado Group and M&S, and the world's largest dedicated online supermarket,

. Not only is the only place to shop a full range of M&S food online, it's also the home to the widest online supermarket range in the UK and champion of small, independent brands. We're also the brains behind
Zoom by Ocado
, our same-day grocery delivery service.

About The Team And The Role
The Product Technical & Compliance Coordinator will be working in the Product Technical and Compliance team and working closely with other stakeholders to ensure the compliance of products sold on the webshop across the own brand and branded products. This role is essential in helping manage our due diligence as well as supporting other projects within the wider team.

Role may involve 'On-Call' rota after successful probation sign off, which would include being on call in the evening and weekend on a rotational basis of 8-10 weeks.

What You'll Do

• Non-Conforming Stock Management – coordinating and issuing product recalls and/or withdrawal notifications via automated systems. Liaising with suppliers and Customer Fulfilment Centres on food safety, legality, or poor quality stock to mitigate risk and support complaint reduction.
• Escalation Coordinator – collaborate internally and externally, representing Ocado Retail's Technical & Compliance team in response to Environmental Health, Trading Standards and other Governmental agencies.
• Supplier Approval & Management – working closely with the Commercial team to validate supplier accreditations and product set-up categorisation according to Ocado Retail's policies.
• Customer Complaints & Refunds – working closely with the Customer Hub and the Product Technical Managers to investigate and close out escalated customer complaints, along with managing the system that is used to track, trend and recharge refunds to suppliers.
• Governance KPI Reporting – collating and reporting KPIs periodically, identifying trends and potential follow-up based on findings.
• Cross-Departmental Projects – be involved in Ocado initiatives and projects such as supporting charitable donations, sustainability, etc. On Call – following training, be part of the on-call rota for out-of-hours incidents (every 6-8 weeks). s)

Who You Are

• Effective communication and interpersonal skills, with the ability to collaborate and influence cross-functional teams
• Focus on quality, accuracy and attention to detail
• Able to establish root cause and implement corrective actions where necessary
• Proficient in using web-based systems, specification systems, project management tools, etc
• Highly organised and self-motivated
• Ability to effectively manage multiple projects simultaneously
• Adaptability within a fast-growing company environment
• Passionate and flexible
• Team player and approachable

Preferred Experience (in Addition To Minimum)

• Some compliance experience within the food industry
• Manufacturing and retail experience
• Professional certification in food safety (e.g., HACCP, BRCGS) is desirable

What's In It For You
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.

If that's not enough to tempt you, you'll also get access to loads of great benefits to sweeten the deal. Here's a taste of what we offer:

Health & Wellbeing:
Private medical insurance with option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.

Spend & Save:
Annual bonus scheme split between personal and business objectives, recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme, and free shuttle bus from Hatfield station to the office.

Never miss the moments that matter:
Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.

Our Hiring Process
Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.

Your Application and AI
In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don't lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you're a great fit for us.

Everyone's welcome
We're an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at and we'll be happy to assist you, and if you require reasonable adjustments during the recruitment process, please let us know on the application form.