United Kingdom
East of England; Bedfordshire and Hertfordshire; Hertfordshire
Location of affected unit(s)
Administrative Services
Office Administrative, Office Support And Other Business Support Activities
Activities Of Call Centres
82.20 - Activities of call centres

200 jobs
Number of planned job losses
Job loss
Announcement Date
23 September 2020
Employment effect (start)
Foreseen end date


Ocado, the British online grocery retailer, has announced plans to close its call centre in Hatfield in the East of England, putting 200 jobs at risk of redundancy. The compulsory redundancy consultations have already started. The company proposes to transfer the roles to its existing call centre in Sunderland, in the North East region of England, more than 400 km away.

The company said centralising the call centre operations would increase efficiency. Media commentators have noted that the announcement was made soon after Ocado’s share price increased and the company’s sales continued to grow in response to the shift towards online grocery shopping during the COVID-19 pandemic.

Ocado is an 'online supermarket’ that does not have a chain of physical stores and does all home deliveries from its warehouses. The company employs over 14,000 people in the UK.



Eurofound (2020), Ocado, Relocation in United Kingdom, factsheet number 102108, European Restructuring Monitor. Dublin, https://restructuringeventsprod.azurewebsites.net/restructuring-events/detail/102108.