Royal Mail
Lead Customer Operations Manager
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Job reference number 341167
Lead Customer Operations Manager
London Min £51,624 Mid £56,212 plus £2,101 allowance potential 10% bonus, 25 days annual leave and generous pension
Full time, Permanent
Beckenham Delivery Office, Croydon Road, Beckenham, BR3 4XX
At Royal Mail we deliver more.
About Us
We believe great things are possible and we make them happen. Royal Mail impacts people and businesses in more than 71 million ways, daily. The only company that delivers to every address in the UK, we bring people closer together, help independent businesses grow and make large corporations work better, connecting companies and customers worldwide. We’re driven to take people further; to empower our customers and colleagues to make their futures whatever they want.
Shift Patterns
5 days out of 6 Monday to Saturday with rotating day off, Office hours are 06:30 to 15:00, flexibility is required due to operational needs.
THE ROLE
As a Lead Customer Operations Manager, you’ll be responsible for:
- Leading and developing a team of Customer Operations Managers (COM) to take ownership and accountability to deliver results across a balance scorecard.
- Deploying significant transformational changes.
- Being the point of contact for external stakeholders and holding the responsibility through delegation, coaching and support to ensure all COMs complete tasks to time and quality, delivering the scorecard performance.
- Producing the weekly resourcing plan and ensuring all COMs deliver towards this.
- Leading on safety, ensuring each COM completes their safety tasks and the unit’s specific PIC tasks are accomplished, alongside confirming each COM is managing their fleet, and the unit hits overall targets.
- Having full accountability for your Delivery team, working through the morning and into the afternoon and ensuring the smooth running of all deliveries.
- Leading and inspiring a team of front-line colleagues to work efficiently and provide excellent service at the doorstep.
- Creating a positive and engaging work environment, promoting inclusivity, and being a role model by living our values.
- Partnering with Trade Union, taking the lead for the unit, to keep raising the bar as you coach your team to drive performance improvement.
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Delivering every item accurately and on time is crucial to who we are, you will play a major part in the trust customers have in us.
What You’ll Get
We’re asking for a lot, but you’ll get a lot in return. First, there’s the:
- 10% on target bonus
- Generous holiday allowance
- Flexible working options
- Pension scheme
- Excellent parental leave policy
- Enhanced family friendly support, including enhanced maternity pay, paternity leave, adoption leave and shared parental leave
- Supportive and generous company sick pay
- Eligibility to a level of employer funded dental insurance* and a health assessment every two years*
You’ll also benefit from:
- Access to your personalised benefits account through our MyBundle+ platform, where you can choose from more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle.
Your wellbeing matters to us, which is why you and your family have 24/7 access to tools, services and advice supporting your physical, mental, financial and social health—completely free. And of course, there are all the exciting career opportunities that come with leading a team and shaping key decisions. All this comes with the great sense of pride you’ll feel from being part of one of the world’s most recognisable brands as we undergo a historic transformation from a letters business to a parcels business.
About You
Are you looking for a job that delivers more? When you join Royal Mail, you join an organisation that achieves something extraordinary every day. We’ve been trusted by the nation for more than 500 years. You’ll be at the heart of your community, vital to your team, and part of an organisation that delivers for the nation.
This is a role packed full of influence, challenges and responsibility, so we need someone who is:
- Flexible
- Can excel under pressure
- Customer focussed
- A team player
- Results driven
- An inspiring leader
Get help with your application
Your very own career expert that helps elevate your application to the next level.
You know how to get the best out of our people and deliver the best to our customers. You can empathise, motivate, coach, and collaborate, and will relish the opportunity to be part of our historic transformation from a letters business to a parcels business, whether that’s through reduced cost, innovative work practices or data driven ideas. We’re looking to you to bring your skills and experience to make brilliant things possible.
NEXT STEPS
Ready to apply? Then complete your application online and submit your CV. If successful, you’ll be invited to a face-to-face assessment where you’ll have the chance to showcase your abilities and passion. You’ll also take part in a capability-based interview and a short management scenario exercise – more details will be provided on the day.
Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.
We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date: Thursday 13th August. Please note, this advert may close early if the appropriate number of applications has been reached.
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