Collections Customer Operations Manager

Full accountability for the Collections operation for KT postcode area, you’ll lead and inspire a team of front-line colleagues to efficiently collect items from small to medium outlets and deliver an excellent quality of service as you interact with customers from all walks of life.

Being a great leader means creating a positive and engaging work environment, promoting inclusivity, and being a role model by living our values.

To ensure we reach our best with people management, resource planning and specialist project activity, you’ll also partner with Trade Union to keep raising the bar as you coach your team to deliver performance improvement. This role is integral to making sure our collection operation runs as smoothly as possible. You’ll play a major part in the trust we build with customers.

Requirements

• Flexible and can excel under pressure
• Customer focussed
• Team player
• Results driven
• Inspiring leader
• Ability to empathise, motivate, coach, and collaborate
• Willingness to do things differently and champion change
• Experience in making brilliant things possible

Responsibilities

• Lead and inspire a team of front-line colleagues
• Efficiently collect items from small to medium outlets
• Deliver excellent quality of service
• Create a positive and engaging work environment
• Promote inclusivity
• Act as a role model by living company values
• Partner with Trade Union
• Coach your team to deliver performance improvement
• Ensure the collection operation runs smoothly
• Build trust with customers

Benefits

• Salary starting from £51,624
• Potential 10% bonus
• 25 days annual leave
• Generous pension scheme
• Flexible working
• Excellent parental leave policy
• Cycle2work scheme
• Corporate discounts including retail vouchers, travel & attraction discounts, gym membership and more
• Exciting career opportunities

Application Process

• Complete your application online and submit your CV
• If successful, you’ll be invited to a face-to-face assessment
• Participate in a capability-based interview
• Complete a short management scenario exercise
• Training will be provided, including a week of formal classroom training which may require travel and overnight stays
• Interview questions will be provided in advance

About Royal Mail

We believe great things are possible and we help 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.

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.

For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/

Closing Date: Tuesday 17th March 2026. Please note, this advert may close early if the appropriate number of applications has been reached.

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