Collections Customer Operations Manager

Royal Mail Group; England; On-site; GBP 44,000 - 50,000; Full time

Job summary

A major UK delivery service is seeking a Collections Customer Operations Manager in Luton. This full-time, permanent role involves leading a team to ensure efficient collections while delivering excellent customer service. Key responsibilities include creating an engaging work environment and partnering with Trade Union for resource planning. The role offers a salary between £44,551 - £49,006, a potential bonus, and a range of benefits including a generous pension and career opportunities.

Benefits

10% on-target bonus

Generous holiday allowance

Flexible working

Excellent pension scheme

Parental leave policy

Cycle2work scheme

Corporate discounts

Qualifications

• Proven experience in a leadership role, ideally within customer operations.
• Ability to coach, motivate, and drive performance improvement.
• Flexibility to respond to various operational challenges.

Responsibilities

• Lead and inspire a team to collect items efficiently.
• Create a positive and engaging work environment.
• Partner with Trade Union for people management and resource planning.

Skills

Flexible leadership

Customer focus

Team collaboration

Results driven

Change management

Job description

Job reference number 333231

Collections Customer Operations Manager

£44,551 - £49,006 (dependent on experience) plus potential 10% bonus, 25 days annual leave and generous pension

Full time, Permanent

Luton DO, Luton, LU1 1AA

About us

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.

The role

Full accountability for the Collections operation, 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 ensuring our collection operation runs as smoothly as possible. You'll play a major part in the trust we build with customers.

Shift pattern

Monday to Saturday with a rolling day off between 11:00 - 20:00

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, pension scheme and an excellent parental leave policy. Then there are all the excellent benefits that come with MyBundle, such as the Cycle2work scheme, and corporate discounts including retail vouchers, travel & attraction discounts, gym membership and more. There's also all the exciting career opportunities that come with leading a team and driving key decisions. And that's before we've even mentioned 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, and transition from a letters business to a parcels business.

About you

This is a role packed full of influence, challenges and responsibility, so we need someone who is flexible and can excel under pressure. Customer focussed, team player, results driven, inspiring leader - you know how to get the best out of our people and deliver the best to our customers. You can empathise, motivate coach, collaborate and you're not afraid to do things differently and champion change, 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 will 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.

If you are successful in your application, you be provided with the necessary training to support you in your new role. As part of your induction journey, you will be required to attend a week of formal classroom training. You will be required to travel and, dependant on location of the training, you may need to stay overnight. This training will be during the second or third week of you being appointed to role.

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: 11th January 2025. Please note, this advert may close early if the appropriate number of applications has been reached.