Collections Customer Operations Manager

Royal Mail; Filton; On-site; GBP 46,000 - 50,000; Full time

Benefits offered by this job

On-target bonus

Generous holiday

Pension scheme

Parental leave

Family-friendly support

Health assessment

Job summary

Royal Mail is recruiting for a Collections Customer Operations Manager in Bristol. The role provides full accountability for the collections operation, leading frontline teams to collect items efficiently and deliver excellent customer service.

You will drive performance, coach staff and partner with Trade Unions to raise standards, while upholding Royal Mail values across shifts. The position offers a competitive salary, a 10% bonus potential, generous holiday and a strong pension, with the

Qualifications

• Experience leading frontline teams in a service/collections environment.
• Ability to coach, motivate and develop staff.
• Strong stakeholder engagement with unions and internal partners.

Responsibilities

• Lead and inspire a team of front-line colleagues to collect items and deliver high service levels.
• Create a positive, inclusive work environment and role model Royal Mail values.
• Collaborate with Trade Unions to drive performance improvements.
• Ensure smooth operation of the collections process and build trust with customers.

Skills

Leadership

Team management

Customer service

Stakeholder engagement

Job description

Job reference number 342206

Collections Customer Operations Manager

£45,888 - £50,476 (dependent on experience) plus potential 10% bonus, 25 days annual leave and generous pension

Full time, Permanent

Bristol MC, Filton, Bristol, BS34 7ST

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 making sure our collection operation runs as smoothly as possible. You’ll play a major part in the trust we build with customers.

SHIFT

Monday to Friday between 10:00 and 20:00. Flexibility will be required to meet the needs of the unit.

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, a pension scheme and an excellent parental leave policy. You’ll also benefit from enhanced family friendly support, including enhanced maternity pay, paternity leave, adoption leave and shared parental leave. As part of our commitment to your wellbeing, you’ll receive supportive and generous company sick pay, and eligibility to a level of employer funded dental insurance* and a health assessment every two years*. You’ll have 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

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.

Inclusion and Accessibility

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: Friday 28th August 2026. Please note, this advert may close early if the appropriate number of applications has been reached.