Collections Customer Operations Manager

Royal Mail; Luton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading postal service provider in Luton is seeking an inspiring leader for the Collections operation. You will manage a team to efficiently collect items, deliver exceptional service, and ensure performance improvement. The ideal candidate excels under pressure, possesses strong customer focus, and can motivate a team effectively. This role offers a competitive bonus, generous holiday allowance, flexible working, and numerous additional benefits, contributing to one of the most recognizable brands in the UK as it transitions to a parcels business.

Benefits

10% on-target bonus

Generous holiday allowance

Flexible working

Pension scheme

Parental leave policy

Cycle2work scheme

Corporate discounts

Qualifications

• Experience in managing and inspiring teams.
• Ability to build positive work environments.
• Strong customer service skills.

Responsibilities

• Lead and inspire a team to collect items efficiently.
• Ensure performance improvement and manage resources.
• Collaborate with Trade Union for continuous improvement.

Skills

Leadership

Customer focus

Results driven

Team player

Empathy

Coaching

Job description

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.

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.

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.

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.