Customer First Business Partner

Royalmailgroup; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

Royal Mail is seeking a Customer First Business Partner to enhance customer quality performance across the London region. This role involves coaching, compliance assurance, and continuous improvement initiatives, requiring strong stakeholder management and leadership skills. The successful candidate will play a vital role in driving transformation and achieving service excellence.

Benefits

£4,800 car allowance

Full family private healthcare

Annual bonus potential

Generous annual leave of 27.5 days

Qualifications

• Extensive knowledge of customer, quality, and service policies.
• Experience in business partnering with excellent stakeholder management skills.
• Leadership experience with adherence to business standards.

Responsibilities

• Provide independent assurance of regional transformation activities.
• Develop and drive the Quality & Customer Business Plan.
• Coach and develop functional leadership teams.

Skills

Stakeholder Management

Continuous Improvement

Data Analysis

Job description

Job Reference 322587

Customer First Business Partner - BC8 - London, BC8N1

Benefits include: £4,800 car allowance or £4,300 cash equivalent, full family private healthcare, annual bonus potential, and a generous annual leave of 27.5 days.

Type: Permanent, Full-time

Location: London region, requiring extensive travel across the area

For a full job description, please click on the following link: Job Description

About Royal Mail

Royal Mail is undergoing an exciting transformation, building a green, optimized network, developing cutting-edge supply chain technology, and adapting its historic logistics operation for modern demands. As a Customer First Business Partner, you will play an important role in driving this change across your region.

About the Role

This key regional role involves working as a business partner for the Regional Operations Directors. You will provide coaching, expertise, and direction to enhance customer quality performance. Your responsibilities include:

1. Providing independent assurance of regional transformation activities to ensure compliance and minimize legal or performance risks.
2. Developing and driving the Quality & Customer (Q&C) Business Plan through regular reviews.
3. Using data to prioritize improvement activities and maintain performance at target levels.
4. Fostering a proactive environment for continuous improvement using standard tools and techniques.
5. Coaching and developing functional leadership teams to meet customer service, quality, and compliance targets.

About You

To succeed, you should have extensive knowledge of customer, quality, and service policies, products, processes, and regulatory frameworks. You should also:

1. Be capable of creating virtual teams that deliver continuous improvement and growth opportunities.
2. Work collaboratively with the Regional Operations Directors to balance priorities and deliver a comprehensive scorecard.
3. Quickly identify risks and translate them into targeted actions.
4. Prioritize multiple challenging workloads effectively.
5. Have experience in business partnering with excellent stakeholder management skills, including influencing senior leaders.
6. Possess experience in a leadership role with adherence to business standards and continuous improvement tools.

Next Steps

The selection process includes a face-to-face assessment day with role play scenarios and a competency interview.

Royal Mail values trust and transparency. We will provide interview questions in advance to help you prepare and showcase your best examples. We welcome candidates with diverse experiences and are committed to inclusion and support for adjustments during the application process.

For more information, visit: Royal Mail Group

Closing Date: 1st June (may close early if enough applications are received).

Job Enquiries: Sydney Akbari-Lynn ([e-mail])

Recruitment Enquiries: Paul Walker ([e-mail])

Additional resources: Online courses on 'CV Guidance' and 'Interview Skills' available on SuccessFactors.

Before applying, please review the eligibility criteria and seek necessary approvals as outlined in the application guidelines.