Customer Operations Lead — Flexible Hours & Impact

Royal Mail; Epsom; On-site; GBP 52,000 - 56,000; Full time

Benefits offered by this job

10% on-target bonus

25 days annual leave

Generous pension

Job summary

Royal Mail is seeking a Customer Operations Manager to lead the Delivery team at Banstead Delivery Office near Epsom. You will manage morning to afternoon shifts, ensuring accurate, on-time deliveries while coaching frontline staff and promoting a positive, inclusive work environment.

You will collaborate with Trade Unions to drive performance improvements, manage resources, and support the transition from letters to parcels.

Qualifications

• Customer-focused leader with strong communication and coaching skills.
• Proven ability to lead front-line teams and manage performance.
• Experience coordinating with Trade Unions and driving process improvements.

Responsibilities

• Full accountability for the Delivery team and shifts.
• Lead and inspire a team of front-line colleagues to deliver excellent doorstep service.
• Coordinate resource planning and coach teams to improve performance.
• Partner with Trade Unions to raise the bar on delivery performance.

Skills

Customer focus

People leadership

Team management

Stakeholder collaboration

Job description

Royal Mail is seeking a Customer Operations Manager to lead the Delivery team at Banstead Delivery Office near Epsom. You will manage morning to afternoon shifts, ensuring accurate, on-time deliveries while coaching frontline staff and promoting a positive, inclusive work environment.

You will collaborate with Trade Unions to drive performance improvements, manage resources, and support the transition from letters to parcels.