Customer Operations Lead - Transform & Deliver

Royal Mail; Spalding; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

MyBundle+ benefits platform

Wellbeing support

25 days annual leave

Pension scheme

Job summary

Royal Mail is seeking a Lead Customer Operations Manager to lead a team of Customer Operations Managers and deliver on safety, performance, and service standards. You will manage resourcing, coaching, and cross-functional collaboration to drive results across a scorecard framework.

You will guide a historic transformation from letters to parcels, deploying innovative practices and data-driven ideas while maintaining a positive, inclusive leadership style.

Qualifications

• Experience leading large teams in a customer operations or logistics setting.
• Proven ability to manage safety and compliance tasks while delivering performance.
• Strong coaching, delegation and support skills to develop front-line staff.

Responsibilities

• Lead and develop a team of Customer Operations Managers to deliver results on a balanced scorecard.
• Produce weekly resourcing plan and ensure COMs meet timelines and quality
• Drive safety, fleet management and unit targets; oversee delivery team operations
• Partner with Trade Union leaders to raise the bar and coach teams toward performance improvements
• Lead the transformation from a letters business to a parcels business through data-driven ideas and new practices

Skills

Leadership

People management

Stakeholder management

Change management

Job description

Royal Mail is seeking a Lead Customer Operations Manager to lead a team of Customer Operations Managers and deliver on safety, performance, and service standards. You will manage resourcing, coaching, and cross-functional collaboration to drive results across a scorecard framework.

You will guide a historic transformation from letters to parcels, deploying innovative practices and data-driven ideas while maintaining a positive, inclusive leadership style.