Customer Operations Leader: Delivery & Team Growth

Royal Mail; Blaydon on Tyne; On-site; GBP 46,000 - 50,000; Full time

Benefits offered by this job

Lead COM allowance

Annual leave 25 days

Generous pension

Bonus up to 10%

Job summary

Royal Mail is seeking a Lead Customer Operations Manager to drive delivery and collection operations in Blaydon. You will lead frontline teams and managers, ensuring safety, service quality and productivity while building strong relationships with customers and trade unions.

This senior role owns end-to-end performance, budgets, and continuous improvement, with a rolling shift pattern Monday to Saturday. The successful candidate will coach colleagues, manage resources, and foster a positive,

Qualifications

• Experience leading large operational teams in a customer-focused environment.
• Strong people coaching and performance management capability.
• Ability to evaluate operational data and translate insight into action.
• Experience managing budgets, resources and operational performance.
• Strong stakeholder management skills, including working within unionised environments.

Responsibilities

• Lead operational performance across safety, customer, quality, productivity and people measures.
• Manage and develop frontline teams through coaching, engagement, recruitment and performance management.
• Deliver effective resource planning and budget control to ensure operational and financial targets are achieved.
• Build strong relationships with customers, key stakeholders and trade union representatives.
• Drive continuous improvement, change initiatives and the adoption of new technologies and processes.
• Maintain accountability for operational compliance, fleet, buildings, equipment and asset management.

Skills

People leadership

Coaching

Performance management

Budget management

Stakeholder management

Job description

Royal Mail is seeking a Lead Customer Operations Manager to drive delivery and collection operations in Blaydon. You will lead frontline teams and managers, ensuring safety, service quality and productivity while building strong relationships with customers and trade unions.

This senior role owns end-to-end performance, budgets, and continuous improvement, with a rolling shift pattern Monday to Saturday. The successful candidate will coach colleagues, manage resources, and foster a positive,