Customer Operations Manager

Royal Mail; Porthmadog; On-site; GBP 46,000 - 50,000; Full time

Benefits offered by this job

10% bonus on target

Generous holiday allowance

Flexible working options

Pension scheme

Parental leave policy

Family friendly support

Maternity pay

Paternity leave

Adoption leave

Shared parental leave

Sick pay

Dental insurance

Health assessment every 2 years

MyBundle+ benefits access

24/7 wellbeing resources

Job summary

Royal Mail is seeking a Customer Operations Manager in Porthmadog to lead the Delivery team across shifts, ensuring accurate and on-time deliveries and a positive customer experience.

You’ll manage resources, coach frontline colleagues, partner with Trade Unions, and drive performance improvements while upholding Royal Mail values and safety standards within a permanent, full-time role.

Competitive package includes a 10% bonus target, generous annual leave, pension and family-friendly provisions.

Qualifications

• This role requires strong leadership and frontline team management experience.
• Proven ability to drive performance and coach teams to deliver results.
• Customer-focused with excellent communication and decision-making skills.

Responsibilities

• Take full accountability for the Delivery team’s performance and safety.
• Plan resources across shifts to ensure timely deliveries.
• Collaborate with Trade Unions to foster constructive, high-performing teams.
• Drive continuous improvement to meet service targets and customer needs.

Skills

Leadership

Team management

Delivery operations

Stakeholder collaboration

Problem solving

Job description

Job reference number 344696

Customer Operations Manager

Min £45,888 Mid £50,476 (dependent on experience) plus potential 10% bonus, 25 days annual leave and generous pension

Full time, Permanent

Porthmadog Delivery Office, Penamser Road, Porthmadog, LL49 9HF

About Us

We believe great things are possible and we 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.

THE ROLE

Full accountability for the Delivery team, you’ll work through the morning and into the afternoon and ensure the smooth running for all deliveries. You'll lead and inspire a team of front-line colleagues to work efficiently and provide excellent service at the doorstep. 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 drive performance improvement. Delivering every item accurately and on time is crucial to who we are, you will play a major part in the trust customers have in us.

What You’ll Get

• 10% on target bonus
• generous holiday allowance
• flexible working options
• a pension scheme
• an excellent parental leave policy
• enhanced family friendly support
• enhanced maternity pay
• paternity leave
• adoption leave
• shared parental leave
• supportive and generous company sick pay
• eligibility to a level of employer funded dental insurance
• a health assessment every two years
• access to your personalised benefits account through our MyBundle+ platform, where you can choose from more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle
• 24/7 access to tools, services and advice supporting your physical, mental, financial and social health—completely free
• career opportunities that come with leading a team and shaping key decisions

About You

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, and collaborate, and will relish the opportunity to be part of our historic transformation from a letters business to a parcels business, 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.

Inclusion Statement

Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.

We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.

For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/

Closing Date: Sunday 22nd November. Please note, this advert may close early if the appropriate number of applications has been reached.

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