Customer Operations Manager

Royal Mail; Sandown; On-site; GBP 45,000 - 51,000; Full time

Job summary

A leading delivery service provider in the UK is seeking a Customer Operations Manager to lead and inspire front-line colleagues in delivering exceptional service. The role entails full accountability for delivery team performance, ensuring operations run smoothly while fostering a positive work environment. Candidates should have a customer-centric ethos, flexibility in handling pressure, and the ability to motivate and coach team members. The position offers a competitive salary, benefits such as a bonus, and opportunities for professional growth.

Benefits

10% on-target bonus

Generous holiday allowance

Flexible working

Pension scheme

Parental leave policy

Cycle2work scheme

Corporate discounts

Qualifications

• Experience managing delivery teams effectively.
• Ability to motivate and coach team members.
• Strong customer service focus and results driven.

Responsibilities

• Lead the delivery team to ensure smooth operations.
• Manage resources and plan effectively.
• Collaborate with Trade Union for performance improvement.

Skills

Customer focused

Team player

Inspiring leader

Flexibility

Job description

Royal Mail is something special, a well‑loved brand people can rightly be proud of. We have the assets, the infrastructure and the scale that others don’t, yet we are a big part of the communities we operate in, making billions of precious deliveries each year. Our people are at the heart of our business and are integral to helping us to utilise the latest technology and business approaches to optimise, automate and digitise our operations.

Job reference number 333672 Customer Operations Manager
£45,888 - £50,476 (dependent on experience) plus potential 10% bonus, 25 days annual leave and generous pensionFull time, Permanent Sandown Delivery Office, 19 Beachfield Road, Sandown, PO36 8LR

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

We’re asking for a lot, but you’ll get a lot in return. First, there’s the 10% on‑target bonus, generous holiday allowance, flexible working, pension scheme and an excellent parental leave policy. Then there are all the excellent benefits that come with MyBundle, such as the Cycle2work scheme, and corporate discounts including retail vouchers, travel & attraction discounts, gym membership and more. There’s also all the exciting career opportunities that come with leading a team and driving key decisions. And that’s before we’ve even mentioned the great sense of pride you’ll feel from being part of one of the world’s most recognisable brands as we undergo a historic transformation, and transition from a letters business to a parcels business.

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.

NEXT STEPS

Ready to apply? Then complete your application online and submit your CV. If successful, you’ll be invited to a face‑to‑face assessment where you’ll have the chance to showcase your abilities and passion. You’ll also take part in a capability‑based interview and a short management scenario exercise – more details will be provided on the day.

If you are successful in your application, you be provided with the necessary training to support you in your new role. As part of your induction journey, you will be required to attend a week of formal classroom training. You will be required to travel and, dependant on location of the training, you may need to stay overnight. This training will be during the second or third week of you being appointed to role.

Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.

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.

Closing Date: Sunday 15th February. Please note, this advert may close early if the appropriate number of applications has been reached.