Customer Operations Manager - Airdrie

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

Benefits offered by this job

Bonus potential

25 days annual leave

Pension

Job summary

Royal Mail Group in Airdrie is seeking a Customer Operations Manager to lead the delivery and collection operation at our Airdrie DO. You will ensure service, safety, quality, productivity and people objectives are met while coaching frontline colleagues to deliver exceptional customer service.

You’ll drive change and continuous improvement, manage resources and budgets, build union relationships and maintain a high-performing, inclusive environment where teams are motivated to excel in a

Qualifications

• Experience leading teams within an operational, customer-focused or logistics environment.
• Strong people leadership, coaching and performance management capability.
• Ability to evaluate performance data and take action to improve results.
• Experience managing resources, workload planning and operational delivery.
• Strong stakeholder management skills, including working with colleagues, customers and trade union representatives.
• Experience driving change and continuous improvement initiatives.

Responsibilities

• Lead operational performance across safety, customer, quality, productivity and people measures.
• Recruit, develop, coach and engage frontline colleagues to create a high-performing team culture.
• Manage resource planning, budgets and operational performance to deliver service and efficiency targets.
• Build strong and collaborative relationships with customers, stakeholders and trade union representatives.
• Drive continuous improvement, change initiatives and adoption of new ways of working.
• Maintain accountability for operational compliance, asset management and the overall performance of the unit.

Skills

People leadership

Coaching

Performance management

Stakeholder management

Change management

Data analysis

Job description

Job reference number 341433
Customer Operations Manager - Airdrie

From £45,888 - £50,476 (dependent on experience) plus potential 10% bonus, 25 days annual leave and generous pension
Full time, Permanent
Airdrie DO, Airdrie, ML6 6AA

We're looking for an inspiring and people-focused Customer Operations Manager to lead the delivery and collection operation within our Airdrie delivery office. This is a key management role responsible for delivering excellent customer service, operational performance and colleague engagement through effective leadership and coaching.

Leading frontline colleagues, you'll create a safe, inclusive and high-performing environment where teams are motivated to deliver outstanding service while continuously improving operational performance. You'll have direct accountability for your operation and play a vital role in ensuring Royal Mail continues to deliver for customers and communities.

About the Role

As a Customer Operations Manager, you'll lead the day-to-day operation of a delivery unit, ensuring service, safety, quality, productivity and people objectives are consistently achieved. Depending on the unit, you may operate independently with full accountability for a smaller site or work alongside other Customer Operations Managers within a larger operation.

You’ll be responsible for developing engaged teams, delivering operational performance, managing resources and budgets, building positive union relationships and ensuring customers receive excellent service. You'll also play a key role in driving change, continuous improvement and operational excellence.

Key Responsibilities

• Lead operational performance across safety, customer, quality, productivity and people measures.
• Recruit, develop, coach and engage frontline colleagues to create a high-performing team culture.
• Manage resource planning, budgets and operational performance to deliver service and efficiency targets.
• Build strong and collaborative relationships with customers, stakeholders and trade union representatives.
• Drive continuous improvement, change initiatives and adoption of new ways of working.
• Maintain accountability for operational compliance, asset management and the overall performance of the unit.

About You

You're a skilled operational leader who enjoys developing people and creating a positive team culture. You can balance operational priorities with customer needs and are comfortable finding solutions in a fast-paced environment. You'll be highly organised, resilient and proactive, with the ability to use data and insight to improve performance. You'll bring strong leadership, sound judgement and a commitment to delivering excellent service.

What You'll Bring

• Experience leading teams within an operational, customer-focused or logistics environment.
• Strong people leadership, coaching and performance management capability.
• Ability to evaluate performance data and take action to improve results.
• Experience managing resources, workload planning and operational delivery.
• Strong stakeholder management skills, including working with colleagues, customers and trade union representatives.
• Experience driving change and continuous improvement initiatives.

Role Impact

You’ll have full accountability for operational performance across your unit, including customer experience, people engagement, productivity and safety. Through your leadership, you’ll help ensure customers receive excellent service while creating a positive and engaging environment for colleagues.

NEXT STEPS

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.

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

Closing Date: 11th October. Please note, this advert may close early if the appropriate number of applications has been reached.

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