Customer Operations Support Manager

Royal Mail; Greater London; On-site; GBP 42,000 - 45,000; Full time

Benefits offered by this job

10% on target bonus

Generous holiday allowance

Flexible working options

Pension scheme

Parental leave

Sick pay

Dental insurance

Health assessment

Job summary

Royal Mail in London is seeking a Customer Operations Support Manager to cover the South East 1 OPL area, with base at Southwark Delivery Office. You will oversee the Delivery operation and lead a frontline team to deliver excellent service at the doorstep.

The role requires flexible leadership, resilience and the ability to keep operations running when permanent managers are unavailable, building trust with customers and driving performance.

Qualifications

• Leadership experience in delivery/customer operations preferred.
• Customer-focused, results-driven, with strong team management skills.

Responsibilities

• Oversee the Delivery operation and ensure smooth running of the delivery team.
• Lead and inspire front-line colleagues to provide excellent doorstep service.
• Maintain resilience and continuity when permanent managers are unavailable and build trust with customers.

Job description

Job reference number 343213

Customer Operations Support Manager - South East 1 OPL Area

Starting salary London Min £42,446 Mid £44,740 plus potential 10% bonus, 25 days annual leave and generous pension plan

Full time, Permanent

To cover all offices in the South East 1 OPL area, Base location to be Southwark Delivery Office

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

You’ll be the person who picks up the action while our permanent manager is on annual leave. This means overseeing the Delivery operation and ensuring the smooth running of the delivery team You'll lead and inspire a team of front‑line colleagues to work efficiently and provide excellent service at the doorstep.

Our operation needs to be resilient, and we need the flexibility to be able to keep things running smoothly when our permanent managers are unavailable. You’ll play an integral part in building trust with customers.

SHIFT PATTERN

- Monday to Saturday with rotating day off, hours are 07:00 - 15:12

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 options, a pension scheme and an excellent parental leave policy. You’ll also benefit from enhanced family friendly support, including enhanced maternity pay, paternity leave, adoption leave and shared parental leave. As part of our commitment to your wellbeing, you’ll receive supportive and generous company sick pay, and eligibility to a level of employer funded dental insurance* and a health assessment every two years*. You’ll have 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.

Your wellbeing matters to us, which is why you and your family have 24/7 access to tools, services and advice supporting your physical, mental, financial and social health—completely free. And of course, there are all the exciting career opportunities that come with leading a team and shaping key decisions. All this comes with 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 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.

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: Wednesday 23rd September. Please note, this advert may close early if the appropriate number of applications has been reached.

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