Delivery Operations Leader – Customer Service & Performance

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

Benefits offered by this job

Bonus up to 10%

25 days annual leave

Generous pension

Job summary

Royal Mail is recruiting a Customer Operations Manager for the Airdrie delivery office. You will lead the day-to-day operation to ensure service, safety, quality and productivity while developing engaged teams and managing resources and budgets.

You will drive change, champion continuous improvement and build strong relationships with customers, trade unions and stakeholders to deliver outstanding service and community impact.

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

Team leadership

People coaching

Performance data

Resource planning

Stakeholder management

Change & improvement

Job description

Royal Mail is recruiting a Customer Operations Manager for the Airdrie delivery office. You will lead the day-to-day operation to ensure service, safety, quality and productivity while developing engaged teams and managing resources and budgets.

You will drive change, champion continuous improvement and build strong relationships with customers, trade unions and stakeholders to deliver outstanding service and community impact.