Lead Customer Operations Manager

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

Benefits offered by this job

25 days annual leave

Generous pension

Annual bonus up to 10%

Job summary

Royal Mail in Maidstone is seeking a Lead Customer Operations Manager to lead and develop a team of Customer Operations Managers, delivering results across a balanced scorecard while driving transformational changes. You’ll coordinate resourcing, safety tasks and fleet management, and ensure timely, high-quality customer service.

You’ll engage external stakeholders, coach teams, partner with Trade Unions, and maintain a positive, inclusive work environment as Royal Mail moves from letters to

Qualifications

• Experience leading and developing a team of managers to deliver results.
• Ability to manage stakeholder relationships and drive performance.
• Strong focus on safety, resources planning, and process improvement.

Responsibilities

• Lead and develop a team of Customer Operations Managers to deliver results across a balance scorecard.
• Produce weekly resourcing plans and coach teams to meet targets.
• Ensure delivery unit achieves safety tasks and PIC tasks while maintaining service quality.
• Collaborate with Trade Union and senior leadership to drive performance improvements.
• Foster an inclusive, motivating work environment and uphold Royal Mail values.

Skills

Leadership

People management

Stakeholder management

Change management

Operational planning

Job description

Job reference number 344672

Lead Customer Operations Manager

Min £45,888 Mid £50,476 plus £4,202 allowance potential 10% bonus, 25 days annual leave and generous pension

Full time, Permanent

Maidstone Delivery Office, Bircholt Road, Parkwood Industrial Estate, Maidstone, ME15 9EE

At Royal Mail we deliver more.

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.

Shift Patterns

Monday - Saturday with a rotational day off over a 6 week period.

Hours 41:00 per week approx 07:00 - 15:12, start & finish times may vary due to seasonal variation.

THE ROLE

As a Lead Customer Operations Manager, you’ll be responsible for leading and developing a team of Customer Operations Managers (COM) to take ownership and accountability to deliver results across a balance scorecard. Whilst at the same time deploying significant transformational changes.

You’ll be the point of contact for external stakeholders and hold the responsibility through delegation, coaching and support to ensure all COMs complete tasks to time and quality, delivering the scorecard performance.

You’ll produce the weekly resourcing plan and ensure all COMs deliver towards this. Leading on safety will be key, ensuring each COM completes their safety tasks and the unit’s specific PIC tasks are accomplished, alongside confirming each COM is managing their fleet, and the unit hits overall targets.

Furthermore, you’ll also have full accountability for your Delivery team, you’ll work through the morning and into the afternoon and ensure the smooth running of 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, taking the lead for the unit, 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 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

Are you looking for a job that delivers more? When you join Royal Mail, you join an organisation that achieves something extraordinary every day. We’ve been trusted by the nation for more than 500 years. You’ll be at the heart of your community, vital to your team, and part of an organisation that delivers for the nation.

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.

Closing Date: Tuesday 20th October. Please note, this advert may close early if the appropriate number of applications has been reached.

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