Lead Customer Operations Manager

Royal Mail; Spalding; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

MyBundle+ benefits platform

Wellbeing support

25 days annual leave

Pension scheme

Job summary

Royal Mail is seeking a Lead Customer Operations Manager to lead a team of Customer Operations Managers and deliver on safety, performance, and service standards. You will manage resourcing, coaching, and cross-functional collaboration to drive results across a scorecard framework.

You will guide a historic transformation from letters to parcels, deploying innovative practices and data-driven ideas while maintaining a positive, inclusive leadership style.

Qualifications

• Experience leading large teams in a customer operations or logistics setting.
• Proven ability to manage safety and compliance tasks while delivering performance.
• Strong coaching, delegation and support skills to develop front-line staff.

Responsibilities

• Lead and develop a team of Customer Operations Managers to deliver results on a balanced scorecard.
• Produce weekly resourcing plan and ensure COMs meet timelines and quality
• Drive safety, fleet management and unit targets; oversee delivery team operations
• Partner with Trade Union leaders to raise the bar and coach teams toward performance improvements
• Lead the transformation from a letters business to a parcels business through data-driven ideas and new practices

Skills

Leadership

People management

Stakeholder management

Change management

Job description

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.

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.

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., 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., 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.

Min £45,888 Mid £50,476 plus £2,101 Allowance, potential 10% bonus, 25 days annual leave and generous pensionFull time, Permanent, Shift Patterns 5 days out of 6 Monday to Friday, hours between 06:30 - 14:52., 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