Lead Customer Operations Manager - Derry/Londonderry

Royal Mail Group; Derry/Londonderry; On-site; GBP 46,000 - 54,000; Full time

Benefits offered by this job

25 days annual leave

Generous pension

Bonus potential

Job summary

Royal Mail Group in Derry/Londonderry is seeking a Lead Customer Operations Manager to drive delivery and collection performance for the unit. You will lead a large frontline team, manage budgets, and foster an engaged culture focused on safety, service and continuous improvement.

The role requires senior leadership, strong communication, and the ability to influence across stakeholders and trade unions, while delivering outstanding customer experience.

Qualifications

• Experience leading large operational teams in a customer-focused environment.
• Strong people coaching and performance management ability.
• Ability to evaluate operational data and translate insight into action.

Responsibilities

• Lead operational performance across safety, customer, quality, productivity and people measures.
• Manage and develop frontline teams through coaching, engagement, recruitment and performance management.
• Deliver effective resource planning and budget control to ensure targets are achieved.
• Build strong relationships with customers, key stakeholders and trade union representatives.
• Drive continuous improvement, change initiatives and adoption of new technologies and processes.
• Maintain accountability for operational compliance, fleet, buildings, equipment and asset management.

Skills

Leadership

Coaching

People management

Budgeting

Stakeholder management

Change delivery

Data interpretation

Job description

Job reference number 345018

Lead Customer Operations Manager - Derry/Londonderry

Salary from £45,888 to £53,916 DOEplus £4,202 Lead COM allowance (paid as £350.20pm), potential 10% bonus, 25 days annual leave and generous pension
Full time, Permanent
Londonderry DO

We're looking for an inspiring and people-focused Lead Customer Operations Manager to drive the delivery and collection operation within our Derry/Londonderry Customer Operations unit. This is a senior operational role with full accountability for performance, people, customer experience and operational delivery.

Leading frontline colleagues and managers, you'll create a highly engaged team environment focused on safety, customer service, quality and productivity. You'll play a key role in ensuring operational excellence while building strong relationships with customers, stakeholders and trade union representatives.

About the Role

As a Lead COM, you'll have end-to-end accountability for your operation, ensuring mail and parcels are delivered safely, efficiently and to the required service standards. You'll lead performance across a balanced scorecard, manage budgets and resources, develop colleagues and drive a culture of continuous improvement.

This role sits at the heart of the operation, combining people coaching, operational management, customer focus and change delivery. You'll work closely with support functions and stakeholders across the wider business to ensure your unit delivers outstanding results while maintaining a positive and engaging culture.

Key Responsibilities

• Lead operational performance across safety, customer, quality, productivity and people measures.
• Manage and develop frontline teams through coaching, engagement, recruitment and performance management.
• Deliver effective resource planning and budget control to ensure operational and financial targets are achieved.
• Build strong relationships with customers, key stakeholders and trade union representatives.
• Drive continuous improvement, change initiatives and the adoption of new technologies and processes.
• Maintain accountability for operational compliance, fleet, buildings, equipment and asset management.

Shift Patterns

Monday to Saturday with a rolling day off.

About You

You're an experienced leader who thrives in a fast-paced operational environment. You know how to support and develop others, using coaching, collaboration and engagement to build high-performing teams. You're comfortable making decisions, balancing competing priorities and driving continuous improvement through insight, influence and effective leadership.

You'll bring a strong customer focus, excellent communication skills and the ability to influence stakeholders at all levels while maintaining a positive and collaborative approach.

What You'll Bring

• Experience leading large operational teams in a customer-focused environment.
• Strong people coaching and performance management capability.
• Ability to evaluate operational data and translate insight into action.
• Experience managing budgets, resources and operational performance.
• Strong stakeholder management skills, including working within unionised environments.
• Experience driving change, continuous improvement or transformation initiatives.

Role Impact

You'll have full accountability for delivery and collection performance, customer experience, people engagement and financial performance within your unit. Your leadership will directly influence operational results, customer satisfaction and colleague engagement while helping deliver Royal Mail's wider business objectives.

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.

Closing Date: 1st November. Please note, this advert may close early if the appropriate number of applications has been reached.