Post Office Operations Manager

TGJones; Greater London; On-site; GBP 26,000 - 31,000; Full time

Job summary

TGJones is seeking an experienced Post Office Operations Manager to lead a branch within our retail store in Greater London. You will oversee Counter Assistants, drive outstanding customer service, and ensure strict adherence to Post Office policies, security and financial controls.

Responsibilities include daily reconciliations, branch audits, cash handling, and collaborating with the Cluster Manager to execute trading plans while coaching your team to improve performance and customer

Qualifications

• Previous management experience in a customer-facing retail, financial, or postal environment.
• Strong understanding of compliance, security, and regulatory requirements, ideally within a Post Office or similar regulated service.
• Experience leading teams in achieving KPIs and service goals, including transaction volumes, mystery shop scores, and customer satisfaction.
• Enthusiastic, hands-on approach with ability to support training, coaching, and development of your team.
• Excellent organisational and communication skills, with the flexibility to respond quickly to changing priorities.

Responsibilities

• Leading and motivating your team to deliver exceptional service across all post office counters and functions.
• Ensuring full compliance with Post Office Ltd. policies, procedures, and security standards.
• Managing financial accountability and operational performance, including daily reconciliations, branch audits, and cash handling protocols.
• Working with your Cluster Manager to implement the Trading Plan and translating scorecard data into clear actions that enhance both team performance and customer satisfaction.
• Creating a welcoming and inclusive environment where team members feel supported, developed, and empowered to grow their skills.

Skills

People leadership

Customer service

Communication

Regulatory compliance

Job description

Post Office Operations Manager

£28,412

To be employed in this role you must be over the age of 18 and complete a safeguarding check.

3-Day Post Office Counter Training Covers Introduction, Processes, Practical Skills & Systems

Training may take place at a different location – flexibility required!

With a rich heritage and a new name, TGJones is the fresh face of a much-loved and trusted British brand. Our roots lie in WHSmith, where we’ve proudly supported the high street retail estate for generations. Now, under the ownership of specialist retail investors, Modella Capital, we’re entering an exciting new chapter with bold ambitions to become 'Your Hub of the High Street'.

About the role

As a Post Office Operations Manager, you'll take the lead in running a high-performing post office branch embedded within our retail store. You’ll manage a team of Counter Assistants, ensuring a consistently exceptional customer experience while maintaining robust compliance, operational accuracy, and commercial performance. Whether it's helping customers access essential financial services or ensuring the efficient handling of mail and parcels, your leadership will be at the heart of our community-focused service.

• Leading and motivating your team to deliver exceptional service across all post office counters and functions.
• Ensuring full compliance with Post Office Ltd. policies, procedures, and security standards.
• Managing financial accountability and operational performance, including daily reconciliations, branch audits, and cash handling protocols.
• Working with your Cluster Manager to implement the Trading Plan and translating scorecard data into clear actions that enhance both team performance and customer satisfaction.
• Creating a welcoming and inclusive environment where team members feel supported, developed, and empowered to grow their skills.

About you

We’re looking for a capable and confident leader who thrives in a service-driven and highly regulated environment. You’ll need to be both detail-focused and people-oriented, with a strong sense of purpose in delivering essential community services. As a Post Office Operations Manager, your integrity, precision, and leadership will help build trust with customers and bring out the best in your team.

• Previous management experience in a customer-facing retail, financial, or postal environment.
• Strong understanding of compliance, security, and regulatory requirements, ideally within a Post Office or similar regulated service.
• Experience leading teams in achieving KPIs and service goals, including transaction volumes, mystery shop scores, and customer satisfaction.
• An enthusiastic, hands‑on approach with the ability to support training, coaching, and the development of your team.
• Excellent organisational and communication skills, with the flexibility to respond quickly to changing priorities.

About us

Joining TGJones means becoming part of a company that values its people as its greatest asset. We are a team that supports growth, values ideas, and believes in delivering excellent service to our communities. Whether you're looking to progress your career or take on a new challenge, you'll find TGJones to be a place where your efforts are recognised, and your development is supported.

Company benefits for our store and post office colleagues include in-store employee discounts, generous 3rd party discounts, an employee assistance programme, flexible shifts, company pension, and more.

At TGJones, we’re committed to building an inclusive and welcoming workplace where everyone can be themselves and thrive. If you need any adjustments during the selection process, just let our Talent Acquisition team know—we’re happy to help!

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