Post Office Operations Manager

Post Office; Ilford; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

In-store discounts

Generous third‑party discounts

Employee assistance programme

Flexible shifts

Company pension

Job summary

TGJones is seeking a proactive Operations Manager to lead the day-to-day Post Office branch within a retail store. You’ll manage a small team, ensure accurate transactions, and maintain compliance while delivering a welcoming customer experience.

You will drive performance, support training, and collaborate with store leadership to achieve branch goals and maintain safety and efficiency in a regulated environment.

Qualifications

• Management experience leading a team in a customer-facing retail, financial or postal environment.
• Strong focus on compliance, security and accurate transactions.
• Customer-first approach delivering helpful, reliable service.
• Focus on performance, reviewing results and driving improvements.
• Hands-on leadership, coaching and developing teammates.
• Strong organisation and clear communication under changing plans.
• Team-oriented mindset collaborating with colleagues and leaders.

Responsibilities

• Lead and motivate the team to deliver friendly, consistent service.
• Put customers first, ensuring they are welcomed and supported to access Post Office services.
• Maintain compliance and security; follow Post Office procedures and governance standards.
• Take ownership of branch operations including cash handling, reconciliations and audits.
• Drive performance by using scorecard data to identify opportunities and actions.
• Develop your team through coaching, training and recognising achievements.
• Work collaboratively with store colleagues and leaders to meet branch goals.

Skills

Management experience

Customer focus

Compliance focus

Leadership style

Organisational skills

Communication skills

Teamwork

Job description

Post Office Operations Manager

39 hours per week working any 5 out of 7 days, including weekends

Salary: £

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 and systems. Training may take place at a different location, so flexibility is required.

With a proud heritage in British high street retail, TGJones is looking for passionate, customer-focused people who take pride in what they do, enjoy helping others and want to make a real difference. Join our team and help create a welcoming, positive experience that keeps customers coming back.

About the role

As a Post Office Operations Manager, you'll lead the day-to-day operation of a Post Office branch within our retail store. You'll support and develop your team to deliver a helpful, efficient customer experience while ensuring transactions are accurate, procedures are followed and the branch operates safely and effectively. From managing financial services and mail transactions to maintaining compliance and improving performance, you'll help ensure customers can rely on the service we provide.

You'll help us to:

Lead and motivate the team. Set a positive example, support colleagues across the counter and help everyone deliver friendly, consistent service.

Put customers first. Ensure customers are welcomed, listened to and supported to access the Post Office services they need.

Maintain compliance and security. Ensure Post Office Ltd. procedures, security requirements and governance standards are followed consistently.

Take ownership of branch operations. Oversee daily processes, cash handling, reconciliations and audits, maintaining accuracy and financial accountability.

Drive performance. Work with your Cluster Manager to understand branch results, use scorecard information to identify opportunities and turn priorities into practical actions.

Develop your team. Coach colleagues, support training, share knowledge and recognise achievements to build confidence and capability.

Work collaboratively. Build strong relationships with store colleagues and leaders, sharing information and working together to achieve branch and business goals.

About you

We're looking for a confident, hands‑on manager who enjoys leading people, solving problems and delivering great customer service. You'll be organised and detail-focused, with the judgement to manage a regulated operation responsibly while keeping customers and colleagues at the heart of what you do.

You'll bring:

Management experience. Experience leading a team in a customer-facing retail, financial or postal environment.

A strong focus on compliance. An understanding of the importance of security, accurate transactions and following procedures, ideally in a Post Office or similarly regulated setting.

A customer-first approach. You care about delivering a helpful, reliable service and building customer trust.

A focus on performance. You're comfortable working towards targets, reviewing results and identifying actions that improve service and branch performance.

A hands‑on leadership style. You lead by example, coach colleagues and support people to build their skills and confidence.

Strong organisation and communication. You can prioritise, share information clearly and respond positively when plans or customer needs change.

A team‑first mindset. You work collaboratively with colleagues and leaders to solve challenges and achieve shared goals.

About us

At TGJones, our people make the difference. We want colleagues to feel welcome, supported and able to develop their skills. You'll be part of a team that values ideas, works together and takes pride in helping customers every day. As a Post Office Operations Manager, you'll have the opportunity to make a real impact by developing your team, maintaining high standards and helping deliver a service customers can trust.

Benefits for store and Post Office colleagues include in-store employee discounts, generous third‑party discounts, an employee assistance programme, flexible shifts, a company pension and more.

We're committed to an inclusive workplace where everyone can be themselves and do their best. Whatever your background or identity, you're welcome at TGJones. If you need adjustments during the selection process, please let our Talent Acquisition team know—we're happy to help.