Post Office Operations Manager

Funky Pigeon; Waltham Cross; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Post Office Counter Manager to lead a dynamic team in delivering exceptional customer service. This role involves motivating staff, ensuring compliance with regulations, and maximizing sales opportunities. The ideal candidate will have a strong retail management background, with a passion for coaching and mentoring team members. With a commitment to inclusivity, this forward-thinking company offers a supportive environment where your contributions can truly make a difference. Join us in creating memorable experiences for our customers while enjoying a range of benefits and employee discounts.

Benefits

33 days holiday including bank holidays

Employee discounts up to 50%

Pension scheme

Employee Assistance Programme

Qualifications

• Retail experience in a management role, preferably with financial products.
• Ability to coach and mentor team members to improve performance.

Responsibilities

• Create a customer service led culture and improve performance.
• Guide and inspire team to achieve sales and operational targets.

Skills

Retail Management

Customer Service

Financial Product Knowledge

Coaching and Mentoring

Sales Maximization

Education

Experience in Management

Job description

As a Post Office Counter Manager, we want you to put your ’stamp’ (pun intended) on your Post Office within a WH Smith store. You’ll motivate and inspire your team of counter assistants to provide exceptional customer service, meet business goals, and ensure the security of both cash and postal items.

What being a Post Office Counter Manager is all about:

1. Creating a customer service led culture which is always seeking to improve performance and to deliver a professional, friendly service to all customers
2. Getting involved with the store team to maximise opportunities to grow sales and increase footfall throughout the Post Office and Store
3. Ensuring the branch is fully compliant with current legislation and Post Office Ltd. compliance and training requirements
4. Guiding and inspiring the team to achieve both personal and branch targets including sales, shrink, waste, cash loss, and staff costs in an environment that encourages growth and inclusivity
5. Working closely with the Cluster Manager to identify cost savings and sales opportunities through consideration of the Profit & Loss statement
6. Supporting the Cluster Manager with employee lifecycle activities from recruitment to appraisals, training, and disciplinary procedures

What our Post Office Team would love to see:

• Retail (or similar) experience in a management or leadership role, preferably with experience of dealing with financial products or high-value cash transactions
• Experience in supporting delivery of store goals, including maximising sales, controlling shrink, and knowledge of P&L accounts
• Previous experience of working to and achieving stretching targets within tight budgets
• Ability to coach and mentor the team to improve performance
• Experience of proactively leading from the front, getting involved, and helping your team on the shop floor

How we reward our teams:

We know you’ll work hard to make WHSmith a success and keep our customers happy. As well as your salary, pension scheme, holidays (Management - 33 days including bank holidays), and employee discounts (up to 50%), we offer a range of deals from retail partners to help you save money and make memories, whether enjoying a meal, an adventurous day out, or tickets to see the latest blockbuster.

Our Employee Assistance Programme will support you with help and guidance for your wellbeing—physical, mental, or financial—whatever the future brings.

About Us:

WHSmith has a remarkable heritage, occupying a place as the Hub of the High Street and in our customers’ hearts for 230 years. We continue to innovate, making customer and colleague journeys in life possible—marking milestones with cards and gifts, providing escape and education with our books, and communication and currency in our Post Office Stores.

WHSmith is proud to be an inclusive employer. We want our colleagues to feel welcome and free to be themselves with us.