Senior Customer Operations & Delivery Lead

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

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.