Senior Customer Operations Leader - Delivery & Service

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

Benefits offered by this job

Lead COM allowance

Bonus potential

25 days annual leave

Generous pension

Job summary

Royal Mail in Derry/Londonderry is seeking a senior Lead Customer Operations Manager to drive the delivery and collection operation. You will lead a large frontline team, ensuring safety, service standards and a positive culture while delivering continuous improvement.

The role reports into the Customer Operations unit and requires strong leadership, stakeholder engagement and budget management in a fast-paced environment. A generous pension and leave are included, with a potential 10% bonus.

Qualifications

• 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.

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 and adoption of new technologies and processes.
• Maintain accountability for operational compliance, fleet, buildings, equipment and asset management.

Skills

People leadership

Coaching & development

Budget management

Stakeholder management

Change management

Job description

Royal Mail in Derry/Londonderry is seeking a senior Lead Customer Operations Manager to drive the delivery and collection operation. You will lead a large frontline team, ensuring safety, service standards and a positive culture while delivering continuous improvement.

The role reports into the Customer Operations unit and requires strong leadership, stakeholder engagement and budget management in a fast-paced environment. A generous pension and leave are included, with a potential 10% bonus.