Senior Customer Operations Leader — Transform & Deliver

Royal Mail; Maidstone; On-site; GBP 46,000 - 50,000; Full time

Benefits offered by this job

25 days annual leave

Generous pension

Annual bonus up to 10%

Job summary

Royal Mail in Maidstone is seeking a Lead Customer Operations Manager to lead and develop a team of Customer Operations Managers, delivering results across a balanced scorecard while driving transformational changes. You’ll coordinate resourcing, safety tasks and fleet management, and ensure timely, high-quality customer service.

You’ll engage external stakeholders, coach teams, partner with Trade Unions, and maintain a positive, inclusive work environment as Royal Mail moves from letters to

Qualifications

• Experience leading and developing a team of managers to deliver results.
• Ability to manage stakeholder relationships and drive performance.
• Strong focus on safety, resources planning, and process improvement.

Responsibilities

• Lead and develop a team of Customer Operations Managers to deliver results across a balance scorecard.
• Produce weekly resourcing plans and coach teams to meet targets.
• Ensure delivery unit achieves safety tasks and PIC tasks while maintaining service quality.
• Collaborate with Trade Union and senior leadership to drive performance improvements.
• Foster an inclusive, motivating work environment and uphold Royal Mail values.

Skills

Leadership

People management

Stakeholder management

Change management

Operational planning

Job description

Royal Mail in Maidstone is seeking a Lead Customer Operations Manager to lead and develop a team of Customer Operations Managers, delivering results across a balanced scorecard while driving transformational changes. You’ll coordinate resourcing, safety tasks and fleet management, and ensure timely, high-quality customer service.

You’ll engage external stakeholders, coach teams, partner with Trade Unions, and maintain a positive, inclusive work environment as Royal Mail moves from letters to