Customer Operations Manager

Job reference number 341433
Customer Operations Manager - Airdrie

From £45,888 - £50,476 (dependent on experience) plus potential 10% bonus, 25 days annual leave and generous pension
Full time, Permanent
Airdrie DO, Airdrie, ML6 6AA

We're looking for an inspiring and people-focused Customer Operations Manager to lead the delivery and collection operation within our Airdrie delivery office. This is a key management role responsible for delivering excellent customer service, operational performance and colleague engagement through effective leadership and coaching.

Leading frontline colleagues, you'll create a safe, inclusive and high-performing environment where teams are motivated to deliver outstanding service while continuously improving operational performance. You'll have direct accountability for your operation and play a vital role in ensuring Royal Mail continues to deliver for customers and communities.

As a Customer Operations Manager, you'll lead the day-to-day operation of a delivery unit, ensuring service, safety, quality, productivity and people objectives are consistently achieved. Depending on the unit, you may operate independently with full accountability for a smaller site or work alongside other Customer Operations Managers within a larger operation.

You’ll be responsible for developing engaged teams, delivering operational performance, managing resources and budgets, building positive union relationships and ensuring customers receive excellent service. You'll also play a key role in driving change, continuous improvement and operational excellence.

• Lead operational performance across safety, customer, quality, productivity and people measures.
• Recruit, develop, coach and engage frontline colleagues to create a high-performing team culture.
• Manage resource planning, budgets and operational performance to deliver service and efficiency targets.
• Build strong and collaborative relationships with customers, stakeholders and trade union representatives.
• Drive continuous improvement, change initiatives and adoption of new ways of working.
• Maintain accountability for operational compliance, asset management and the overall performance of the unit.

You're a skilled operational leader who enjoys developing people and creating a positive team culture. You can balance operational priorities with customer needs and are comfortable finding solutions in a fast-paced environment. You'll be highly organised, resilient and proactive, with the ability to use data and insight to improve performance. You'll bring strong leadership, sound judgement and a commitment to delivering excellent service.

• Experience leading teams within an operational, customer-focused or logistics environment.
• Strong people leadership, coaching and performance management capability.
• Ability to evaluate performance data and take action to improve results.
• Experience managing resources, workload planning and operational delivery.
• Strong stakeholder management skills, including working with colleagues, customers and trade union representatives.
• Experience driving change and continuous improvement initiatives.

You’ll have full accountability for operational performance across your unit, including customer experience, people engagement, productivity and safety. Through your leadership, you’ll help ensure customers receive excellent service while creating a positive and engaging environment for colleagues.

If you are successful in your application, you be provided with the necessary training to support you in your new role. As part of your induction journey, you will be required to attend a week of formal classroom training. You will be required to…