Lead Customer Operations Manager

Job reference number 341981

Min £45,888 Mid £50,476 plus £2,101, potential 10% bonus, 25 days annual leave and generous pension

Full time, Permanent

Wallasey Delivery Office, Manor Road, Wallasey, CH45 5AA

We believe great things are possible and we make them happen. Royal Mail impacts people and businesses in more than 71 million ways, daily. The only company that delivers to every address in the UK, we bring people closer together, help independent businesses grow and make large corporations work better, connecting companies and customers worldwide. We’re driven to take people further;

to empower our customers and colleagues to make their futures whatever they want.

5 days across Monday to Saturday hours between 07:00 - 15:15, Flexibility is required due to operational needs.

As a Lead Customer Operations Manager, you’ll be responsible for leading and developing a team of Customer Operations Managers (COM) to take ownership and accountability to deliver results across a balance scorecard. Whilst at the same time deploying significant transformational changes. You’ll be the point of contact for external stakeholders and hold the responsibility through delegation, coaching and support to ensure all COMs complete tasks to time and quality, delivering the scorecard performance.

You’ll produce the weekly resourcing plan and ensure all COMs deliver towards this. Leading on safety will be key, ensuring each COM completes their safety tasks and the unit’s specific PIC tasks are accomplished, alongside confirming each COM is managing their fleet, and the unit hits overall targets. Furthermore, you’ll also have full accountability for your Delivery team, you’ll work through the morning and into the afternoon and ensure the smooth running of all deliveries.

You'll lead and inspire a team of front-line colleagues to work efficiently and provide excellent service at the doorstep. Being a great leader means creating a positive and engaging work environment, promoting inclusivity, and being a role model by living our values. To ensure we reach our best with people management, resource planning and specialist project activity, you’ll also partner with Trade Union, taking the lead for the unit, to keep raising the bar as you coach your team to drive performance improvement.

Delivering every item accurately and on time is crucial to who we are, you will play a major part in the trust customers have in us.

• 10% on target bonus
• generous holiday allowance
• flexible working options
• a pension scheme
• an excellent parental leave policy
• enhanced maternity pay
• paternity leave
• adoption leave
• shared parental leave
• supportive and generous company sick pay
• eligibility to a level of employer funded dental insurance*
• a health assessment every two years*
• access to your personalised benefits account through MyBundle+ platform
• choose from more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle

Are you looking for a job that delivers more? When you join Royal Mail, you join an organisation that achieves something extraordinary every day. We’ve been trusted by the nation for more than 500 years. You’ll be at the heart of your community, vital to your team, and part of an organisation that delivers for the nation.

This is a role packed full of influence, challenges and responsibility, so we need someone who is flexible and can excel under pressure. Customer focussed, team player, results driven, inspiring leader – you know how to get the best out of our people and deliver the best to our customers. You can empathise, motivate, coach, and collaborate, and will relish the opportunity to be part of our historic transformation from a letters business to a parcels business, whether that’s through reduced cost, innovative work practices or data driven ideas.

We’re looking to you to bring your skills and experience to make brilliant things possible.

Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.

We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.

For more information on Royal Mail Group and our values please : (Use the "Apply for this Job" box below)..internati

Closing Date:
Monday 24th August. Please note, this advert may close early if the appropriate number of applications has been reached.