Lead Customer Operations Manager

Role Overview

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 while 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.

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 is something special, a well‑loved brand people can rightly be proud of. We have the assets, the infrastructure and the scale that others don’t, yet we are a big part of the communities we operate in, making billions of precious deliveries each year. Our people are at the heart of our business and are integral to helping us to utilise the latest technology and business approaches to optimise, automate and digitise our operations.

We believe great things are possible and we make them happen.

Salary: £51,624 – £56,212 plus £2,000 allowance per annum, potential 10% bonus, 25 days annual leave and generous pension.

Full time, Permanent.

Location:

Mill Hill DO, London, NW7 4SR
. Shift Patterns:
Shifts will typically start at 06:00 and finish at 14:12, however flexibility is required as there may be times when you need to start later and finish later accordingly.

We offer a 10% on‑target bonus, generous holiday allowance, flexible working, pension scheme and an excellent parental leave policy. Additional benefits include free health and wellbeing support for you and your family through our Help@Hand service and a private medical assessment. MyBundle provides benefits such as the Cycle2work scheme, and corporate discounts including retail vouchers, travel & attraction discounts, gym membership and more.

There are also all the exciting career opportunities that come with leading a team and driving key decisions in one of the UK’s largest employers. And that’s before we even mentioned the great sense of pride you’ll feel from being part of one of the world’s most recognisable brands as we undergo a historic transformation and transition from a letters business to a parcels business.