Job reference number 315394 Customer Field Support Manager - National/Hybrid Salary £45,043. plua annual bonus potential and a company pension scheme with highly competitive contribution rates Generous annual leave offering of 25 days, plus bank holidays Permanent, Full time National/Sporadic travel expected to ROD area An exciting opportunity has arisen to join Royal Mail as a Customer Field Support Manager. This role will be responsible for managing the delivery of the Customer First quality plan, ensuring the execution of the high impact unit approach, base condition assessments and action planning to drive quality of service and customer satisfaction In this position, you will oversee the quarterly field regulatory reporting cycle and coordinate improvement plans with OPLs and RODs for presentation to Ofcom About The Role You'll manage the quarterly cycle of OPL area quality improvement action plans, coordinating with RODs, CFBP and OPL in the development and presentation of improvement plans to Group Regulation and Ofcom. Ensuring plans are robust and challenging the OPL / ROD where the plans are incomplete or insufficient for scrutiny by Ofcom. You'll manage the national quality action plan shared with the EB and Ofcom, tracking performance against each action, obtaining performance updates from the functional leads. You'll lead the quality assurance process of major programme changes to ensure any customer risks are documented and escalated. Track and trend results pre and post deployment, ensuring change activity does not impact customer satisfaction. You'll Manage the quality high impacting unit (HIU) process and benefits tracking against baseline performance as part of the national quality plan. Ensure action plans are in place for all HIU and provide management oversight for the senior CFBP. Provide assurance and support to the CFBP using the 5F continuous improvement process. You'll spport the management of the Delivery / Collection Revision assurance process for the Quality team, tracking units and deadlines for submission, acting as the interface between quality and customer and the revision planning teams. You'll manage the daily and weekly quality drumbeat of the Senior Customer First BP, standardising outputs across the field operations directors You'll coordinate and manage the service disruption process for the Quality team to ensure plans are in place to prevent delivery units triggering the external service update criteria, requesting feedback and action plans from units triggering consecutive delivery point failure thresholds. Provide feedback to the relevant FODs and RODs. About You Excellent people and team management skills Pro-active individual with an ability to establish relationships and influence people. Strong numerical/analytical /statistical skills with the ability to interrogate complex data sets within Excel, Qlik and Enterprise Reporting An understanding of continuous improvement tools and techniques Well-developed written and verbal communications skills, Positive, outgoing manner with commercial awareness and ability to work well with a range of different teams. Experience Managing and leading teams Working across multiple teams to influence and guide. Carrying out data analysis using Excel, Qlik and Enterprise Reporting. Blending data sets and using statistical tools to understand data relationships. Producing performance storyboards, turning data analysis into a narrative which communicates the key messages. Next Steps The next stage of the selection process will be a face to face or virtual interview consisting of competency based and role specific questions. Extra Benefits RMG Share Schemes - partnership and matching share offer Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills. Supportive and generous company sick pay Your Wellbeing -you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone. Lifestyle benefits - You can purchase a car, bike, home technology or mobile phone, or choose from a range of health benefits and insurance products. You make regular payments from your salary, and so could save on tax. Financial support - information and services to help you manage debt and grow your financial knowledge, with debt consolidation & savings plans Your peace of mind with - Healthcare CashPlan, Dental Cover, Additional Life (life insurance) & Additional Life Partner, Hospital & Death Benefit Plans; Voluntary Critical illness & Voluntary Critical illness Partner Free & discounted RMG products - free keep safe & redirection, partner discounts Free stamps at Christmas Available only to perm employees Your career in safe hands At Royal Mail we value our people and we want our people to be proud to work for our businesses. 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. We are responsible for the largest B2B customer database in the UK and are one of the largest employers in the UK, providing one in every 194 jobs. An operation of this size needs a strong support network, and the HR, Legal, Finance, IT, Risk & Governance, Customer Experience, Sales & Marketing departments are all integral to helping us to utilise the latest technology and business approaches to optimise, automate and digitise our operations. Royal Mail is a forward thinking, innovative organisation, that is also committed to reducing emissions and improving air quality in our communities. This includes investing in technologies such as electric vehicles, drones, alternative fuel trucks and energy improvements to our estate. For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/ Next Steps The next stage of the selection process will be a face to face or virtual interview consisting of competency based and role specific questions. Trust forms the foundation of everything we do in Royal Mail. We want to be transparent about what kind of qualities we are looking for and build trust from the very beginning of your journey with us. The first step is your interview, and we mean ‘your’ interview. We want to give you the opportunity to shine. To enable you to do this, we will provide you with your interview questions ahead of the interview taking place. This will allow you time to prepare, and ensure you have your best examples in mind. Royal Mail Group values both trust, and our people. We don’t expect every candidate to meet the full criteria for the role. If your experience looks a little different from the job requirements, but you feel you have the relevant skills to bring value to the role, we’d love to learn more about you. Royal Mail are proud of our diverse employee network groups and the active role they play to support belonging and encourage a positive work environment. We are firmly committed to inclusion and passionate about our people representing the communities we serve. We are happy to support your need for any adjustments during the application and hiring process. Please share the details within your application if required. We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners. For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/ Closing Date: 30th August. Please note, this advert may close early if the appropriate number of applications has been reached. RMG