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Job reference number 321149
Lead Customer Operations Manager
Min: £44,551 Mid: £49,006 plus allowance, potential 10% bonus, 25 days annual leave and generous pension
Full time, 41 hours per week
Permanent
2 positions available at the below locations:
1. Kingswood Delivery Office, Hanham Road, Bristol, BS15 8PN
2. Bristol South East Delivery Office, Mead Street, Bristol, BS4 3DZ
ABOUT US
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.
Shift Patterns
5 days out of 6 Monday to Saturday, hours between 07:00 - 15:12. Flexibility is required due to operational needs.
THE ROLE
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 balanced scorecard. You will deploy significant transformational changes and be the point of contact for external stakeholders. You will ensure all COMs complete tasks to time and quality, delivering the scorecard performance.
You will 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 that the unit hits overall targets.
Furthermore, you'll have full accountability for your Delivery team, working through the morning and into the afternoon to 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.
WHAT YOU'LL GET
We're asking for a lot, but you'll get a lot in return. First, there's the 10% on-target bonus, generous holiday allowance, flexible working, pension scheme, and an excellent parental leave policy.
Then there are all the excellent benefits that come with your role, such as 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've 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.
ABOUT YOU
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-focused, 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.
NEXT STEPS
Ready to apply? Then complete your application online and submit your CV. If successful, you'll be invited to a face-to-face assessment where you'll have the chance to showcase your abilities and passion. You'll also take part in a capability-based interview and a short management scenario exercise - more details will be provided on the day.
Royal Mail is 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.
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.
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: Wednesday 1st January. Please note, this advert may close early if the appropriate number of applications has been reached.
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