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.
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'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 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.
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.
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.
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.
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.
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.
Closing Date: [INSERT CLOSING DATE]. Please note, this advert may close early if the appropriate number of applications has been reached.
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