£43,677 - £48,045 (dependent on experience) plus £4000 allowance, potential 10% bonus and 25 days annual leave
Full time, Permanent
Worthing Delivery Office, Chapel Road, Worthing, BN11 1AA
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
Monday to Saturday with rotating day off, hours between 07:30 - 15:42. 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 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.
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, and 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. This includes a 10% on-target bonus, generous holiday allowance, flexible working, pension scheme, and an excellent parental leave policy.
You will also benefit from 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 exciting career opportunities that come with leading a team and driving key decisions in one of the UK’s largest employers. You’ll feel a great sense of pride from being part of one of the world’s most recognisable brands as we undergo a historic transformation, transitioning 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 role is packed full of influence, challenges, and responsibility, so we need someone who is flexible and can excel under pressure. You should be customer-focused, a team player, results-driven, and an inspiring leader – able 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.
NEXT STEPS
Ready to apply? Complete your application online and submit your CV. If successful, you’ll be invited to a face-to-face assessment where you’ll 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 at Royal Mail. We want to be transparent about the 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 will provide you with your interview questions ahead of the interview to allow you time to prepare.
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.
Closing Date: Sunday 6th October. Please note, this advert may close early if the appropriate number of applications has been reached.
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