Overview
Compensation and Package: £44,551 - £49,006 (also attracts a Lead COM). Plus a potential 10% bonus, 25 days annual leave and generous pension. Location: Nottingham North Delivery Office, Arnold, Nottingham, NG5 6DD.
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.
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 will exercise delegation, coaching and support to ensure all COMs complete tasks on time and to 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, working through the morning 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. A great leader creates a positive and engaging work environment, promotes inclusivity, and models the company values.
To ensure we reach our best with people management, resource planning and specialist project activity, you’ll also partner with Trade Union bodies, taking the lead for the unit, to raise 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: a 10% on-target bonus, generous holiday allowance, flexible working, pension scheme and an excellent parental leave policy. You’ll also have access to benefits such as Help@Hand health and wellbeing support for you and your family, private medical assessment, Cycle2work, retail discounts, travel and attraction discounts, gym membership and more. There are exciting career opportunities in leading a team and driving key decisions in one of the UK’s largest employers, plus the pride of being part of a world-recognisable brand undergoing transformation from a letters to a parcels business.
About You
Are you looking for a role that delivers more? When you join Royal Mail, you join an organisation that achieves something extraordinary every day. 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 requires influence, flexibility, and the ability to excel under pressure. You’ll need to be customer-focused, a team player, results-driven, and an inspiring leader who can empathise, motivate, coach and collaborate. You’ll relish being part of our historic transformation from a letters business to a parcels business, whether through reduced cost, innovative work practices or data-driven ideas. Bring your skills and experience to make brilliant things possible.
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 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 values trust and transparency in our recruitment process. If you require any adjustments to support you during hiring, please discuss these with your recruiter.
For more information on Royal Mail Group and our values please visit the official site.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We especially encourage applications from the Armed Forces community. If you need adjustments during the recruitment process, please contact your recruiter.
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