Salary and Benefits
Salary starting from £45,888 plus £175.10 per month allowance, potential 10% bonus, 25 days annual leave and a generous pension.
Job Details
Full‑time Permanent position located in Leamington Spa, Do (CV31 1AA). Working hours are 06:30 – 14:42 from Monday to Saturday with a rolling day off. Flexibility will be required to meet the needs of the unit.
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 will lead and develop a Customer Operations Manager (COM) to take ownership and accountability to deliver results across a balanced scorecard, whilst deploying significant transformational change.
You will be the point of contact for external stakeholders and will delegate, coach and support the COM to ensure tasks are completed on time and to quality, delivering the scorecard performance.
You will produce the weekly resourcing plan and ensure the COM delivers towards it. Leading on safety will be key, ensuring the COM completes safety tasks, the unit’s PIC tasks, and that fleet management and overall targets are met.
Furthermore, you will have full accountability for your Delivery team, working through the morning and into the afternoon to ensure the smooth running of all deliveries. You will lead and inspire a front‑line team to work efficiently and provide excellent service at the doorstep, promoting inclusivity, creating a positive and engaging work environment, and living our values.
To maximise performance, you will partner with Trade Union, taking the lead for the unit, raising the bar as you coach your team to drive improvement. Delivering every item accurately and on time is crucial to the trust customers place in us.
What You’ll Get
We’re asking for a lot, but you’ll get a lot in return. There is a 10% on‑target bonus, generous holiday allowance, flexible working options, a pension scheme and an excellent parental leave policy.
You will also benefit from enhanced family‑friendly support, including enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
As part of our commitment to your wellbeing, you will receive generous company sick pay, eligibility for employer‑funded dental insurance, and a health assessment every two years. You’ll have access to a personalised benefits account through our MyBundle+ platform, with over 800 retail offers to help you save on groceries, days out, holidays and household bills, plus employer‑provided and voluntary benefits to suit your lifestyle.
Your wellbeing matters to us, which is why you and your family have 24/7 access to tools, services and advice supporting your physical, mental, financial and social health—completely free. You will also enjoy exciting career opportunities that come with leading a team and shaping key decisions, and a great sense of pride in being part of one of the world’s most recognisable brands as we transform from a letters business to a parcels business.
About You
We need someone who is flexible, results‑driven, and excels under pressure. You are a customer‑focused team player, inspiring leader who knows how to get the best out of people and deliver the best to 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 through reduced cost, innovative work practices or data‑driven ideas.
Equal Opportunity Statement
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners. We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
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