Job reference number 335935
Lead Customer Operations Manager
Min: £45,888 Mid: £50,476 plus £2101 Lead COM Allowance, potential 10% bonus, 25 days annual leave and generous pension. Full time, Permanent. Swadlincote Delivery Office, Civic Way, Swadlincote, DE11 0AA.
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 06:30 - 15:30, 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 balance scorecard while deploying significant transformational changes. You will be the point of contact for external stakeholders and hold responsibility through delegation, coaching and support to ensure all COMs complete tasks on time and with quality, delivering 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 the unit hits overall targets.
Further, you will also have full accountability for your Delivery team. You will work through the morning and into the afternoon and ensure the smooth running of all deliveries. You will 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 living our values as a role model.
To ensure we reach our best with people management, resource planning and specialist project activity, you will 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.
There are also 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 mention 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, 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. 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, 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.
INCLUSION AND EQUAL OPPORTUNITY
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.
Closing Date: Monday 18th May. Please note, this advert may close early if the appropriate number of applications has been reached.
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