Overview
Join to apply for the Lead Customer Operations Manager role at Royal Mail.
Job reference number 329527. Lead Customer Operations Manager. Min: £50,120 Mid: £54,575 plus £2,040 allowance, potential 10% bonus, 25 days annual leave and generous pension. Full time, Permanent. Location: East Molesey Delivery Office, 468 Walton Road, East Molesey, KT8 2JW.
At Royal Mail we deliver more. Shift patterns: Monday to Saturday with rolling day off, hours between 06:30 – 15:30.
The Role
As a Lead Customer Operations Manager, you’ll lead and develop a team of Customer Operations Managers (COM) to deliver results across the balanced scorecard while implementing significant transformational changes. You’ll be the point of contact for external stakeholders and ensure COMs complete tasks on time and to required quality through delegation, coaching and support. You’ll produce the weekly resourcing plan and ensure delivery against it. You’ll lead on safety, ensure safety tasks and unit PIC tasks are completed, and that each COM manages their fleet so the unit hits overall targets. You’ll have full accountability for your Delivery team, work across morning and afternoon shifts to ensure smooth deliveries, and lead a front‑line team to provide excellent doorstep service. You’ll foster a positive, inclusive, and engaging work environment and model Royal Mail values. You’ll partner with Trade Unions to drive performance improvements and champion data‑driven decisions and innovative practices. Delivering every item accurately and on time is essential to the Royal Mail brand and customer trust.
You’ll lead with people management, resource planning, and specialist project activity to reach best results for the unit.
What You’ll Get
We offer a 10% on‑target bonus, generous holiday allowance, flexible working, pension scheme and an excellent parental leave policy. Additional benefits include Help@Hand health and wellbeing support, a private medical assessment, and MyBundle benefits such as Cycle2Work, corporate discounts, travel and attraction discounts, gym membership, and more. There are exciting career opportunities in one of the UK’s largest employers as Royal Mail transforms from a letters business to a parcels business.
About You
You’ll be involved in influence, challenges, and responsibility with a strong ability to stay flexible under pressure. You should be customer‑focused, a team player, results driven, and an inspiring leader who can motivate, coach, and collaborate. You’ll embrace Royal Mail’s historic transformation and bring skills in cost reduction, innovative work practices, and data‑driven ideas to drive performance and value.
NEXT STEPS
Ready to apply? Complete your online application and submit your CV. If successful, you’ll be invited to a face‑to‑face assessment, capability interview and a short management scenario exercise. Interview questions will be provided in advance to help you prepare. Royal Mail values trust and our people.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners. If you require adjustments during the hiring process, please discuss these with your recruiter when contacted.
For more information on Royal Mail Group and our values please visit: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date: Thursday 25th September. This advert may close early if the appropriate number of applications has been reached.
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