Job reference number 336067
Lead Customer Operations Manager - Andover Delivery Office - MCO00
Min: £45,888 Mid: £50,476 plus Lead COM allowance, potential 10% bonus, 25 days annual leave and generous pension
Full time, Permanent
Andover Delivery Office, 32 Bridge Street, Andover, SP10 1AA
Shift Patterns
5 days out of 6 Monday to Saturday with rotational rest day, hours between 06:30 - 15:30
The Role
As a Lead Customer Operations Manager, you will lead and develop 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 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 to quality, delivering scorecard performance.
You will produce the weekly resourcing plan and ensure all COMs deliver against it. Leading on safety will be key, ensuring each COM completes their safety tasks and the unit’s specific PIC tasks are accomplished, while confirming each COM manages their fleet and the unit hits overall targets.
In addition, you will have full accountability for the Delivery team, working through the morning and into the afternoon to 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. Creating a positive, engaging work environment and promoting inclusivity are essential parts of being a great leader.
To 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 our reputation and builds trust with customers.
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 free health and wellbeing support for you and your family through our Help@Hand service, private medical assessment, Cycle2work scheme, corporate discounts (retail vouchers, travel & attraction discounts, gym membership and more). Career opportunities abound in one of the UK’s largest employers, with the pride of contributing to a historic transformation from a letters business to a parcels business.
About you
You are a flexible, results‑driven, customer‑focussed team player and inspiring leader who can motivate, coach and collaborate. You thrive under pressure, empathise with others, and are excited to contribute to the transformation into a parcels business through reduced cost, innovative work practices or data‑driven ideas.
We appreciate 500+ years of national service and expect you to be at the heart of your community, vital to your team and part of an organisation that delivers for the nation.
Royal Mail Group is committed to inclusion and represents diverse communities. We welcome applications from all individuals and are especially encouraged to hear from the Armed Forces community, including cadet instructors and spouses/partners.
We are committed to ensuring an inclusive recruitment process. If you require adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
click here: https://www.internationaldistributionsservices.com/en/about-us/
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