Job reference number 324985
Lead Customer Operations Manager - Kings Lynn
Salary Min: £44,551 Mid: £49,006 Max: £52,346 plus £4,000 Lead COM Allowance
Full time, Permanent
Kings Lynn PDO
For a full job description, please click on the following link: Job Descriptions
At Royal Mail we deliver more.
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
Monday to Saturday 06.45-15.00, 5-day week with a rotating rest day
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 for delivering results across a scorecard, while implementing transformational changes.
You’ll be the main contact for external stakeholders and will delegate, coach, and support your team to ensure tasks are completed on time and to standard, achieving performance targets.
You’ll produce weekly resourcing plans and oversee their execution. Leading safety initiatives, managing fleet, and ensuring targets are met will be key responsibilities.
You’ll also hold full accountability for your Delivery team, ensuring smooth operations and excellent doorstep service. Creating a positive, inclusive work environment and embodying company values are essential.
Partnering with Trade Unions and coaching your team to improve performance will be part of your role. Delivering accurate and timely service is crucial to maintaining customer trust.
WHAT YOU’LL GET
In return for your efforts, you’ll receive a 10% on-target bonus, generous holiday allowance, flexible working, pension, and parental leave policies, along with benefits like health support, private medical assessments, Cycle2work, and retail discounts.
Leading a team in one of the UK’s largest employers offers great career opportunities and a sense of pride in contributing to a historic transformation from letters to parcels.
This is a national role; salary may vary if you currently work in a Defined Area or London pay area.
ABOUT YOU
You’re looking for a role that delivers more. You’re community-focused, a team player, results-driven, and an inspiring leader. You can motivate, coach, and collaborate, especially during our transition to a parcels business, through cost reduction, innovation, or data-driven ideas. Bring your skills and experience to make a difference.
NEXT STEPS
Apply online with your CV. If successful, you’ll attend a face-to-face assessment, participate in a capability interview, and complete a management scenario exercise. More details will be provided during the process.
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