Job reference number: 336067
Title: Lead Customer Operations Manager
Location: Andover Delivery Office, 32 Bridge Street, Andover, SP10 1AA
Salary: Minimum £45,888, Mid £50,476, plus Lead COM allowance, potential 10% bonus, 25 days annual leave, generous pension.
Shift Patterns
* 5 days out of 6: Monday to Saturday with rotational rest day
* Hours: 06:30 to 15:30
The Role
As a Lead Customer Operations Manager, you’ll be responsible for leading and developing a team of Customer Operations Managers (COM) to deliver results across a balanced scorecard. You’ll manage external stakeholders and hold responsibility for delegation, coaching and support, ensuring tasks are completed on time and to quality.
You’ll produce the weekly resourcing plan and ensure all COMs deliver towards this plan. Leading on safety will be key; ensuring each COM completes their safety tasks and the unit’s PIC tasks are accomplished, alongside fleet management, and unit targets are met.
You’ll have full accountability for your Delivery team, working through the morning and into the afternoon to ensure smooth running of deliveries. You’ll lead and inspire a team of front‑line colleagues to work efficiently and provide excellent service at the doorstep, fostering a positive and inclusive work environment and living the company’s values.
You will also partner with Trade Union, taking the lead for the unit, to drive performance improvement through coaching and specialist project activity.
Benefits
* 10% on‑target bonus
* Generous holiday allowance and flexible working
* Generous pension scheme
* Excellent parental leave policy
* Free health and wellbeing support (Help@Hand) and private medical assessment
* MyBundle benefits: Cycle2work scheme, corporate discounts (retail vouchers, travel & attraction discounts, gym membership)
* Career development opportunities with a large employer
* Sense of pride belonging to a world‑recognisable brand undergoing transformation
About You
We need a flexible, results‑driven, customer‑focused leader who can thrive under pressure. You must be a team player, inspire and develop people, empathise, motivate, coach and collaborate. You’ll bring skills and experience to drive innovation and data‑driven improvements in a local and national context, contributing to the transformation from a letters to a parcels business.
EEO Statement
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals and encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.
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