Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team to ensure efficient collections and excellent customer service.
- Company: Join Royal Mail, the UK's trusted delivery service connecting people and businesses.
- Benefits: Enjoy a competitive salary, bonus, flexible working, generous leave, and exciting perks.
- Why this job: Be part of a historic transformation while making a real impact on communities.
- Qualifications: Looking for a flexible, customer-focused leader with strong team management skills.
- Other info: Inclusive recruitment process; training provided to support your success.
The predicted salary is between 43000 - 51000 £ per year.
£50,120 - £54,575 plus potential 10% bonus, 25 days annual leave and generous pension
Full time, Permanent
Mount Pleasant Mail Centre, London, EC1A 1BB
About Us
We believe great things are possible and we help 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.
THE ROLE
Full accountability for the Collections operation, you’ll lead and inspire a team of front-line colleagues to efficiently collect items from small to medium outlets and deliver an excellent quality of service as you interact with customers from all walks of life. Being a great leader means creating a positive and engaging work environment, promoting inclusivity, and being a role model by living our values. To ensure we reach our best with people management, resource planning and specialist project activity, you’ll also partner with Trade Union to keep raising the bar as you coach your team to deliver performance improvement. This role is integral to making sure our collection operation runs as smoothly as possible. You’ll play a major part in the trust we build with customers.
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. Then there are all the excellent benefits that come with MyBundle, such as the Cycle2work scheme, and corporate discounts including retail vouchers, travel & attraction discounts, gym membership and more. There’s also all the exciting career opportunities that come with leading a team and driving key decisions. And that’s before we’ve even mentioned 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, and transition from a letters business to a parcels business.
About You
This is a role packed full of influence, challenges and responsibility, so we need someone who is flexible and can excel under pressure. Customer focussed, 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 you’re not afraid to do things differently and champion change, 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.
NEXT STEPS
Ready to apply? Then complete your application online and submit your CV. If successful, you’ll be invited to a face-to-face assessment where you’ll have the chance to showcase your abilities and passion. You’ll also take part in a capability-based interview and a short management scenario exercise – more details will be provided on the day. If you are successful in your application, you be provided with the necessary training to support you in your new role. As part of your induction journey, you will be required to attend a week of formal classroom training. You will be required to travel and, dependant on location of the training, you may need to stay overnight. This training will be during the second or third week of you being appointed to role.
Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value 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 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: 20/06/2025. Please note, this advert may close early if the appropriate number of applications has been reached.
Customer Operations Manager - Mount Pleasant Mail Centre (EC1A 1BB) employer: Royal Mail
Contact Detail:
Royal Mail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Manager - Mount Pleasant Mail Centre (EC1A 1BB)
✨Tip Number 1
Familiarise yourself with Royal Mail's values and mission. Understanding their commitment to customer service and community engagement will help you align your responses during the interview, showcasing how you can contribute to their goals.
✨Tip Number 2
Prepare examples of your leadership experience, particularly in managing teams and driving performance improvements. Be ready to discuss specific challenges you've faced and how you motivated your team to overcome them.
✨Tip Number 3
Research the current trends in the logistics and postal industry, especially regarding the shift from letters to parcels. Being knowledgeable about these changes will demonstrate your proactive approach and understanding of the business landscape.
✨Tip Number 4
Practice situational interview questions that focus on customer service scenarios. Think about how you would handle various situations involving team dynamics and customer interactions, as this role heavily emphasises these skills.
We think you need these skills to ace Customer Operations Manager - Mount Pleasant Mail Centre (EC1A 1BB)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer operations and leadership. Use specific examples that demonstrate your ability to manage teams, improve performance, and deliver excellent customer service.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for the role and the company. Mention how your values align with those of Royal Mail and provide examples of how you've successfully led teams or implemented change in previous roles.
Prepare for the Assessment: Since the application process includes a face-to-face assessment, think about scenarios where you’ve demonstrated leadership and problem-solving skills. Be ready to discuss these during the interview and practice articulating your thought process.
Research Royal Mail: Familiarise yourself with Royal Mail's mission, values, and recent developments. Understanding their transition from a letters business to a parcels business will help you tailor your responses and show your genuine interest in the company.
How to prepare for a job interview at Royal Mail
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Operations Manager. Familiarise yourself with the key aspects of the role, such as team leadership, customer service excellence, and operational efficiency. This will help you articulate how your experience aligns with their needs.
✨Showcase Leadership Skills
Prepare examples that demonstrate your leadership abilities. Discuss how you've inspired teams, managed performance, and fostered an inclusive work environment. Royal Mail values great leaders, so be ready to share specific instances where you've made a positive impact.
✨Emphasise Customer Focus
Highlight your commitment to customer satisfaction. Be prepared to discuss how you've successfully handled customer interactions and resolved issues in the past. Show that you understand the importance of building trust with customers and how it contributes to the overall success of the operation.
✨Prepare for Scenario-Based Questions
Since the interview includes a management scenario exercise, practice responding to hypothetical situations related to team management and operational challenges. Think about how you would approach problem-solving and decision-making in real-world scenarios relevant to the role.
