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For Companies At a Glance
- Tasks: Lead a dynamic delivery team, ensuring smooth operations and excellent customer service.
- Company: Join Royal Mail, a globally recognised brand transforming from letters to parcels.
- Benefits: Enjoy a competitive salary, bonus potential, generous leave, and flexible working options.
- Why this job: Make a real impact by leading a team and driving performance improvements.
- Qualifications: Strong leadership skills, customer-focused mindset, and ability to thrive under pressure.
- Other info: Inclusive culture with opportunities for personal growth and development.
The predicted salary is between 44551 - 48906 £ per year.
Overview
Job reference number 331888
Customer Operations Manager
Salary starting from £44,551 plus potential 10% bonus, 25 days annual leave and generous pension. Full time Permanent. Dawlish DO, Dawlish, EX7 9PA
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.
The Role
- Full accountability for the Delivery team, working through the morning into the afternoon to ensure the smooth running for all deliveries.
- Lead and inspire a team of front-line colleagues to work efficiently and provide excellent service at the doorstep.
- Create a positive and engaging work environment, promote inclusivity, and model Royal Mail values.
- Partner with Trade Union to drive performance improvement through people management, resource planning and specialist project activity.
- Deliver every item accurately and on time to maintain customer trust.
Shift Pattern
Monday to Saturday, 07:00 – 15:12, with a rolling day off.
What You\’ll Get
Benefits include a 10% on-target bonus, generous holiday allowance, flexible working, pension scheme and parental leave policy. Additional benefits include the MyBundle program: Cycle2work scheme, corporate discounts (retail vouchers, travel & attraction discounts, gym membership and more). Opportunities to lead a team and influence key decisions, and pride from being part of a globally recognisable brand undergoing transformation from a letters business to a parcels business.
About You
This role requires flexibility, the ability to excel under pressure, and a customer-focused, team-driven, results-oriented mindset. You should be an inspiring leader who can empathise, motivate, coach, and collaborate, and be excited to contribute to the transformation from a letters business to a parcels business through cost reduction, innovative practices or data-driven ideas. Bring your skills and experience to make brilliant things possible.
Next Steps
Ready to apply? Complete your application online and submit your CV. If successful, you\\\’ll be invited to a face-to-face assessment with a capability-based interview and a short management scenario exercise. Further details will be provided on the day.
If successful, you will receive the necessary training and attend a week of formal classroom training during your induction. Travel may be required, and depending on training location, overnight stays may be necessary. Training will occur during the second or third week of your appointment.
Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails. Your interview is the first step, and we want you to shine. We will provide interview questions in advance so you can prepare your best examples. Royal Mail Group values trust and our people.
Inclusion
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.
We are committed to an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date
Wednesday 5th November 2025. Please note, this advert may close early if the appropriate number of applications has been reached.
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Customer Operations Manager employer: Royal Mail Group
Contact Detail:
Royal Mail Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Manager
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Royal Mail. Understand their values and how they’re transforming from a letters business to a parcels business. This will help you connect your experience to what they’re looking for.
✨Tip Number 2
Practice makes perfect! Prepare for the capability-based interview by thinking of examples from your past experiences that showcase your leadership skills and customer-focused mindset. We want you to shine, so rehearse those stories until they feel natural.
✨Tip Number 3
Be ready for the management scenario exercise! Brush up on your problem-solving skills and think about how you would handle real-life situations in a delivery team. This is your chance to show how you can inspire and motivate a team under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Royal Mail family. Let’s make great things happen together!
We think you need these skills to ace Customer Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Operations Manager role. Highlight your leadership abilities and any experience in team management, as these are key for us.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re excited about this role and how you can contribute to our transformation from a letters business to a parcels business. Be genuine and let your personality shine through!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to lead teams and improve performance. Numbers and examples speak volumes, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way to ensure your application gets into the right hands quickly!
How to prepare for a job interview at Royal Mail Group
✨Know the Company Inside Out
Before your interview, take some time to research Royal Mail's values and mission. Understand their shift from a letters business to a parcels business. This will help you align your answers with their goals and show that you're genuinely interested in being part of their transformation.
✨Prepare for Capability-Based Questions
Since the interview includes capability-based questions, think of specific examples from your past experiences that demonstrate your leadership, problem-solving, and customer service skills. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Showcase Your Team Leadership Skills
As a Customer Operations Manager, you'll need to inspire and motivate your team. Be ready to discuss how you've successfully led teams in the past, created positive work environments, and driven performance improvements. Highlight any experience you have with coaching or mentoring others.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the role and the company culture. This shows your enthusiasm and helps you gauge if Royal Mail is the right fit for you. Consider asking about their approach to inclusivity or how they support employee development.
