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- Tasks: Lead a team to ensure excellent customer service and efficient delivery operations.
- Company: Join Royal Mail, a trusted brand delivering to every UK address for over 500 years.
- Benefits: Enjoy a 10% bonus, flexible working, generous leave, and health perks.
- Why this job: Be part of a historic transformation while making a real impact in your community.
- Qualifications: Looking for a flexible, results-driven leader with strong customer focus and team spirit.
- Other info: Inclusive recruitment process; we welcome diverse applicants and support adjustments as needed.
The predicted salary is between 44551 - 49006 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
Job reference number 326970
Lead Customer Operations Manager
Min: £44,551 Mid: £49,006 plus £2040 allowance potential 10% bonus, 25 days annual leave and generous pension
Full time, Permanent
Barry DO, Barry, CF63 4ZZ
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 with a rotating day off, hours between 07:00-15:30
THE ROLE
As a Lead Customer Operations Manager, you\’ll be responsible for leading and developing a team of Customer Operations Managers (COM) to take ownership and accountability to deliver results across a balance scorecard. Whilst at the same time deploying significant transformational changes.
You\’ll be the point of contact for external stakeholders and hold the responsibility through delegation, coaching and support to ensure all COMs complete tasks to time and quality, delivering the scorecard performance.
You\’ll produce the weekly resourcing plan and ensure all COMs deliver towards this. Leading on safety will be key, ensuring each COM completes their safety tasks and the unit\’s specific PIC tasks are accomplished, alongside confirming each COM is managing their fleet, and the unit hits overall targets.
Furthermore, you\’ll also have full accountability for your Delivery team, you\’ll work through the morning and into the afternoon and ensure the smooth running of all deliveries. You\’ll lead and inspire a team of front-line colleagues to work efficiently and provide excellent service at the doorstep. 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, 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 who we are, you will play a major part in the trust customers have in us.
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 your role, such as free health and wellbeing support for you and your family through our Help@Hand service and a private medical assessment. MyBundle provides benefits such as the Cycle2work scheme, and corporate discounts including retail vouchers, travel & attraction discounts, gym membership and more.
There are also all the exciting career opportunities that come with leading a team and driving key decisions in one of the UKs largest employers. 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
Are you looking for a job that delivers more? When you join Royal Mail, you join an organisation that achieves something extraordinary every day. We\’ve been trusted by the nation for more than 500 years. You\’ll be at the heart of your community, vital to your team, and part of an organisation that delivers for the nation.
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, and collaborate, and will relish the opportunity to be part of our historic transformation from a letters business to a parcels business, 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.
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.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date: 16th July. Please note, this advert may close early if the appropriate number of applications has been reached.
#LI-POST #RMG #DeliveryandCollections #LIMRT
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Lead 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 Lead Customer Operations Manager
✨Tip Number 1
Familiarise yourself with Royal Mail's values and mission. Understanding their commitment to customer service and community impact will help you align your responses during the interview, showcasing how your leadership style fits within their culture.
✨Tip Number 2
Prepare specific examples of how you've successfully led teams through change or transformation. Highlighting your experience in managing performance improvements and coaching team members will demonstrate your capability to handle the responsibilities of this role.
✨Tip Number 3
Research the current trends in customer operations and logistics, especially in the context of parcel delivery. Being knowledgeable about industry challenges and innovations will allow you to engage in meaningful discussions during your interview.
✨Tip Number 4
Practice situational leadership scenarios that may arise in the role. Think about how you would motivate your team under pressure or resolve conflicts, as these are likely to be key discussion points during your assessment.
We think you need these skills to ace Lead Customer Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Lead Customer Operations Manager role. Focus on leadership, customer service, and operational management to demonstrate your fit for the position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention specific examples of how you've successfully led teams, improved operations, or enhanced customer satisfaction in previous roles.
Highlight Key Achievements: In both your CV and cover letter, include quantifiable achievements that illustrate your impact in previous positions. Use metrics to show how you have driven performance improvements or managed successful projects.
Prepare for the Interview: Since the company provides interview questions in advance, take this opportunity to prepare thoughtful responses. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your leadership abilities.
How to prepare for a job interview at Royal Mail Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Lead Customer Operations Manager. Familiarise yourself with the key tasks such as team leadership, resource planning, and safety management. This will help you articulate how your experience aligns with the role.
✨Showcase Leadership Skills
Prepare examples that demonstrate your leadership abilities. Discuss how you've inspired teams, managed performance, and implemented transformational changes in previous roles. Royal Mail values strong leaders who can motivate and engage their teams.
✨Emphasise Customer Focus
Be ready to discuss how you prioritise customer satisfaction in your work. Share specific instances where you've improved service delivery or resolved customer issues effectively. This aligns with Royal Mail's commitment to delivering excellent service.
✨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 handle various scenarios to showcase your problem-solving skills.