Job reference number 344215
Lead Customer Operations Manager - Blaydon
From £45,888 to £50,476 (DOE) plus £175.10 per month Lead COM allowance, potential 10% bonus, 25 days annual leave and generous pension
Full time, Permanent
Blaydon on Tyne DO
We’re looking for an inspiring and people-focused Lead Customer Operations Manager to drive the delivery and collection operation within our Blaydon Customer Operations unit. This is a senior operational role with full accountability for performance, people (including other managers), customer experience and operational delivery.
Leading frontline colleagues and managers, you’ll create a highly engaged team environment focused on safety, customer service, quality and productivity. You’ll play a key role in ensuring operational excellence while building strong relationships with customers, stakeholders and trade union representatives.
About The Role
As a Lead COM, you’ll have end-to-end accountability for your operation, ensuring mail and parcels are delivered safely, efficiently and to the required service standards. You’ll lead performance across a balanced scorecard, manage budgets and resources, develop colleagues and drive a culture of continuous improvement.
This role sits at the heart of the operation, combining people coaching, operational management, customer focus and change delivery. You’ll work closely with support functions and stakeholders across the wider business to ensure your unit delivers outstanding results while maintaining a positive and engaging culture.
Key Responsibilities
- Lead operational performance across safety, customer, quality, productivity and people measures.
- Manage and develop frontline teams through coaching, engagement, recruitment and performance management.
- Deliver effective resource planning and budget control to ensure operational and financial targets are achieved.
- Build strong relationships with customers, key stakeholders and trade union representatives.
- Drive continuous improvement, change initiatives and the adoption of new technologies and processes.
- Maintain accountability for operational compliance, fleet, buildings, equipment and asset management.
Shift Pattern
Monday to Saturday with a rolling day off.
About You
You’re an experienced leader who thrives in a fast-paced operational environment. You know how to support and develop others, using coaching, collaboration and engagement to build high‑performing teams. You’re comfortable making decisions, balancing competing priorities and driving continuous improvement through insight, influence and effective leadership.
You’ll bring a strong customer focus, excellent communication skills and the ability to influence stakeholders at all levels while maintaining a positive and collaborative approach.
What You’ll Bring
- Experience leading large operational teams in a customer-focused environment.
- Strong people coaching and performance management capability.
- Ability to evaluate operational data and translate insight into action.
- Experience managing budgets, resources and operational performance.
- Strong stakeholder management skills, including working within unionised environments.
- Experience driving change, continuous improvement or transformation initiatives.
Closing Date: 3rd November. Please note, this advert may close early if the appropriate number of applications has been reached.
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.
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Lead Customer Operations Manager - Blaydon in Bere Alston employer: Royal Mail
Royal Mail is an exceptional employer, offering a dynamic work environment at our Leeds Mail Centre, where you can be part of a significant technological transformation in the delivery services sector. With competitive salaries exceeding £55,000, generous leave entitlements, and a commitment to employee growth through continuous improvement projects, we foster a culture of collaboration and innovation. Join us to not only advance your career but also contribute to a company that values diversity and inclusion, ensuring every voice is heard and respected.
