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- Tasks: Lead a delivery team, ensuring smooth operations and excellent customer service.
- Company: Join Royal Mail, a trusted brand connecting people and businesses across the UK.
- Benefits: Enjoy a competitive salary, bonus potential, generous leave, flexible work, and corporate discounts.
- Why this job: Be part of a historic transformation while inspiring a team and making a real impact.
- Qualifications: Looking for a flexible, customer-focused leader with strong coaching and collaboration skills.
- Other info: Inclusive recruitment process; training provided to support your success in the role.
The predicted salary is between 44551 - 50000 £ per year.
Salary starting from £44,551 plus potential 10% bonus, 25 days annual leave and a generous pension scheme
Full time Permanent
Ashford TN DO, Kent, TN23 1AB
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, you’ll work through the morning and into the afternoon and ensure the smooth running for 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 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.
Shift Pattern
5 days between Monday to Saturday, 07:00 – 15:12 with a rolling day off. Flexibility will be required to meet the needs of the unit.
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, 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.
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.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date: Monday 1st September 2025. Please note, this advert may close early if the appropriate number of applications has been reached.
Job reference number 328369
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Customer Operations Manager employer: Royal Mail
Contact Detail:
Royal Mail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 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 you can contribute to their goals.
✨Tip Number 2
Prepare for the capability-based interview by reflecting on your past experiences in team leadership and customer operations. Think of specific examples where you've successfully motivated a team or improved service delivery, as these will be key discussion points.
✨Tip Number 3
Research current trends in logistics and parcel delivery services. Being knowledgeable about industry changes and innovations will demonstrate your proactive approach and ability to drive performance improvements within the role.
✨Tip Number 4
Practice your management scenario exercises with a friend or mentor. This will help you articulate your thought process clearly and confidently, ensuring you can effectively showcase your leadership skills during the assessment.
We think you need these skills to ace Customer Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer operations and team leadership. Use specific examples that demonstrate your ability to inspire and manage a team effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the role's responsibilities. Mention how your skills align with Royal Mail's values and their transformation from a letters business to a parcels business.
Prepare for the Assessment: Since the application process includes a face-to-face assessment, think about scenarios where you've successfully led a team or improved performance. Be ready to discuss these during the interview.
Research Royal Mail: Familiarise yourself with Royal Mail's mission, values, and recent changes in their operations. This knowledge will help you answer questions more effectively 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 leading a delivery team, managing resources, and ensuring excellent customer service.
✨Prepare for Capability-Based Questions
Since the interview will include capability-based questions, think of specific examples from your past experiences that demonstrate your leadership, problem-solving, and customer-focused skills. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your Leadership Style
Be ready to discuss your leadership style and how you inspire and motivate teams. Highlight any previous experiences where you successfully led a team through challenges or changes, especially in a fast-paced environment.
✨Emphasise Flexibility and Adaptability
Given the dynamic nature of the role, be prepared to discuss how you handle pressure and adapt to changing circumstances. Share examples that illustrate your ability to remain calm and effective under stress.
