Job reference number 336332
Lead Customer Operations Manager
Salary starting from £51,624 plus £175.10/m allowance, potential 10% bonus, 25 days annual leave and generous pension.
Full time Permanent.
Location: Edgware DO, Edgware, HA8 7AG.
About Us
At Royal Mail we deliver more. We are the only company that delivers to every address in the UK, bringing people closer together, helping independent businesses grow and making large corporations work better by connecting customers and organisations worldwide.
Shift Pattern
5 days between Monday to Saturday, 06:30 – 14:42, with a rolling day off. Flexibility will be required to meet the needs of the unit.
The Role
- Lead and develop a Customer Operations Manager (COM) to take ownership and accountability for delivering results across a balanced scorecard.
- Act as the point of contact for external stakeholders and support the COM through delegation, coaching and performance management.
- Produce the weekly resourcing plan and ensure the COM delivers on it.
- Champion safety, ensuring the COM completes safety tasks and PIC duties, manages the fleet, and meets unit targets.
- Take full accountability for the Delivery team, ensuring smooth daily operations and excellent doorstep service.
- Lead and inspire front‑line colleagues, fostering a positive, inclusive work environment and modelling values.
- Partner with the Trade Union, leading the unit to continually raise performance standards.
- Drive performance improvement and accurate, timely delivery, enhancing customer trust.
What You’ll Get
- 10% on target bonus, generous holiday allowance, flexible working options, pension scheme and excellent parental leave policy.
- Enhanced family‑friendly support including maternity, paternity, adoption and shared parental leave.
- Supportive sick pay, employer‑funded dental insurance and bi‑annual health assessment.
- Personalised benefits account through the MyBundle+ platform, offering over 800 retail offers and voluntary benefits.
- 24/7 access to tools, services and advice supporting physical, mental, financial and social health for you and your family.
- Opportunities for career growth, leading a team and shaping key decisions within a recognised global brand.
About You
- Flexible, able to excel under pressure and thrive in a fast‑paced environment.
- Customer‑focused, team player, results‑driven and an inspiring leader who can motivate, coach and collaborate.
- Empathy, coaching skills and a collaborative spirit to contribute to the historic transformation from a letters business to a parcels business.
- Open to innovative work practices, data‑driven ideas and cost‑reduction initiatives that improve service delivery.
Equal Opportunities
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals and encourage those from the Armed Forces community to apply, especially cadet instructors and spouses/partners.
Closing Date
Thursday 16th April 2026 (advert may close early if the required number of applications is reached).
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