Lead Customer Operations Manager
Job reference number 339514
Location: Bury St Edmunds DO, IP32 7YY. Salary starting from £45,888 plus up to 10% bonus, 25 days annual leave and generous pension.
Full‑time permanent.
Shift Pattern
5 days between Monday to Saturday, 07:00 – 15:12, with a rolling day off.
The Role
As Lead Customer Operations Manager you will lead and develop a team of Customer Operations Managers (COMs) to deliver results across a balanced scorecard, drive transformational change, and manage the Delivery team.
- Accountable for the appointment, training, coaching and delegation of COMs, ensuring tasks are delivered on time and to quality standards.
- Produce weekly resourcing plans and manage resource allocation.
- Ensure safety compliance, completion of PIC tasks, fleet management, and unit performance targets.
- Supervise morning and afternoon delivery operations, driving efficiency and service quality at the doorstep.
- Collaborate with Trade Union and partner stakeholders to drive performance improvement.
What You’ll Get
- 10% on‑target bonus, generous holiday allowance, and a pension scheme.
- Flexible working, excellent parental leave policy.
- Health and wellbeing support, private medical assessment, and access to additional benefits such as Cycle2work, corporate discounts, gym membership, and more.
About You
- Flexible, team‑player, results‑driven and inspiring leader.
- Strong customer focus and ability to manage under pressure.
- Experienced in coaching, motivating and collaborating with teams.
- Capable of driving change, reducing costs, implementing innovative practices and data‑driven ideas.
Inclusion
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.
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